Crossxdip
Published in

Crossxdip

Insights On User Data & Care Delivery In The Public Healthcare Sector

Public Healthcare Services is established to provide affordable healthcare to all strata of society.

I conducted primary and secondary research to understand the public healthcare sector in India and the underlying problems that plague the stakeholders functioning in the current system.

Photo by Kendal on Unsplash

Ecosystem sensing involved looking at the various facilities available across public healthcare in India, services provided at the facilities, stakeholders who are part of the system to ensure service delivery, and the responsibilities of each facility in the public healthcare system.

Talking to patients as well as service providers at government facilities helped validate the pain points in the user journey that emerged in the secondary research.

User data and care delivery were the emergent concerns from the research.

INSIGHTS ON USER DATA

Photo by Scott Graham on Unsplash
  1. Patients have no control over the personal data they provide to the hospital and don’t know who’s accessed it and why.
Photo by Ali Yahya on Unsplash

2. The process of complaint redressal is tedious and with no concrete data, it’s difficult to hold the service provider accountable for an error.

Photo by Christa Dodoo on Unsplash

3. Paper is widely used in hospitals which increases the chances of the paper getting lost or ruined before it is digitized.

Photo by Li Lin on Unsplash

4. Availing government schemes or appealing for insurance claim payout takes a lot of time and to avail them, the user has to spend a lot of time and effort in following regulations to prove their user journey.

Photo by National Cancer Institute on Unsplash

5. There is no central database to check if the patient has consented to donate organs after their demise so the service providers have to take consent from the caregivers of the patient.

INSIGHTS ON CARE DELIVERY

Photo by Javier Matheu on Unsplash
  1. Only working on the technology to improve accountability wouldn’t be enough if the system itself is flawed from the service providers' and the hospital management's perspectives.
Photo by Walter Otto on Unsplash

2. The experience of care needs to be conveyed to the users much more effectively because trust in service providers is an important cornerstone in developing the user’s mental model of the hospital.

Photo by National Cancer Institute on Unsplash

3. We need to improve the care delivery system between patients and service providers to foster empathy so we don’t just look at the physical or the mental wellbeing but also the social wellbeing of all the stakeholders in the system.

--

--

--

Sharing interesting content for cross-disciplinary learning

Recommended from Medium

How to Start a Job As An Illustrator

Past Project in 2017: Grab Badges & Illustration Concept ✌🏻

When no UI is the best UI — Tech 101

Top 10 Air Conditioner Portable Buyer’s Guide in 2019

Decoding MSME Personas through Primary Data Collection

Shortcut keys in Photoshop ✔ All Adobe Photoshop shortcut keys in one article.

shortcut keys in photoshop, all adobe photoshop shortcut keys in one article.

Why you shouldn’t switch from Pipedrive to Salesflare

open-minded to alternative Pipedrive CRM

«Graphic means» — Interview with Briar Levit

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
Vaishnavi Kumar

Vaishnavi Kumar

Design researcher, strategic designer, and an avid bird watcher on a quest to find connections between human and bird societies. twitter/@vaishnavikumarr

More from Medium

Pursuing the mistake in a data-driven world

[OpEd] Simplifying the process of selling insurance is equivalent to good customer care

Ontology, formal language versus human language: To what extent can we “reduce” knowledge to “data”?

Space Analytics and the Modern Workplace