Empathic Research in the ER
Convex Consulting utilized the tool of empathic research to understand what was missing in the current Emergency Room experience, and how we could mitigate any gaps in care. Not only did we want to address the large, glaring issues patients face while already in the challenging situation of being at an Emergency Room, we wanted to figure out how to create a space with additional amenities and serenity to change the overall experience as a whole.
Jeanne Liedtka and Tim Ogilvie’s book, Designing For Growth, served as an inspiration that hit very close to home for our Charlottesville-based team. Liedtka and Ogilvie discuss why President Thomas Jefferson’s design for the University of Virginia resulted in such success, and we took those words to heart and into consideration while undergoing this research project. They write, “[Jefferson’s] true genius lay with the power of the space that he created—both physical and mental—and its ability to evoke so vividly the purpose for which it was designed. Jefferson’s university was designed to be a community that rejected hierarchy, where faculty and students worked as partners to pursue the kind of learning that democracy required.”
Through interviews with patients along with medical professionals, exploration of current trends in healthcare, and reflection on personal experiences our team determined three of the most prominent problems in the modern-day ER. We compiled our findings, dug deep into them, and designed possible solutions in order to improve the experiences of all stakeholders involved in a visit to the University of Virginia Emergency Room.
"I don't feel special"
Focusing on the Individual
Throughout our conversations about the current ER experience, the lack of individual attention patients receive was a common trend. In a crowded and busy environment like an Emergency Room, no patient expects constant attention and medical professionals at their immediate service, but a happy medium has yet to be found. We determined that making a patient feel heard and seen is key to an improved experience. Our newly designed bed allows for patients and their loved ones accompanying them to have a more individualized experience, eliminating the feeling of one-size-fits-all service.
"There's no privacy"
Prioritizing Privacy
The ER waiting room is not usually a spot where people are in the mood or condition to socialize or spend time in close quarters to others, yet that is what most modern-day waiting rooms are designed to facilitate. When in intense pain or stressfully waiting to hear about the fate of an injured loved one, privacy is a hot commodity. At Convex Consulting, we believe privacy in these types of situations is key to maintaining emotional strength and dignity during trying times. We’ve designed ways to ensure patients and those accompanying them are able to have some sacred space, while still being in a position to have care accessible to them.
"It's not transparent"
Creating a Dedication to Information
The people we spoke with also expressed frustration about the lack of transparency in the ER experience. While waiting for care or waiting for a family member, there are endless possibilities rushing through one’s mind. Patients wonder about diagnoses, next steps, missing work, and so much more. The last thing someone in a waiting room needs is another source of wonder, caused by the withholding of information. Increasing transparency is key in improving the patient experience, and can improve the working environment for medical professionals as well. Convex Consulting sees the opportunity to take advantage of state of the art digital medical systems in place at UVA Health System facilities to increase the amount of information available to patients.
