Improving Hospital Wayfinding to Boost HCAHPS Scores

Table of Contents

1. Why Patient Experience Matters — Impact on HCAHPS Scores & The Role of Visitors in Patient Feedback

2. Introducing SecureFlow by Readiness Rounds — Key Features and Benefits

3. The Wayfinding Issue — Common Challenges in Hospital Navigation

4. The SecureFlow Solution — Simplifying Wayfinding with Digital Tools

5. Current Wayfinding Solutions — Checklist of Common Approaches

6. Current Wayfinding Challenges — Layout Complexity, Inconsistent Signage, and More

7. Leveraging Technology for Effective Wayfinding — Mobile Apps, Kiosks, and Digital Signage

8. The Role of Human Assistance — Enhancing Wayfinding with Staff and Volunteers

9. Conclusion & Sources

​​1. Why Patient Experience Matters: It’s the Visitors

Patient experience is a cornerstone of modern healthcare, influencing not only the well-being of individuals but also the reputation and financial health of medical institutions. Central to patient experience is the CMS HCAHPS star ratings, a vital metric that hospitals strive to excel in.

These ratings are significantly shaped by patient feedback, encompassing various aspects of their hospital visit, including their ability to navigate the facility. Visitors frequently complete post-discharge surveys, and their experiences with wayfinding directly affect their responses. A convoluted navigation process can lead to frustration, resulting in negative survey feedback that tarnishes the hospital’s ratings and reputation. In contrast, a seamless wayfinding experience can enhance patient satisfaction, foster trust, and improve overall ratings.

​​2. Introducing SecureFlow by Readiness Rounds

SecureFlow by Readiness Rounds emerged from the urgent needs highlighted by the COVID-19 pandemic. Initially designed to manage temperature evaluations and wellness attestations through entry kiosks, SecureFlow has since evolved into a comprehensive visitor and management system tailored specifically for hospitals. Developed by hospital specialists, SecureFlow embodies industry-leading technology that addresses the multifaceted challenges of hospital wayfinding.

Key Features of SecureFlow

• Real-Time Visitor List: Maintains an up-to-the-minute record of all visitors, enhancing security and management.

• Visitor Volume Management: Regulates the number of visitors to prevent overcrowding and ensure a comfortable environment.

• Alerts for Banned Individuals: Instantly notifies security if a prohibited person attempts to enter, bolstering hospital safety.

• Evacuation Management Support: Facilitates efficient visitor evacuation during emergencies, ensuring safety and compliance.

• Visiting Hours Management: Controls and enforces visiting hours, maintaining order and reducing disruptions.

• Vendor Management: Streamlines vendor credentialing, entry, and presence within the hospital premises.

Our extensive experience at hospital entrances and client feedback have underscored a critical gap: effective wayfinding remains a persistent issue. Numerous strategies and considerable frustration have yet to yield a definitive solution. SecureFlow addresses this gap by integrating digital wayfinding with robust visitor management.

​​3. The Wayfinding Issue

The journey through a hospital can be daunting. Visitors check in, receive a badge, and often rely on verbal directions to reach their destinations. However, despite these initial steps, many find themselves lost within ten minutes of arrival. This confusion not only prolongs the visit but also heightens stress levels, detracting from the overall patient experience.

Common Wayfinding Challenges

• Complex Hospital Layouts

• Inconsistent Signage

• Technological Barriers

• High-Stress Environment

These challenges highlight the need for a holistic, integrated approach to wayfinding—one that combines physical, digital, and human-centric solutions to create a seamless navigation experience.

​​4. The SecureFlow Wayfinding Solution

SecureFlow revolutionizes hospital wayfinding by addressing the core issues that contribute to visitor stress. Upon arrival and after check-in, visitors receive a text message with a link to written, bi-lingual instructions tailored to their specific destinations within the hospital.

Benefits of SecureFlow's Wayfinding

• No Asking for Directions

• No Apps Required

• No Paper

• No Complexity

• Less Stress

• HCAHPS Improvement

SecureFlow ensures that visitors can navigate hospitals effortlessly, transforming their journey from stressful to seamless.

​​5. Current Wayfinding Solutions: Pros & Cons

Enhance Signage

• PROs: Clear, well-placed, and multilingual

• CONs: May become outdated

Leverage Technology

• PROs: Kiosks, digital signage, mobile apps

• CONs: User adoption and technical literacy

Train Staff & Volunteers

• PROs: Personalized assistance

• CONs: Availability and consistency

Provide Printed Instructions

• PROs: Familiar and cost-effective

• CONs: Rapid obsolescence

Deploy Digital Solutions like SecureFlow

• PROs: SMS-based, no apps, real-time

• CONs: Requires integration

Establish a Wayfinding Task Force

• PROs: Ensures continuous improvement

• CONs: Needs ongoing leadership buy-in

​​6. Current Wayfinding Issues

The Complexity of Hospital Layouts

• Requires physical + digital + human solutions

• Expansions/renovations add confusion

• Visitors under stress need extra support

Inadequate and Inconsistent Signage

• Must be strategically placed and uniform

• Needs regular updating

Language Barriers and Multilingual Needs

• Multilingual signs improve access

• Need for accurate translation and maintenance

Accessibility for All

• Braille, audible, and tactile signage

• Inclusive design must be maintained

​​7. Leveraging Technology for Wayfinding

Technology offers promising solutions for enhancing wayfinding, but it comes with its own set of challenges.

Mobile Apps

• PROs: Personalized, real-time info

• CONs: Low adoption due to app fatigue

Interactive Kiosks

• PROs: Digital guides with maps and audio

• CONs: Technical issues and limited availability

Digital Signage

• PROs: Real-time, dynamic displays

• CONs: Limited impact without complementary tools

​​8. The Human Touch: Staff Assistance and Volunteer Programs 

Human assistance remains a cornerstone of effective wayfinding in hospitals, because:

• Personal interaction reduces stress

However:

• Inconsistencies due to availability and training

Human assistance is invaluable but should be integrated with technological and physical wayfinding solutions to maximize effectiveness and consistency.

​​9. Conclusion

Effective wayfinding is essential for a positive visitor experience in hospitals. Despite various approaches, no single solution solves all issues. By combining physical signage, digital tools, and human assistance, hospitals can significantly reduce navigation stress and improve satisfaction—ultimately boosting HCAHPS scores.

In Summary, Hospitals Should:

• Enhance Signage

• Leverage Technology

• Train Staff and Volunteers

• Provide Printed Instructions

• Deploy Digital Wayfinding like SecureFlow

• Establish a Wayfinding Task Force

Ready to Transform Your Hospital's Wayfinding?

Discover how SecureFlow by Readiness Rounds can streamline navigation, reduce visitor stress, and elevate your HCAHPS scores.

👉 Get an Expert Consultation
👉 Explore SecureFlow's Impact on HCAHPS

Sources

Independent Sources

• MOA Architecture:https://www.moaarch.com/thought_leadership/wayfinding-strategies-healthcare-design/

• HealthSpaces:https://info.healthspacesevent.com/blog/7-steps-for-effective-wayfinding-in-healthcare

Readiness Rounds Resources

• SecureFlow Product Page: https://www.readinessrounds.com/secureflow-home