Page 69 - Experience Based Co-design - a toolkit for Australia
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Service touchpoints and hotspots
A touchpoint is any point of contact patients have with your service. A hotspot is a high value touchpoint. This tool helps you understand exactly what makes your service work for
patients. Knowing which touchpoints patients value most helps you decide which areas to prioritise for improvement, and how best to do so.
Service touchpoints and hotspots
Case Study 2 describes a project to improve communication in an inpatient adolescent ward. It focussed on clinical handover which is a very important high-value touch point. Effective improvement at this touchpoint led to an enormous improvement evidenced by the following quote:
"ever since we started this [communication board], the levels [of communication] just gone through the roof [...] maybe the nurses are getting to know us better"
