The Modern Outpatient

What does a person-centred vision for the future of hospital outpatient services look like?


We asked: How might our health system be organised around the person rather than their individual conditions? And how would this change the care experience for a person living with multiple long-term conditions? Through employing a participatory design approach DHI developed a person-centred vision for the future of outpatient services.

We carried out interviews, pop-up public engagement sessions in hospitals, and co-design workshops with patients and NHS Staff to generate insights about how people would like to be supported to self-manage.

The four concepts identified (tools to support new ways of working, tools to support good conversations, tools to navigate health and care and tools to support self-management) identified below are currently being further developed to functional prototypes within the DHI Simulation Environment.


The Scottish Government Modern Outpatient Programme set DHI a challenge: to identify opportunities to innovate care for people living with multiple long-term conditions.

In Scotland, it is estimated that 47% of the adult population have at least one long term condition and the number of people who live with multiple conditions is growing. Currently specialist care is delivered in hospitals, with each condition treated separately. This way of organising care requires people living with multiple conditions to attend many appointments, which can be very tiring, as well as being an inefficient use of NHS resources.


Impact & Value

The following key findings will help to guide the future work of the Scottish Government Modern Outpatient Programme to:

  • Care for the whole person rather than each individual condition;
  • Recognise the importance of the person’s story and goals and use these to shape their care;
  • Focus care on supporting the person to get on with living life; doing the things they want to do and feel productive;
  • Generate of a wealth of new ideas to support people to self-manage and new tools for health and care professionals.