Optimising the Care Journey at the Department of Cardiology at LUMC
B.L.W. Krijvenaar (TU Delft - Industrial Design Engineering)
Maaike S. Kleinsmann – Graduation committee member (TU Delft - Design, Organisation and Strategy)
Yingtao Sun – Mentor (TU Delft - Human Factors)
Julian Houwen – Graduation committee member (TU Delft - DesIgning Value in Ecosystems)
Douwe E. Atsma – Graduation committee member (Leiden University Medical Center)
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Abstract
The Dutch healthcare system is under increasing pressure from rising patient numbers, administrative burdens, and staff shortages. These challenges are felt throughout the healthcare sector, including academic hospitals such as the 'Leids Universitair Medisch Centrum' (LUMC). The cardiology department at the LUMC, in collaboration with TU Delft, has initiated a project to optimise their current care journey. This is done by improving workflow efficiency, reducing workload, and enhancing the wellbeing of healthcare professionals while maintaining high-quality patient care.
The project applies a strategic design approach with mixed methods. This includes qualitative research through interviews, observational studies, and Thematic Content Analysis (TCA). It identifies key problems in the current workflow, including administrative overload, fragmented communication, and a lack of transparency between internal systems, people, and technology. The findings indicate a misalignment of expectations patterns between internal healthcare professionals, patients, and external healthcare providers. This leads to decreased wellbeing, reduced collaboration, and professional burnout.
A strategic design framework was developed to address these challenges. This includes interventions for future implementation, such as a redesigned patient portal, a digital collaboration platform for interprofessional communication, and a knowledge data bank for medical and lifestyle information. The interventions aim to increase transparency, facilitate collaboration, and empower patients to engage in their care journey. By implementing the interventions, the cardiology department can improve workflow efficiency, enhance the wellbeing of internal healthcare professionals, and improve patient experience.
The project contributes to a wider discussion on healthcare system transformation and serves as a model for optimising care journeys. Future research should focus on evaluating the long-term impact of the interventions and their scalability across departments and other healthcare organisations.