Project Details

The leading TPA in Lebanon and the region, GlobeMed Lebanon asked Brandcell and Livework to create an understanding of the actors & factors that impact the in-hospital ER service delivery in view of improving the front-end servicing of ER admission and the patient experience. 

How Did We Help

We conducted an intensive empathic research consisting of ER observation in 6 major hospitals of the city as well as in-depth interviews for most actors involved (patients, their families, hospitals, insurance companies and GlobeMed team and staff). Coupled with a workshop session with the GlobeMed team, we were able to deliver a deep understanding of the current ER experience across many factors 

Project Outcome:
-Update of the ER Guidelines (example: Culture test is now being approved because it is vital for the ER medical diagnosis & care)
-Dedicated Telephone & Fax Line & ER Team within the Medical care department at GlobeMed Leb. with 98.11% of Prior Approval achieved under 15 minutes
-New guidelines and process activated in certain Hospitals and in process for other