Methodist LeBonheur Children’s Medical Center Associates, Patients and Families Workshop Summary...

Methodist LeBonheurChildren’s Medical Center

Associates, Patients and Families Workshop Summary

Prepared by: Helen Wu

Johnson Controls, Inc.

Milwaukee, WI

19 January 2007

© Copyright 2007 Johnson Controls, Inc. - Confidential Information

In-House Families Workshop


Patients and Families Advisory Group

Needs AssessmentPatients & Family Advisory Group

Evaluation of organizational needs and technology drivers based on relative importance and current satisfaction


Top “10” Needs AssessmentPatients and Families Advisory Summary

• Increase levels of gift giving and philanthropy

• Provide staff and physicians with convenient access to patient information

• Introduce home-based and ambulatory monitoring of patients with chronic illness

• Implement an EMR system for inpatient, outpatient and physician use

• Reduce the incidence of medical errors

• Attract and retain sufficient numbers of ancillary staff

• Optimize facility layout and process workflow

• Recruit and retain sufficient numbers of physicians in desired specialties

• Find sufficient sources of capital to meet hospital needs

• Provide remote 24x7 monitoring of intensive care patients

New Hospital Vision

Definition of critical measures of success for the new hospital from the Associates, Patients and Families


Desired Outcomes for the New Hospital (1)• Access to Education and Entertainment

– Video games in rooms for kids

– Train to take kids places

– Toy lending library

– Play set

– More fun interactive things like what is in tunnel

– Have TV and videogames built into the wall make bed for kids where the rails will lock

– Family resource room - with books and video's, internet, social workers

– Easy computer access for parents

– Climbing toys - fire truck, castle, or "pump it up" toy

– Care and activities for healthy siblings - counseling, games, welcome

– Bubbles with bubble machine


Desired Outcomes for the New Hospital (2)• Access to Technology

– Nurse call button on side of room of parents couch/bed

– Information board in the room is updated at each shift

– Better technology

– All documentation in one place (0 hard chart Cerner)

– It's wonderful to have an area on 5W to store cylinder 02 tanks so patients don't have to wait for someone to go get one. Finally an omni cell with albuterol MDI's available

– I like having a monitor and oximeter in every room and a flowmeter - wow!

• Age-Appropriate– Playroom more and age appropriate

– Kid sized

– Child-like

– Better bunny room stuff for older kids

– All ages

– Age appropriate rooms and diversions for patients (not baby-ized)


Desired Outcomes for the New Hospital (3)• Aesthetically Pleasing

– Wide open spaces– Walls are colorful and bright, such as kid-inspired murals– Very inviting to children– Shiny– Open – No smell– New– Much improvement to parent facilities in ICU– It's very clean– Home – Happy– Everything looks neat and clean– Comfortable rooms– Colorful, vibrant, kids will say "cool" when they see it– Clean, fresh and new– Clean new fresh– Clean and organized environment– Clean (2)


Desired Outcomes for the New Hospital (4)• Artwork and Use of Colors

– Vibrant– Technologically advanced under a kid

friendly/colorful/exciting/happy exterior– Playful– Parent/child friendly signs "pictures"– Painting of walls with murals etc– Paint - primary, cheerful and painted ceilings with clouds /stars– I would like to see more artwork because I like to draw myself and

I'd like to help– Fountains / wall-falls– Colorful walls - that does not include mauve and teal more teddy

bears, Spiderman– Colorful and cheerful environment (not institutional)– Colorful– Children's artwork textiles touchables– Bright – Artwork - children's artwork displayed, ceramic tiles, interactive art /

kinesics


Desired Outcomes for the New Hospital (5)

• Child-friendly– Patient areas are child friendly and roomy enough for families

– It's child friendly, colorful

– It's appealing to children

– Friendly, bright, colorful

– Friendly

– Child sized scale for portions of hospital

– Child friendly (2)

– Bright and colorful - child friendly

• Comfortable– The patient rooms are really clean and comfortable

– It's comfortable: temperature / accommodations

– Comfortable seating for staff and families

• Counseling Services– Counseling/support for siblings


Desired Outcomes for the New Hospital (6)• Easy to Navigate

– Well lighted/clean stair wells and marked signs

– Welcoming

– Way finding

– Someone to tell me where to go

– Patients and families can find their way around easily

– Open, friendly, easy to find help

– Map to show us where to go

– It's easy to navigate

– Information at the entrance to direct traffic

– Individuals strategically placed throughout the hospital for direction

– I see the services that I need:

– Families and associates will be able to find their way around easily good signage

– Facility is easy to navigate in and locate


Desired Outcomes for the New Hospital (7)• Easy to Navigate (continued)

– Easy to get in and out– Easy to find your way around– Easy to find my way around– Easy to find locations– Easy to find– Easy access to information desk / colorful-clean / found a parking

place easily– Directions/info/wheel chairs/wagons– Clear idea of where I need to go– Clear directions

• Hospital Greeter– When walking into the new lobby, greeted by a statue of the

founder of the hospital– Was welcomed into the hospital by a hospital staff greeter– Greeter immediately visible

• Valet Service– Free valet service with assistance!


