Research

Placemaking and facilities

A key to patient satisfaction 

Did you enjoy your stay with us? Was your room clean, quiet, and well-kept? You might hear these questions at a hotel checkout – and more and more, during hospital discharge. While the care setting has long been considered a meaningful aspect of the patient experience, it’s beginning to take on new prominence for the quality of care itself.

The new normal: when looking to improve the quality of care, more hospitals are looking at the impact of the physical setting of care. From critical compliance issues to patient comfort “nice to have’s,” hospitals are embracing placemaking – the art and science of creating welcoming spaces – to shape the overall patient and family experience. Potential rewards include not only happier, healthier patients, but also improved HCAHPS scores.

Increasingly, leading healthcare providers recognize that the design and management of surgical suites, patient rooms, laboratories and other facilities can have a profound impact on the patient experience of care as well as patient safety and outcomes. Tools such as the annual HCAHPS survey and the latest Joint Commission SAFER Matrix and heightened social media engagement are shining a spotlight on facility management issues. Leading healthcare organizations are looking to advances in technologies, facility design and management to ensure that each of their facilities is more than just a “place where care happens.”

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