Dutch healthcare is under pressure from staff shortages and rising costs. Much of everyday contact could have been a message instead of a phone call, or a video call instead of an in-person appointment. BeterDichtbij makes that contact easier, for patients and care professionals alike. For more than 8 years we have been their dedicated design partner, supporting UX design across the entire product suite.
Healthcare still runs largely on the telephone. Patients wait on hold and care professionals are interrupted all day long. BeterDichtbij chose a different model: asynchronous communication, built into the care pathway. Patients ask their question when it suits them and can read everything back at their own pace. Care professionals respond when it fits their day. That gives both sides more calm and more room.
We started with research: interviews with patients and with care professionals from hospitals, mental healthcare and home care organisations. Based on those insights we developed prototypes, tested them with real users and refined them based on their feedback. The result: all communication in one platform, with patients and colleagues alike. As easy as WhatsApp, fully designed for healthcare.
The result is a nationwide platform that has made healthcare genuinely easier for everyone. Patients find their way effortlessly and need to call or travel less often. Care professionals get time, overview and job satisfaction back.
For patients, it is all about lowering the barrier. In one place you can ask your care professional a question, send a photo or prepare for an appointment. No need to call, and no unnecessary trips to the hospital. The interface is calm, familiar and fully WCAG 2 AAA accessible. We tested it with people who rarely use apps and with people with visual or motor impairments. Every step works without explanation.
For care professionals, it is all about control and flexibility. The Professional app turns a stream of separate messages into a clear workload. Care professionals plan and delegate their communication instead of constantly reacting. They work together in teams and set up scheduled and recurring messages. That way they decide what their working day looks like, and keep more time and attention for the patient. On the work floor, the difference is felt immediately. Care professionals receive 25% fewer disruptive phone calls and gain an extra hour every day on the ward. Repeat consultations drop by 75%. At one hospital alone, that saves 1,800 consultations and 300 hours of care time a year. That is also 1,800 times a patient does not have to travel.
Op de werkvloer is het verschil direct voelbaar. Zorgverleners krijgen 25% minder verstorende telefoontjes en winnen elke dag een uur extra tijd op de afdeling. Herhaalconsulten dalen met 75%. Bij één ziekenhuis scheelt dat jaarlijks 1.800 consulten en 300 uur zorgtijd. Dat is ook 1.800 keer dat een patiënt niet hoeft te reizen.
“A strong application that solves a real problem and puts the user first. Clever and effective in its simplicity, with great potential for other hospitals.”
BeterDichtbij has become an essential part of Dutch healthcare. With 1.7 million users across more than 60 healthcare organisations, the platform is leading the digital transformation of healthcare and setting a new standard for digital care. The #1 position in the App Store, a 4.6 rating from over 29,000 reviews and a Gold Dutch Interactive Award show that we can make healthcare easier for everyone.
