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In the healthcare world, results are defined by outcomes and patient satisfaction. Healthcare executives across the country are facing questions on how their organization can improve patient satisfaction and, as a result, scores on the Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS) survey. The importance of patient satisfaction results have evolved since the introduction of healthcare reform—which affects hospitals’ reimbursement partly based on scores they receive on the HCAHPS.
Healthcare facility planners and designers have the responsibility to create a physical environment that enables improved results. After all, creating an atmosphere in hospitals that is safe, clean and quiet makes patients more comfortable and more likely to heal. The ability to identify the design elements that contribute to a healthy and positive patient experience allows hospitals to institute operational plans and design solutions that improve healing.
In this presentation, planning and design experts from BSA LifeStructures will discuss the impact a hospitals’ environment can have on patients and then present design recommendations that have been proven to improve satisfaction scores and value for the hospital. BSA LifeStructures has developed methods to track the impact of design solutions in hospitals. And, in doing so, have given healthcare organizations a valuable tool to determine the value and effectiveness of their healing environment.
The epicenter of patient experience is generally focused on the patient room.
The different human interactions within the patient room create the paradigm for defining the patient experience…the people, the process and the place.
People—the physical space of the patient room can contribute to engaging the caregiver by providing plenty of natural light, giving caregivers adequate space to work, and planning spaces that combine multiple functions.
Process—Lean design principles should be used to improve the caregiver’s workflow and limit the number of value-wasted movements. By making their job more efficient they can save energy and leverage opportunities for rest and respite.
Place—the physical space needs to be quiet and clean. Using easy-to-clean flooring materials and designing patient rooms to limit room-to-room and corridor-to-room noise transfer enables the space to address typical areas for satisfaction shortfalls.
These three interactions need to work well collaboratively in order to yield a satisfactory patient experience and quality HCAHPS scores. It is the cause and effect flow to HCAHPS scores.