Quinta Bella: A healthcare Center for families

Laboratorio de Gobierno

Improving access to primary health care

In collaboration with the Ministry of Health and the city of Recoleta, this project aimed to turn the health center Quinta Bella in a key player of preventing and boosting a self-care behavior in people’s health. The outcomes consisted in three central proposals: transforming the medical appointment logic from an order by time of arrival, into order by health conditions of people; collecting information to build a medical record of each member of the community; and prescribing physical activities to improve the health of groups of people.

The project began with mapping people’s experiences to become involved in a real scenario and arranging workshops with users, medical team members, civil servants, and authorities to gather information about the service. After collecting insights, the team built service models and visualizations of the touchpoints to spread the symptoms among the decision-makers. The use of storyboards was crucial to creating a sense of empathy with people’s experience. Once the main challenge was defined, many ideas were co-created to build a service concept. This desired scenario was introduced to stakeholders and, as a team, we started designing the service’s components that shaped the proposal.

Designing a system based on people’s medical records.

The core of the service proposed had, as a goal, the integration of medical records with other operational areas of the center. This system was created based on health profiles able to be shared with the medical staff. By doing this, nurses, doctors, and coaches of senior centers might arrange appointments relying on health conditions and prescribe activities depending on location and availability. Besides, this system will improve the check-in process and communication with doctors.

Planning a service concept with characteristics like Quinta Bella

When the service concept was approved and the touchpoints built by the design team, many hypotheses were linked with the system designed. In order to test our ideas, we planned a living lab, a recreation of Quinta Bella with the areas operating. Our goal was to obtain insights from simulating journeys with real users.

The plan included a physical recreation of waiting rooms and the facilities necessary to run the appointment with doctors. Each appointment arranged was selected to test the touchpoints and the procedures integrated with the central system of recordings. Finally, this program was shared with the stakeholders to be implemented whenever they will see availability.