Improving patient journeys

Summary

Arthritis Action commissioned Blue Lozenge to research communication gaps and information needs for patients with inflammatory arthritis in secondary care settings. Blue Lozenge conducted desk-based research, academic literature review, guided conversations with healthcare professionals, and communication health checks at two hospital trust rheumatology teams. Blue Lozenge also facilitated two patient journey mapping workshops with patients and healthcare professionals, co-creating an ideal patient communication pathway. The research provided Arthritis Action with insights into healthcare professional habits and patient needs, offering a roadmap for developing self-management resources to improve patient experiences and outcomes.

Supporting healthcare professionals to enhance patient experience through better communication

Arthritis Action, the UK charity helping people with arthritis live better lives, needed to better understand the information needs and communication gaps for patients with inflammatory arthritis in secondary care settings. They sought insights into how healthcare professionals share self-management resources and wanted to identify where high-quality communication could improve patient experiences and outcomes throughout the care pathway.

Approach

Blue Lozenge conducted comprehensive research combining multiple methodologies to understand both professional and patient perspectives:

  • Carried out extensive desk-based research reviewing existing self-management resources available to healthcare professionals
  • Analysed academic literature for best practice in self-management communication and professional engagement
  • Conducted guided conversations with secondary care healthcare professionals to understand their preferences and practices for sharing patient resources
  • Performed communication health checks at two hospital trusts’ rheumatology teams, examining communication practices, patient demand drivers, and barriers to effective self-management
  • Facilitated two patient journey mapping workshops – one with inflammatory arthritis patients and another with healthcare professionals
  • Co-created an ideal patient communication pathway with patients, identifying key touchpoints and resource gaps

Our approach ensured both clinical expertise and lived experience informed the research findings.

Impact

The research delivered critical insights into healthcare professional habits and patient needs regarding self-management resources. These findings provide Arthritis Action with a clear roadmap for developing world-class resources that fill identified gaps and support rheumatology teams in enhancing their communication practices. The co-created patient communication pathway offers a framework for improving patient experiences and outcomes throughout their care journey.

Blue Lozenge invests in permanent office

We’ve moved to a permanent office space in Bromley 

We’re delighted to announce that we’ve moved to our new permanent home in the heart of Bromley. This exciting milestone represents the continuation of our growth journey and reinforces our commitment to team wellbeing and collaboration. 

While we remain a digital-first agency, we’ve recognised that as we grow as a team we need a more permanent base to collaborate and share with our clients. Four years ago, we set out with a simple mission: to give healthcare professionals more time to care. Today, as we settle into our new home, we’re reflecting on how far we’ve come. 

Rachel Royall, our CEO, said:

“This move is more than just a change of address – it’s a real investment in bringing our team together to do their best work. We also want to invest in our local community and we’re looking forward to hosting events and sharing the space with our clients.” 

Our new workspace at Contingent Works is specifically designed for modern collaborative working, providing: 

  • Flexible working arrangements that allow our team to work when and how they’re most productive 
  • Modern amenities designed to support wellbeing and productivity 
  • Excellent transport links making commutes easier and more sustainable 
  • Collaborative spaces that foster the innovation and teamwork our clients depend on 
  • Quiet zones for the focused, deep work that creates strategic communication excellence 

Contingent provides the perfect environment for our expanding team and visiting clients. We’re also excited to welcome other communications and healthcare professionals to share this space with us – if you’re interested, get in touch at hello@bluelozenge.co.uk 

Blue Lozenge welcomes new Account Executive

We’re pleased to welcome Rose as the newest member of the Blue Lozenge team, joining us as our new Account Executive. 

Rose brings experience from legal, healthcare communications and mental health research, with a background that in policy development, research and volunteering in both sports and mental health. She will bring additional analytical insight and attention to detail to projects, while also building strong relationships with clients and colleagues alike. 

In her new role, Rose will work closely with our clients and the Blue Lozenge client services team, supporting the delivery of thoughtful and effective communications that make a positive impact in health and care. 

Maddie Pinkham, Client Services Team Leader at Blue Lozenge, said:

“We’re really excited to have Rose on board. Her mix of sector knowledge and practical experience means she’ll add real strength to our work with clients, and we’re looking forward to seeing the contribution she’ll make.” 

You can read more about Rose and the rest of the Blue Lozenge team here.