Behaviour research example: Nudging A&E patients

Challenge: Understand reasons for patients coming to A&E insted of using their GP and ways to affect that behaviour
Our approach:
visit A&E waiting room, interview patients and staff, observe behaviour

A few of our recommendations to encourage better choices for medical attention

  • There are two main patient types: the health manager and the health victim. It is

    Patient behaviour: health victim and health manager

    the latter group who are heavy users of A&E for a range of practical and emotional reasons, many of which can be addressed.

  • Nudging techniques are recommended to shift behaviour in a more patient-centric way eg raising awareness of the salient “cost” of their choice
  • Encourage patient empowerment / co-ownership. “It’s not only doctors or the Chief Executive who have responsibility for this hospital. We all must look after our society. This is a public service and we are all part of the public”

Timescale: 1 month
Full report: find it here: A&E patient behaviour

Behaviour research example: library non-users

Challenge: Understand reasons for current low usage of libaries among adult learners and recommend ways to increase
Our approach:
visit many libraries, talk to staff, watch behaviour, focus groups with  users and non-users

A few of our recommendations to encourage library usage:

  • The look and feel of libraries is offputting to non-users. More transparency,

    Striking architecture at Peckham Library

    openness, clarity, guidance
    “I’m not clever enough”, “it looks boring”, “there’s too many rules”…

  • Libraries have always been about making information and entertainment available to everyone. New initiatives can be guided by that light rather than by the books that were historically the only way to offer this service
  • The library needs to be run for the users not the staff

Timescale: 2-3 months
Full report: find it here on the MLA website (34 page pdf)