Heartwood Hospital Patient Information - UX / Information Architecture

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Care+ was a collaborative paired project to redesign the patient information given out to heart & lung transplant patients at Heartwood Hospital, Newcastle. As part of this process we were able to conduct two sets of interviews, and I observed one of the initial patient information meetings during the patients’ assessment week. We designed semi-structured interviews with set aims:

  • Exactly what it was that both patients and staff want out the information redesign?

  • Were there any limitations to our ideas?

  • What was the balance between digital and physical services?

Both staff and patients found the information booklets to be inaccessible, containing far too much information. The booklets were also rarely referred back to after initial consultations. The solution needed to be as practical, and as accessible as possible, given the wide demographic of heart & lung transplant patients.

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Our solution was a six-part patient experience:

  • The patient would be sent an introductory care package after referral to Heartwood Hospital containing information on the hospital, facilities, staff, and nearby amenities, to reduce obvious anxiety.

  • They would be given a revised patient information booklet, containing heavily condensed information, with more images, diagrams and QR codes.

  • They would receive login details for their online services, this would consist of all the information from the booklet, but it in digital form, alongside videos, and photos.

  • Next, during their assessment week at the Heartwood Hospital they would receive their second information booklet, with information about the next phase of their treatment.

  • The patient would then be introduced to DigiDoc, a ‘smart device’ capable of answering common questions and queries, thereby freeing up staff time.

  • Finally, following on from the operation the patient would receive their final information booklet.

 We hoped that by breaking up the information into different elements, and increasing the number of ways the information could be accessed, it would aid information retention, and patients would feel more engaged at each phase of their transplant while also freeing up staff time.