Chapter . Good ideas vs desirable ideas
The Design Innovation Education Centre promotes good service design – and not always where you would expect. One of its first projects was with a hospital.
By looking at the ‘customer journey’ of patients in one of the cancer wards they were able to apply some simple methods which not only improved customer service but also enhanced the efficiency of the ward, reduced waiting lists and saved money.
Post operation it was taking them longer to discharge patients and get them home which had a knock-on effect with waiting lists. Rather than just focusing on the ward they looked at the whole patient journey, starting from their initial visit to their GP.
The DIEC uses a four-step approach which in this instance ...
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