The Challenge
Trans Care BC program wanted to offer a guide and application process that outlined the steps for accessing publicly funded chest construction surgery. Surgery recipients needed to be understood and heard all in one resource. They needed valuable information, guidance, and connection with other people who have had this surgery, to learn from their experiences.
Our Solution
The solution included a guide explaining how to access publicly funded chest construction surgery in British Columbia. It provides important information, and a step-by-step application process for the procedure.
Button engaged in rapid delivery of the PHSA program, designing an accessible user experience to enable the application process and deliver meaningful user value. As preparing for chest construction surgery is a physical, emotional, mental, and spiritual process, we created the Workbook for Chest Construction Surgery in BC to guide participants along the way. This included accessible information on the website, along with worksheets, checklists, and exercises.
We created an enhanced self-service approach, establishing policy consistency through technology-based guard rails, which continues to drive supportive communication and user engagement with staff.
The Outcome
A caregiving process and application to support people going through gender-affirming surgery, providing hope and a source of help.
PHSA administrators can now focus on content creation and patient stewardship instead of wasting time on application maintenance. Patients are better cared for, and when they need live support, they benefit from improved utilization of employee skills and call-centre resources.
With the WebOps hosting platform now automatically securing updates, the business area achieved improved overall processes and workflows.
