Laboratorio de gobierno
PUBLIC INNOVATION, CHILE
Laboratorio de Gobierno is a pioneering innovation hub nestled within the Chilean government, dedicated to fostering innovation and promoting a citizen-centric approach in the design of public services.
As part of the initial team of the Laboratorio de Gobierno, my contributions encompassed the development of design methodologies, the creation of innovative tools, and the execution of a case study project. This project served as a practical demonstration of how these methodologies could be applied effectively in real-world scenarios.
For further information about Laboratorio de Gobierno and its impactful work, please visit https://www.lab.gob.cl/
The challenge
To showcase the effectiveness of the service design methodologies developed for Laboratorio de Gobierno, we undertook a project in collaboration with the Ministry of Health.
For many Chileans, accessing primary healthcare is a significant challenge. In certain regions, individuals must wait in line outside health centers from the early hours of the morning to consult a doctor, facing potential health risks and unsafe conditions in the process.
The Ministry of Health's vision is to offer comprehensive patient care through CESFAMs (Family Health Centers). However, these centers often grapple with resource limitations, hindering their ability to fully realise this vision.
The reality for doctors in these settings is stark; they are allocated merely 10 minutes per patient. This severe time constraint fosters superficial, transaction-based interactions, leaving patients with lingering questions about their conditions and treatments. Consequently, many patients find themselves compelled to make repeat visits to CESFAMs, exacerbating the strain on the system and intensifying patient dissatisfaction.
How might we transform the doctor-patient relationship to create holistic, effective and meaningful healthcare experiences?
The outcome
Núcleo Activo is an innovative digital platform that offers a comprehensive 360° perspective on patient lives, empowering doctors to swiftly gain a holistic understanding of the individuals they treat. This platform facilitates a deeper comprehension of the patient's medical history, lifestyle, and the array of services available in their vicinity.
With a richer understanding of the patient's personal circumstances, including their living conditions and community resources, healthcare providers can deliver more accurate diagnoses and tailor treatments more effectively. This includes the innovative approach of social prescribing, which leverages local services and activities, such as community sports, to enhance patient wellbeing. Núcleo Activo fosters a vital connection among healthcare professionals, patients, and local communities, enriching the healthcare ecosystem.
In recognition of its groundbreaking approach, Núcleo Activo was nominated for the Helen Hamlyn Design Awards in 2015.
This project consisted of
Design Research
Strategy
Service and Product Design
