Journey map

How inaccessible is the existing service design in public healthcare?

� Unnecessary healthcare seeking behaviours � Social burdens, dependence � Solution-oriented � Rushed process that simply leads to a lot of waiting � Lack of response management

Based on the analogous experience of my uncle who recently visited the GOPC (public primary healthcare clinic), I documented his 9 hour experience in a classic service journey map. Using emojis and speech to portray his emotions, it shows a clear lack of touchpoints that can alleviate the frustration felt amongst not just the patient, but all stakeholders involved in the service. Of course, staf and resource shortage plays a key role in the disadvantages of service delivery, but there is lots of room for empathy to be practiced. Otherwise, the quality of care can easily be lost on the poor delivery of its service.

� Lack of empathy from staf � Frustration from all stakeholders � Unsatisfying ending � Feeling discontent, but understands that this is the only way � Limitations of public healthcare service delivery