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Walk-In Clinic Low Satisfaction
Team Name: Death Clinic For Cutie
(Note: 4 out of 5 team members were sabotaged by their c...
Design Solution: Decision Phase

Visiting the clinic website to see estimated waiting times
for different days of the wee...
Design Solution: Clinic Phase
●
User checks in at clinic reception desk and provides phone
number.
●
Patient receives an S...
Design Solution: Examination Room Phase
●
Doctor is advised to do a recap in the last couple of minutes
to go over any imp...
Design Solution: Later at Home/Work Phase
●
Another text later in the day linking them to a questionnaire
on the clinic we...
Submission Requirements 1
●
Problem being solved
●
Unsatisfied patients = loss of funding
●
Star feature
●
Patient engagem...
Submission Requirements 2
• What will it look like?
Your remaining wait time is now only
30 minutes so head back to the
cl...
Submission Requirements 3
How a person would experience it?
1) User has a health issue and decides they want to visit the ...
Submission Requirements 4
●
Who will pay for the solution?
●
Clinics or clinic chains/networks
●
Clinic management organiz...
Submission Requirements 5
●
How you’ll sell and distribute the solution
●
Sold as an SaaS solution
●
Distributed to clinic...
Submission Requirements 6
●
Any competition in the same field.
●
At the MDCM walk-in clinic on St. Jacques St. West has
im...
Process
• We split the user experience into its constituent stages and
drew these. We then brainstormed for each stage.
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Death Clinic for Cutie - Ayogo Design-a-thon Presentation 2016

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Published on

Runner up!

Death Clinic for Cutie Team: Dan Loach, Stacey Hagel, Darryl Pogue, Antony Parnell, Isaac Murdock
Problem: Walk-in clinic wait times are a big turn off and patient satisfaction plummets.
Solution: SMS/Text Communication

Published in: Healthcare
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Death Clinic for Cutie - Ayogo Design-a-thon Presentation 2016

  1. 1. Walk-In Clinic Low Satisfaction Team Name: Death Clinic For Cutie (Note: 4 out of 5 team members were sabotaged by their colleagues)
  2. 2. Design Solution: Decision Phase  Visiting the clinic website to see estimated waiting times for different days of the week.  Which doctors are working?  Tips for getting the most out of your appointment.  Write down the things you want to say and questions you want to ask.  Here are some common questions doctors ask; think about your answers to them.
  3. 3. Design Solution: Clinic Phase ● User checks in at clinic reception desk and provides phone number. ● Patient receives an SMS/text 30 minutes before their estimated appointment is due. ● Follow-up message saying who your doctor will be and also a link to the doctor’s bio. ● Would you like to answer a few questions ahead of your appointment? ● Is the reason for your visit today an ongoing health concern? [Y/N] ● On a scale of 1-5 how worried are you about this health issue? ● On a scale of 1-5 how much discomfort is this condition causing you? ● Nurse can print off responses and add them to the file they hand the doctor.
  4. 4. Design Solution: Examination Room Phase ● Doctor is advised to do a recap in the last couple of minutes to go over any important next steps and any lifestyle changes that the user could action i.e., empowerment. ● Doctor provides a paper sheet with useful health website links*
  5. 5. Design Solution: Later at Home/Work Phase ● Another text later in the day linking them to a questionnaire on the clinic website to give their feedback ● How would you rate your overall experience today at the clinic? ● How would you rate your doctor? ● Did you feel you were being listened to? ● Did you get actionable next steps? ● If the responses are very negative then the questionnaire is surfaced to the clinic administrator for remedial action.
  6. 6. Submission Requirements 1 ● Problem being solved ● Unsatisfied patients = loss of funding ● Star feature ● Patient engagement via SMS. Users can answer questions via SMS (while they are waiting) that improve and focus their subsequent interaction with the doctor.
  7. 7. Submission Requirements 2 • What will it look like? Your remaining wait time is now only 30 minutes so head back to the clinic . Your doctor today will be Doctor Roberts. To view his bio, visit ty.link.med. Would you like to answer a few questions to better prepare for your visit? Reply with Y for yes, or N for no. No Yes Is the reason for your visit today an ongoing health concern. Reply Y or N. On a scale of 1-5 how worried are you about this health issue? On a scale of 1-5 how much discomfort is this condition causing you? Thanks, see you soon.
  8. 8. Submission Requirements 3 How a person would experience it? 1) User has a health issue and decides they want to visit the clinic 2) User visits clinic website and browses current waiting times and average waiting times during operating hours. 3) Tips are surfaced for better use of time with doctor i.e., questions to ask, likely questions that will be asked of the user etc. 4) User goes to clinic and checks in at the desk. If they are a new patient they are asked if they want to use the SMS service. 5) If yes, then they can leave the clinic. they receive an SMS reminder 30 minutes before their projected appointment. 6) While waiting they receive an SMS inviting them to browse the doctor’s bio. 7) While waiting they receive an SMS inviting them to answer three questions to prime their interaction with the doctor (and provides the doctor with this info to tailor their communication accordingly. 8) User returns to clinic and has their doctor visit. 9) After their doctor visit the user receives an SMS with a link to a questionnaire on the clinic website asking them to rate their experience and their doctor. 10) The results of these questionnaires are collated and are made available for download from a secure online location. Thus the clinic administrator (or organization), may use the data to identify problem areas and bad doctors.
  9. 9. Submission Requirements 4 ● Who will pay for the solution? ● Clinics or clinic chains/networks ● Clinic management organizations ● To avoid losing a portion of their funding ● Methods you’ll use ● Widget to provide wait times on website ● Check-in software to initiate SMS ● Feedback/Survey system with result reports
  10. 10. Submission Requirements 5 ● How you’ll sell and distribute the solution ● Sold as an SaaS solution ● Distributed to clinic organizations ● Chains in the US ● MedExpress ● Concentra ● WellStreet ● Industry Group ● American Academy of Urgent Care
  11. 11. Submission Requirements 6 ● Any competition in the same field. ● At the MDCM walk-in clinic on St. Jacques St. West has implemented a phone service where people can get notified via text or voicemail of when a doctor will see them – within a hour! Patients will have to pay $3 per visit, but this gives them the flexibility to leave the clinic without missing their spot in line. ● What needs to be done next in order to implement it? ● Trial at a clinic to establish system efficacy (gather testimonials from patients, doctors and clinic administrative staff for marketing materials). ● Build system ● Launch system with new customers
  12. 12. Process • We split the user experience into its constituent stages and drew these. We then brainstormed for each stage.

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