Patient Experience2018-11-01T12:53:55+00:00
HUMAN EXPERIENCE

Design and Operational Considerations

Quality design has a profound ability to impact our experience and perception of space. In addition to helping providers implement operational process improvements, overcome obstacles that limit patient satisfaction, and develop staff accountability systems, we seek to shape the patient experience through thoughtful design. Our human-centric approach focuses on elevating the full patient journey to devise the best solution. While each project presents its own unique challenges, certain universal issues that we consistently encounter across the nation provide opportunities for your improvement:

HUMAN EXPERIENCE

Design and Operational Considerations

Quality design has a profound ability to impact our experience and perception of space. In addition to helping providers implement operational process improvements, overcome obstacles that limit patient satisfaction, and develop staff accountability systems, we seek to shape the patient experience through thoughtful design. Our human-centric approach focuses on elevating the full patient journey to devise the best solution. While each project presents its own unique challenges, certain universal issues that we consistently encounter across the nation provide opportunities for your improvement:

FAMILY-CENTERED CARE

Research shows when the design promotes staff-to-family communication in the hospital patient room there are positive outcomes regarding reduction of readmissions. Our family-centered designs encompass several concepts that provide a comfortable environment and social support, enabling families and friends to continuously care for their loved ones. Some of our family-centered design concepts include:

  • Designing family sub-waiting/lounge spaces that provide stress relief for family members away from the patient bedside. These spaces also offer convenient and efficient consultation when it is advantageous to step away from the patient.

  • Changing the design of public/waiting spaces to create modular family areas, allowing for greater privacy.

  • Providing positive distractions through technology and furniture solutions that allow patients and family members flexibility and freedom. Whether providing areas for private work, social interactions, or entertainment, we attempt to elevate the user’s experience while in the healthcare setting.

  • Dedicated staff and family zones within the patient room. Many of our clients request their inpatient room designs provide a family zone with a desk, sleeper sofa, technology access, ample electric and USB ports, and dimmable lighting. Staff can complete documentation at the patient’s bedside and simultaneously maintain a conversation with the patient family care provider.

BIOPHILIC DESIGN

As humans we have an inherent desire to align with our place in nature.

Studies have repeatedly shown the positive influence of natural light and views of nature on a patient’s ability to heal, control stress level, and reduce length of stay and/or perception of pain. We strive to create spaces that consider the healing aspects of nature and fundamentals of biophilic design. Our integrated team of designers: architects, interior designers, and engineers, develop spaces and aesthetics that satisfy our innate biophilic need.

FAMILY-CENTERED CARE

Research shows when the design promotes staff-to-family communication in the hospital patient room there are positive outcomes regarding reduction of readmissions. Our family-centered designs encompass several concepts that provide a comfortable environment and social support, enabling families and friends to continuously care for their loved ones. Some of our family-centered design concepts include:

  • Designing family sub-waiting/lounge spaces that provide stress relief for family members away from the patient bedside. These spaces also offer convenient and efficient consultation when it is advantageous to step away from the patient.

  • Changing the design of public/waiting spaces to create modular family areas, allowing for greater privacy.

  • Providing positive distractions through technology and furniture solutions that allow patients and family members flexibility and freedom. Whether providing areas for private work, social interactions, or entertainment, we attempt to elevate the user’s experience while in the healthcare setting.

  • Dedicated staff and family zones within the patient room. Many of our clients request their inpatient room designs provide a family zone with a desk, sleeper sofa, technology access, ample electric and USB ports, and dimmable lighting. Staff can complete documentation at the patient’s bedside and simultaneously maintain a conversation with the patient family care provider.

BIOPHILIC DESIGN

As humans we have an inherent desire to align with our place in nature.

Studies have repeatedly shown the positive influence of natural light and views of nature on a patient’s ability to heal, control stress level, and reduce length of stay and/or perception of pain. We strive to create spaces that consider the healing aspects of nature and fundamentals of biophilic design. Our integrated team of designers: architects, interior designers, and engineers, develop spaces and aesthetics that satisfy our innate biophilic need.

QUALITY OF REST

Patients frequently suffer impaired immune function, ventilatory compromise, and disrupted thermos regulationStudies show that these effects may hinder the healing process and contribute to increased morbidity and mortality.

The following environmental approaches have shown promising results in improving patient sleep:

  • Specifying wall treatments, ceiling and flooring materials that absorb noise

  • Sound absorbing panels at nurse stations

  • Noiseless paging systems

  • Subtle lighting for the nurse entering a room at night to maintain circadian rhythms

  • Examining everything that makes a sound – even hinges on closet doors

CULTURAL CHANGE | Culture Eats Strategy for Lunch

Often improvements to the human experience require changes to operational process and the culture within a healthcare system. To achieve these goals, our team uses numerous tools, which we have tested and refined nationwide. We work closely with your management to achieve appropriate nurse-to-patient ratios, implement team staffing models, and review physician zoning and staff rounding procedures. We also evaluate the feasibility of support services, such as concierge programs. In addition to patient satisfaction surveys, we use benchmark data to help hospitals understand how they compare with in-market competition and out-of-market best practices leaders. We engage management and staff to support the value of patient satisfaction as an important component of care.

QUALITY OF REST

Patients frequently suffer impaired immune function, ventilatory compromise, and disrupted thermos regulationStudies show that these effects may hinder the healing process and contribute to increased morbidity and mortality.

The following environmental approaches have shown promising results in improving patient sleep:

  • Specifying wall treatments, ceiling and flooring materials that absorb noise

  • Sound absorbing panels at nurse stations

  • Noiseless paging systems

  • Subtle lighting for the nurse entering a room at night to maintain circadian rhythms

  • Examining everything that makes a sound – even hinges on closet doors

CULTURAL CHANGE | Culture Eats Strategy for Lunch

Often improvements to the human experience require changes to operational process and the culture within a healthcare system. To achieve these goals, our team uses numerous tools, which we have tested and refined nationwide. We work closely with your management to achieve appropriate nurse-to-patient ratios, implement team staffing models, and review physician zoning and staff rounding procedures. We also evaluate the feasibility of support services, such as concierge programs. In addition to patient satisfaction surveys, we use benchmark data to help hospitals understand how they compare with in-market competition and out-of-market best practices leaders. We engage management and staff to support the value of patient satisfaction as an important component of care.

LET’S DISCUSS YOUR HUMAN EXPERIENCE
LET’S DISCUSS YOUR HUMAN EXPERIENCE