Do You Have a Wayfinding Problem?
Just about every patient or visitor to a hospital has had the experience of getting lost. Finding your way through the massive maze-like facilities of a major hospital or medical center can be stressful, frustrating and even result in late or missed appointments - a problem that costs hospitals over $150 Billion annually in the United States.
Moreover, even staff get lost, and constantly struggle to find their way efficiently. This has a real impact on productivity, in addition to the interruptions and time spent assisting patients and visitors get to their destinations.
If this happens occasionally - or frequently - in your healthcare network, you are not alone! We have heard from our clients over and over how a large percentage of the comments in HCAHPS surveys are about problems patients and visitors had with parking, finding their way, not being able to find their car after their appointment is done - and on and on. We also know that over 40% of patients and visitors that enter a hospital get lost! So it is a real problem with big impact.
So, do You Have a Wayfinding Problem?
If So, How Much Is It Really Costing You?
First, of course, getting lost can also result in missed or late appointments – a problem that costs hospitals over $150 Billion annually in the United States. There are also very real and measurable impacts on the efficiency of staff: patients and visitors are not the only ones getting lost! Moreover, staff interruptions and time spent to guide patients and visitors around facilities can be substantial. One hospital reported that on average, nurses in a high traffic department were interrupted every 3 minutes for wayfinding questions.
But while these costs may be the most obvious, that is just the tip of the iceberg.
Have You Assessed the Impact of Wayfinding on Patient Experience?
Any one that has ever been to a large hospital medical center - or worked at one - understands intuitively the very real and negative impact of poor wayfinding on Patient Experience. Patients and visitors are already stressed, and the added frustration of getting lost only creates more of it.
Patient Experience itself is often perceived as a qualitative area that does not translate into direct cost vs. benefit analysis, however. But that is changing. Healthcare networks across the nation have started to realize in recent years that Patient Experience can and does have a very direct impact on the bottom line.
A study by Accenture in 2016 provides some great data points and analysis on that. The study concluded, for example, that ”hospitals that offer a superior patient experience can expect to achieve 50% higher margins - better than they can achieve by cost cutting alone.”
How Can Digital Wayfinding Help?
Connexient does not believe that Digital Wayfinding is a cure-all. But is an important part of delivering a positive Patient Experience, and has other benefits that go far beyond it. We work with our clients to realize these benefits of Indoor Mapping, Navigation and Digital Wayfinding step by step in a strategic plan we call the MediNav Deployment Stages, starting with a laser focus on Patient Experience.
Appointment Scheduling + Digital Wayfinding as an ROI Driver
As we move forward with our clients in the MediNav Deployment Stages, a key milestone we are approaching with many is the integration of Digital Wayfinding with Appointment Scheduling in an innovation we call The Airline Check-in Model for Patient Experience.
Connexient is supporting multiple approaches to how this can be implemented that enable our clients to choose the path that best fits their wider digital and IT infrastructure strategies. For more information on these, please see:
Use Our ROI Calculator to Estimate the Impact and ROI of Digital Wayfinding
The bottom line impact of Wayfinding can be understood and analyzed once you start to dig a bit deeper. Our Digital Wayfinding ROI Calculator is designed to help you to better understand and estimate the impacts of poor wayfinding to your Healthcare Network in areas that are all related to Patient Experience. There are, of course, other costs and impacts on staff productivity, operational efficiency and so on.
To use the calculator, just fill in the blanks with your own statistics. We have provided assumptions based on industry norms.
If you have good data and understanding of all of the metrics, please contact us and we will send you the calculator in which you can change all assumptions and variables. Note that this calculator only estimates the impacts on Patient Experience and staff costs related to that. There is an even bigger set of impacts to consider when you look at Enterprise use cases in areas such as Asset Tracking, Facility Management, Vendors and Transport Staff Logistics, Safety & Security Response, and more.