A few introductory thoughts on how hospital facility design impacts the patient experience.

1. Hospital
Design’s
Impact on
The Patient
Experience

2. We believe that the human
condition is increasingly
challenged by poor experiences.
No where is this more apparent
than in healthcare.
Source: Interaction Design Association

3. Where is the patient?

4. What is the patient looking at?

5. PA•TIENT EX•PE•RI•ENCE: The sum of all
interactions, shaped by an organization’s
culture, that influence patient perceptions
across the entire continuum of care.

6. Before
After
Design: BSA Lifestructures

7. Before
After
Design: Jain Malkin, Inc

8. Is there any doubt which
environment provides a better
experience?

9. Children’s hospitals were among the first
to use design to create better experiences
for patients and families.

10. Patients and families spend most of their
time in hospitals in patient rooms and
waiting areas.

11. Only two
questions
directly
address the
patient’s
experience
with the
environment.

12. Lots of these things are impacted by the
design of the physical environment.

13. Without question, the number one
factor in the patient experience is
the staff.
Image of staff

14. Design: BSA Lifestructures
How and were we get healthcare is changing…

15. Baby Boomers
want more than
just diagnostics
and
treatment…They
want a good
experience.
Philips Ambient Experience

16. They want
positive
distractions.
I recently underwent colon surgery and
spent several days in the hospital
recovering. I came across The C.A.R.E.
Channel my first night. I was instantly
mesmerized. I was able to become
totally immersed in the images and
music, allowing a welcome distraction
to the pain, tubes entering and exiting
my body, and routine hospital noises
and interruptions.
The C.A.R.E. Channel™,
Healing HealthCare Systems®

17. And finally, ponder this:

18. Need based, not want based
Most personal, intimate
Service
Characteristics
of
Healthcare
Most important
Most dangerous
Most operationally complex
Most stressful
Source: Leonard Berry, Ph.D.

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