Experience Mapping & Its Impact at MacDonald Women’s Hospital

A Deeper LookExperience Mapping is meant to be a catalyst, not a conclusion. The takeaways drive the next phase of the design or strategy by illuminating the journey and helping to identify the opportunities and touch points throughout the facility, ultimately creating a healing environment.

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PROJECT UNDERSTANDING

For University Hospitals’ MacDonald Women’s Hospital (Cleveland, OH), Array initially prepared a feasibility study which included conceptual designs and estimated costs. This information provided a platform to engage in informed discussions with a long-term, revered UH donor. This particular donor had a keen interest in funding the transformative renovation of the high-risk maternal health unit which provides the highest-caliber care to this vulnerable patient population throughout Northern Ohio.

The project approach allowed for a strategic phasing of renovations to the entire 96,300 SF bed tower on a floor-by-floor scenario with 82 single patient rooms with flexibility to allow for semi-private when required. The Antepartum was designated to be the first ren-ovated Unit. Recognizing the length-of-stay for many of these expectant mothers range from weeks to months--special thought was given to creating a serene, uplifting environ-ment where families are welcome partners in care. Amenity space within the unit includes laundry, family dining and ‘living rooms.’ Expectant moms are encouraged to celebrate happy events like showers and birthdays, and Child Life caregivers provide engagement activities for other children within the family.

Patient well-being is a top priority and a holistic care plan is developed for the mind, body and spiritual health of each patient--this led the design team to develop a nature inspired, luminous color and material palette.

University Hospitals MacDonald Women’s Hospital Patient Tower CHALLENGE

This women’s specialty hospital within an academic medical center campus relies as much on its own reputation as on the well-estab-lished brand of the health system as a whole. This renovation needed to be both cognizant of the system’s standards as well as the complex phasing to allow one unit at a time to undergo upgrades.

SOLUTION

By understanding the specialty care and patient expectations, the team created a unit-by-unit approach which allows the client to realize their vision without sacri-ficing client or staff comfort.

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ENHANCING THE PATIENT EXPERIENCE

There has been a sea change in the way we shape healthcare environments. Beyond creating beautiful spaces influenced by hospitality, we have the responsibility to bring the latest evidence, benchmark data, lean thinking and examples of suc-cessful projects into the design process. We help our clients realize their full potential to drive change in culture, patient satisfaction and foster an environment for collaboration.

Every project, regardless of size, scale or budget will be posi-tively affected if every design professional makes the effort to ask the right questions about program, process and experi-ence. It is the charge of every healthcare designer to bring the latest evidence, benchmark data and examples of exemplary projects to the design process to inform all project stakehold-ers. By doing so, the entire team participates in elevating the potential for an optimal patient experience.

ARRIVAL

Influences toward building the patient experience for MacDonald Women’s Hospital ranged from creating a space that was welcoming, hopeful, compassionate and memorable. Serene and ‘Zen-like’ were common characteristics identified during vision sessions and nature was the common denomina-tor in visual mapping exercises since these expectant moms are limited in their mobility off the unit. The healing power of na-ture and light have been time-tested to reduce pain perception, improve patient response to treatment, encourage a feel-bet-ter mentality and increase staff satisfaction in their job.

PATIENT ROOMS

Patient rooms are designed to private, with several designed to flex when census surge demands. A direct connection to the adjacent Rainbow Babies Level III NICU provides direct, streamlined access in case of emergency.

Ever mindful of sustainability, stunningly beautiful - yet appro-priate - interior finishes were selected for their timelessness, longevity and ease of maintenance. In addition to architectural upgrades, finishes and furniture, the renovation also included new HVAC, plumbing, fire protection, electrical, lighting, voice & data and security system integration.

University Hospitals MacDonald Women’s Hospital is the only facility in Ohio dedicated to women’s specialty care. Connected directly to Rainbow Babies and Children’s Hospital, Case Medical Center and Case Western Reserve University, the Women’s Hospital enjoys the unparalleled care afforded by being part of both an academic medical center and a medical school. Having the support and expertise of these institutions allows the Hospital to attract world-class physicians, clinicians and be a part of important medical trials.

Design concepts for the welcome area embody translucent nature-inspired art with soft colors and natural woods used throughout the space in the above schematic design rendering.

A sky bridge to the Rainbow Babies & Children’s Hospital Neonatal ICU, which Array renovated several years ago, features curated artwork and built-in benches, where families can seek respite during a NICU visit or a direct connection for the mothers who are staying in the hospital.

