Authors (including presenting author) :
SZETO SY(1), LAM HL (2)
Affiliation :
United Christian Hospital, Property Management and Supporting Services Department
Introduction :
Being the hub of hospital, the Ground Floor and Basement Level 1 Lobbies of Block S, United Christian Hospital is always busy and congested with publics who are traveling to different units, searching their designations, waiting for relatives, queuing for appointments, etc.
In order to foster an environment of people-centered care, the Property Management department has incorporated a series of enhancement projects to create new user experiences on way finding, waiting and queuing at public areas.
Objectives :
1. To foster hospital image by incorporating patient-centered facilities.
2. To provide publics with a pleasant waiting and queuing environment.
3. To facilitate the way finding of patient and visitors.
Methodology :
For internal way findings, floor, ceiling and wall signage were added. Publics could easily arrive their designations by following the direction lines with departments’ representative color. For external way finding, hospital map was revamped with public transport information added for users to plan for their most efficient route. Public transportation guide was also introduced by means of interactive video and posted on hospital website and intranet. Publics could access the guide easily either through the link or by scanning QR codes posting at public areas.
Lobby and public area facilities were enhanced to achieve a pleasant hospital environment. Sofa were added at main lobby to allow a more comfortable stay and to serve more publics. Priority seats were also set at lift lobbies to facilitate people in need. Moreover, movable canopies were installed as a shelter for lift queuing at outdoor area.
Result & Outcome :
A survey was conducted to evaluate the effectiveness of enhancement projects and public satisfactions. 70 visitors were being interviewed their feedbacks on lobby environment, signage and hospital information. Overall, over 80 percent of the interviewees were satisfied with the public lobby environment, they were impressed by the lift and direction signage. They also agreed that adding more seats and sofa had improved their visiting experience and it reflected the people-centered culture of the hospital. Interviewees appreciated the hospital’s effort on providing movable canopies for lift queuing and electronic panel for information sharing. The public transportation guide assisted them to plan for the routings, however, promulgation could be enhanced to reach more visitors.
