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Charlotte Fountaine

MA work

Redesigning Médecins Sans Frontières' Hospital Handover Process

Médecins Sans Frontières is a humanitarian medical non-governmental organisation delivering aid and medical care worldwide. Handover between international field staff is a challenge, with ineffective handover wasting a significant amount of doctors and hospital management staff time. In the fast-paced environment, with human lives at stake, effective handover is essential. Approximately 7100 handovers are being carried out across MSF annually, 1 handover every 3 months in each hospital.

Through research, development and testing, we have created a new handover process which includes a flexible handover template, that field staff simply update links and bullet points when leaving their mission for their successor. A living organogram orientates new staff members in the team and a national staff buddy system links incoming international staff with national staff who work in the field consistently, to learn from their experience and expertise.

This new handover process makes simple, cost-effective changes in a large organisation to increase time that field staff can spend saving the lives of people in need due to war, famine and disease. 


  • MA Degree


    School of Design


    MA Service Design, 2018

  • I'm a Service Designer, who designs services which harness technology to reduce inequality and influence positive social change.

  • Degrees

  • BA Communication Design, Glasgow School of Art, 2014
  • Experience

  • Service Designer, Snook, Glasgow, 2014 - 2016; Service Design Intern, Mind, London, 2017; Co-founder, The Plinth, Glasgow 2014 - 2015