Healthcare services often struggle with inconsistent delivery, competing priorities, and processes that are difficult for staff or patients to follow. We analyse the real behavioural, environmental and operational drivers behind service bottlenecks — from appointment flow to referral pathways — and identify high-impact, feasible changes that reduce friction and support smoother service delivery.

Clinicians and patients alike face overwhelming amounts of information. We help services simplify complex communication, reduce cognitive burden and design clear, compassionate messages that improve understanding, confidence and follow-through. This includes patient-facing materials, staff communication pathways and internal decision-making guidance.

Adopting new practices, following clinical pathways, or maintaining lifestyle changes can be challenging for both staff and patients. We identify behavioural drivers behind adherence, motivation, habits and confidence — and design tools, prompts and workflows that support consistent, sustainable behaviour change across clinical and non-clinical teams.