Specialist Service Design to help you deliver Warm Home Prescriptions.

‘Warm Home Prescription’?

Or ‘Healthy Home Prescription’ describes a service centred on the provision of temporary heating-credit or long-term energy efficiency upgrades to enable chronically-ill Patients, adversely affected by cold conditions, to stay safe and warm in their homes over winter.

The term ‘Warm Home Prescription®’ is a registered trademark owned by the Energy Systems Catapult.

I’m Stuart Cooper, a veteran Experience Designer based in the UK.

I was the Service Design Lead for the Energy Systems Catapult ‘Warm Home Prescription’ activity for three consecutive years. I worked in a small, skilled team to take it from a 30 to 1000 home multi-region trial.

I created the service blueprints, referral system requirements and patient communications (email, SMS, phone) that delivered safe inclusive trials, leaving no home/supply profile excluded.
I wrote the training protocols and content then proudly trained partner-organisations within the NHS, energy charities and retrofit contractors.
I also designed, assembled and shipped the Patient Information Packs (with temperature loggers) to 1000 homes.

“I’m ready to go again for organisations that have been inspired by our early work and are designing for scale as we go into an uncertain winter for vulnerable energy consumers.”

Here’s why I can help your team.

I have been the service architect and design decision-maker for all key service moments that you will likely be designing for;

How to derive fuel credit sum accurately, repeatably and transparently.
How to pay credit to all fuel, meter and account types, including difficult non-smart prepayment meters and debt-on-account.
How to communicate with hard-to-reach patients showing high-mistrust using believable, respectful touch-points that work.
How to change the conversation with patients from temporary fuel-credit to retrofit and net-zero.
How to design an accessible patient support service, triage and escalation process that ensures patient and reputational safety at all times.
How to track, report impact and learn from patient feedback.

If you're an energy or social care innovator embarking on a new regional or national service I can run your design function or coach lightly from afar. You will not find another service designer with such proven, recent and astute views for providing warm homes ‘on prescription’.

I’ve done the hard-yards of architecting the essential service elements needed to support the most vulnerable patients, regardless of fuel type, meter type, tenancy and energy debt, so that you don’t have to. Learn from my experience defining the detail that matters to patients whether a fuel-credit intervention or low-carbon upgrade.