Challenge
OhioHealth posed a unique problem in that they were trying to align the experiences and alleviate problems at a number of their hospitals, from rural hospitals to large urban hubs.
Approach
Cast & Hue recommended a three-pronged approach:
- Uncovering key challenges through patient experience mapping
- Co-creating solutions for those challenges through design thinking
- Developing and executing the vision for the new experience through experience design
Experience mapping workshops brought together patients, their family members and staff to map the journey that patients and family members took through the Emergency Department. Together, we uncovered 6 core problems that existed across all patient journeys, providing a platform to jump off in a quest for creating a revamped experience for patients.
Outcome
Following the design thinking sessions, Cast & Hue developed an experience design roadmap for implementing the new experience. After implementing many ideas from patient and staff workshops, OhioHealth saw great improvements in patient satisfaction scores:
- Up to 6 point increase in “likelihood to recommend” scores
- 5.1 point increase in “informed about delays” score
- Up to 7.6 point increase in one ED’s “comfort of waiting area” score
- Over 4 point increase in “helpfulness of first person encountered” scores
As OhioHealth continues to implement and hone new ideas, we expect to see continued improvement for the patients who seek care at OhioHealth.
