Case Study: Provincial Health Services Authority achieves a connected patient experience with OXD

Provincial Health Services Authority co-designs a connected patient experience with OXD and 60+ leaders

The Provincial Health Services Authority (PHSA) faced the challenge of a fragmented patient experience within British Columbia's healthcare system. Patients and providers struggled with disconnected services, having to navigate multiple portals and repeat health information. To address this, PHSA partnered with vendor OXD, leveraging their service design and digital transformation expertise to develop a unified vision for connected care.

OXD implemented a solution by facilitating collaborative co-design workshops with over 60 patients, providers, and sector partners. This process established a shared vision for a Connected Patient Experience (CPE) and identified key strategic shifts required to achieve it. The result was a province-wide blueprint for seamless, supportive healthcare interactions. OXD's work provided PHSA with the foundational strategy to improve patient satisfaction, increase access to care, and reduce administrative burdens on providers.

Provincial Health Services Authority