Designing for patient experience in hospital architecture

Abstract

De Jong Gortemaker Algra, a Rotterdam based architectural firm, initiated this project. The company designs mostly for social projects, e.g. hospital buildings and schools. When designing a hospital building they have to consider multiple stakeholders. To them the patient experience was an area in which they had little expertise. They started this project to gain more knowledge on how to design an environment that can contribute to patient-centred care. With the help of two hospitals, both clients of de Jong Gortemaker Algra, patient journeys were created. The journeys focus on the influence of the built environment on the experience of patients visiting the outpatient clinic. From the journey guidelines were created that provide architects and hospital management with points of improvement towards a patient-centred environment. From these patient journeys different directions for product design were formulated.The choice was made to focus on making the patient feel noticed when visiting the hospital. Patients want to be cared for. However, hospital staff is often busy and does not have time to provide patients with a personal approach. Fade was created to make patients feel welcome when walking in to the waiting room. When Fade notices someone entering the waiting room it lights up and pulses, attracting patients to come over and explore it’s function. Patients can scan their patient card to check-in. Fade shows them information about their appointment and once they have confirmed this the waiting time is shown. The waiting time is calculated considering possible delay so the time shown to patients is up to date. The panels with information slowly fade towards a different panel on the product. This panel remembers the patient’s information and stays lit until they go into the doctor’s office. While waiting patients can look over to the product for distraction. The steps of use are illustrated further on this poster.