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Healthspring is pioneering the integrated primary care model in India. They are a chain of neighborhood clinics that deliver world-class tech-enabled high-quality care not only to individual retail users but also offer curated and highly personalized care management plans for corporate employees. Headquartered in Mumbai, they have a PAN India presence providing primary care and preventive healthcare services.
Our expert teams work at the intersection of healthcare, design and technology.
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Healthspring adopts a highly personalised approach to care delivery for their patients. Currently, Healthspring patients engage with the ecosystem either at one of the neighbourhood clinics. Alternately, patients also engage at the occupational health centres or health check-up camps set up in corporate locations. While the patients are extremely satisfied with the services, the entire process has a few problems:
1. Manual co-ordination - all appointments, reminders and co-ordination between patients and Healthspring is manual/semi-digital making the experience tiresome for all stakeholders
2. Low visibility - patients do not currently have quick and visibility into the services offered and need to go through the call centres/helplines to navigate the services offered by Healthspring - which leads to missed opportunity in terms of revenue and health outcomes.
3. Episodic/Reactive Care - While patients receive primary care and preventive health check-ups at Healthspring, currently engagements are episodic and initiated when patients need care or are offered services through corporate benefits. There is a missed opportunity to engage with patients in their long term care provision journey and shift focus from reactive to preventive, long-term care at Healthspring.
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SheetsHealthspring, which adopts a highly personalized approach to care delivery for their patients, faces a few challenges that impact the effectiveness of their services. The absence of a brand style guide results in inconsistencies in presentation and messaging across different channels. Their mixed set of services, combined with a confusing website structure, makes it difficult for patients to navigate and understand the full range of offerings. Furthermore, the organization must address the need for Smart Report generation, enabling patients to access meaningful health insights and take action accordingly. Data interoperability and continuity are essential for seamless integration with existing systems, ensuring efficient patient care and long-term engagement. Lastly, multiple stakeholders are involved in Healthspring's operations, which presents its own set of complexities when it comes to communication, coordination, and achieving shared objectives.
Based on the focused research and information gathered through design thinking workshops, we developed a mobile app which was user friendly and engaging, a patient-facing corporate web platform that interfaces with the internal EMR/ERP system, allowing for seamless data continuity and better service offering at any touchpoint. Additionally, we designed a smart report generated for the user based on Annual Health Check program giving deep insights into the patient's health and smart suggestions for users to book add-on/additional services through Healthspring.
