CARE TO WAIT
Using real-time data to transform the waiting experience - reducing patient frustration and driving a 88% uplift in user satisfaction within the Emergency Department.
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CONTEXT
Treating approximately 60,000 patients each year, the Mater Hospital’s Emergency Department faces significant pressure. For patients, prolonged and uncertain waiting times in a chaotic environment make the waiting room a particularly stressful experience.
PROBLEM
A lack of clear, patient-centred communication in the Emergency Department leaves patients uncertain about processes, wait times, and next steps. In an environment where wait times cannot be reliably predicted, this uncertainty drives frustration, anxiety, and increases pressure on staff.
INSIGHT
When dashboards require explanation or prior knowledge, users feel excluded and uncertain. Designing for instant comprehension makes the service more inclusive and accessible from the first moment of use.
Solution
The waiting room dashboard reimagines the waiting experience by offering patients visibility of their care journey. It reduces uncertainty, eases anxiety, and builds confidence in the service through clear, compassionate updates.
