For Health
ForHealth is dedicated to ensuring every Australian has access to high-quality healthcare, irrespective of location or finances. Our project focused on streamlining the patient check-in process at clinics with a new digital solution, enhancing accessibility and efficiency.
The Challenge
ForHealth faced challenges with an inefficient manual check-in process, which was time-consuming and prone to errors, negatively impacting the patient experience by increasing wait times. The goal was to develop a QR code-based check-in system that would simplify patient arrivals, reduce wait times, and ensure easy adoption by both patients and clinic staff.
Requirement
The approach needed to integrate seamlessly with existing systems, be user-friendly for both patients and staff, and comply with healthcare regulations for data security and privacy.
User Research
We conducted:
Interviews with clinic staff and patients
Observations at local clinics during peak hours
Analysis of existing patient flow and check-in procedures
Key Findings:
A significant delay was caused by manual data entry.
Patients preferred minimal interaction with rperceived wait times.
Staff were concerned about the ease of transition to new technology.
Does the manual check-in process hinder patient
experience and clinic efficiency?
Ideation
Focused on integrating a QR code system that was familiar and accessible.
Wireframing
Outlined the steps involved in the check-in process from a patient's perspective.
Prototyping
Developed a web-based interface that was tested internally.
Refined
Refined the interface based on direct feedback from testing phases.
solutions
We Developed
Web-Based Check-In:
Web-Based Check-In: A quick and efficient system using QR codes to expedite patient processing.
Usability and Quality Assurance:
Usability and Quality Assurance: Conducted thorough testing to ensure effectiveness and smooth operation.
Simplified UI:
Simplified UI: A user interface with a progress tracker and the use of plain, informal language to keep patients informed.
Entrance Poster:
Entrance Poster: Provides clear instructions and visually directs patients on how to proceed, enhancing accessibility and ease of use.
Results
Reduction in Check-In Time: Cut the average check-in time by over 50%.
Increased Staff Efficiency: Freed up staff to focus more on patient care rather than administrative tasks.
Improved Patient Satisfaction: Positive feedback from patients who enjoyed a faster and smoother check-in experience.
Lesson Learned
Importance of Simplicity: Keeping the UI simple and the language clear was key to user adoption.
Collaborative Development: Working closely with developers and conducting extensive testing ensured a high-quality final product.
Feedback is Crucial: Iterative design and continuous feedback helped refine the system to better meet user needs.