Improving patient experience through design thinking in healthcare

Sparks Health System in Fort Smith, Arkansas, US is a large regional hospital that offers a broad range of innovative cancer care services. PET/CT is used to treat a range of cancers, but it is challenging to get a patient to relax while the radioactive material (18F-FDG) is being injected and taken up in the body.

When the facility was constructing its new Sparks Radiation Treatment Center in 2011, it wanted to implement state-of-the-art techniques for improving patient experience in the PET/CT suite.

Sparks worked with Philips healthcare consulting experts to design an Ambient Experience solution that uses dynamic light, projection and sound to create a patient-friendly, soothing environment for those undergoing PET/CT imaging procedures.

Ambient Experience gives patients an opportunity to manage their stress. It put clinicians in control by improving procedural efficiency and patient compliance. And it conveys an attitude of “well-being” with a focus on patient satisfaction that can become a differentiating factor for a hospital or cancer center.

Philips healthcare consulting experts work closely with key stakeholders to understand the clinical, functional and emotional needs of a patient population. Design thinking in healthcare is then applied to transform the patient experience.

At the Sparks Radiation Treatment Center, the Ambient Experience suite incorporates innovative elements in the uptake room and the PET/CT exam room designed for improving patient experience and enhancing the clinical process:

• Uptake room: To calm nervous patients during injection, the walls of the uptake room are bathed in a warm-colored glow, and patients are provided with a comfortable chair.
• PET/CT exam room: Patients entering the exam room can select from several different room themes. The selected theme is reflected in colored lighting from a skylight and animated projected images, accompanied by soothing music and other sounds.