Enhancing Patient Experience
Improving Efficiency and Patient Experience
January - May 2023
Role: Design Strategist, Project Manager in a team of 4
Client: Children's Hospital of Philadelphia
The Cardiology Department at CHOP (Children's Hospital of Philadelphia) is one of the busiest departments, providing care to a large number of patients. With the department expanding and moving to a new, larger space, several challenges have emerged.
The relocation has resulted in changes to the patient flow and department layout, leading to confusion and mislocation among both patients and staff which contributed to a prolonged visit duration.
Background
Research
Our team invested significant time in conducting observations and shadowing both patients and staff within the Cardiology Department. By closely observing the flow of activities, interactions, and movements.
In addition to observations, we conducted interviews with staff and providers to gather their perspectives, experiences, and challenges related to the patient flow and wayfinding within the department.
This research phase served as the foundation for identifying key problem areas and informing the design and development of effective solutions that address the needs of both patients and staff.
Problem Statement
The nature of appointments at the Cardiology Department involves multiple tests and processes, leading to a prolonged duration and numerous touchpoints. However, delays frequently occur at each touchpoint, resulting in a significant accumulation of delay time.
These delays are primarily caused by patients and staff not being in the right location at the right time.
Solutions :
