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Alles goed geregeld vanaf de eerste stap
Nederlandse Obesitas Kliniek
De Nederlandse Obesitas Kliniek helpt mensen op verantwoorde wijze naar een gezond gewicht. Maar hoe zorg je ervoor dat patiënten zich vanaf het eerste contactmoment goed begeleid en begrepen voelen?
de uitdaging
De kliniek wilde de belangrijkste contactmomenten in het zorgtraject beter laten aansluiten op de behoeften en pijnpunten van hun patiënten – van kennismaking tot screening en verder.
Door te luisteren creëer je een zorgtraject dat écht aansluit bij patiënten.
het resultaat
Een aangescherpte persona en customer journey
volledig gebaseerd op patiëntinzichten.
Een adviesrapport met kritieke contactmomenten
inclusief optimalisaties en prioritering.
Duidelijke communicatierichtlijnen en een content-tijdlijn
zodat de kliniek direct aan de slag kon.
de aanpak
We startten met een grondig doelgroeponderzoek, waarbij we medisch specialisten, zorgcoördinatoren, customer service-medewerkers en patiënten samenbrachten in een focusgroep. Vervolgens vroegen we via een enquête een bredere groep patiënten naar hun ervaringen, zodat we alle belangrijke contactmomenten in kaart konden brengen. Daarmee richtten we een klantreis in die ervoor zorgt dat elke patiënt op het juiste moment de juiste zorg krijgt.
hier zijn we trots op
Ons onderzoek bracht niet alleen bevestiging van bekende drempels, maar leverde ook verrassende inzichten op. Zo bleek dat de fase ná de screening voor patiënten zwaarder weegt dan verwacht en optimalisatie nodig had. Door deze fase mee te nemen in ons advies en een praktisch implementatieplan op te stellen, kon de Nederlandse Obesitas Kliniek direct aan de slag met concrete verbeteringen.
Dankzij een duidelijke planning, concreet resultaat.
Ook behoefte aan customer experience strategie?
