Equipe Zorgbedrijven

Equipe Zorgbedrijven, a leading group of specialized clinics, aimed to embrace digital as a core asset for growth in the evolving healthcare landscape. Partnering with Reaktor, they initiated a comprehensive digital transformation, focusing on a hybrid care solution. Reaktor supported the process from opportunity selection to detailed concept design and development.

The resulting digital services optimize care processes, strengthen existing business, and pave the way for inorganic growth and market expansion. The digital therapy tools align with the quadruple aim of digital transformation: better care, lower costs, improved clinician experience, and enhanced patient experience.

At the beginning of our partnership, digital innovation was an intriguing yet somewhat unfamiliar domain for Equipe. From the get-go, we steered Equipe Zorgbedrijven towards a transformative path by initiating a multidisciplinary creative process of opportunity selection. The creative opportunity selection process involved various activities through which we helped Equipe to select those digital services that truly create value not only for Equipe but also for patients, clinicians, and the broader healthcare system. 

We organised a series of interactive workshops and brainstorming sessions during the opportunity selection phase. Our goal was to search for facts and observations of current pain points in patient journeys and workflows and, thereby, worked to identify most relevant opportunities for moving towards an ideal patient journey. The team comprised seasoned experts from various fields, including service and UX/UI design, modular software architecture, and digital transformation. 

This process was not just about generating ideas; we rigorously scrutinised each idea to ensure they met the trifecta of being viable, feasible, and desirable. Ideas were mapped against parameters like business potential and impact, impact on patient experience and work of clinicians, technical feasibility, and scalability. This method allowed the team to prioritise services that not only potentially generated viable business, but also were technologically feasible and resonated with the actual needs of clinicians and patients. 

By focusing on ideas that met all three criteria – business viability, technical feasibility, and user desirability – Reaktor helped Equipe Zorgbedrijven to filter out concepts that, while potentially promising, fell short in one or more areas. Through this selective approach, the hybrid care concept and the constituent digital services became more focused and clear. In the end, we helped Equipe leadership to prioritise potential services based on their business impact and plan for investment and organisational development actions needed.

The hybrid care concept that Reaktor created for Equipe Zorgbedrijven focused on  preparing patients for surgeries, making it easier for patients to find the information and help they need, enhancing patients’ post-operative recovery, and fostering patient commitment to completing their post-operative therapy programs. 

To design the concept, our design team conducted extensive user research, including deep interviews of  medical professionals, and their hurdles in using legacy systems and materials as part of their therapy work. By doing so, the Reaktor team gained valuable insights into the struggles, questions, challenges, and also anxieties that patients and clinicians face before and after surgical interventions. This knowledge was instrumental in developing digital tools that not only integrate smoothly with Equipe Zorgbedrijven’s innovative care delivery model but also empower patients during critical phases of their care pathway.

The digital tools and services we designed and built included for example user-centric information and preparatory guidance, on-demand care through chat and video, personalized rehabilitation exercises, progress tracking, and remote consultations. These services were geared towards the overall goal of empowering patients to take an active role in their recovery while staying connected with their care providers. For the clinicians, we designed and built a rehabilitation exercise planning tool and tools for communicating and consulting patients remotely. 

In the beginning, Equipe Zorgbedrijven was struggling with a situation very typical to many healthcare service providers: their content had accumulated throughout the years, spread into several different forms and channels, and lacked a unified ownership. Recognizing the critical need for a strategic approach on content, Reaktor was happy to guide Equipe towards a thought-out patient journey for their customers in the form of clear and concise content.

The process started by a qualitative audit that helped us to see the essential pain points of the current content, such as problems with content structure, relevance, and voice. Despite the challenges, the large amount of content and its many good qualifications laid a robust foundation for the work. 

In close cooperation with UX design and substance matter experts, we proceeded to create meaningful content for one essential diagnosis and its most common operational treatment. Through purposeful content, Equipe had a vast potential to deepen their patients’ understanding of their health status, thereby enhancing better treatment results. Thus, we created clear, empathetic, and unconditionally professional content that covered the entire patient journey from the diagnosis to the recovery phase, focusing on the patient empowerment aspect.

Based on this phase, we constructed a solid CMS content model that could be scaled for other variables and other medical sub-areas in the future. We also created content and tone-of-voice guidelines and a comprehensive glossary to support and keep up the consistency in the subsequent content initiatives. Finally, we gave advice to the roles and responsibilities concerning workflows and governance of the UX content, ensuring that the strategic and patient-centric thinking will lead the content work in the future, too.

• Opportunity selection advisory
• Concept design
• Architecture design
• Business design
• UX and visual design
• Content strategy
• Full-stack software development
• Setting up headless CMS and related content creation and management processes
• Integrations with propriety care quality and pathway engine to enable personalised care
• Digital transformation program support