UHS Case Study

L&H CASE STUDY UNIVERSAL HEALTH SYSTEM

Project Overview With a workforce of nearly 94,000 individuals committed to enhancing people’s well-being and revolutionizing healthcare delivery, Universal Health Services, Inc. is among the most prominent and esteemed providers of hospital and healthcare services in the country.

Challenges UHS encountered a notable obstacle due to persistent wayfinding problems resulting in visitors being lost, struggling to locate departments, and facing confusion regarding parking. The issue had adverse effects on visitors, creating a stressful environment, and causing interruptions to hospital staff. To tackle this challenge, an extensive evaluation of the existing system was necessary to identify the primary cause of the problem and devise a holistic solution. The solution needed to not only address the current problem but also prevent similar issues from arising in the future.

Solution

Universal Health Services (UHS) approached L&H Companies with the common problem of defective communication programs, which led to the implementation of the Patient Care Sign as a door-side signage and nursing communication system.

L&H conducted on-site research to identify persistent wayfinding issues within the healthcare system, including difficulty finding departments and unclear parking identification.

Additionally,

UHS

was

undergoing

a

rebranding

process,

transitioning from STHS to the South Texas Healthcare System.

Based on the research findings, L&H Companies developed a comprehensive wayfinding solution that included the design and development of an exterior and interior sign program. The exterior sign family consisted of a primary pylon, vehicular directional signage, parking lot directionals, parking lot area identification, building identification, and canopy and entrance signage. The interior sign program included patient room signage, room identification, overhead and wall-mounted directional signage, area identification, and exit route and stairwell identification signage.

L&H utilized its online platform, SignAgent, to provide the client with an easy-to-use platform to review and approve sign location, messaging, size, and scale. The final

L&H and UHS collaborated to resolve wayfinding challenges by implementing the Patient Care Sign program. By conducting on-site research and analyzing both quantitative and qualitative data, L&H identified the root cause of the issue.

They then developed a comprehensive signage program that guided travelers from location identification to their final destination while providing brand reinforcement. The result was a successful rebranding and an effective wayfinding program that reduced visitor stress and minimized staff interruptions.

product of the design phase included an exterior site plan, interior floor plan, interior and exterior message schedule, and location design package.

After final design approval, L&H provided updated costing for fabrication and installation, and a production schedule was submitted to the client with routine updates. The installation plan was also submitted, including a check-in procedure for badging and security clearance, on-site personnel contact points, areas of work being completed, and timelines for completion.

The final result was a successful rebranding and an effective wayfinding program that reduced stress for visitors and allowed hospital staff to perform their daily functions without constant interruption.

L&H Companies’ innovative wayfinding solution streamlines hospital operations and improves visitor experience.

L&H Companies | Case Study

1

REVOLUTIONIZING WAYFINDING: L&H COMPANIES’ ON-SITE RESEARCH SOLVES UHS’ NAVIGATION CHALLENGES Through Focus Groups, Visitor Intercepts, and Documentation, L&H Uncovers Root Cause of Visitor Confusion and Develops Effective Solution to Streamline Navigation at UHS.

PHASE 1

Research Driven Solutions L&H was engaged as a research consultant to identify the reasons behind the visitors getting lost, which provided an opportunity to conduct on-site research.

•

Focus Groups: Interview em-

After completing the on-site re-

ployees within the healthcare

search, L&H provided UHS with

system who are constantly

a report containing both quanti-

being stopped by visitors and

tative and qualitative data. The

patients for directions.

quantitative data included statistics and percentages with binary

•

Visitor intercepts: Our team

answers, such as the fact that 20%

of

respectful-

of visitors reported a language

ly identifies visitors and asks

barrier with signage. The qualita-

them to share their experience

tive data included emotional and

in navigating the facility – typi-

experiential circumstances, such

cally we incentivize with a small

as a visitor spending over an hour

gift card for coffee or amazon

trying to find their car after check-

gift card.

ing out their sick elderly parent,

professionals

or an employee being constantly •

Survey & Documentation:

distracted by people asking for

Our team conducted surveys

directions. This information was

and documented the expe-

kept anonymous to ensure trans-

rience of a new visitor, from

parency from the interviewees.

identifying

the

campus

to

reaching their destination and

Based on the findings, L&H began

exiting. We identified “deci-

developing a solution, starting

sion-making points” and doc-

with designing a sign family that

umented areas where visitors

would represent the new identity

commonly became confused

of the healthcare system while di-

or lost through photos.

recting vehicular and pedestrian

In a recent study, it was revealed that at least one-third of patients and visitors experienced getting lost in the studied hospital, with 59% of participants finding the hospital’s wayfinding system challenging to understand.

