Where does the patient journey break between digital and clinical services?
A healthcare service is experienced across appointments, records, instructions and follow-up. Digital decisions need to account for that whole journey, including people who cannot use a digital channel. Tiph's sector perspective examines service access, information quality and the handovers between patients, clinical teams and administrative staff.
ASSESSMENT QUESTIONS
Operating considerations.
Fragmented information across appointments, records and follow-up
Accessibility needs and different levels of digital confidence
Responsibility for sensitive information across system boundaries
Legacy systems and dependencies that restrict service changes
ADVISORY SCOPE
Areas of examination.
Patient journey and service-access assessment
Information architecture for patient and organisational communication
Portal requirements, integration mapping and handover design
Measures for completion, support demand and service accessibility
TIPH PERSPECTIVE
Access, information and service coordination
A portal should be assessed as part of a service, including what happens when the patient needs help or cannot complete a task. Interface changes alone cannot resolve an unclear clinical or administrative handover.
