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The Patient Always Comes First

Leading hospitals always put the patient’s well-being at the top of their priorities. They focus on impeccable quality of medical services and patient safety. They see beyond silos with the overall patient experience in mind.

A culture change is needed in order to get there: from the traditionally institution-focused approach to a person-centered one. In reality, that means bringing all activities to the patient, coordinating care and actively including the patient and their relatives.

As an effect, patient safety and satisfaction increase, the hospital processes become more efficient, leading to both lower costs and higher employee satisfaction.


Patient Centric Design

Patients must be completely understood in order to be able to offer them the appropriate services. To fully understand patients means to fully comprehend their needs. A patient experiences the hospital differently from the staff who work there, and that is why it is essential to concentrate foremost on patient needs, without forgetting the needs of the staff. This is a particular challenge.

Therefore, knowing and analysing the experiences of patients is the first step. In order to shape processes, communications, treatment methods, infrastructures and buildings according to patient needs, it is essential to listen, observe and inquire. This is only possible through intensive interactions with patients.

Patient Centric Design uses the Design Thinking method, which was originally promoted in the design and engineering fields, and the goal is to advance in a people-oriented direction. This requires involving the patient from the beginning of the solution development process.

The hospital focuses on patient needs and learns how the patients wish to experience and use the hospital. It is necessary to walk in the patients’ shoes during this process, which is achieved by actively integrating them into the development process. New solutions emerge from what was learned. Yet, this does not happen overnight, and it frequently does not occur immediately, which is why we work on the basis of prototypes and simulations. We test these prototypes and continuously develop them until they effectively address patient needs.

The development of prototypes in collaboration with our clients not only serves the search for the appropriate solutions but also promotes the appropriate discussions. It is an iterative process in which the patients themselves participate time and again.

Case examples

Skill shortage in Swedish healthcare: what can be done?

Ageing population and increasingly complex pathologies put the Swedish healthcare system to the test. Primary care…

Patient-Centric Process Design – Switzerland

The customer needed to redesign their emergency department due to raising complexity and volume of patients.…

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