DOI: 10.1017/pds.2026.10532 ISSN: 2732-527X
Data-informed healthcare service design for multiple long-term conditions using online patient stories
Ji Han, Marta Staff, Saeema Ahmed-KristensenABSTRACT:
Conventional service design methods are valuable for improving healthcare experience, but are limited in scale and information capture. Based on a constructed database of 2,320 stories from patients and carers with multiple long-term conditions (MLTC), this paper shows how real-life experiences can be used to inform healthcare service redesign. By combining the richness of qualitative insight with the breadth and representativeness of large-scale data, it identifies “Continuity of care”, “Care coordination”, and “Temporal – Access to services” as the priority redesign opportunities for MLTC.