Patient information lymphovascular medicine

The ECL, a center of expertise within the Nij Smellinghe hospital, specializes in diagnosis and treatment of lymphedema and lipedema. Patients from all over the Netherlands and abroad come to ECL for this. By conducting scientific research, sharing knowledge and providing training and publications, ECL positions itself as a knowledge center.
The challenge

Every day, many new patients report to ECL with questions about intake, procedure and treatment options. Practical questions, such as questions about the route to the hospital and the department, were also frequently called to the outpatient clinic secretariat. 

Providing the correct explanation for each patient and, in particular, explaining what information patients themselves must gather in order to achieve a successful application, proved to take a lot of time on a daily basis. Not infrequently, after a telephone explanation, the information provided turned out to be incomplete. To solve this information problem, ECL was looking for a customer-friendly solution.

Purpose and approach

The department set a goal of no longer providing telephone explanations of the application process, without sacrificing the department's customer-friendliness. 

Because Indiveo information is developed modularly, each patient can be provided with its own chain of information relevant to the patient. To make the ECL information modular (switchable) it was decided to develop the following information modules (Divis):

  • The application process at ECL
  • The conservative treatment for lymphedema
  • The surgical reduction treatment for lymphedema

"We are especially happy to have less phone. Phone calls are shorter and run much more pleasantly because the information is already clear.
In short: less miscommunication and more understanding!"

- Sylvia Borsboom, Center of Expertise in Lymphovascular Medicine

Result

The Divi on the application process at the department replaces the telephone explanation and shows step by step what information needs to be collected by patients and where to find it. With the use of this Divi, the department can rely on a complete explanation. Healthcare providers see this reflected in the information supplied by patients. This is complete in almost all cases. 

With pictorial information about the different treatments for lymphedema, patients get a clear idea of the treatment process. As a result, they know what to expect with which treatment. The Divis are arranged so that patients always see information that is relevant to them. 

The ECL has shown that qualitative information combined with new technology can improve the patient experience and save time for caregivers. With Indiveo, the ECL has set the tone for a future-oriented digital information process with all the advantages that come with it. They are thus demonstrating that they are a leader in healthcare.

Also curious about the possibilities?
Please contact Ralph Koppers.

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