A personal digital guide to health services

In the last years the offer and use of public digital health services has greatly increased, with a further boost due to the COVID-19 pandemic emergency. The development of new digital tools has not always been matched by a process of rethinking the entire process, both in the physical and the digital environment.

Problem or opportunity 

With the increasing use of digital interfaces to public health service, we run into the risk of creating a friction between the user experience perceived in accessing physical places (Health Structures, Hospitals) and in using digital services (eg. booking examinations, payments, consulting reports).

The vision of Regione Emilia-Romagna is that of creating a digital guide to health services that leads the citizen through accessing and using public health services provided both in physical places and by digital services, creating a hybrid and seamless experience, accessible for all and easy to use.

Expected benefits

The beneficiaries of the actions would be all the people living in Emilia-Romagna region, (approximately 4.5M people). Specifically, people in need of health care will be facilitated in accessing health services, receiving clear step by step instructions of what to do and when, thus producing time savings and reduced anxiety.

Furthermore, personnel in public health structure will be relieved from giving  directions, explaining to users where and how to pay for examinations, etc. and will have more time to spend in added value activities.