The Responsibility of Patient Experience

When working with a provider to design or renovate their space, patient experience is everything. Safety, cleanliness, comfort, and clarity are all at the top of the list of priorities. Providers know patients are faced with concerns when entering their office and aim to ease anxiety with the floorplan, finishes, and overall “feel.” When asked what percent of the patient experience is our responsibility, I would say that every inch is in our purview. Every element of a space can either add to or diminish the level of anxiety in patients. Colors, textures, daylight, orientation, circulation patterns, and noise levels should all be considered early in the design process. We benefit from an excellent interior design department that can work with our clients to achieve their desired feel while offering expert space-planning for the best possible outcome for providers and patients.

After completion of the project, we actively seek out feedback (especially the negative) once the space is lived in. We schedule time during our one-year warranty walk through to talk with a variety of staff members about what patients mention about the space, what functions well, and what they would change. Needs and processes change over time, and observing how a project endures helps us improve the next one.