Enhance patient experience at GP.
How might we help UK surgeries have less missed appointments?
Pfizer is one of the world's largest pharmaceutical companies, with a long-standing programme supporting UK general practice.
Service Designer at Livework, leading research and the design of a scalable intervention.
UK surgeries were losing capacity to missed appointments — a problem framed as logistics that was, in fact, a patient-experience opportunity. Over twelve weeks we ran field research with patients and staff, then prototyped a workshop format across seven surgeries until it worked across very different practice cultures. The final three-hour workshop is now a recognised Pfizer Medical and Educational Grant.
Read the deeper storyCollapse
UK surgeries were losing capacity to a stubborn problem: patients booking appointments and never showing up. Pfizer entrusted us with reframing the issue from a logistics headache into a patient-experience opportunity.
At Livework, we developed a service intervention tested across seven UK surgeries. Field interviews with patients and staff fed into iterative prototypes of the workshop materials.
Each pilot site refined the format until it worked reliably across very different practice cultures — now recognised as a Pfizer Medical and Educational Grant available on Pfizer.co.uk.
Research Lead and Service Design Strategist — facilitating workshops, interviewing patients and clinicians, and shaping the final intervention.
Outcome
A 14% decrease in missed appointments after the initial roll-out — and a three-hour workshop now recognised as a Pfizer Medical and Educational Grant, available on Pfizer.co.uk.