Improved communication on the patient's terms

In order to make the diagnosis and treatment processes more flexible for both patients and the regional hospital in Silkeborg, design concern examined the experiences and needs of both patients and personnel. Based on this, a number of suggestions for improvement were put forward. Suggestions that have resulted in both shorter hospital stays and more ambulant treatments.

Diagnostisk Center


User needs visualised

Optimised communications effort

Strenthened information sharing

Optimised user experience

Improved patient treatment


“I know it’s called the rheumatological section.” “Is it just me who can’t see it?” “I know it’s called rheuma-something.” “I wonder what it’s called, if not this?” “I still want to go to the rheumatological section. But what is it called if it’s not rheumatological?” “It says something about joints and bones. Does it have anything to do with that? No, it doesn’t.”

Patient statements about booking appointments for arthritis examination through Region Midt’s website

About the project.

Diagnostisk Center in Silkeborg consist of a series of medical specalities as well as radiology. Diagnostic Center asked design concern to help optimise the diagnosis and treatment process among patients at Silkeborg Regional Hospital.

We carried out an preliminary user study on the patients’ experience of the referral process for diagnosis and assessment. We then drew up a number of ideas and recommendations on how the process could be optimised for the benefit of both patients and personnel.

Concrete suggestions for improvement were also developed: one of the suggestions concerned the information on the Centre’s website, which was not easy to navigate.

Another suggestion called for making the invitation letter itself easier to decode. Recommendations and suggestions were complemented by a number of concrete ideas on how to put the improvements into practice.


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