Changing the way communities access health care and visit their doctor

East Brunswick Medical Centre

East Brunswick Medical Centre wanted to respond to the changing needs of its diverse and growing community, while making it easier for patients to access care and for staff to manage demand. The challenge was improving access and triage without losing the personal feel of a local practice.

Working closely with doctors, nurses, staff, and community members, we explored new service models and prototyped them directly in the clinic environment to test what would genuinely work.

Outcomes

• Facilitated a 40-person design jam with staff, clinicians, and patients
• Prototyped new service concepts directly in the medical centre
• Designed a patient-to-patient buddy system and new triage approach
• Achieved an 18% increase in patient engagement
• Attracted new interest from junior doctors to join the practice