Case Study
Enhancing Patient Engagement Through UX Optimization
overview
Improving the Knee Replacement Patient Journey Through Research
A leading healthcare organization sought to improve the patient experience for individuals undergoing knee replacement surgery. By conducting in-depth qualitative research, the organization aimed to align its pre-mapped patient journey with real-world experiences, uncovering emotional, logistical, and informational needs across the surgical continuum.
THE PROBLEM
Gaps Between Intended and Actual Patient Experiences
Despite having a structured knee replacement journey in place, the healthcare provider recognized a gap between its intended patient experience and the lived realities of patients. Key challenges included:
- Emotional distress and uncertainty before and after surgery
- Logistical hurdles related to insurance, scheduling, and transportation
- Inconsistent communication and support across care stages
- Limited post-operative support, leading to dissatisfaction and repeat surgeries
These gaps risked undermining patient trust, satisfaction, and outcomes.
OUR APPROACH
Qualitative Insights to Understand the Surgical Journey
To gain insights into ways of bridging these gaps, the organization partnered with C+R Research to conduct virtual focus groups with patients who’ve undergone knee replacement surgery in the past 24 months. The study included a diverse mix of demographics, insurance types (commercial, Medicare, Medicaid), and discharge experiences (home vs. rehab).
The research explored:
- Emotional and logistical pain points across the journey
- Decision-making processes and expectations
- Perceptions of care quality and communication
- Post-operative recovery challenges and unmet needs
- The influence of insurance and discharge type on patient experience
Key methodologies included thematic analysis of patient narratives, journey mapping, and identification of “moments that matter.”
The result
Transforming Care with Patient-Centered Improvements
The research uncovered critical insights that informed actionable improvements across the patient journey:
- Communication Enhancements: Patients desired clearer, more empathetic communication. Recommendations included pre-surgery introductions to care teams, transparent cost discussions, and educational resources tailored to each stage.
- Emotional Support Systems: Structured emotional support and peer networks were desired, especially during recovery and decision-making phases.
- Insurance-Specific Guidance: Tailored financial navigation support was recommended to address disparities in experience among commercial, Medicare, and Medicaid patients.
- Post-Surgery Care Improvements: Patients highlighted the need for integrated post-op support, including mental health resources, physical therapy coordination, and proactive follow-up systems.
- Specialist and PCP Collaboration: Strengthening referral pathways and early education initiatives were seen as key to improving early-stage experiences.
- Discharge Planning: Personalized discharge strategies based on support systems and medical needs were recommended to balance safety and comfort.
These insights are now being used to redesign the knee replacement journey, ensuring it reflects patient realities and delivers a more empathetic, coordinated, and effective care experience.
proven experience
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