Increasing Patient Satisfaction
Healthcare providers are starting to see the evidence of patient and staff satisfaction rates increasing, process metrics decreasing, and patient capacity and volumes improving after strategic design. For example, Broward Health Medical Center (BHMC) struggled with patient flow and a dated facility layout and aesthetics as well as other operational inefficiencies in its infusion center. BHMC wanted to transform the patient care experience and improve staff efficiency while modernizing its environment to better compete in the highly competitive market for oncology care.
BHMC collaborated with Philips Healthcare Transformation Services to create a visualized experience flow map that included process and workflow optimizations for a complete spatial re-design. Essentially, the experience flow map visually summarized the patient journey at BHMC, areas of concern, and the most impactful opportunities for improvement. It mapped out the data points and insights gained from deep data analysis as well as stakeholder interviews and workflow observations. Based on a unique and structured methodology, the experience flow map created an insights-based view of the patient journey and clinical processes before the spatial re-design.
As a result, BHMC recorded 100 percent patient satisfaction scores immediately after opening a newly designed service area. BHMC also saw improvements in other key metrics including an increase in the daily available capacity (from 38 patients to 50 patients) along with a decrease in the length of time for infusions. BHMC’s innovative redesign has created an enriched patient and staff experience, a higher quality of care and increased operational efficiency.