Hang up their medical gown for a few days and become social researchers to learn about the experience of their patients and families? What was anticipated as a different and enriching experience became frustrating for the health professionals of a hospital. Patients and families insisted on being ‘extremely polite’, remaining silent or answering with monosyllables to the insistence of professionals to know ‘their patient’s journey and experiences’.
At this point, the medical and nursing team contacted Twiga to request express training in qualitative research techniques.
Through the sessions designed ad hoc, the health professionals acquired the skills and confidence to more than succeed in the challenge. From the design of the patient experience map to the creation of the conditions for a safe environment in which the person could express themselves freely, through the practice of active and empathetic listening, or the analysis phase with the extraction of the main results, and most importantly: the design of solutions to the pain points detected.
The training was a success and proof of this is that we obtained a 9.78 out of 10 in the satisfaction questionnaire provided by the hospital😊