Reinventing the healthcare experience

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Big Red Rooster EVP Dan Stanek and Nationwide Children's Hospital Sr. Interior Design Project Manager Alisa Pinciotti

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Reinventing the healthcare experience

  1. 1. Reinventing theHealthcare ExperienceAlisa Pinciotti & Dan StanekSeptember 6, 2012
  2. 2. Meet Alisa & Dan Alisa Pinciotti Sr. Interior Design Project Manager Nationwide Children’s Hospital Columbus, Ohio Dan Stanek Executive Vice President Big Red Rooster Columbus, Ohio
  3. 3. About Nationwide Children’s Hospital
  4. 4. About Nationwide Children’s Hospital
  5. 5. About Big Red Rooster•  Multidimensional brand experience firm that creates the touchpoints, environments, products, and services of tomorrow•  Translates shopper insights into actionable solutions that change consumer behavior•  Clientele include global retailers, service companies, restaurants, healthcare systems
  6. 6. The changing healthcare landscape•  Providers, insurers, and politicians challenge traditional healthcare processes, models•  Implications: New models, ways of thinking•  Aging population, cost pressures, provider pressures•  Informed, tech-savvy consumers
  7. 7. The competitive healthcare landscape
  8. 8. Taking a patient-centered approach•  Patients are customers•  Consumer segments possess differing needs•  Family-centered approach vital in pediatric/geriatric environments
  9. 9. Addressing pain points
  10. 10. Taking a patient-centered approach
  11. 11. Taking a patient-centered approach
  12. 12. Developing conscious experience design•  Experiences (positive and negative) are inevitable•  Build positive experiences around what consumers value/want•  Accentuate the good, eliminate the bad
  13. 13. Developing conscious experience design
  14. 14. Personalize and simplify with technologyTechnology: •  Enhances speed •  Improves communication, information delivery •  Encourages dialogue •  Closes knowledge gap
  15. 15. Personalize and simplify with technology•  Startup BeImmunized makes vaccination records digital•  TelCare Blood Glucose Meter transmits glucose readings to private online database, granting physician access•  MyFitnessPal app tracks calorie, fitness goals
  16. 16. Personalize and simplify with technology
  17. 17. Personalize and simplify with technology
  18. 18. Personalize and simplify with technology
  19. 19. Creating positive environments•  Environment delivers messages, cues to customers•  Steer away from “serving the healthcare provider” mentality
  20. 20. Creating positive environments
  21. 21. Creating positive environments
  22. 22. Creating positive environments
  23. 23. Creating positive environments
  24. 24. Creating positive environments
  25. 25. Creating positive environments
  26. 26. Consider staff interactions•  Staff interactions serve a vital role in experience design programs•  Interactions are an essential way of communicating care, trust•  Tone of voice, apparel, gestures
  27. 27. Consider staff interactions
  28. 28. Healthcare as a human experience•  Healthcare is often associated with lives at stake; may cause fear, anxiety•  We’re contributing to humanity by altering that experience
  29. 29. Contact UsAlisa PinciottiAlisa.Pinciotti@nationwidechildrens.orgNationwidechildrens.org @nationwidekids NationwideChildrensHospitalDan Stanekdstanek@bigredrooster.comBigredrooster.comSlideshare.net/BigRedRooster @BRRooster BRRooster

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