Monthly Archives: November 2016

3 Tips for Better Wayfinding in the Modern Healthcare Facility

49213316 - spacious waiting room in a modern clinicWhen most people think of a hospital or a medical facility, the first thing that comes to mind is not design. However the modern healthcare facility is no longer permeated by sterile white walls, industrial grade linoleum floors, and stainless steel sinks as its primary design cues. Design is now an integral part of healthcare. If you don’t believe me, take a look at modern waiting rooms and patient rooms. They utilize soothing colors, cutting edge materials, and innovative technology to soothe anxiety and provide comfort to their patients and their visitors.

Design has even permeated places like radiology rooms. GE Healthcare has a whole division dedicated to design, creating environments like adventure rooms in children’s hospitals that make nerve racking procedures like MRIs more palatable for children.

However, design in healthcare today doesn’t stop at the doorway of the “rooms” within the facility, but extends into the hallways, passageways, and breezeways that connect all the areas as well. Nowhere is this design more important than in the category of wayfinding.

Wayfinding includes traditional environmental signage, like the color coded signs that depict room numbers and room types and also includes digital wayfinding and technology design as well. A properly designed wayfinding system will utilize both the analog and digital counterparts and is key in creating comfort in a foreign environment.

“Airports and hospitals have one very important thing in common: Lots of anxious visitors trying to find their way, many of whom have never (or rarely) been there.”

An investment in good wayfinding can greatly reduce anxiety for both visitors and patients, assuring that family and friends can be connected as quickly and as easily as possible in what is typically an already stressful situation.

Here are 3 opportunities for using technology in your wayfinding design to provide exceptional experiences to your patients and their friends and families.

  1. Interactive Kiosks- Go to any mall in America and you’ll find a Directory with a “you are here” star denoting your location as well as the locations of every store in the mall. An interactive kiosk in your healthcare facility takes that concept and kicks it up a notch. Visitors can come into the facility, approach the kiosk and search for their loved one by name, locate their room, and then get directions to that part of the facility based on their current location. If your facility also utilizes a patient tracking system, data from that system can also be leveraged to let visitors know that the patient may be in a different location or unavailable during testing etc.
  2. Digital Signage- Healthcare facilities are already using traditional environmental signage to denote departments, floors, specialties, etc within their facilities, as well as note room numbers and designations. Given that, what is the advantage of utilizing a digital signage system? Small displays outside each patient room can denote the patient’s name so that visitors find them easier. Signs in hallways or above departments can be changed easily to accurately describe the current use of the space. Upcoming events, department schedules, and other important information can all be updated to inform patients, staff and visitors about important events.
  3. App Based Navigation- Healthcare facilities like the Mayo Clinic are also leveraging personal devices in their wayfinding. Specialized mapping apps that utilize location services in the devices can give visitors and patients a turn by turn walkthrough of the facility, assuring they reach their destination as intended. The app also extends beyond the clinic to help users find accommodations and restaurants during their visit to the facility.

As you can see, adding a digital component to wayfinding can add flexibility and detail that environmental signage cannot easily offer. The digital component is meant to supplement traditional signage or volunteer and staff assistance, not replace it. Technology design doesn’t stop at the waiting or patient room, it extends to every passage way of the facility. A properly implemented digital wayfinding system can reduce anxiety and frustration for patients and visitors and increase overall patient satisfaction, which is always a good thing.

Avidex AV is revolutionizing the way healthcare facilities and doctors are delivering care. Their 20 years of experience is being leveraged to drive down the cost of care while promoting positive healthcare outcomes. Is your organization looking for a new kind of technology partner? Connect with one of our Account Executives today to learn more.

Resources:

#1: http://www.healthcaredesignmagazine.com/blogs/kristin-zeit/hospital-wayfinding-and-anxiety-factor

#2: http://newsroom.gehealthcare.com/scienceandempathy/

#3: http://blog.avidex.com/patient-tracking-systems-reducing-the-cost-of-healthcare-and-waiting-room-anxiety/

#4: http://www.healthcarefacilitiestoday.com/posts/Digital-wayfinding-improves-hospital-navigation-patient-experience–1382

Jeff Miller

About Jeff Miller

Jeff has been working in the professional AV integration industry for over twenty years. During that time he has served as Designer, Project Manager and/or Account Executive for hundreds of projects. As an Account Executive at Avidex, he specializes in Medical, Education, and Control Rooms. He can be reached at jmiller@avidex.com

The Role of Technology in Patient Satisfaction

There has been a recent shift in healthcare from a fee-for-service environment to a pay-for-performance model.  The shift is a good one in most people’s eyes as it focuses more on the patient and the actual results than it does the provider and their services.20984020 - happy couple looking at digital tablet held by doctor  The performance of a healthcare provider is now evaluated based on patient outcomes (70%) and patient satisfaction (30%) and payments are dependent on performance in both areas.  Due to this, healthcare providers are more focused on patient satisfaction, at least from a metrics standpoint, than ever before.  “In fact, more than half (54%) of healthcare executives say patient experience and satisfaction is one of their top three priorities.”  