This highlights the importance of addressing wayfinding issues in healthcare facilities to ensure a better experience for patients and their families.

O’Neill, M., Coulter, M., & Kennedy, A. (2019).

The Effectiveness of Wayfinding Systems in Healthcare Facilities. ResearchGate.

traffic to their final destinations.

Quantitative Data involves numerical measurements and statistics, while Qualitative Data is based on subjective experiences and judgments.

L&H Companies | Case Study

2

35'

OUTH EXAS

>_ HEALTH SYSTEM McALLEN

15' 10' 6'

4'

I

III

III Ill

Ill

■

Exterior Sign Family II Scale: 1/8"=1'

II

II IIII

II

II II

,.

SOUTH TEXAS HEALTH SYSTEM McALLEN �

E

II

Iii

■

Ill

Ill

PHASE 2

Creative Development: Exterior Sign Program Q llHCompanies I Sign Development Any Design/Engineering concepts integrated into and/or displayed in the above drawings are the sole and exclusive property of L & H Companies. The use of these Design/Engineering concepts and/or drawings by you, or anyone else authorized by you, is prohibited unless specifically permitted by a duly authorized representative of L & H Companies. L & H Companies expressly requires a written agreement prior to release of any right, title or interest in or to any Design/Engineering concepts and/or drawings to you, your representatives, or any third party.

Any unauthorized use of the Design/Engineering concepts and/or the drawings may violate copyright laws, trademark laws, the laws of privacy and publicity, and any other applicable laws.

171270 UHS South Texas Health System

Exterior Signage

The L&H Creative Team creates a standardized sign family based on information gathered during the discovery phase.

The sign family is designed to meet the needs of branding, directional services, and area and building identification.

The exterior sign family includes: Primary Pylon

Vehicular Directional Signage

The Primary Pylon is a sign that stands at least 35 feet tall to ensure visibility from nearby roadways. It includes a video board message center and functions to identify the campus from long distances and advertise to the community. However, it does not provide specific directions for vehicular traffic or include destination points as these would not be functional from the viewing distance.

Vehicular Directional Signage (VDS) includes logo branding and directional arrows to guide vehicular travelers to service destinations and parking areas. These signs are illuminated and provide critical directions during both day and night. They are strategically placed throughout campus entrances and decision-making points such as intersections and lot entrances.

L&H Companies | Case Study

3

PHASE 2

Creative Development: Exterior Sign Program

Parking Lot Directionals

Parking Lot Identification

Building Identification

Parking Lot Directionals are freestanding post and panel signs that provide directional messaging to entrances and parking lot areas.

They are placed throughout the interior of the parking lot to aid vehicular and pedestrian wayfinding. These signs are non-illuminated but include reflective film to ensure clear visibility at night.

Parking Lot Area Identification signs are typically mounted to existing light poles throughout the interior of the parking lot. They depict the location of the area and lot where visitors park, including messaging to correlate with lot locations such as Lot B1 through B5. The exact terminology for these signs is developed during the Wayfinding Process.

Building Identification comprises large-scale illuminated lettersets mounted atop the building for visibility from nearby roadways by vehicular traffic at a distance. This serves as an important landmark that can be used for wayfinding and also reinforces the brand identity of the facility.

Canopy & Entrance Signage Canopy and Entrance Signage consists of illuminated lettersets that are mounted to the canopy entrance for clear identification of entrances. Examples of signage include “EMERGENCY,” “AMBULANCE,” and “MAIN ENTRANCE.” Canopy and Entrance Signage not only facilitates wayfinding but also enhances the overall visitor experience.

L&H Companies | Case Study

4

PHASE 2

Creative Development: Interior Sign Program

Wall Mounted Directional

Overhead Directional

Patient Room Signage

Directional signs with arrows indicating room numbers and destinations are placed throughout the current floor level, as well as area and department identification for additional floor levels. These signs are strategically placed at decision-making points such as elevator lobbies, entrance lobbies, and hallway intersections.

Overhead directional signs mounted above head throughout hallways provide direction to room numbers and departments within the current floor level, with arrows strategically placed at decision-making points to reassure travelers on their way to the destination.

