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When we’re looking at the problem of people getting lost in hospitals, it’s easy to focus on the facts and figures. 30% of first-time visitors get confused and lost in hospitals [1] A quarter of staff report difficulties in finding critical destinations within the hospital [2] All junior doctors reported getting lost on the way to urgent crash [...]
Have you noticed that hospital menus are changing? Room service is gaining traction. This means hospitals need to ask questions. How will patients place an order? How will we update menus? How can we make instant menu changes when a dish runs out? Whether you’re embracing personalised service or sticking to standard meal delivery, one thing’s [...]
How do you remind hospital staff about hand hygiene? With 80% of hospital-acquired infections thought to be through hands, compliance and improvement requires constant attention. Studies have found that non-compliance is usually due to: a. Forgetting or being distracted b. Not having the right knowledge about the importance of hand washing c. Not having the [...]
Warning: Installing digital signage can cause people to see dollar signs. “We can fund all or most of this initiative by getting our suppliers and other brands to advertise on our network of screens”. In the healthcare sector, it’s a common approach for pharmacy groups and health services such as optical, physio, dental and fertility [...]
The private healthcare sector has embraced visual communications – digital screens to improve hospital operations and communications for visitors, patients and staff. But what of the public health sector? That’s the question we asked ourselves as we prepared for Queensland Health’s recent eHealth EXPO 2018. What we learnt after speaking with many of the 1,700+ [...]
Any hospital CEO knows that employee engagement is vital to achieving an advantage. A review of internal communications research in healthcare [1] found that: There is a culture of poor communication among health professionals which results in high employee turnover and other issues. Engaged employees are twice as likely to be top performers, miss 20% fewer days of [...]

Improving the customer experience is a catchphrase that’s often noted in a strategic plan… and rarely put into action. Doing it well means listening to customer feedback, understanding what customers want, and rethinking your brand interactions. In designing their new generation of retail stores, Bupa chose to put customers squarely at the centre. The idea was […]

The Wall Street Journal wrote: “Hospitals are realizing they have a design problem as patients and visitors struggle to navigate the maze of the modern medical complex.” Improving hospital wayfinding is on the agenda for many hospital executives we speak with. Why? “The frustration of getting lost is ranked among the top complaints by visitors [...]
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