Healthcare customers are increasingly demanding a full-service, integrated approach. The same trends that are emerging in retail are at the forefront of healthcare provision. In 2018, customer-centric design is all about creating spaces that are seamless, functional and frictionless.
Healthcare customers don’t want to have to go out of their way to access a service – nor do they want to travel to multiple providers. They want to be seen promptly and in a comfortable setting. The entire experience is increasingly aligning with an all-in-one, hospitality-inspired approach.
Does Your Healthcare Facility Meet Expectations?
Designing an all-in-one healthcare facility is no simple task – but it’s an essential one if you’re to remain competitive now and in the future. Let’s explore some of the expectations customers – and staff – have of a full-service facility in 2019.
- Multiple services under one roof. Healthcare customers increasingly expect their provider to be a “one-stop shop” offering services such as diagnostics in addition to consulting. They want to be able to minimize travel and repeat visits, as well as to reduce wait times as much as possible.
- Supporting amenities. As healthcare facilities increasingly become integrated within live-work-play environments, customers expect that they offer, or are proximate to, amenities such as retail and food and beverage facilities.
- Multiple target audiences. A full-service facility needs to cater to customers of various backgrounds, ages and needs. Design needs to be both targeted and general to cater to the expectations and requirements of, for example, younger and older patients. This can be achieved by a strategic mix of branding and space activation. For example, different registration/waiting areas and shared consulting or diagnostic rooms.
- Integrated technology. Connectivity and automation are vital for improving the customer experience in a healthcare context. From smart beds to centralized systems, facilities that build technology and data into their everyday environment are primed for success.
- Collaborative/educational spaces. Collaboration drives efficiency. Collaborative spaces allow practitioners and staff to come together to learn from each other, share best practices, decompress and ensure consistent communication throughout the facility.
- Flexibility. Healthcare is increasingly taking cues from hospitality and retail. As trends in these spheres come and go, so do those in healthcare. Being able to adapt to changing technological and social change is crucial.
Designing for the Customer Experience
As costs rise and consumers exhibit heightened expectations, healthcare facilities need to ensure that the experience they offer is in line with customer demand. If your healthcare business is looking to expand, relocate or redesign, it’s vital to do so in a way that not only aligns with the demands of today’s customer but anticipates those of tomorrow’s.
That entails being flexible, efficient, collaborative, and hospitality oriented – all under one roof.