A leading private healthcare provider in Asia wanted to rethink and redesign the patient experience at a key touchpoint in their service, the chemotherapy clinic, and implement changes within a new hospital facility they were constructing in Singapore. Shadowing patients, family and professionals at the existing clinic to understand the issues, needs and challenges of all those involved along the patient journey, as well as the limitations and opportunities of the clinic environment and layout. The result was a book of insights and concepts for redesigning the service experience and clinic space to better support the need for flexibility, personalisation and comfort of patients with their families during chemotherapy treatment; from initial diagnosis to follow up and lifestyle support.

 

Client: Raffles Medical Group

Partner: Raffles General Hospital, Singapore