Design the Intangible

Design the Intangible

"To provide the best in experience, healthcare organizations need to be focused on effective communication, sharing of information and processes that support that in happening. These needs do not require extensive resource investment, but they do call for unwavering commitment and focus. These priorities also provide a clear call to action and a path to experience success for organizations willing to focus on and address them."
- Jason Wolf, PhD, CPXP - President of the Beryl Institute

10 Myths of Wayfinding in Healthcare Facilities

10 Myths of Wayfinding in Healthcare Facilities

Myth #1. A Sign Fixes the Problem; or More Signs = Better Wayfinding

Signage seems like a logical solution if people are getting lost, but it’s important to think about the lack of information that caused people to actually be lost. How might they have been better supported by information?

Also, if a sign will fix the problem, beware of engaging the company that’s making money off signs to solve wayfinding problems. Sign companies will always be happy to sell more signs, which does not necessarily benefit patients. And just because you have an in-house sign shop/graphic designer to support the program doesn’t mean you’re developing effective wayfinding tools.

The best solutions incorporate fewer, better tools for wayfinding in healthcare facilities. The goal is to say less so people understand more.

CRSC Beryl Case Study

CRSC Beryl Case Study

In 2016, when CMS announced new ways to measure patient experience, our goal was to get out in front of the new requirements by taking a close look at each aspect of our patients' experience and assess our readiness to meet those requirements with people, processes and tools. Our context for change was written in the measures from the OAS-CAHPS survey: quality of communication and care by both providers and office staff, and preparations for surgery, discharge and recovery.