Capital Planning for Healthcare Facilities: Maintaining the Patient Care Aesthetic to Enhance Customer Satisfaction

Transcription

1 Capital Planning for Healthcare Facilities: Maintaining the Patient Care Aesthetic to Enhance Customer Satisfaction Tim Peglow, Assoc. VP, Patient Care Facilities Alison Hartman, Mgr., Fac. Planning & Design Carey Bryant, Facilities Planner/Designer

2 Capital Planning for Healthcare Facilities What is Aesthetic Renewal? Waiting Room Collaboration Outpatient Clinics Data Management Future of Aesthetic Renewal

3 Capital Planning for Healthcare Facilities What is Aesthetic Renewal? An initiative to improve the patient s perception of the comfort and cleanliness of all patient and public spaces and to increase overall patient satisfaction Why do we do it? Institutional Emphasis on improving the overall patient and caregiver experience

4 Inpatient Facilities Patient Survey Tools - CAHPS All acute care hospitals Four Specialty Scoring Systems Value-Based Purchasing Program MDACC Room Rank Academic Peer Rank 2nd Qtr CY12 3rd Qtr CY12 4th Qtr CY12 1st Qtr FY NCCN Peer Rank MDACC Room Cleanliness Academic Peer Cleanliness NCCN Peer Cleanliness nd Qtr CY12 3rd Qtr CY12 4th Qtr CY12 1st Qtr FY Room Temperature Room Cleanliness

5 Outpatient Facilities Patient Survey Tool - Press Ganey Find Way Around Facility Waiting Area Comfort Press Ganey Overall Outpatient Scores

6 Waiting Room Collaboration

7 Waiting Room Collaboration Team Collaborative Effort Improve Press Ganey scores Establishment of new design standards Development of new aesthetic CADs, Staff & Clinical Operations Patients, Family Members & Caregivers PCPF Building Care & Operations PCPF Design & Construction Capital Planning & Management

8 Waiting Room Collaboration Approach Expansion of a Closed Clinic ATC

9 Waiting Room Collaboration Approach Remodel of an Active Clinic Thoracic

10 Waiting Room Collaboration Approach (2) Phased Project of an Active Clinic Leukemia

11 Waiting Room Collaboration Press Ganey scores of each Waiting Room Teams conducted focus groups Teams gained individual clinic knowledge Site visits of other medical offices Identified spatial challenges Before Before

12 Waiting Room Collaboration Developed concepts Held furniture mock-ups Produced conceptual drawings Presented budgets and schematic drawings to Executive Management Concept Concept

13 Waiting Room Collaboration Finishes

14 Waiting Room Collaboration Before Expansion After Expansion

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16 Waiting Room Collaboration Before Remodel After Remodel

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18 Waiting Room Collaboration Before Phased Project After Phased Project

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20 Outpatient Clinics

21 Clinical Space Assessment Tools

22 Aesthetic Renewal Clinical Space Process Use Assessment Tools to review clinics Recommend clinics for upgrade Create detailed scope of work Photograph existing conditions Develop color-coded scope floor plans

23 Aesthetic Renewal Clinical Space Process Budgets and schedules are developed Coordinate shut-downs, moves, cleaning services, activation Four to six rooms shut down Thursday night through Monday morning

24 Clinical Space Before After

25 Typical Costs Waiting Room Collaboration Based on Phase 1 of 2 Phased Waiting Room totaling 6,500 SF Overall Project Budget: $845,000 Furniture only: $389,110 $130/SF average

26 Typical Costs Clinical Spaces Based on Clinic totaling 9,600 SF, 25 Exam Rooms Overall Project Budget: $1,024,000 Furniture only: $251,299 $107/SF average Based on Clinic totaling 15,700 SF, 58 Exam Rooms Overall Project Budget: $2,153,100 Furniture only: $462,653 $137/SF average

27 Aesthetic Renewal Data Management

28 Data Management Utilizing existing data to: Forecast work in Clinics/Waiting Rooms Provide budget projections Manage finish/furniture life cycle Document lessons learned Address focus of work Document resources expended Provide archives of finishes, specifications, furniture

29 Leverage of Existing Data DATA DATA DATA DATA DATA DATA DATA DATA DATA DATA DATA DATA DATA

30 Future of Aesthetic Renewal

31 Future

32 Questions? Alison Hartman Mgr., Fac. Planning & Design Carey Bryant Facilities Planner/Designer