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We help healthcare leaders solve problems. A common issue is patients struggling to navigate care pathways. Motivated by a deep desire to improve the patient experience, we work within the NHS to audit, redesign and deliver patient and service information so that pathways are easier to follow and care is improved.
We work with organisations and services on patient journey mapping, identifying all touchpoints and information gaps. Co-production with public and patients and user testing ensures that print and digital materials are clear, consistent, in plain language and in accessible formats. We carry out health literacy assessments to check that content is understood by specific target audiences.
How we can help you
Our approach is supported by a training offer to staff so that they can help colleagues understand and maintain the improvements. The result is better informed and empowered patients, with corresponding reductions in missed appointments, unnecessary queries and confusion, saving staff time and making best use of resources.
What we do
We help organisations by:
- Auditing patient pathways
- Simplifying complex pathways so people better understand what happens next
- Improving the quality of content in patient letters, appointment notifications and leaflets – reducing the need for enquiries and number of ‘did not attends’
- Improving the patient experience of online booking and digital tools
- Overcoming health literacy barriers
- Reducing the number of complaints about access to services or lack of information
Who we work with
Our clients include:
- Integrated Care boards and Integrated Care systems with issues across their geography
- NHS trusts and services with access issues, including CQC recommendations for improvement
- NHS directors responsible for particular specialisms or improvement including, maternity, elective care and gynaecology
- Primary care networks seeking improved access and digital uptake
- Healthcare services wanting to improve patient experience and satisfaction
- Any organisation with complex patient journeys
- Royal colleges and charities working to improve specialist patient pathways
- Pharmaceutical companies seeking to improve pathways
