Project: “I Care” Hospital- Mate Service Innovation

BKK Sustainability Jam 2015 (Oct. 30- Nov. 1, 2015)
Group 3: Health and Well Being
Members: Araya Santisan, Piyakan Chamaporn, Issariya Kamachai, Srirat Savejsuthipan

Project: “I Care” Hospital- Mate Service Innovation
Case Study: Chulalongkorn Hospital, BKK, Thailand
Service Design Task: Improving the hospital aging patient experience

Problems:
Patient experiences are vital steps of hospital customer services and concerns. Though there are many pain perspectives, especially, aging patients are often left with lack of information and needs. Normally, aging patients in Thailand have to rely on someone taking care of them for commuting to the hospital including for companioning at the hospital. Besides, they are suffered from long waiting times for at least two or three hours not only in seeing their doctors but also in waiting for getting Medicine with feeling of anxious and unhappy.

Service Design thinking:
By rethinking behind the scenes processes from understanding the pain points of the existing patient journey and what an ideal experience would be, three new visions of “I CARE” were set to launch a new mindset of patient experiences. Aging patient services were arranged to promote connection- a new paradigm. The “I CARE”-hospital’s new innovation services were optimized to provide all cares- Hospital mate activities, the information, financial support, and needed to entertain the waiting period.

A new series of “I CARE” services are happiness, hospital- care activity, and friend.