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Reimagining Patient Experience

 

Dr. Murali Poduval

Senior Consultant, Life Sciences Engineering Group, TCS

Rajiv Thanawala

Innovation Evangelist, TCS

Dr. Mayuri Duggirala

Senior Scientist, TCS Research

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Using a behavior-driven service design approach to enhance post-surgery experience

Despite significant advances in joint replacement surgery in recent years, up to 20% of patients remain dissatisfied with the outcomes. Technical problems such as improper implant and surgical techniques, as well as patients' functional status before surgery and other health conditions, contribute to the dissatisfaction. We believe that behavioral sciences can address the mismatch between patient expectations and reality.

The role of behavior science

Patients’ health history and behavior, including their expectations, lifestyle, and socio-economic factors affect patient reported outcomes. In addition, conditions such as anxiety and depression are likely to emerge before, during and post-surgery, and impact pain perception and recovery outcomes over time.

Adopting a service-design approach

A patient’s journey before, during and post-surgery care should be considered in totality with the journeys of the other stakeholders. To create an empathetic solution that also fits business needs, all key stakeholders' concerns and constraints must be considered.

We believe that a digital health solution like this will give hospitals and surgeons comprehensive, timely, and patient-centric data, allowing them to treat patients more effectively.

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