Innovation and accessibility in the patient journey

In a context where digitalization has become an essential pillar for modernizing healthcare services, the local health unit (ULS) highlighted in this case study has been investing in transforming its processes with the goal of improving the patient experience and increasing operational efficiency.

The geographic dispersion of its hospital units represented a significant challenge, affecting patient orientation and accessibility to care. With a vision centered on innovation and humanization, the institution developed a pioneering hospital georeferencing project.

This initiative, grounded in continuous improvement and digital transformation principles, represents a tangible response to mobility, communication, and accessibility challenges throughout the patient’s physical journey, reinforcing the health unit’s commitment to excellence and proximity in healthcare delivery.

The local health unit and its commitment to excellence in care

The mission of this ULS in question is to be a benchmark of excellence within the healthcare system, distinguished by value creation and the integration of teaching, research, and training. The hospital structure of this unit is characterized by significant geographic dispersion, encompassing four distinct hospitals, which posed challenges for internal organization and for patients, who frequently had appointments and exams scheduled in different buildings or wards.

Guided by a vision centered on continuous improvement and user-focused innovation, the health unit defined as a priority redesigning the patient’s experience, simplifying the physical journey, and increasing access to care. It was within this context that the hospital georeferencing project was launched, a pioneering digital solution that transforms the patient’s smartphone into a compass, guiding them to the exact door of their appointment.

The challenge of accessibility and hospital orientation

The physical dispersion of the hospital units resulted in a fragmented experience for patients. Throughout the care process, the same patient could travel to different hospitals at different times for diagnostic or therapeutic procedures. In particular, one of the hospitals had more than 15 separate entrances, making the physical journey confusing and prone to errors.

This difficulty finding one’s way led to missed appointments daily, as many patients arrived at the wrong location or outside scheduled hours. In 2023, the missed appointments rate accounted for more than 12% of total appointments, representing not only reduced access but also a waste of human and financial resources, estimated at more than five million euros annually.

In addition, there was a lack of consistency in communication with patients, ranging from paper notifications to text messages or email, with different formats and terminology used to designate units and buildings, further contributing to confusion. According to a statement provided by a patient:

“It wasn’t an easy process; I always had to question how I could find the doctor’s office or exam room; it was not easy to find the location on my own.”

The innovative user-centered approach

To overcome these challenges, the unit’s multidisciplinary team developed an innovative mobile application designed to ensure that each patient receives all the necessary information at the right time and in the appropriate format. The initiative was built on three main pillars:

1. Geolocation and smart navigation

The app uses real-time georeferencing to guide the patient from the starting point to the door of their appointment or exam. The system recognizes the patient’s exact location and provides step-by-step directions, simplifying the journey and eliminating the need to rely on others for guidance.

Figure 1 – Example of the developed app

2. Multichannel communication and unified language

A comprehensive review of hospital and building parameters was carried out, ensuring consistency in how they are identified across all communication channels. Now, whether via text message, email, letter, or push notification in the app, the user receives messages with the same format, terminology, and information.

“This standardization of communication language was something we placed great importance on.”

This standardization of communication language was accompanied by a redesign of physical signage within the units, creating consistency between the digital environment and the hospital space.

3. Digital check-in and reduced waiting times

The app allows patients to check in online, avoiding unnecessary trips to kiosks or reception desks. The notification that they are being called for their appointment is sent directly to their mobile phone, enabling more efficient time management for both patients and healthcare professionals.

“With a simple click, they can confirm their attendance.”

Although it is a technologically complex process, the system stands out for its simple and intuitive usability, ensuring that any patient, regardless of digital literacy, can use it autonomously and securely.

Impact and results achieved

The georeferencing project became a milestone in the health unit’s digital transformation, simultaneously promoting accessibility, transparency, efficiency, and humanization of care. In less than one year of operation, significant results were achieved:

• A 25% reduction in the missed appointments rate.
• Approximately 22,000 registered users after 11 months.
• 34% increase in average monthly user growth.
• 38% average growth in the number of requests received.
• Significant reduction in average response and resolution times.
• App ranked among the top healthcare apps.

The app not only improved the patient experience but also contributed to more effective resource management, reducing the volume of in-person and phone contacts and increasing transparency in the appointment scheduling, cancellation, and confirmation process.

Accessibility and humanization at the core of digital transformation

More than a technology project, this initiative represents a humanization aimed at making access to healthcare simpler, faster, and more inclusive. By integrating digital tools with clear and consistent communication, the unit ensured that all its patients, regardless of their familiarity with technology, could find their way autonomously and securely. As stated by a member of the project team:

“This is a project developed with great care, demonstrating the true meaning of our motto: we care for you, we care for ourselves, and we care for our patients.”

We respect our clients’ confidentiality agreements. Although we have changed or omitted names, the results are real.