CANCELLED - Experience Design: The Integration of People, Process, and Place
* This program has been canceled due to inclement weather *
Topic description: With reimbursement and patient satisfaction tied to scores earned through the Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS) survey, leaders are evaluating facility design and its impact upon experiences of care. However, designing to meet the standards encompassed in HCAHPS often does not fully address how facility design impacts perceptions of care. Learning Objective 1 Participants will be able to explore aspects of a holistic view and define experience design and the role of “Place” through learning about the Holy Redeemer Case Study, which was “Mystery shopped” against Holy Redeemer’s similar facilities.Learning Objective 2 Participants will acquire a deeper understanding of what is a “Patient’s Experience” and will then be able to apply that understanding, so that Quality & Safety and Service and Efficiency add up to a greater patient experience in their facility.Learning Objective 3 Participants will learn how to justify experiential facility design that incorporates aspects of the organization’s character and reflects the unique value that the organization delivers to its patients, and further learn about metrics, such as mystery shopping, to measure experiential design.Learning Objective 4 Participants will be able to assess the team: Chief Experiential Officer, the Architect, and the Contractor, and the importance of working together to deliver this project in record time, while still maintaining a high level of standard of finishes and attention to detail.