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Unit Enhancements

must have nice to have aspirational

SPATIAL

ENVIRONMENTAL

AESTHETIC

TECHNOLOGY

OPERATIONAL

Value Tree Mapping: Patient RoomsWhat amenities are valued as ‘must-haves’ , ‘nice-to-haves’ and ‘can you imagine if we had?’

Single BedZoned: Caregiver, Patient, FamilyProminent Hand Washing

Expanded Family ZoneExchange Supply/Med System

Light/Shading/ Temp Control from Bed

Concierge ElementsRobes/LinensDining Settings

Auto-Identification Patient TrackingReal-Time CommunicationSmart Technology Prompts

Medication Drawers in RoomPass-Thru Supply StorageOn-Demand Food Service for Families

Universal AccessibilityEuro Shower% Bariatric

Family SleeperFamily DeskingPersonal Shelf, Grooming Area

Natural Light/ViewLighting/Temperature ControlPlasma TV

Pleasing PaletteWood Tones

ArtComfortable Furniture

Bedside ChartingMobile WorkstationHand Held Devices

Basic HW ServicesNurse Call

Bedside ChartingEasy Supply AccessCaregiver Touchdown

Patient LiftSafe for Personal Belongings

Real-Time CommunicationIpad Integration

Enhanced MillworkAccent Lighting

Solid Surface in lieu of PlamSpecialty Decorative Elements

Flexible Acuity HWModular HWPatient Ipads

Mobile PhonesAdvanced Communication System (Vocera)

Caregiver Station with View into RoomSame-Handed

On-Demand Upscale Patient food choices

MAPPING AMENITIES

Open dialogue around wants vs. needs provides a forum for users to voice their visions about their environment. Hearing others helps prioritize what truly belongs in a space, and what trends are parallel to the client’s vision and should be implemented.

WELCOME

The design of the inpatient environment can positively affect the expectations of patients and their loved ones. To inspire confidence and reduce stress, the environment must be in-sync with an organization’s reputation, mission and core values. A well-conceived environment will positively influence caregiver service, attitudes and behaviors. Colors, textures, patterns, art-work and graphics must be carefully selected, well coordinated and integrated into the overall design to resonate with patients, families and staff.

DISCOVER

A thoughtfully designed interior can support therapeutic outcomes. Elements such as color, imagery and architectural detail reinforce established “brand name recognition.” Those elements that are repeated throughout a facility, campus or system through signage and wayfinding programs reassure patients and their families that they have made the right care decision.

Incorporating a strong visual presence that is thoughtfully and accurately repeated at the right junctures throughout the facility impact both staff and patient satisfaction. Presenting directional cues with both clear, concise signage and intuitive wayfinding can also add beautiful flooring and art elements to the facility.

Bringing art into a facility provides positive distractions and can create memorable meet-up zones for family members coming from different directions on their way to visit a loved one.

Impacts of Experience Mapping

“Environments have the power to set our expectations, lift our spirits and inspire hope. This is what motivates me to create spaces which mitigate the challenges faced by all who enter a healthcare facility.”

- patricia Malick, CHID, EDaC, Lean green Belt

principal and practice Leader, Interior Design

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RESPITE

To create a sanctuary that offers patients, loved ones and visitors a quiet space away from hospital rooms and treatment areas is a value-added effort which will engender patient and family loyalty for years to come.

Having dedicated space for families of diverse age groups to con-gregate during waiting times, whether that is near the patient room or an outside play area, helps alleviate stress for many. Families have a space designed for their needs with safe playthings, while people without children are afforded a more adult space where they can wait quietly. The hospital staff have discrete areas for suggest-ing where people can wait.

RECOVER

Patient and family engagement is critical in the design of healthcare facilities. Beyond creating beautiful spaces influenced by hospitality, we have a responsibility to bring the latest evidence, benchmark data, lean thinking and examples of successful projects into the design process.

By tactically guiding our clients through our Discovery, Analysis and Creation Approach and Process, we not only gain their valuable insight, expertise and vision - we also allow them to get back to their number one priority - providing a patient-centered, family-focused healing environment.

WELCOME DISCOVER RESPITE RECOVER

Wayfinding Clarity...I know where I am going.

Patient Centered...Family Focused.

Gathering Zones...I need a breather.

First Impressions...I made the right choice.

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