How can we create a better patient experience?
To deliver more efficient and effective care, providers must seek to better understand what the current patient experience is in their organization – gaining deep insights from patients, families, and care providers - in order to discover ways that efficiencies could be enhanced and inefficiencies can be removed. Data-driven decisions drive the best outcomes.
For example, Broward Health Medical Center’s infusion center struggled with issues such as handling fluctuations in patient flow, less than optimal chemotherapy turnaround times, operational inefficiencies, and poor design and aesthetics. Ultimately, these factors translated into a poor patient experience.
Philips worked with Broward to transform the patient experience. Leveraging a unique experience flow mapping methodology, the project team was able to illustrate the desired service experience that would serve to drive and guide the redesign of the infusion center. A design thinking approach brought together healthcare solutions from design, process improvement, and patient satisfaction enhancement to remove operational inefficiencies and improve workflows while integrating architecture and technology innovations such as lighting, sound, and projection. This helped Broward create an immersive, multi-sensorial infusion center that was not only unique and inviting but changed the feeling and culture of the center by delivering an enriched patient and staff experience, more efficient processes, and increased operational efficiency.