The challange
This project aims to evaluate the effectiveness of a digital solution for the front office module in improving healthcare processes at Patienly. The proposed solution is designed to complement existing health data management systems, providing advanced tools for automating and streamlining interactions between patients and administrative staff.
By integrating this solution, the goal is to reduce waiting times and administrative burdens, allowing medical staff to focus more on direct patient care.
The process
Competitor analysis
We thoroughly analyzed 6 major competitors in Romania, focusing on three key categories: appointment management, medical data centralization, and communication between patients and medical staff.
We learned a lot from these competitors and felt inspired to:
Make Patiently a comprehensive front office platform designed specifically for registrars.
Develop advanced features for efficient communication between patients and clinics.
Integrate solutions for centralized medical data and quick access to patient records.
Automate and streamline administrative processes, from scheduling to data management.
User interview
More than 30 interviews conducted:
20+ interviews with registrars from different clinics
10+ interviews with patients across various demographics
User journey
Affinity Mapping
User needs
Common needs identified during user interviews:
Ability for patients to easily schedule new appointments.
Simplified patient admission process for front office staff.
Quick and efficient verification of insurance status.
Task prioritization to avoid overlaps and delays.
Predefined templates for reports and standardized formats for printing.
Easy data validation and signature with health card.
Efficient search system for diagnoses and procedures.
Fewer steps to save data or automatic saving options.
Accuracy of captured data and the ability to quickly correct errors.
Quick access to doctors and nurses for urgent questions.
Communication without using personal phones with clinic staff.
Efficient handling and reporting of software-related issues.
User persona
Key features
Automatic health insurance verification
Digital check-in for patients
Optimized patient admission workflow
OCR for ID cards
Easy data validation and electronic signature
Real-time notifications and alerts
Fast search interface
Patient history
Automated reporting and printing
Efficient communication between departments
Patient flow monitoring system
Centralized access to patient data
Fast and efficient appointment scheduling
Working on the user flows
Our approach to testing
For each module developed within the Patiently, we conducted user testing sessions with a group of 5-10 registrars from various clinics and hospitals. These users had the opportunity to directly test the platform's functionalities and provide real-time feedback based on their daily work experiences.
The testing focused on the following aspects:
Ease of use: We evaluated how intuitive the interface is for registrars and whether they could complete their daily tasks (scheduling, accessing data, validations, etc.) without difficulty.
Process efficiency: We monitored how many steps were reduced for completing a task and the impact of automation on processing time.
Workflow feedback: Registrars were invited to describe any challenges they encountered and suggest improvements to optimize their workflow.
After each round of testing, we collected and analyzed detailed feedback from the registrars. Based on the insights received, we adjusted the platform, implementing changes aimed at:
Simplifying certain processes
Improving data accessibility
Optimizing interactions with other modules and departments
This iterative approach allowed us to continuously refine the platform and ensure it better meets the needs and expectations of registrars within the healthcare system.
Results
The studies and research conducted so far clearly demonstrate that the digital front office platform has the potential to significantly improve administrative processes. Based on tests and interviews with registrars, it is estimated that the platform could save approximately 20% of the time spent managing appointments and patient registrations, reducing the bureaucratic burden and allowing staff to focus more on patient care.
According to studies, the platform not only automates processes but also centralizes patient data, which could lead to a significant reduction in errors and more efficient coordination between departments. Preliminary results suggest that it could bring major improvements to clinical workflows.
