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T.W.D. Nolen
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This thesis explores how human-centered design can improve both patient and healthcare-worker experiences within the breast cancer surgical pathway at the Reinier de Graaf Gasthuis. Breast cancer care is multidisciplinary, complex and emotionally demanding process. Patients navigate a pathway of consultations, receive treatments and make important decisions, while professionals work within tight schedules, interdependent processes and a high workload. Through literature review, observations, walk-along sessions, semi-structured interviews, thematic analysis (using NVivo) and patient journey mapping, the project uncovers key challenges in communication, emotional support and organizational coordination.
Patients describe the RdGG as empathetic, accessible and medically highly skilled. They consistently feel seen, heard and genuinely supported by the hospital staff. At the same time, several areas for improvement emerged, including clearer preoperative information and the avoidance of emotionally charged language. Patients also expressed that there is potential for further digitalization of the care process, like an easy accessibale app. A recurring theme was the desire for opportunities to connect with former patients (“buddies”) who understand the emotional impact of a breast cancer diagnosis and treatment. However, both the ‘patient satisfaction survey’ and the interviews confirm a more than positive experience, with RdGG scoring a 9/10 and patients expressing strong satisfaction with their care.
Healthcare professionals highlight a very different set of challenges. The scheduling of combined oncological and reconstructive surgeries (IBR) appears as the most significant bottleneck. Variations in surgeon availability, unpredictable procedure durations, sudden changes in schedules because of treatment changes and limited digital integration make planning frustrating and time-consuming. Despite high performance metrics (patient satisfaction survery), caretakers indicate that current systems require substantial manual coordination “behind the scenes” to maintain quality and availability.
The design brief arising from these insights focuses on improving communication, strengthening coordination and making the surgical planning process more predictable and transparent. This thesis presents potential interventions, including predictive scheduling methods, data-driven forecasting of IBR demand, an online planning tool, a patient opt-in system for flexible scheduling and clearer distribution of planning responsibilities among departments. A strategic roadmap outlines how these interventions can be implemented between 2026 and 2030, ultimately enabling a more integrated and efficient planning ecosystem.
Overall, this project shows that design can play an important role in connecting organizational needs with human experiences. By enhancing communication, supporting emotional needs and improving logistical workflows, the RdGG can offer breast cancer patients a consistent and comforting care journey, while reducing workload and increasing efficiency for its healthcare professionals. ...
Patients describe the RdGG as empathetic, accessible and medically highly skilled. They consistently feel seen, heard and genuinely supported by the hospital staff. At the same time, several areas for improvement emerged, including clearer preoperative information and the avoidance of emotionally charged language. Patients also expressed that there is potential for further digitalization of the care process, like an easy accessibale app. A recurring theme was the desire for opportunities to connect with former patients (“buddies”) who understand the emotional impact of a breast cancer diagnosis and treatment. However, both the ‘patient satisfaction survey’ and the interviews confirm a more than positive experience, with RdGG scoring a 9/10 and patients expressing strong satisfaction with their care.
Healthcare professionals highlight a very different set of challenges. The scheduling of combined oncological and reconstructive surgeries (IBR) appears as the most significant bottleneck. Variations in surgeon availability, unpredictable procedure durations, sudden changes in schedules because of treatment changes and limited digital integration make planning frustrating and time-consuming. Despite high performance metrics (patient satisfaction survery), caretakers indicate that current systems require substantial manual coordination “behind the scenes” to maintain quality and availability.
The design brief arising from these insights focuses on improving communication, strengthening coordination and making the surgical planning process more predictable and transparent. This thesis presents potential interventions, including predictive scheduling methods, data-driven forecasting of IBR demand, an online planning tool, a patient opt-in system for flexible scheduling and clearer distribution of planning responsibilities among departments. A strategic roadmap outlines how these interventions can be implemented between 2026 and 2030, ultimately enabling a more integrated and efficient planning ecosystem.
Overall, this project shows that design can play an important role in connecting organizational needs with human experiences. By enhancing communication, supporting emotional needs and improving logistical workflows, the RdGG can offer breast cancer patients a consistent and comforting care journey, while reducing workload and increasing efficiency for its healthcare professionals. ...
