The OutcomeThe results appeal to patients, families, and caregivers. According to Dr. Lane Donnelly, Nemours chief medical officer, “all the amenities at Nemours focus not only on the child but their parents and families as well.”
The hospital won two awards at the International Interior Design Association’s 2013 Best of the Best Gala (Georgia Chapter), one for the Healthcare Design category and one for best overall out of all 11 categories. Parenting.com writer Shawn Bean noted, “Set amidst a wooded expanse of central Florida, with theme park roller coasters peppering the horizon, Nemours Children’s Hospital is arguably the new high water mark for pediatric care in the United States.”
The ProblemEstablish Nemours as industry leader by creating an innovative, differentiated, and patient-centric experience.
The InsightPediatric healthcare system Nemours provides primary, hospital, and clinic-based specialty care, prevention and health information services, and medical education programs in Delaware, Florida, New Jersey, and Pennsylvania. When Nemours wanted to strengthen its brand, it faced two challenges: Empowered patients had more access to information and choice than ever before, and new players—alternative-care centers, retail-based care clinics, and urgent-care centers—were entering the marketplace, diverting market share.
The Solution/ProductConcepts that were realized in the hospital’s final design included1) An integrated Care Team division where patients and families are introduced to each member of their care team to ensure continuity of care. 2) An adjusted standard operating protocol of Floor Greeters: a concierge-like greeter to welcome and orient families and answer questions. 3) Family Lounges which contained private dining rooms to allow families to cook and eat togethe, while getting treatment. 4) Smart Bracelets and Smart rooms: Personalized RFID-enabled bracelets to keep track of the care team, and smart rooms triggered by the Smart Bracelet, “welcome” the patient upon entry. To arrive at these designs, researchers sought inspiration via analogous kid-friendly environments, such as museums, schools, toy stores, and zoos. Designers also conducted in-context interviews with patients, parents, families, doctors, nurses, support staff, and outside physicians. One key insight that led to the final design: Patients and families came to Nemours with varied levels of experience—first-timers, occasional visitors, and those who were chronically ill—but the hospital treated them all the same.
To address these needs, the team created an experience blueprint focused on welcoming, guiding, and supporting patients and families through unique environments, integrated service moments, and market-differentiating spaces and tools. To test the look, feel, and value of the designs, designers built full-scale foam core prototypes of welcome stations, waiting lounges, and exam rooms.