Conventional service design methods are valuable for improving healthcare experience, but are limited in scale and information capture. Based on a constructed database of 2,320 stories from patients and carers with multiple long-term conditions (MLTC), this paper shows how real-life experiences can be used to inform healthcare service redesign. By combining the richness of qualitative insight with the breadth and representativeness of large-scale data, it identifies "Continuity of care", "Care coordination", and "Temporal - Access to services" as the priority redesign opportunities for MLTC.
@article{arxiv.2603.28145,
title = {Data-informed healthcare service design for multiple long-term conditions using online patient stories},
author = {Ji Han and Marta Staff and Saeema Ahmed-Kristensen},
journal= {arXiv preprint arXiv:2603.28145},
year = {2026}
}