Embracing service design for hospital patient-centred experience: case study in health check-up centre

The healthcare industry in Thailand is facing increasing demands due to demographic changes and higher patient expectations. Improving the patient experience is crucial for promoting regular health check-ups and achieving better health outcomes. This study aimed to examine the customer journey and service blueprint in a health check-up center to identify areas for improvement. Through qualitative research methods, including interviews, observations, and shadowing of patients, the study identified several opportunities to enhance the patient experience. One major area of concern was the issue of long waiting times, which negatively impacted patient satisfaction. To address this, the study recommended the implementation of technology-based queue management systems to optimize resource allocation and provide patients with estimated wait times. Other recommendations included the introduction of online appointment services and personalized package selection to streamline the pre-exam stage. During the exam stage, providing comprehensive information and attentive interactions with healthcare providers were found to improve patient satisfaction. Effective post-exam communication, timely delivery of test results, and access to educational resourcesand support services were also identified as important factors in enhancing patient engagement and outcomes.By focusing on these areas and implementing the suggested improvements, healthcare providers can optimize the efficiency, convenience, and quality of health check-up services. This, in turn, will lead to increased patient satisfaction and improved healthcare outcomes. The study's findings and recommendations provide valuable insights for healthcare providers seeking to enhance the patient experience in health check-up centers.