OVERVIEW
The problem of elligible patients not being able to avail concessional treatment in the hospitals was observed. This affected the underprevilideged and finanacially weak patients and their families. They were under extreme financial stress and had frustration towards the system. A systemic solution that would result in automated availing of government schemes, proper tracking of medicines and other medical supplies and transparency between the hospital and patients was developed.
PROCESS
1. Observation and Primary Research
2. Personas
3. Journey Map
4. Problem Statement
5. Solution Goals
6. Secondary Research
7. Systemic Solution
8. New Journey Map
PRIMARY RESEARCH INSIGHTS
OBSERVATION: SAMPLE SIZE 20 | INFORMAL INTERVIEWS: SAMPLE SIZE 5
Corruption
Hopelessness
Lack of Information
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Greedy doctors
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Pressure from top management to keep the chain of corrupt money flowing.
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Patients believe that no one is here to help them.
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Bad experiences with government hospitals previously
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Guardians and patients are illiterate & trust doctors completely
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Staff does not have time to explain procedures
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Procedures are too complex
Underprivileged patients not being able to avail healthcare schemes in spite of being eligible for them.
PERSONAS
SUJATA KALE
“Its a government hospital, you have to adjust.”
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Age: 32 yrs
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Occupation: Househelp
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Language: Marathi, Hindi
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Literacy level: 4th Std.
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Environment: Urban slum
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Earning members: 2
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Goals: To successfully get her husband treated
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Contextual skills: Is efficient at maintaining patient’s hygiene
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Behaviour patterns: Talks calmly and softly.
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Mental state: Calm, optimistic, hopeful.
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Motivation: Subsidized cost of treatment.
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Pain Points: Cannot read the documents and fill forms on her own.
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Frustrations: Arranging for medicines and other necessities again and again.
DINESH YADAV
“I have to take my child along with me everywhere. anyone can kidnap a child sitting alone in this hospial.”
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Age: 29 yrs
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Occupation: Factory Worker
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Language: Hindi
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Literacy level: 10th Std.
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Environment: Urban slum
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Earning members: 1
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Goals: To see his wife and newborn child healthy.
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Contextual skills: Is good at sweet talking to get what he wants.
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Behaviour patterns: Is constantly fidgeting with hands.
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Mental state: Anxious, nervous, concerned
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Motivation: More facilities as compared to the hospitals in his wife’s native place.
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Pain Points: Too many formalities for subsidized treatment, no safe place to keep the documents.
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Frustrations: No safe place in the hospital to leave the child while going out of the hospital to arrange for things.
JOURNEY MAP
SOLUTION GOALS
Quantitative goals
100% patients eligible for the schemes should be able to avail it.
Qualitative goals
Easing the process for guardians to avail schemes for their patients.
SECONDARY RESEARCH
Rajiv Gandhi Jeevandayee Arogya Yojana (RGJAY)
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Government scheme for subsidised medical treatment available throughout Maharashtra
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971 surgeries/therapies/procedures covered
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121 follow up packages covered
Digital Lockers
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It provides citizens a shareable private space on a public cloud
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To be used for documents and certificates storing
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Digital locker storage space is linked to Aadhar number