Colliding the worlds of digital and physical in healthcare

A new model of urgent care for Bexley's Urgent Care Centre

 A digital triage tool for patients

Co-creating a physical and digital journey for patients that both improves and challenges the way we see healthcare

User Interface

Working closely with a range of key stakeholders from senior practitioners, GP's and medical staff, Lateral helped co-design the UX and simplify the interface for patients in a high-stress environment. By understanding both the end-user and the challenge of rethinking how people use these services, we were able to rapidly co-create and test possible scenarios within a co-creative environment.

Wayfinding

The interior of the Urgent Care Centre used some very simple way-finding that linked across all of the key touch points; brand, colour, high level signage, and easy to read 'how to' signs. This was part of Lateral helping co-create a unique end-to-end patient experience, making the process both easier for the patient and the staff working at the UCC.

Journey Mapping

By observing and talking with patients, staff and GP's, we mapped the current patient journey and found several opportunities to improve the experience for both staff and patients. We  introduced an acoustic booth in the front reception area, allowing staff to take basic patient observations in private, and much earlier in the process.  The results include improved patient waiting times and decreased pressure on the Doctor's and Nurses across the process.

A Better Patient Experience

While still in early trials, both patient and staff have seen an improvement in all areas of service, from waiting times having been reduced, to less pressure on the services, placing patients in the right place across a fast paced and stressful environment.