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Design of a new wing in the DePaul Health Center hospital building

DESCRIPTION

The kick-off of this project was very intriguing. The contracted designers decided to check how it is seen through the patient’s eyes. One of them simulated a leg injury and visited the hospital as a patient with a hidden camera. He recorded the whole route of an admitted patient. The footage was then subject to a thorough analysis. The camera recorded an unexciting look of ceilings and corridors that looked the same everywhere. The patient had no clue where he is transported and for what purpose and the interaction with the hospital staff was rare. The “patient” complained about frustration caused by his fears, uncertainty and boredom. The video also showed that the patient was unnecessarily exposed to stressful situations and lost a sense of safety. The conclusion from the analysis was that improvements at the hospital should not focus on organization, administration or the staff performance but rather on the attitude to the patient and care of their psychical condition. The patients’ feelings can be diametrically changed at a relatively low cost if they get reliable information on further steps of their treatment. It can be achieved by a better layout of information signs on the walls and ceilings and more frequent communication with the staff. The Design Thinking methodology was then adopted to eliminate weak points that affected not only the patients’ opinions on the quality of care but also on the reputation of the hospital.

JUSTIFICATION

Project implementation, in particular its starting phase, allowed identification of key aspects of the situation of a patient in a healthcare institution (and the conclusions shall not be limited only to this specific case of DePaul Health Centre). The project proved that it was possible to improve the comfort and psychical condition of a patient with relatively small resources (no investments needed). It turned out that understanding patient needs (a result of interviews and the “mystery patient” experiment) was crucial. Information and discussion may be enough to achieve the desired goal.

REFERENCES

http://designthinking.pl/empatia-w-dzialaniu-szpital-oczami-pacjenta/

TYPE OF EXAMPLE

 

GOOD

DETAILS

AUTHORS

IDEO

YEAR

2013

PREPARED FOR

DePaul Health Center

COUNTRY

USA

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