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het resultaat

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de uitdaging

\n

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.

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de aanpak

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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. 

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hier zijn we trots op

\n

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.

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