The Patient Care Sign system serves as both room identification and nursing communication system, featuring a header with embossed room number and braille for full ADA compliance. This comprehensive system allows patients and healthcare professionals to quickly and accurately identify patient rooms and provide timely care.

Area Identification

Exit Route

Room Identification

Letterforms are commonly applied to drywall overhangs or lobby walls to clearly indicate the final destination for departments, such as “Medical Documents,” “Med Surg Unit,” and “Emergency Room.”

ADA-compliant exit route signage is installed at elevator lobbies and stairwell entrances to indicate the most efficient way to exit.

The room identification signage is ADA compliant and features embossed room numbers and braille to identify rooms, offices, and back-of-house locations.

L&H Companies | Case Study

5

PHASE 3

Sign Placement, Wayfinding and Planning

L&H Companies’ wayfinding experts utilize on-site research data to create a visitor circulation strategy while designing the sign family.

The SignAgent online platform positions exterior and interior signs on a campus site plan and architectural floor plan, respectively, for client review and approval.

Collaborating with the client during the review process refines the signage plan to produce a comprehensive program that seamlessly navigates first-time visitors while visually reinforcing the brand.

SIGNAGENT Throughout the review process, the L&H

The final product of the design phase includes:

team presents the signage plan to the client for review and feedback in a digital

•

Exterior Site Plan

format. The SignAgent platform allows

Architectural site plan showing final

the client to easily walk through the inte-

locations for all signage throughout

rior and exterior signage location plan to

the location with signage identifiers to

confirm location and messaging with as-

correlate to message schedule with

sistance from the L&H team to define the

typography and sign type.

methodology and reasoning for signage placement.

•

Interior Floor Plan Architectural floor plan showing final

SignAgent Revolutionizes Signage Plan Review Process for Comprehensive Signage Programs

The final deliverable is a comprehensive

locations for all

signage program that will take the first-

the location by specific area with sig-

signage throughout

time traveler from location identification

nageidentifiers to correlate to message

to final destination and vise versa, while

schedule with typography and sign

providing aesthetically pleasing brand

type.

re-enforcement.

•

Interior/Exterior Message Schedule Each sign is identified through sign type

and

number,

for

example,

BID.005, the message schedule is published to confirm messaging for each individual sign.

•

Location Design Package Sign types are rendered in elevation for each exterior location and shown as typical for each interior location.

Each sign is rendered in the final design format as it will be fabricated to

show

sizing,

illumination,

and messaging.

L&H Companies | Case Study

6

Ratan Tata

PHASE 4

Manufacturing

As the final design deliverable is completed, L&H provides updated costing for fabrication and installation.

Costing is based upon the finalized design and sign count. At the onset of the project, L&H submits a GMP costing value with low and high-end values for budgeting purposes. As the sign plan and design is developed, pricing is updated for client review and feedback. This process allows the client complete budget control.

A production schedule is submitted, and client is routinely updated as product moves through the various stages of production. During this time we confirm the phased installation plan and prioritize signs and locations based on project goals discussed with the client.

Production photos are sent with routine updates.

L&H presents the updated budgets for review and approval prior to fabrication. Once approved, L&H is released to fabrication. For exterior signage, permits are obtained where applicable.

L&H Companies | Case Study

7

UHS Prioritizes Patient Safety and Convenience with Efficient Signage Installation Process

PHASE 5 Installation

At L&H, we believe that efficient installation of specific areas in the healthcare environment is crucial for uninterrupted delivery of quality patient care.

To this end, we have established an open line of communication with our clients to coordinate the installation process and minimize any disruptions that may occur. Our team works closely with clients to understand their priorities for installation and tailors our efforts accordingly.

We recognize that every healthcare facility is unique, which is why we strive to deliver a customized experience that meets the specific needs of each client.

L&H will submit a detailed installation plan for client review including: •

Check in procedure for badging and security clearance.

•

On-site personnel and email.

•

Areas of work being completed with timelines to completion.

•

Equipment and crane with lift plan where applicable.

•

Interior floor plan by area with work scheduled to be completed and timelines or when personnel will be in each area.

•

Coordination of any parking lot or lane closures where applicable for exterior signage.

•

At the end of each installation day, the progress report is updated and sent for client review noting what was completed, any on-site issues or changes in priority, and completion photos.

contact

points

with

phone

The final result is not only a successful re-branding, but the implementation of an effective wayfinding program that reduces stress of visitors.

This allows hospital staff to go about their daily functions without constant interruption.

L&H Companies | Case Study

8