TI Lithuania launched a social design experiment "Vitamin Lab" to see if changing clinic’s environment indirectly affects the behaviour and attitudes of patients, increase transparency and reduce bribery.
Vitamin Lab featured an interactive installation that TI Lithuania created with the community of Lazdynai Outpatient Clinic. Installed in the clinic’s waiting area, every patient was invited to evaluate his/her visit and indicate how smoothly the procedures went, how clear the doctor was when prescribing medication, what the overall impression of the visit was, would they be willing to say thank you to their doctor.
Patients expressed their feedback by distributing five yellow tokens into different categories of evaluation e.g. procedures were clear; communication was pleasant; I did not like it.
- Two representative surveys of patients were conducted before and after the initiative. Research & analysis
- An interactive installation to evaluate patient's visit at the doctor was installed. Trial & implement new approach
- A practical guidebook for healthcare institutions on how to achieve small victories was prepared and disseminated. AdvocacyAwareness raising
- Patients of Lazdynai Outpatient Clinic became more open to provide feedback about the procedure at the clinic, which led to more positive evaluation of doctors' work.
- Doctors were more open to discuss their values when working with patients and were more welcome to receive feedback.
- Corruption is a sensitive topic for both patients and doctors, therefore it is very important to ensure that surveys carried out throughout the initiative are anonymous and confidential. Ensuring the higher level of anonymity might increase the level of participation and also show to the public a more realistic picture of the service evaluation.
- In order to obtain accurate results and identify the real trends, it is necessary to ensure that the surveys are representative.
- Based on qualitative data, the feedback system should be simple and easily comprehensible; should be interactive; should maintain anonymity; should be lasting; should contain broad and simple categories but evaluate specific areas (or each doctor); and should be widespread among all the polyclinic (in order to be able to compare different medical institutions).
- Vitamin Lab evaluation categories should be adapted to the context of a particular healthcare institution and best reflect the patients’ daily experiences.