Case Study: Experience Mapping & Its Impact at MacDonald Women's Hospital

Experience Mapping & Its Impact at MacDonald Women’s Hospital A Deeper Look Experience 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.

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-established 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 sacrificing client or staff comfort.

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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 renovated 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 environment 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.

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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 successful projects into the design process. We help our clients

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.

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 positively affected if every design professional makes the effort to ask the right questions about program, process and experience. 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 stakeholders. By doing so, the entire team participates in elevating the potential for an optimal patient experience.

ARRIVAL

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.

Influences toward building the patient experience for

Ever mindful of sustainability, stunningly beautiful - yet appro-

MacDonald Women’s Hospital ranged from creating a space

priate - interior finishes were selected for their timelessness,

that was welcoming, hopeful, compassionate and memorable.

longevity and ease of maintenance. In addition to architectural

Serene and ‘Zen-like’ were common characteristics identified

upgrades, finishes and furniture, the renovation also included

during vision sessions and nature was the common denomina-

new HVAC, plumbing, fire protection, electrical, lighting, voice &

tor in visual mapping exercises since these expectant moms

data and security system integration.

are limited in their mobility off the unit. The healing power of nature and light have been time-tested to reduce pain perception, improve patient response to treatment, encourage a feel-better mentality and increase staff satisfaction in their job.

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.

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Unit Enhancements 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.

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

must have SPATIAL

ENVIRONMENTAL

AESTHETIC

TECHNOLOGY

OPERATIONAL

aspirational

Single Bed Zoned: Caregiver, Patient, Family Prominent Hand Washing

Universal Accessibility Euro Shower % Bariatric

Family Sleeper Family Desking Personal Shelf, Grooming Area

Natural Light/View Lighting/Temperature Control Plasma TV

Patient Lift Safe for Personal Belongings

Real-Time Communication Ipad Integration

Pleasing Palette Wood Tones

Art Comfortable Furniture

Bedside Charting Mobile Workstation Hand Held Devices

Basic HW Services Nurse Call

Bedside Charting Easy Supply Access Caregiver Touchdown

Enhanced Millwork Accent Lighting

Flexible Acuity HW Modular HW Patient Ipads

Caregiver Station with View into Room Same-Handed

Expanded Family Zone Exchange Supply/Med System

Light/Shading/ Temp Control from Bed

Solid Surface in lieu of Plam Specialty Decorative Elements

Mobile Phones Advanced Communication System (Vocera)

On-Demand Upscale Patient food choices

Concierge Elements Robes/Linens Dining Settings

Auto-Identification Patient Tracking Real-Time Communication Smart Technology Prompts

Medication Drawers in Room Pass-Thru Supply Storage On-Demand Food Service for Families

Impacts of Experience Mapping Incorporating a strong visual presence that is thoughtfully

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 insync with an organization’s reputation, mission and core values.

A well-conceived environment will positively influence caregiver service, attitudes and behaviors. Colors, textures, patterns, artwork and graphics must be carefully selected, well coordinated and integrated into the overall design to resonate with patients, families and staff.

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.

“Environments have the power to set our

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expectations, lift our spirits and inspire hope.

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

This is what motivates me to create spaces which mitigate the challenges faced by all who enter a healthcare facility.”

system through signage and wayfinding programs reassure patients and their families that they have made the right care decision.

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- Patricia Malick, CHID, EDAC, Lean Green Belt Principal and Practice Leader, Interior Design

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Who We Are

WELCOME

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First Impressions...

I made the right choice.

ARRAY-ARCHITECTS.COM

Patient Centered...

Family Focused.

Wayfinding Clarity...

I know where I am going.

RESPITE

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Gathering Zones...

I need a breather.

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 congregate 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

We Are Healthcare Architects We are a team of architects and designers with unique backgrounds, but we all have one thing in common- we share a strong desire to use our expertise and knowledge to design solutions that will help people in moments that matter most.

This focus makes us leaders in our field. There’s a degree of compassion, empathy, and sensitivity that goes into every project that we touch. It’s designing a nurse station with sight lines to every patient. It’s building a Behavioral Health facility without corners, so that patients are safe. It’s translating the operational needs through the technical details to fine tune the lighting system in a neonatal unit so caregivers can match the lighting to each baby’s stage of development. It is a deeper understanding, honed through relationships spanning decades..

Together, we discover optimal solutions with our clients. It is our three decades of specialization that allows for effective communication, collaboration and precision in the complex, changing world of healthcare.

can wait quietly. The hospital staff have discrete areas for suggesting where people can wait.

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we have a responsibility to bring the latest evidence, benchmark

We believe strongly in sharing our expertise and knowledge with others. We invite you to explore each of our thought leaders and share your thoughts with the healthcare design community.

data, lean thinking and examples of successful projects into the

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Patient and family engagement is critical in the design of healthcare facilities. Beyond creating beautiful spaces influenced by hospitality,

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.

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