Improving patient flow by transforming outpatient services for a chronic disease

TCC Health collaborated with the client and key stakeholders across three stages of design, pilot and scale-up.

In partnership with a large, specialist hospital, the first stage was an intensive, 12-week design sprint using design principles to understand the service model and ideate ways to improve, appraise for feasibility and then design a new model.

TCC was there at every step of the way, visiting the hospital to meet stakeholders and work through the requirements from clinical needs to practical aspects such as pharmacy supply. We presented the recommendations to a joint panel from the hospital and company sponsor, which resulted in approval to move to pilot stage.

The new service was a nurse-led, technology-enabled bi-annual model, which empowered personalised patient engagement, visibility of patient needs and outcomes across the multi-disciplinary team and efficiencies for patients and clinicians.

We designed and ran a four-month pilot, involving 100 patients, answering specific qualitative and quantitative research questions to understand the effectiveness, impact on quality markers of care, patient experience and implementation learnings for the scale-up. Following a successful pilot phase, the solution has now been expanded to thousands of patients across several key centres.