Today the non-medical patient journey to and from a hospital is very time consuming for patients. Based on, but not limited by, the elements in the current journey.
Make an appointment (now via telephone)
Recall that you have to come to your appointment (and bring the right things) and help you to come to the hospital (with car to pay parking or public transport). We currently send sms or emails with a reminder to the patient in which the coordinates of the hospital will soon be located and you can store these as an appointment in your outlook agenda.
If you come by car, park your car. If you come by public transport, catch the right bus at the right time.
You can register (eid) at the entrance of the hospital to register your data (necessary in consultation with health insurance and invoicing afterwards). You will receive a printed document containing your appointments with the route number of the waiting room where you have to go, but also mentioning a bar code with your unique ID. We will soon provide via the portal the possibility to register at home or on the road via smartphone, so you get a barcode with which you can skip this step.
You then go to the waiting room where you can register with barcode reader and you simply sit in the waiting room until you are called in.
Sometimes you must or can fill in certain questionnaires in advance or in accordance with the agreement, provide parameters (eg blood pressure), … but this varies from appointment to appointment and specialisation to specialisation.
Sometimes you have to wait a long time in the waiting room (between 10 and 50 minutes depending on the situation – about 20-25 minutes on average).
After a consultation you sometimes still have questions or due to the speed of the consultation you have not been able to ask all your questions.
You go to the appointment desk of the relevant medical specialty to make a possible follow-up appointment. In the near future, we anticipate that these follow-up appointments will also become available in the portal so that you can schedule them yourself at home or on the road and no longer have to wait.
You go to the exit where you can pay at the same counter where you registered, at a cash desk (and you get proof of reimbursement by the health insurance fund). You can also choose not to do this, then you will receive the invoice at home (with mutual insurance card).
Pay for the parking lot and go/drive back home.
Sometimes go to the pharmacy to buy medication (there is a public pharmacy in the hospital entrance).
The challenge is to develop an app/portal that will both inform and assist the patient better about and during his trajectory/journey but finally also making the patient’s trajectory as simple as possible. In other words: improve the „patient experience“ through apps or other applications that are complementary or build on the existing patient portal.
It is important to take into account the privacy of medical data and the expectations regarding privacy.
New law regarding data-privacy or General Data Protection Regulation (GDPR) in which we have to ask for authorization and patient consent when we use his or her data.
Existing patient portal of the hospital: my.uzbrussel.be
Existing hospital website: www.uzbrussel.be
System of datasharing between care professionals: https://www.ehealth.fgov.be/nl/zorgverleners/online-diensten/hubs-metahub/meer-weten
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