The Mississauga Halton Community Care Access Centre had created a Patient Bill of Rights to outline the rights of everyone to receive and provide care in an environment free from harassment and discrimination. The document lived on their website, but the CCAC wanted to brainstorm alternatives to communicating the message.
A collaborative discovery workshop was held with internal team members to create personas for both patients and caregivers. Once established, the team was led through a journey mapping exercise to map out the care lifecycle of a typical patient.
This process revealed multiple touch points throughout the customer journey where the bill of rights could be distributed and discussed, with emphasis on the most appropriate method for to the patient’s location within their journey.