hph 2014-barcelona

ELS NOSTRES VALORS: Qualitat professional, Equip, Desenvolupament i Compromís

Nova proposta de presentació corporativa del Consorci Sanitari Integral

Direcció de Comunicació

L’Hospitalet de Llobregat, juliol de 2009

Welcome to our Hospital: Improving navigation,

thanks to audience experience


Nova proposta de presentació corporativa del Consorci Sanitari Integral

Direcció de Comunicació

L’Hospitalet de Llobregat, juliol de 2009

1ST County Hospital in the area – 320 beds – People from 11 different towns and different backgrounds and ages – Opened in 2010


We gathered information from 2010 to 2013:

-From our patients (external audience)-From our workers (internal audience)

AIM: To reduced number of complaints and proposals to improve navigation

Results: Audience experiences and opinions •Improved patients autonomy •Helped them to navigate the healthcare system


Number of proposals to improve signaling and navigation at the Hospital 2010 2011 2012 2013

Proposals were related to improve: external signaling, navigation, information and how to find the restrooms

Number of complaints about signaling and navigation at the Hospital

2010 2011 2012 2013

None None

72 17 2 2

2 8


Our annual Custom Satisfaction Survey asks patients about Signaling at the hospital.

The Patients’s Attention Service Team gathered data.

Emergencies Rooms is one of the Services evaluated by our Custom Satisfaction Survey. In three years we have improved perception of good Signaling

2011: 62,60% 2012: 69,60% 2013: 77,90%

1 year after the opening -No signaling-Information Desk with two people giving instructions

Main entrance

3 years after the opening, a Navigation Comission improve by-Signaling hanging from the roof-Signaling at the front desk-Signaling fixed on the wall-Information Desk with one person

1st year: Restrooms were very difficult to find by patients.

Signs for the navigation were designed under esthetic and not useful criteria.

3rd Year•We decided to improve the location of restrooms

•We use: •Pictograms •Signaling on the

wall•Fixed •Double-sided

sign

Thanks for your time Thanks for your time & & Welcome to the beautiful city Welcome to the beautiful city of Barcelonaof Barcelona

Mònica Fernández-Aguilera - Communication Area- Consorci Sanitari Integral [email protected] - @monicafa

Team: Jaume Monteis, Sandra Juncosa, Núria Borrell, Maite Gómez.

hph 2014-barcelona

Health & Medicine