Table 3 As-is service processes and... | Emerald Publishing

Table 3

As-is service processes and suggested adaptations per patient segment

As-is standardized process	Suggested adaptation for respective segments
As-is standardized process	Proactives	Searchers	Traditionalists	Vulnerables
Reception
Phone booking at specific hours Waiting queue at arrival Waiting in the waiting room	Online booking Greeting by host at arrival Self-check in or by counter	Booking by phone/online Greeted by host at arrival, ability to ask questions Personal contact for repeat patients No check-in	Use as-is process, with addition of being greeted by a waiting room host Check-in using a check-in kiosk or by counter	Same as for Searchers
Hypertension
Reminder for yearly checkup by mail Booking by phone Tests one week prior to visit Appointment with specialist Clinicians discuss results Decision on re-visit or change in medication	Patient books when medication runs out Self-management of tests Results online Patient books check-ups online and brings test results for discussion	Patient given personal coordination nurse Nurse keeps contact by phone for status and reassurance Patient responsible for booking	Patient called for yearly check-up and books a time slot Health motivation talks with patient Prescription of physical activity Physical group activities	Patient appointed a coordination nurse Regular contact A direct phone number to nurse Additional check-ups
Depression/anxiety
Patient is referred to or contacts the primary care center The patient is booked a meeting with a physician and counselor The patient is also given advice for self-help An evaluation consultation is performed with the patient, and potential referral to specialist Treatment by medication, counseling, and group counseling Follow-up with potential referral	“Fast track” to treatment Written information Patient self-selection of treatment type, including individual and group counseling Digital channels for communication and visits	Provide written material and discuss the material with the patient Discuss concerns and worries Discuss preferred treatment, including individual and group counseling	Use as-is process	Carefully go through written information, at multiple occasions Discussion of concerns and questions More frequent physical meetings
Asthma
Patient calls primary care center or is called for an appointment Consultation with a specialist nurse or physician	Patient is provided with a measurement device Patient is directed to existing online teaching materials Patient is given guidelines on managing medication dosage based on measurements Patient contacts healthcare at specified values	Patient is provided with measurement device Patient is asked to report measurements online frequently Contact with patient through video consultations (feedback, support, and dosages of medication)	Patients are called biannually for checkup Information provided with a printed brochure rather than online	Patient receives a fixed contact with a coordinating nurse Nurse keeps regular contact with patient to check on progress No self-measurement Same physician each time
Diabetes
Patients are placed on waiting list for scheduled meeting with physician/diabetes nurse Patient receives a treatment plan	Patient performs self-measurements Only contacts nurse if measurements deviate significantly Patient adjusts dosage and medications No check-ups	Patient performs self-measurements Patient has a dedicated contact person Called for a biannual check-up meeting	Use as-is process	Patients have increased number of check-ups at predetermined intervals

As-is standardized process	Suggested adaptation for respective segments
As-is standardized process	Proactives	Searchers	Traditionalists	Vulnerables
Reception
Phone booking at specific hours Waiting queue at arrival Waiting in the waiting room	Online booking Greeting by host at arrival Self-check in or by counter	Booking by phone/online Greeted by host at arrival, ability to ask questions Personal contact for repeat patients No check-in	Use as-is process, with addition of being greeted by a waiting room host Check-in using a check-in kiosk or by counter	Same as for Searchers
Hypertension
Reminder for yearly checkup by mail Booking by phone Tests one week prior to visit Appointment with specialist Clinicians discuss results Decision on re-visit or change in medication	Patient books when medication runs out Self-management of tests Results online Patient books check-ups online and brings test results for discussion	Patient given personal coordination nurse Nurse keeps contact by phone for status and reassurance Patient responsible for booking	Patient called for yearly check-up and books a time slot Health motivation talks with patient Prescription of physical activity Physical group activities	Patient appointed a coordination nurse Regular contact A direct phone number to nurse Additional check-ups
Depression/anxiety
Patient is referred to or contacts the primary care center The patient is booked a meeting with a physician and counselor The patient is also given advice for self-help An evaluation consultation is performed with the patient, and potential referral to specialist Treatment by medication, counseling, and group counseling Follow-up with potential referral	“Fast track” to treatment Written information Patient self-selection of treatment type, including individual and group counseling Digital channels for communication and visits	Provide written material and discuss the material with the patient Discuss concerns and worries Discuss preferred treatment, including individual and group counseling	Use as-is process	Carefully go through written information, at multiple occasions Discussion of concerns and questions More frequent physical meetings
Asthma
Patient calls primary care center or is called for an appointment Consultation with a specialist nurse or physician	Patient is provided with a measurement device Patient is directed to existing online teaching materials Patient is given guidelines on managing medication dosage based on measurements Patient contacts healthcare at specified values	Patient is provided with measurement device Patient is asked to report measurements online frequently Contact with patient through video consultations (feedback, support, and dosages of medication)	Patients are called biannually for checkup Information provided with a printed brochure rather than online	Patient receives a fixed contact with a coordinating nurse Nurse keeps regular contact with patient to check on progress No self-measurement Same physician each time
Diabetes
Patients are placed on waiting list for scheduled meeting with physician/diabetes nurse Patient receives a treatment plan	Patient performs self-measurements Only contacts nurse if measurements deviate significantly Patient adjusts dosage and medications No check-ups	Patient performs self-measurements Patient has a dedicated contact person Called for a biannual check-up meeting	Use as-is process	Patients have increased number of check-ups at predetermined intervals