So how is patient experience data gathered and reported?  Enter the HCAHPS survey.  What is that you ask?  “The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is the first national, standardized, publicly reported survey of patients’ perspectives of hospital care.”  It is a required survey in all hospitals now, and the answers patients give matter to the payments received.

There have been many studies on the impact that nurses and physicians have on patient satisfaction.  Nothing will ever do more for generating comfort than the human touch and a great bedside manner.  However, technology can play an important role in assisting the caregiver and increasing patient satisfaction in 3 important ways.

Reducing Anxiety and Pain

Nothing is more stressful than being in a foreign place where you feel alone and helpless.  Moving from the patient room to multiple locations in the facility for radiology, MRIs, blood panels and the like make the experience even more bewildering and uncomfortable.  Add to that a sterile white wall or ceiling with nothing to look at and an ear ringing silence and you have nothing to focus on BUT the procedure and itself and any pain and discomfort that may go along with it.

Audio visual technology has been shown to decrease patient anxiety in many procedures, with the combination of soothing sounds and visuals together being greater than the sum of their parts.  According to one study in this arena:

“The presentation of audiovisual stimuli during a medical examination, can reduce anxiety and consequently enhance the overall patient experience.  Visual and auditory stimuli decreased pain, stress and anxiety… reduced discomfort and distress…and  significantly increased pain threshold and pain tolerance.”

The other way to decrease patient anxiety through the use of technology may not be as obvious, but is just as valuable.  Patient Education Systems.  Nothing can assist the physician or nurse in explaining a potentially complicated medical procedure better than a short video or computer animation that can be accessed in the patient room on the TV.  Providing visual aides before a procedure to help the patient understand the upcoming treatment can greatly reduce fear of the unknown and give the patient peace of mind.

Providing Access and Control

Given how central the act of communication is to the human experience, there are many questions on the HCAHPS survey that ask about communication between the patient and staff.  Communication can have a profound effect on the impression a patient has of their care, regardless of whether or not their ailment is treated properly.  Patients also find some level of comfort in having some control.  Being hospitalized leaves many feeling helpless and providing some sense of control to patients alleviates this feeling.  In both cases providing the patient with access to both staff and information fulfill these needs.

If a patient has a direct line to the nurse’s station via the call button, creating a video call between the attendant and themselves they can take comfort in the fact that they can express their needs.  In cases where specialists may be shared between facilities, patients can also access staff for detailed questions and concerns remotely and efficiently without the barriers of travel time between locations.  Finally, access to information on treatments and control of entertainment options during down time also help provide access and control when needed.

Increasing Communication

Finally, technology also assists in providing more positive patient impressions at the time of discharge.  Patient Education Systems as described above allow patients to review discharge instructions, at home treatments, and follow up visit schedules at their leisure when they are most receptive to receiving the information.  It has also been shown that information is retained much longer and more accurately when it is presented both visually and audibly.  Training organizations like OSHA have long understood this phenomenon in promoting better understanding and retention of information.  In this case, it means the chances of readmissions also go down, and the digital nature of the information sharing also creates the added bonus of a record of communicating the information to the patient to mitigate any future liability as well.

As you can see, although technology will most likely never be able to replace the human element of patient satisfaction, it can greatly assist the healthcare practitioner in making sure their patients are at ease and are well informed both about the procedures they are about to undergo as well as how to best care for themselves once they are back in the comfort of their own homes.  Never before has bedside manner been tied in such a way to the payment of healthcare services, and a small investment in some assistive technology can make the difference in how a patient remembers the experience as a whole.

Avidex AV is revolutionizing the way healthcare facilities and doctors are delivering care. Their 20 years of experience is being leveraged to drive down the cost of care while promoting positive healthcare outcomes. Is your organization looking for a new kind of technology partner? Connect with one of our Account Executives today to learn more.

Resources:

#1: https://apihealthcare.com/sites/default/files/MC_CL_PAS_PPA_0000000001.pdf

#2: http://www.beckershospitalreview.com/quality/4-strategies-to-boost-hospitals-hcahps-scores.html

#3: http://www.medscape.com/viewarticle/811356_2

#4: http://www.hcahpsonline.org/home.aspx

#5: http://www.rufwork.com/110/mats/oshaVisualAids.html

Anthony Paoletti

About Anthony Paoletti

Anthony brings over 23 years of audiovisual experience and has worn nearly every "hat" in the industry; from Consultant to End User; Account Representative to Install Technician; Project Manager to Systems Engineer. Contact Anthony at apaoletti@avidexav.com