The question

How can we improve the experience of patients undergoing treatment as 'outpatients', in particular setting expectations and helping them move through the hospital environment?

What did we do?

We conducted research to understand the patient 'journey' from the need for 'outpatient' services to the delivery of the services across different parts of the hospital.

From this we identified the pivotal communication points throughout this 'journey', summarising areas of greatest confusion for patients.

Key issues included patients' lack of familiarity with the term 'outpatients', unclear and inconsistent written communications and expectation-setting.

We then designed a new end-to-end patient process - flipping the expected solution from 'rebranding' outpatients to 'plain speak' directions and explanations on where the patient is to go and how to get there.

The outcome

Communication guidelines were developed due to the patient's need to know what,  where and when to report. These guidelines were then provided to, and adapted by all Victorian public outpatient clinics.  The result was improved patient experience and satisfaction.