Desired Outcomes for the New Hospital (8)• Lobby

– Will see the entrance the same as now

– Unbelievable sites

– The first thing I will say is wow

– I won't believe by eyes

– I won't be able to say anything

– I will look surprised

– I will have an unforgettable feeling beautiful

– History of hospital - where we came from

– Four entrance doors with wowing!! Lobby

– Dancing water fountains

– A wishing fountain is placed in the lobby


Desired Outcomes for the New Hospital (9)• Laundry

– Laundry facilities on every floor– Laundry facilities

• Market Leader– WOW– What's next - future thinking / remove scare factors– Top 10 children's hospital– This is really beautiful– The only hospital in town dedicated to sick children– State of the art facility– State of the art equipment– State of the art– Every employee (laundry, nutrition, engineering, nurses,

secretaries, therapists, environmental services, billing…) is dedicated to provide the BEST pediatric care possible (no one breaks the chain of good customer service)

– Efficient– Clean, new, kid friendly state of the art hospital


Desired Outcomes for the New Hospital (10)• Natural Light and Green

– Well lit foyer

– The lobby is large, light filled and clean. There are places to sit. The information center is staffed with pleasant personnel to answer questions

– Quite/well lit "happy" non-institutional (bank like)

– Plants, green and healthy smell

– Plants

– Open - natural light

– Natural light with windows

– Lots of windows

– Looking at the lights they are the same creative lights

– It is nice to be able to see outside

– Need windows in our new department


Desired Outcomes for the New Hospital (11)• Outdoor Play Areas

– There are outdoor areas that are safe for children and smoke free– Outdoor play & picnic area– Outdoor green area– Open play areas seen in central area of each patient unit– Lots of out-door courtyards for children

• Parent Rooms– More sleeping areas for ICU parents– I would have a feeling of home my son has been here so many

times that it does feel like home to me and I would like to see more parent rooms for the ICU

– Comfortable place for me to sleep (parent)– Better sleep rooms for parents in ICU and TCU– Thank God there are now enough parent sleep rooms available for

our critical care patients– Sleep in rooms for parents– I would love to see bigger patients rooms for the parents who have

to sometimes have their other kids overnight with them better layout beds for them


Desired Outcomes for the New Hospital (12)• Parking

– What a nice safe walk into the building with plenty of parking space

– Parking is ample and free for patients and staff

– It was easy to get a space in the parking lot

– Good parking

– Easy parking

– Easy park

– Continue free parking but eliminate tokens

– Better parking

• Patient In-Room Safes– Small safe in every patient room

– Safes in room

– In room security locker type


Desired Outcomes for the New Hospital (13)• Patient and Family-Centered Care

– Vending machines on each floor– Supplies for parents– State of the art and family centered– Sib shops– Siblings being allowed in with the patient whenever the parent

thinks ok– Sibling play room - child development expertise counseling– Patient centered hospital– Parents will feel comfortable in the hospital b/c of how the facility is

designed around their needs– Parent health and rest– Parent and sibling support in and after care– More things for family in a family environment– Makes me and my children feel comfortable– Inviting– Home feeling– Feels like home


Desired Outcomes for the New Hospital (14)• Patient and Family-Centered Care (continued)

– Feels like home

– Family support groups - on-line face to face

– Family centered care

– Families feel at home and at ease

– Emergency room is not scary

– Day care area for siblings of patients who are here for testing

– Something tells me this is a special place for kids

– I feel calm

– A feeling of confidential, caring


Desired Outcomes for the New Hospital (15)

• Patient Room Amenities– Reading light for parent while child is sleeping

– Phone and call light be reached by patient, but also parent who is sleeping

• Privacy Areas– Registration at welcome center offers more patient privacy

– Private areas for patient documentation

– Breast pumping area for moms on unit

– (Consultation rooms in clinic) private areas for interviewing clients - comfortable atmosphere

