1. ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís
Nova proposta de presentació corporativa del
Consorci Sanitari Integral
Direcció de Comunicació
L’Hospitalet de Llobregat, juliol de 2009
Welcome to our Hospital:
Improving navigation,
thanks to audience experience

2. ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís
Nova proposta de presentació corporativa del
Consorci Sanitari Integral
Direcció de Comunicació
L’Hospitalet de Llobregat, juliol de 2009
1ST County Hospital in the area – 320 beds – People from 11 different
towns and different backgrounds and ages – Opened in 2010

3. ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís
We gathered information from 2010 to 2013:
- From our patients (external audience)
- From our workers (internal audience)
AIM: To reduced number of complaints and proposals to improve
navigation
Results: Audience experiences and opinions
• Improved patients autonomy
• Helped them to navigate the healthcare system

4. ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís
Number of proposals to improve signaling and navigation at the Hospital
2010 2011 2012 2013
Proposals were related to improve: external signaling, navigation,
information and how to find the restrooms
Number of complaints about signaling and navigation at the Hospital
2010 2011 2012 2013
None None
72 17 2 2
28

5. ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís
Our annual Custom Satisfaction Survey asks patients about Signaling at the
hospital.
The Patients’s Attention Service Team gathered data.
Emergencies Rooms is one of the Services evaluated by our Custom
Satisfaction Survey. In three years we have improved perception of good Signaling
2011: 62,60% 2012: 69,60% 2013: 77,90%

6. 1 year after the opening
- No signaling
- Information Desk with
two people giving instructions
Main entrance

7. 3 years after the opening, a Navigation
Comission improve by
- Signaling hanging from the roof
- Signaling at the front desk
- Signaling fixed on the wall
- Information Desk with one person

8. 1st year: Restrooms were very difficult to find by patients.
Signs for the navigation were designed under esthetic and not useful
criteria.

9. 3rd Year
• We decided to improve
the location of
restrooms
• We use:
• Pictograms
• Signaling on the wall
• Fixed
• Double-sided sign

10. Thanks for your time
&
Welcome to the beautiful city
of Barcelona
Mònica Fernández-Aguilera - Communication Area- Consorci Sanitari Integral
mfernandeza@csi.cat - @monicafa
Team: Jaume Monteis, Sandra Juncosa, Núria Borrell, Maite Gómez.