Good communication in a hospital is harder than it sounds. At the emergency department and front desk, staff deal with stressed patients and families under pressure. The gap between clinical efficiency and human connection is real.

For AZ Sint-Maarten, our service designers ran co-creation sessions with staff across both settings: emergency care and administrative front-line roles. Rather than imposing a new communication framework from the outside, we built it together with the people who use it every day.

The result is a shared approach to patient-centred communication that staff recognise as their own.