Touchscreen kiosks are a great wayfinding solution.

Improve Hospital Navigation and the Patient Experience with a Wayfinding Solution

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HealthWare Systems Blog

Improve Hospital Navigation and the Patient Experience with a Wayfinding Solution

Posted on Wednesday, December 6, 2017

Navigating their way through a large hospital building full of many different hallways and departments can add an extra layer of anxiety to an already stressful experience for patients, their families and friends.  Adding a wayfinding solution dramatically improves hospital navigation and the patient experience.

Here are three different technological wayfinding solutions hospitals are adding to their facilities:


1. Mobile Apps

Hospitals have been developing their own apps to help patients navigate through their facility. By adding this type of technology-driven wayfinding solution, visitors are easily guided to their destination and this adds to a more enjoyable hospital visit. After all, cell phones and mobile technology are constantly around us (most of the time in our hands); why not use a smartphone app to help patients direct their way through the facility? Some mobile apps even include interior maps with turn-by-turn directions to any destination on campus!

Touchscreen kiosks are a great wayfinding solution.

Wayfinding solution: ActiveTRACK Touchscreen Kiosk

2. Touchscreen Kiosks

Some hospitals have created a wayfinding solution through touchscreen kiosks installed in their lobbies for patients to check-in. These “greeter stations” provide the ability to not only check-in without the assistance of a greeter, but the patient can also scan any needed documentation (e.g. driver’s license, insurance card). Any captured documents are delivered to the registrar electronically.

Touchscreen kiosks can print physical wayfinding maps as well as registration packets for the visitor to review while he/she waits. This helps expedite the final registration step and provides patients with something to do while they are waiting, enhancing the patient experience.

3. Digital Signage

A patient notification board is a great wayfinding solution.

Wayfinding solution: ActiveTRACK Patient Notification Board

 

Having digital signs throughout a hospital is very helpful for wandering visitors. With maps and announcements being displayed, guests won’t get lost while visiting loved ones and hospital staff won’t miss important messages.

One specific type of digital signage used in some hospitals is a patient notification board. A patient notification board informs patients when to proceed to a registration booth. It provides an audible tone and/or message when a registrar is available and ready to serve them. Between these notifications, the patient notification board can be set up to display marketing and informational messages to patients while they are waiting (e.g. wellness programs, hospital services).

 


True, these current wayfinding solutions for hospital navigation cater to a younger, more tech-savvy hospital visitor, but keeping up with the current trends and technology takes a facility to the next level.  Implementing a wayfinding solution from the list above can leave an extremely impressive and lasting impression on the patient experience.


By Samantha Willis

A sign at a hospital’s entrance reads “ActiveTRACK VALET FEATURE” … ensuring patients’ cars are waiting for them as soon as they are ready to leave goes a long way toward improving the discharge process.

A Patient’s Last Impression: Improving the Discharge Process

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HealthWare Systems Blog

A Patient’s Last Impression:

Improving the Discharge Process

Posted on Wednesday, October 18, 2017

Improving the discharge process is vital to making a strong last impression on your patients, their family members, and caregivers. This final aspect of their visit greatly informs their opinion of their entire patient experience.


Consider improving the discharge process in the following areas, in order to increase patient satisfaction and improve the patient experience.

The Discharge Meeting

Don’t negate the positive first impressions you’ve made by overlooking an equally critical part of the patient experience: the discharge meeting. Patients may have received quality care and attention throughout the rest of their stay, but if they feel rushed and made to be less of a priority during their discharge, that’s what they’ll remember about their visit.

Train clinicians to be cognizant of the emotions their patients may be feeling as they prepare to leave the security of the hospital (e.g. nervousness, fear, anxiety, confusion, exhaustion). It’s imperative that clinicians devote enough time to thoroughly explaining instructions and addressing patients’ and caregivers’ concerns during this final meeting, so that patients don’t feel lost or abandoned by the hospital when they leave.

A sign at a hospital’s entrance reads “ActiveTRACK VALET FEATURE” … ensuring patients’ cars are waiting for them as soon as they are ready to leave goes a long way toward improving the discharge process.

Link your facility’s valet service to the discharge process with ActiveTRACK.

Hospital Valet Service

As their hospital stay comes to an end, patients may be anxious to get back home.  Help them to get there sooner by providing a hospital valet service.

But be careful; a substandard hospital valet service that keeps patients waiting is likely to be counterproductive and will leave patients thinking they’d have been better off finding their own car.

So, choose a solution with a hospital valet service component that ensures patients’ cars are waiting for them as soon as they are ready to leave.  Patients will be impressed and reminded of the great care and attention they received throughout their patient experience.

Post-Discharge

Follow-Up Phone Calls

It is extremely important to make follow-up phone calls to patients and/or their family members and caregivers within a few days after they’ve been discharged.  When patients are discharged, they and their caregivers may be overwhelmed by the information and instructions the doctor provides.  A follow-up call gives them the chance to ask the questions they forgot to ask or that didn’t come to mind at the time.  Plus, these phone calls give your staff the opportunity to confirm that patients understand their instructions and lower the chances of readmission.


Improving the discharge process can go a long way in helping you to increase patient satisfaction scores.  When they receive their patient satisfaction surveys, make certain that patients’ most recent memories of their patient experience, their final moments in the hospital and latest contact with your facility, are positive ones.  These extra steps you can take toward improving the discharge process are sure to leave a lasting impression on patients and their family members.


By Stephanie Salmich