FALCK
Timing
During a crisis requiring ambulance transport to the hospital, how do you collect billing information with empathy and sensitivity?
We partnered with Falck to address these crucial questions, enhancing the patient experience and adding value to the service provided.
Our Approach:
Exploratory and Ethnographic Research
Service Blueprint and Mapping
Leadership Workshop Facilitation
Care Delivery Solution Prototyping
Maximized Revenue Cycle Management
Identifying Hidden Pain Points
We designed a multi-faceted research approach, including interviews with emergency response leaders, 35 hours of ambulance rides, mock patient tests, 20 online audits, 5 patient interviews, and over 10 employee interviews. This helped us understand the billing experience at every touchpoint, identifying issues from the inclusion of logos on bills to the need for logistical support tools for EMTs.
Reaching New Solutions Through Collaborative Design
We facilitated four work sessions with Falck’s senior leadership team to discuss our findings and co-design solutions that supported both patients and staff. These sessions provided a platform for key, and sometimes disparate, groups within the organization to share their perspectives and collaboratively solve problems.
Solutions That Advocate for Patients and Employees:
We developed solutions, implementation plans, and full-scale experience visions to make the billing process friendlier for patients and staff. This included a dedicated navigation team supported by an engagement platform to advocate for patients, and materials designed to inform patients, family members, and employees about the steps following an ambulance ride.
Our Impact:
Falck was equipped with a strategic roadmap aligning high-priority efforts.
Potential recovery of $5 million in lost revenue identified.
A Falck client remarked, “I believe we will look back on this day and realize that it’s one of the most important things we’ve done together.”