Ilonka believes that the only way to create sustainable e-health solutions, is human centered design. While working at AMC (now Amsterdam University Medical Centers) as head of online communication (2015 – 2018) she helped founding the Digital Patient journey Lab. This multidisciplinaire innovation team, worked to develop solutions to improve the patient experience. The team includes communication, ICT and the service center for the electronic health record (EHR).
The work of the online communication team resulted in a new website with a smart digital assistant, making the patient journey the starting point of all digital communication. The digital assistant (or chatbot), allows the Amsterdam AMC to present the content in relation to the EHR in any app or webapp. This is key to improving the patient experience. Essential part of the digital assistant is a database with information, making content management easier.
At Amsterdam UMC, Ilonka learned the possibilities and impossibilities of digital interaction in health. She has more than 20 years experience in (online) marketing and communication, as interim change manager in various commercial and not-for-profit organisations and a passion for innovation. Believing the only way to create a sustainable digital infrastructure is making design thinking central in healthcare, she founded Patient Journey Lab. Patient Journey Lab helps hospitals and health professionals to create the optimal patient experience with efficient and effective use of digital possibilities.