The project team interviewed patients, visualised the patient journey and crafted a blueprint of the current situation. The blueprint of a service shows customer – employee interaction, as well as processes that support the interaction. The team furthermore used academic literature about themes such as online support groups, patient – physician interaction and effective communication. Several concepts were then developed and integrated into an over- arching implementation guideline illustrating the contribution of staff members to the patient’s experience. An example of a concept is the postcard on the right that will be sent to patients two weeks after their discharge, to remind them that the caregivers still care. The team measured the leverage of the concepts, and fully developed the most effective concepts.

“During the project, the team took our feedback and input seriously.
As a result, the orthopaedic staff could really relate to the deliverables. The presentation of the outcomes was well received.”