Patient (User) Journey Mapping

with Arc PCN

Oct 2021 - Feb 2022
Project Summary:
Pre-implementation project for rollout of online consultation platform, KLINIK.
Project Description:

Hanley Consulting supported Arc PCN in the pre-implementation of the digital triage software, Klinik. The goal was to improve awareness, usability and encourage co-production to help drive patient satisfaction. By working with GP’s and Patient Participation Groups (PPG’s) we were able to gather views, concerns and feedback for analysis.

Using our expertise in patient experience and UX design we reviewed historic patient complaint data and the outcomes from the PPG workshops to present a series of recommendations that reduce patient difficulty and improve experience online with Klinik.

Patient focus group
Project Outcome:

Arc PCN were presented a series of recommendations and were given a clear view of patient understanding and how to improve patient experience.

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