Pilot program launched to enhance patient experience

June 10, 2014

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It’s surgery day. You park your car, arrive at the hospital, but you’re not exactly sure where to go. Navigating the hallways and buildings of a large hospital campus can add an extra layer of anxiety to an already stressful experience for patients and their families.

“We want to create a positive experience for every single patient who walks through our doors,” said Mallory Caldwell, senior vice president of Administration at Texas Children’s. “We’re always searching for innovative approaches to ensure the delivery of superior customer service to our patients and their families.”

As part of a newly launched 4-month pilot program that started May 26, Texas Children’s Facilities Planning and Development department has designed wayfinding signs to improve navigation to the surgical suites at the Clinical Care Center (CCC) and West Tower, as well as contribute to a positive arrival experience for surgery patients.

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You’ve probably noticed the colorful, kid-friendly animal signage posted inside and outside the elevators, lobby, hallways and connecting bridges at the CCC and West Tower. The fishes, frogs and dragon flies direct patients easily to specific check-in locations for different operating room suites:

  • Fish = West Tower, Third Floor
  • Frog = Clinical Care Center, Seventh Floor
  • Dragon Fly = West Tower, 17th Floor

“To accommodate our diverse patient population, the animal signs are intended to reduce language barrier issues that arise with traditional verbiage signage when translation is often required,” said Doug Fowler, graphics program manager at Texas Children’s Facilities Planning and Development. “Patients simply follow the animal symbols to get to their respective check-in location for surgery.”

During the summer, Texas Children’s sees approximately 100 patients for surgery every weekday. The pilot is focused on those patients that arrive very early in the morning for the “first case,” as they are most in need of additional support upon arrival.

Equipped with copies of the surgery schedule, volunteers in blue vests will greet patients immediately upon arrival and will direct them to their proper surgical check-in locations. Patients are given an all new pre-surgery packet.

“We want our patients to arrive at their check-in location easily, and we encourage all Texas Children’s employees to be part of this collaborative process by becoming familiar with the signage and what it stands for,” says Dr. Larry Hollier, chief of Plastic Surgery at Texas Children’s.

The pilot program, along with feedback received from the patient experience surveys, will help us identify which areas need to be fine-tuned.