Hospitals are complex places to understand and navigate. The
Victorian Government recognised the need to improve the outpatient
experience by improving the process and system to help them find
their way through both the clinic process and the physical
space.
What was the question?
How can we improve the experience of patients who visit hospital
clinics (outpatients) through improved way-finding?
What did we do?
- Interviewed patients and staff at reference hospitals to
understand needs
- Developed a best practice manual for Victorian public hospitals
to assist them in improving way-finding - from simple to highly
complex hospital sites. It covers checklists, internal processes
and design standards
What was the outcome?
The successful completion of a comprehensive manual was
achieved, which is now being adopted across many Victorian public
hospitals. Examples of this can be viewed here
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