Hph 2014-barcelona
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This document summarizes the efforts of a hospital consortium to improve navigation and wayfinding for patients and staff over a three year period. It gathered feedback from 2010-2013 about issues with signaling and navigation. This led to improvements like new overhead and wall signs, an information desk, and better placement of restrooms. Surveys showed the percentage of patients rating signaling as good rose from 62.6% in 2011 to 77.9% by 2013. The number of complaints about navigation fell from 72 in 2010 to just 2 in 2013.
Hph 2014-barcelona
- 1. ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís Nova proposta de presentació corporativa del Consorci Sanitari Integral Direcció de Comunicació L’Hospitalet de Llobregat, juliol de 2009 Welcome to our Hospital: Improving navigation, thanks to audience experience
- 2. ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís Nova proposta de presentació corporativa del Consorci Sanitari Integral Direcció de Comunicació L’Hospitalet de Llobregat, juliol de 2009 1ST County Hospital in the area – 320 beds – People from 11 different towns and different backgrounds and ages – Opened in 2010
- 3. ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís We gathered information from 2010 to 2013: - From our patients (external audience) - From our workers (internal audience) AIM: To reduced number of complaints and proposals to improve navigation Results: Audience experiences and opinions • Improved patients autonomy • Helped them to navigate the healthcare system
- 4. ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís Number of proposals to improve signaling and navigation at the Hospital 2010 2011 2012 2013 Proposals were related to improve: external signaling, navigation, information and how to find the restrooms Number of complaints about signaling and navigation at the Hospital 2010 2011 2012 2013 None None 72 17 2 2 28
- 5. ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís Our annual Custom Satisfaction Survey asks patients about Signaling at the hospital. The Patients’s Attention Service Team gathered data. Emergencies Rooms is one of the Services evaluated by our Custom Satisfaction Survey. In three years we have improved perception of good Signaling 2011: 62,60% 2012: 69,60% 2013: 77,90%
- 6. 1 year after the opening - No signaling - Information Desk with two people giving instructions Main entrance
- 7. 3 years after the opening, a Navigation Comission improve by - Signaling hanging from the roof - Signaling at the front desk - Signaling fixed on the wall - Information Desk with one person
- 8. 1st year: Restrooms were very difficult to find by patients. Signs for the navigation were designed under esthetic and not useful criteria.
- 9. 3rd Year • We decided to improve the location of restrooms • We use: • Pictograms • Signaling on the wall • Fixed • Double-sided sign
- 10. Thanks for your time & Welcome to the beautiful city of Barcelona Mònica Fernández-Aguilera - Communication Area- Consorci Sanitari Integral mfernandeza@csi.cat - @monicafa Team: Jaume Monteis, Sandra Juncosa, Núria Borrell, Maite Gómez.