There’s no room for waiting when you need to visit the doctor.

How do people experience the doctor’s visit? How does technology play into today’s experience? What is the greatest stressor present in the experience? At Sequence, a San Francisco based design consultancy, we wanted to know.

We conducted a research study and discovered that for many, the worst aspect of visiting the doctor is all the waiting and wasted time…from waiting for an appointment time to the check-in process, time wasted in the literal waiting room, and waiting on schedule delays, lab results, or learning the cost of the service (and paying for it). Instead of making improvements to all these processes and touchpoints that result in wasted time, we asked ourselves how we could eliminate waiting altogether. We didn’t want to make incremental improvements, but transform the entire experience. Our answer was On Call, a concept service that puts patients at the center of their healthcare experience, and opens up new service models for participating providers, ultimately giving everyone time back in their day.