Problem statement:

The healthcare service provider aims to expand its customer base to include Gen Y/Millennials and Gen Z

To achieve this, a new value proposition must be developed that prioritizes personalized service experiences. However, the current global situation challenges building customer trust and loyalty.

The key problem is how to develop and implement a new value proposition that addresses these challenges and positions the company as a leading healthcare service provider with a strong customer base across generations.

Paint points

1. Outdated data management

   1. Some medical providers still implemented paper-based health record/Patient data security

      1. Where is patient data security?
         1. According to (The Standard, 2022), a well-known online press agency, reported a Thai woman alias named, A, on her way back from purchasing a snack spotted disclosed patient information and death certificate on her snack bag. The information is not only a copy report but a real manuscript from one of the hospitals in Chonburi. The report information contains the identification card, telephone number, name, last name, or even the patient's personal treatment rights.
      2. Patient Information leakage
         1. According to (BBC, 2021), Anutin Charnvirakul, a Thai politician, a deputy Prime Minister of Thailand, and is also the Minister of Public Health announced patient information from one of the hospitals in Petchaburi are leaked and marketed by a group of ill-wishers.
      3. Ways to share patient information across platform

      Health Link: แพลตฟอร์มเชื่อมโยงข้อมูลสุขภาพของไทย - Health Link

2. Long wait times for appointments or test results

ไขข้อสงสัย ทำไมคิวหมอไทยถึงรอนานนนน?

ตื่นเช้าไปรอคิวนาน แถมยังกลัวจะโดนเหวี่ยง รวมสิ่งที่ผู้ป่วยเจอจากการไปโรงพยาบาลรัฐ

Many factors cause 46% of Thais to spend their time in hospital more than 5-8 hours

• the inadequate ratio of doctors per patient is 1: 1,250 person
• More than half of doctors are overworked by 12 hours per day
• 60% of patients are non-urgency patients

1. e

ต้องเครียดแค่ไหน ที่ถึงเวลาเราต้องพบจิตแพทย์? | โรงพยาบาลสินแพทย์