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A Hospital Centered on the Patient Experience, Nemours

DESCRIPTION

Nemours approached IDEO for help in creating an innovative, differentiated, and patient-centric experience for a new hospital in Orlando, a necessary step to establish Nemours as a destination care provider and the US industry leader. Together, they identified and clarified both family needs and key experience in the patient journey through the hospital (including care rooms, walking space, examination rooms). A result is the state-of-the-art-designed Nemours Children’s Hospital in Lake Nona, Florida. Concepts that were realized in the hospital’s final design include: Care Team Room ID: (patients and families are introduced to each member of their care team to ensure continuity of care), Floor Greeters (personnel responsible for welcoming the families and answering questions), Family Lounges (private dining rooms with kitchenettes, so families can cook and eat together), Emergency Department (a place where patients are greeted, sorted by medical condition, and immediately checked into rooms), Patient Information Screens (doctors and nurses can access patient information prior to entering an exam room to enable informed conversations and build trust), Smart Bracelets (personalized RFID-enabled bracelets keep track of the care team), Smart Rooms (a function that “welcomes” the patient upon entry). Inspiration was sought from analogous kid-friendly environments, such as museums, schools, toy stores, and zoos. Designers also conducted interviews with patients, their families, but also doctors, nurses, support staff, and outside physicians. Since patients came to Nemours with varied levels of experience - first-timers, occasional visitors, and those who were chronically ill the team decided to develop a design that treated them all the same. The key assumption was to ensure the feeling of safety through appropriate welcoming, guiding, and supporting patients and families throughout the entire stay at the hospital. To test the correctness of the model, designers built full-scale foam core prototypes of welcome stations, waiting lounges, and exam rooms. The hospital won two awards for the implementation of this project.

A Hospital Centered on the Patient Experience, Nemours A

A Hospital Centered on the Patient Experience, Nemours B

JUSTIFICATION

Implementing this project allowed a radical change in the approach to a young patient and helped Nemours keep their leading position in the industry. A range of improvements was introduced to make a visit to hospital rather an adventure than a depressing obligation. Also the patient service was refined. Extensive interviews with the personnel, patients and their protectors. The design was materialized into a 1:1 prototype that allowed to confirm viability of the solutions proposed. The hospital won two awards for the implementation of this project.

REFERENCES

https://www.ideo.com/case-study/a-hospital-centered-on-the-patient-experience

 

 

TYPE OF EXAMPLE

 

GOOD

DETAILS

AUTHORS

IDEO

YEAR

2013

PREPARED FOR

NEMOURS CHILDREN’S HOSPITAL

COUNTRY

USA

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