What is design thinking and how does it relate to service delivery?

‘Design thinking’ is an investigative and collaborative process that involves empathising with the users of a product or service to inform and improve upon its shortcomings. When applied to service delivery in a government context, design...

How to minimise stress on staff and patients through open communication in the waiting area?

Breaking down the clinic experience reveals the complexity of backstage processes that may falter and lead to longer wait times. An interesting statistic states that nearly 40% of patients admit to being frustrated with their doctor before their...

Service Delivery in a Digital World

Advancements in digital technology have made our lives increasingly more convenient - many of us hold instant access to information, services, and communication tools literally in the palm of our hands.

Discover how Service Design Blueprints can help you to improve your patients’ journey

Service design blueprints are a tool used by healthcare organisations to understand the functions and processes of all aspects of their service. A poor patient experience is often indicative of internal shortcomings within the clinic. In this...

Service Design: Defining the Patient Experience

The patient experience is a concept of growing concern in the healthcare industry. It is a broad term that encompasses everything a patient interacts with and has the power to influence their perception about the professionalism, quality of care,...

Service Design: 6 Barriers to Service Design and how to overcome them

 

There’s no denying that service design will improve and innovate your existing Healthcare service or help you design new ones, but there may be barriers along the way. We look at how to approach these barriers with suggested solutions to...

"360° View of the Customer" is great, now what about The Customer's View of You?

Originally posted on the Qnomy blog here

Ever since CRM systems took center stage in service providing organisations, the notion of obtaining a "360 degree customer view" became a key part of business strategy, as the concept is thought of as...

4 Big Ideas to Improve your Healthcare Service Design

With the demand for healthcare increasing in Australia, innovation, efficiencies and cost-savings are always on the forefront of provider’s minds. But how do you provide those, while at the same time delivering the same (or better) service for...

When was the last time you walked in the patient’s shoes and sat in an outpatient waiting room?

It’s 9:40am and you have just parked at your local health care facility for your scheduled 10am appointment in the outpatient department. You have arrived early to make sure that you are ready to see the health care provider on time, hoping that...

Is the way you collect and share feedback as effective as it could be?

There’s no doubt that customer feedback is an important part of better understanding your customers, and ultimately, optimising your customer journeys, sales and service overall.