• Room Service– Better food and cheaper

– A meal brought to the room for the parent

– Food when needed not just on schedule

– Better, cheaper food. Maddening to pay $.20 for honey-mustard when $2M insurance policies have been max'd


Desired Outcomes for the New Hospital (16)• Quality of Care

– The new hospital is designed to provide the highest quality of care for our patients and families - the facility is designed so that associates have all the resources needed to provide quality care

– Professional and friendly feel

– Helpful staff always

– Friendly staff

– Competent clinical staff who keep me informed about my child

– Calming

• Security– Visible security

– Security check point at each floor of patient rooms

– Security available in every department

– Safe (2)

– Feel safe


Desired Outcomes for the New Hospital (17)• Space Planning

– There is ample room for growth - both physical and technological– There is a place for family members to wait while parents registers

child, less congestion– Rooms designed specifically for certain diagnosis– Rooms big enough for family / more beds / sound proof rooms /

parking better– Place for family to sit together to play a game, puzzle or eat– Patient rooms are large and all equal in size– Parents' kitchen is too small on SW needs to have more space– Outpatient families, nice and beautiful place, big rooms, place to

have a bed in a room to stow away– Larger rooms– Larger bathrooms in patient rooms with more cabinets and counter

space– Associates break room with bigger longer table and intercom– Space helps to relax– More than one staff bathroom per floor/unit in different areas


Desired Outcomes for the New Hospital (18)• Special Needs

– Wheel chair accessible

– Very handicap accessible

– Room big enough for wheelchair and accessible showers/tub in TM

– Outdoor play area for patients (handicap access) / Handicapped accessible patient bathrooms (in room) and rooms / access to internet

– Enough room for my son's wheelchair

– Enough handicap accessible parking

– Easy open doors

• Adequate Workspace– Work space for charting

– Unit functions well, easy accessibility to essential things in patient care

– Appropriate size formula pre area or more than one area to make formula

Patient Room Vision

Recommendations for the new patient room


Patient Room (1)• Ability to Personalize

– It will feel like I am at home– How about a wall that each child can sign that enters the room– Rooms need that home away from home feeling– Book inside bed - write to future patients etc.– Personal touch - maybe the children would want to color and hang

up their pictures

• Artwork and Use of Colors– More colorful rooms for the children - more of a room @ home

feeling– I would like to see more artwork on the walls and more colors– Rooms that make you feel like you're at home– That the rooms will be colorful and have a lot of pictures– I will be like WOW– Hotel like feel - 5 star– Pretty artwork etc.


Patient Room (2)• Access to Entertainment and Technology

– Would like to see a VCR/DVD play in the room and another place for a game

– Play station, computers, movies on demand (with appropriate blocks/parental guards), stereo, etc. (gadgets and games)

– Integration of education with the medical record and entertainment

– More interactive activities for kids

– More game shows for patients - more interaction

– I would like to see like a small family game area

– I would like to see more channels for the kids

– Games, entertainment for the kids

– On demand TV shows for older patients

– Computer access for each room

– Computers in rooms where patients are required to stay in bed


Patient Room (3)

• Comfortable Furniture– More comfortable beds for parents

– I don't think that there could be too much change when it comes to being in a room. There's plenty of room. I've been so comfortable each time we've been here I have a hard time leaving the room. I think that there should be more recliners or stroke chairs for kids who can't walk. My son can't walk.

– I would also like a couch with a bed for the guardian/parent

– Rooms should be comfortable because sometimes staff can be long

– Furniture/chairs must be comfortable

– Place for visitors to sit (adequate space)

– The bed and couch will be nice and soft


Patient Room (4)• Natural Light

– More natural light– Would love to see a lovely view of Memphis on the side that I'm on– The bright well-lit lobby– The use of natural lighting– Warm, natural surroundings - (e.g. stone tile work) light

• Privacy– Keep hallway noise and conversations to a minimum. Don't want

others to hear my conversations

• Room Design– We can have the cabinets lower instead of over their sink– The TV will be where you won't have to look up and watch

programs

• Room Service– Room service for parents and not just kids– Food delivered to both families and patients - food service


Patient Room (5)

• Space and Services for Families – Bigger parent kitchen

– More play room open more hours

– Parent kitchen with espresso bar

– Laundry service / access

– Place for siblings

– Basic amenities b/c same parents not prepared to be here

– Have a small refrigerator

– Safe - to keep personal items

– More room in the room for parents to sleep and store stuff


Patient Room (6)