This thesis explores how human-centered design can improve both patient and healthcare-worker experiences within the breast cancer surgical pathway at the Reinier de Graaf Gasthuis. Breast cancer care is multidisciplinary, complex and emotionally demanding process. Patients navigate a pathway of consultations, receive treatments and make important decisions, while professionals work within tight schedules, interdependent processes and a high workload. Through literature review, observations, walk-along sessions, semi-structured interviews, thematic analysis (using NVivo) and patient journey mapping, the project uncovers key challenges in communication, emotional support and organizational coordination.
Patients describe the RdGG as empathetic, accessible and medically highly skilled. They consistently feel seen, heard and genuinely supported by the hospital staff. At the same time, several areas for improvement emerged, including clearer preoperative information and the avoidance of emotionally charged language. Patients also expressed that there is potential for further digitalization of the care process, like an easy accessibale app. A recurring theme was the desire for opportunities to connect with former patients (“buddies”) who understand the emotional impact of a breast cancer diagnosis and treatment. However, both the ‘patient satisfaction survey’ and the interviews confirm a more than positive experience, with RdGG scoring a 9/10 and patients expressing strong satisfaction with their care.
Healthcare professionals highlight a very different set of challenges. The scheduling of combined oncological and reconstructive surgeries (IBR) appears as the most significant bottleneck. Variations in surgeon availability, unpredictable procedure durations, sudden changes in schedules because of treatment changes and limited digital integration make planning frustrating and time-consuming. Despite high performance metrics (patient satisfaction survery), caretakers indicate that current systems require substantial manual coordination “behind the scenes” to maintain quality and availability.
The design brief arising from these insights focuses on improving communication, strengthening coordination and making the surgical planning process more predictable and transparent. This thesis presents potential interventions, including predictive scheduling methods, data-driven forecasting of IBR demand, an online planning tool, a patient opt-in system for flexible scheduling and clearer distribution of planning responsibilities among departments. A strategic roadmap outlines how these interventions can be implemented between 2026 and 2030, ultimately enabling a more integrated and efficient planning ecosystem.
Overall, this project shows that design can play an important role in connecting organizational needs with human experiences. By enhancing communication, supporting emotional needs and improving logistical workflows, the RdGG can offer breast cancer patients a consistent and comforting care journey, while reducing workload and increasing efficiency for its healthcare professionals.
Patients describe the RdGG as empathetic, accessible and medically highly skilled. They consistently feel seen, heard and genuinely supported by the hospital staff. At the same time, several areas for improvement emerged, including clearer preoperative information and the avoidance of emotionally charged language. Patients also expressed that there is potential for further digitalization of the care process, like an easy accessibale app. A recurring theme was the desire for opportunities to connect with former patients (“buddies”) who understand the emotional impact of a breast cancer diagnosis and treatment. However, both the ‘patient satisfaction survey’ and the interviews confirm a more than positive experience, with RdGG scoring a 9/10 and patients expressing strong satisfaction with their care.
Healthcare professionals highlight a very different set of challenges. The scheduling of combined oncological and reconstructive surgeries (IBR) appears as the most significant bottleneck. Variations in surgeon availability, unpredictable procedure durations, sudden changes in schedules because of treatment changes and limited digital integration make planning frustrating and time-consuming. Despite high performance metrics (patient satisfaction survery), caretakers indicate that current systems require substantial manual coordination “behind the scenes” to maintain quality and availability.
The design brief arising from these insights focuses on improving communication, strengthening coordination and making the surgical planning process more predictable and transparent. This thesis presents potential interventions, including predictive scheduling methods, data-driven forecasting of IBR demand, an online planning tool, a patient opt-in system for flexible scheduling and clearer distribution of planning responsibilities among departments. A strategic roadmap outlines how these interventions can be implemented between 2026 and 2030, ultimately enabling a more integrated and efficient planning ecosystem.
Overall, this project shows that design can play an important role in connecting organizational needs with human experiences. By enhancing communication, supporting emotional needs and improving logistical workflows, the RdGG can offer breast cancer patients a consistent and comforting care journey, while reducing workload and increasing efficiency for its healthcare professionals.