We had the opportunity to rewrite the second opinion procedure for a major hospital. When we got our hands on the project, we were thrilled! Here was a chance to make a real difference. The BEFORE instructions were garbled. Important directions meant for different audiences were in the same paragraph, intermixed, or spread throughout the document. Typos and grammatical errors not withstanding, it was a document that needed improvement - fast!
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Solution: Now the Right Hand Knows What the Left is Doing
Need to turn in paperwork? A simple graphic shows you what you need to fill out and at what point in the process. Instructions for each group (patients, doctors/specialists and plan administrators) were carefully separated and then spelled out graphically, side-by-side, so each group could see what they needed to do, in tandem with the others. Think: a timeline that you can read and follow painlessly.
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