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dmi: 2018 Design Value Award Winner
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dmi:Design Value Award Winner

 

 

 

Cardiac Catheterization Suite

Philips Design + Advocate Lutheran General Hospital

 

Advocate Lutheran General Hospital sought to transform its Cardiac Catheterization Suite into a more efficient, forward-thinking and customer friendly environment: a lab built for tomorrow, offering exceptional patient and family experience. The design team at Philips engaged key stakeholders and hospital leadership in the co-creation of optimized physical design and staff workflows, and enhanced patient and family journeys.

The multidisciplinary design workshops, interviews, shadowing, and observations were critical to project success. These tools generated distinct personas for staff, families, and a variety of customers identifying their needs, fears, and desires for each step in their journey - from the time before arrival through to aftercare. These distinct journeys were mapped out to define the critical experience touchpoints that would impact their care the most. The touchpoints were then mapped to define an “emotional seismograph” to identify key high and low points of the existing journey. The team then envisioned and scripted the ideal future experience. Service strategies, spatial design, and technology were then developed to create flexible and personalized solutions. An inclusive design process ensured the participation of the entire team in co-creating the solutions leading to overall acceptance of the change.

The improved experience touchpoints for all patient types, families, and staff have been thoughtfully designed to reduce stress and improve dignity for all. Results include reduced wait times, better aftercare outcomes, and reduced recovery time. And optimized department layout, workflow, staff training, satisfied staff, patients and family are all inputs to positive financial value. Benefits include 55% estimated reduction in waiting time, 22% reduction in staff steps per unit, 7% increase in procedure volume per day and patient facility satisfaction score improvement from 12% to 75% within the first year. The project is an example of a working model that improves patient, provider, healthcare, and hospital staff performance and sets a new standard in healthcare.


 
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