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GP AT YOUR SERVICE (2024)
> Research Question:
How do the design and management of remote booking systems contribute to patients' emotional frustration and accessibility issues when scheduling GP appointments?
Sub-Question:
What factors/issues within hospital and healthcare management systems contribute to the accessibility of GP services in the UK?
Mode of Enquiry: Culture and Politics of Queueing Systems Infrastructure: Hospital Management Systems – Health Crisis
Project Description:
This investigative report explores the design and management of remote booking systems and how this contributes to patients' emotional frustration and accessibility issues when scheduling GP appointments. The outcome of this project seeks to ‘redesign’ a telephone booking system that incorporates elements of probability, bidding, and scenario-based challenges to create a gamified perspective of the GP appointment process, emphasizing the inefficiencies and emotional frustration experienced by patients.
> Initial Research
My initial research stemmed from micro-scale observations on queuing or 'waiting in line'.Exploring the politics of queuing, and the formulation of groups.Queueing systems are managed as part of a service or business management to improve people's experience.
Investigating queuing systems led me to explore various sectors, including transportation and restaurant management. I observed strategies like serving hot tea to waiting customers, known as "time fillers", which aim to alleviate perceived waiting times. An article on mega malls in China revealed how consumer behaviour drives crowd dynamics, illustrating the extremes people will go to in competition for limited resources.
In healthcare, I found alarming reports of hours-long waits for ambulances outside city hospitals, highlighting overwhelming management issues and workforce shortages. The concept of "death by queue", referring to patients dying while waiting for care, underscores the urgency of addressing these systemic failures.
Through a mind map, I identified the social and political implications of queuing, as well as the psychological effects of long waits. Cultural differences influence people's perceptions of queuing. For instance, in China, strategies like the buddy system help secure items, reflecting how queuing systems shape community dynamics.
My research shifted to focusing on the complexities patients face when scheduling GP appointments, particularly among older adults with untreated health conditions. I aimed to understand the emotional journey patients undergo to receive basic healthcare.
> Further Investigation:
A research investigation on the complexities and challenges patients encounter when attempting to schedule for GP appointments. Highlighting the emotional frustrations, distress and inaccessibility of GP services caused by the design and management of queueing systems.
Relevant Questions:
• Does our city’s infrastructure meet the basic needs of our community?
• How do queueing systems and long waiting times impact the experience of receiving
healthcare in the UK?
• Why does the GP appointment booking system feel competitive?
• Do we really need to justify ourselves to receive the help and treatment we need?
> Methodology & Research
I analysed CSV data from GP surveys, comparing recent years to past ones. While many reported successfully booking appointments, complaints about long wait times persisted. This dissatisfaction correlates with patients' expectations. If the NHS fails to meet these expectations, frustration increases.
> Project Development
THREE SCENARIOS:
SCENARIO 1:
Technical Issues:
- Participants will face challenges with technical issues during the booking process, encountering pre-recorded messages, low data, Wi-Fi connection issues, and sudden lagging.
How to get appointment:
- There will be options to ‘call again’ and signs that say, ‘be patient’. If the participant ends the call after two tries, they will have to start again.
- If the participant presses ‘call again’ more than 6-7 times, they will be connected
The purpose of this scenario is for participants to overcome these challenges and face the reality of technical issues associated with remote booking systems.
SCENARIO 2:
Problem-Solving: (Communication)
- Participants will face confusing questions from the receptionist that invade privacy, requiring them to justify the reasons for their appointment and describe their symptoms.
- Purpose of this scenario is for participants to claim their problem is urgent in order to be seen more quickly.
How to get appointment:
· Clearly list your symptoms
· The more believable your claims, the more likely you are to secure a GP appointment.
· Reference symptoms by saying, “Well, Google says…”
· Express anger or show other emotions to convince the receptionist
SCENARIO 3:
Solitude & Uncertainty:
- Participants will experience solitude, extended waiting times and uncertainty with the following elements:
- Muzak: Background music (Muzak) playing throughout the entire phone line.
• Pre-recorded Messages: pre-recorded messages that acknowledge the patient and assure them that help is coming soon, but there is never a human voice.
•Demoralising Tasks: Participants are given demoralizing tasks to ‘pass time’ while waiting