• Space and Services for Families (continued)– Comfortable plan for parents to sleep near/with their child (both

parents)– Place to store families belongings– Designed to accommodate parent interaction in care– Warm, cozy, homey / cubby/closed "hidden" areas for the medical

things needed for patient care. / area for parent to sleep / video games / internet activity

– Place for parents to sleep– In the rooms I would like to see beds for parents to sleep in and

private bathrooms– Food storage area in room– Each floor have their own wagon area– Clothes hangers for closets– I would like to see the step down rooms a little larger– Clean and lots of space– The room will be huge

Outpatient Services Vision

Definition of critical measures of success for outpatient services from the Patients and Families Advisory Group


Desired Outpatient Experience (1)• Communication

– Patient/parent satisfaction survey

– Taking more time with patients - nurses promote quick turnover

– Residents need to be nice - and spend more time with patient

– Paging system so long waiting can allow child to walk around

• Education– Educate parents on what resources are available for support and

education of symptoms/disease

– Offer school age children resources for education help

– Child education while missing school - daily

– Support for outpatient parents

– Take into consideration cognitive abilities when scheduling same day surgery

– Stop telling us "no" give us a choice about what we leave for

– More follow-up


Desired Outpatient Experience (2)• Food and Entertainment

– More friendly staff-possibly puppets/toys for procedures

– Activities while waiting

– Snacks

– Meals provided for daylong clinics

– Activities movies / DVD's in clinics for long waits

• Parking– Easy parking

– LeBonheur parking well signed several blocks away in all directions for newbies and hysterical parents

– Closer to parking area

– Ease of parking - separate area

– Easy parking (maybe different for outpatient)

– Ease of access


Desired Outpatient Experience (3)• Procedures

– Allow siblings to be brought so that babysitting is not needed for 1 hour appointment

– For less severe keep out of area of critical - reduce fear

– Outpatient one-time is different from chronic outpatient care - dialysis

– Both parents allowed to be w/patient (not 1)

– I want to go into the recovery room with my child after surgery

– If I'm trained to care for my child let me

• Registration Process– Don't register one area walk all around building to procedure

– Improve the flaw of clinic process

– Friendly check-in

– Easy scheduling


Desired Outpatient Experience (4)• Space Planning

– Separate bathrooms

– Bathroom in patient room

– Rocker/recliner in each room

– Kid friendly rooms and play areas while you wait in all areas

– Example: my 4 year old had an upper GI follow through and only had a small room with a TV to wait b/t x-rays - if she ran around it would have helped the procedure and her

– Bathrooms located near waiting areas

– Burn down the clinics on ground floor and start all over

– Have enough sitting room in x-ray

• Waiting Room– Too small - waiting room

– People are on top of each other

– Chairs are too hard

– (Friendly) check in and waiting area together


Desired Outpatient Experience (5)• Wait times and Scheduling

– Timely appointment

– Don't make me wait

– Shorten wait times

– Decreased wait time

– Be on time for scheduled appointments

– Anticipate schedule of day at check-in

– More doctor availability in clinic area to shorten or help shorten waiting time

– Less waiting time for diagnostic tests (2.5 hours for an echo) or at least an explanation of wait time

– Shorter clinic wait times

– Results of exams / x-rays given in timely manner

Last Words of Advice

Patients and Families Advisory Group participants provided final comments at the end

of the workshop.



• Keep up the good work

• Put a restaurant inside the hospital

• Have more parent meetings so we can exchange information

• Help connect families and patients facing similar issues

• Stay patient friendly

• Build bigger bathrooms

• Provide better sleeping arrangement for parents

• Have game systems (e.g. X-Box) networked together so that patients can play together live

• Have children’s artwork created by local and regional artists with meaning behind it

• The artwork should be age sensitive. Maybe with certain floors/wings designed for the different age groups

• Better parking

• Make it easier to navigate around the hospital



• Make provisions for children pediatric health problems – adolescent care (beyond the age of 18)

• Remember this is my child not a number

• Parent comfort and safety measures (e.g. stairwells are cool and wet…they were my source of exercise for a year)

• Continue to solicit parent input! Don’t stop!

• Assemble information packages for families once they know that they will be there long-term

• Provide emergency packages (e.g. shampoo, soap, contact lens solution)

• Please don’t make me have to repeat my story time and time again

• Have a list of community resources available (e.g. early intervention)

Methodist LeBonheur Children’s Medical Center Associates, Patients and Families Workshop Summary...

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