Better Outpatient Services for Older People (BOSOP)

The first case study based in the Royal Hallamshire Hospital began in March 2009 and is called Better Outpatient Services for Older People (BOSOP). The BOSOP case study evaluated the Experience-Based Design (EBD) approach developed by the NHS Institute for Innovation and Improvement.

The team worked with all stakeholders and redefined the relationship between patients and staff. The result was practical solutions to enhance patient experience including wayfinding, appointment letters and parking. These changes are still being implemented.

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