Using design thinking in healthcare to create a pediatric Emergency Department

Philips consultancy experts worked closely with the hospital’s key stakeholders. We approached their challenges by doing extensive experience assessments including:

• interviews
• shadowing patients
• structured observations
• participative sessions with caregivers

We evaluated patient journeys through their care cycles in the ED. Plus we co-created with the clinical staff to develop experience touch points to enhance the overall patient visit with a holistic and unique experience. 

Our methodology helped to design a completely new pediatric emergency department containing eight patient rooms, one triage room, a playing area, waiting area and medication area.

After the new department opened, studies from Florida Hospital show how an integrated, positive distraction intervention in pediatric x-ray rooms influenced patient distress behaviors, satisfaction, mood, and x-ray scanning time.

According to Florida Hospital, patient volume increased 23% in 2011. And overall volume has almost doubled since the introductions of Ambient Experience.*