Identifying the Low Points of First 10 minutes’ experience
Why children fear hospitals or why they don’t want to enter the hospital?
Following are the key observations:
1. The main issue is lack of information which leads to anxiety. The worry of why he/she has been brought to hospital (fear of injections, cavity treatment or X-Ray).
2. Hospitals have a typical smell.
3. They must see all sad faces around.
4. There is queue for everything from payment of bills to appointment and for the collection of medicine (Frustration for Custodians).
5. In all the hospitals have all negative feeling.
6. In all the hospitals have all negative feeling.
The above stated are all the opportunity areas. Overall a child should have a positive vibe and doesn’t feel anxious at all.
While Improving the problem, we will take in consideration of the five principles mentioned.
Let's A Child Persona: First 10 minutes’ experience
Assumption: Child’s Custodian have the medical card and an app in the mobileMark has a cavity and his mother has booked an appointment with a dentist in our hospital. Mark has all the fears of the world of how doctor will operate him. Will he be given injections and the amount of pain he will have! He cries a lot while sitting a car with his mom. His mom drove him to the hospital. He is delighted to see rainbow coloured building of the hospital, but still his fears persist.He entered with his mom through the main entrance. His mom swiped the medical card and door opened. As they entered he found the walls have digital displays and are painted coloured with all nature theme. He saw helium balloons with happy smileys all stuck to the roof. He was cheerful to see a digital display with message “Doctors saved/ treated x number of lives successfully”. To his surprise with each eye movement he saw a new thing! He was thrilled by everything with every step he was making towards reception. He saw a huge nature theme reception with all animals live in action with digital display. There were complimentary chocolate flavoured energy bars for children.Near the reception there was a Waiting Room 1 with the tent and balls and toys in it. He was amazed to see the flying butterflies and almost real dinosaur moving his head.He talked to receptionist by climbing on the mushroom levels as per his height.
His mom confirmed the appointment and on confirming a toy train (with a clown and alphabetic painted) arrived to assist them to the appointment area.He was passing through the coloured walls with his favourite cartoon characters. The toy train stopped at a point where children can take colorful slide and guardians can take alternate steps to reach.
After reaching Mark and his mom entered in the Appointment area. They observed that through the slide Mark has entered mouth and that section of hospital had a red theme. As doctor was busy with the patient, Mark’s mom received a notification that doctor will see you in another 10 minutes, and our nurse will assist you to learn with fun area for initial examinations.The Dental Area had all the red theme. Mark and his mother was greeted by a lady in red clothes and they all followed the red footprints on the floor. Nurse was warm and had word with Mark and his mom on the way.They reached the learn with fun area which had the same nature inspired theme. Mark jumped near giraffe to estimate where he reached standing against it. The nurse noted the giraffe showed the height display in the digital format. After that he saw lion with a heart display. He stood on the paw near the lion and lion showed the weight value in the heart. This helped nurse to identify the BMI of Mark in the very playful manner.Nurse asked Mark to assist her and his mom in a game. She made them wear headsets. The Game was cavity is destroying teeth with a hammer and we are the healers. So, Mark replied” Brush off the teeth”. Nurse and his mother assisted him in doing proper brushing. They passed Stage 1, but in Stage 2 the cavity was severe so they had to drill the destroyed part and fill it with new tooth (like brick and mortar). Mark now learnt that what was the problem with his teeth.He promised nurse that he will brush his teeth twice a day. Nurse assisted Mark and his mom to the doctor. Mark told doctor about his learning and how should he fill the cavity. Doctor assured him that everything is ok and that he should never forget Brushing.Mark and his mother thanked the doctor for treatment.Mark and his mother followed the red footsteps and reached the same lobby.
On his way, out he saw a kiosk in which they booth took a happy face selfie and that showed on the big digital screen.The toy train dropped both till the parking area.In the end Mark and his mother had a seamless, very personalised and unforgettable experience at hospital.
The stakeholders, interior designers and workers can achieve this easily. We used five principals mentioned in consideration and converted all the low points and used as an opportunity for the transformation.To tackle with the anxiety, we provided notifications.The queue problem was resolved by medical card.The lobby with waiting fun room.Reception area had all balloons with smileys on it and had display” The smiles created”.Reception has digital welcoming display.Interactive BMI measurement technique. Beds with cartoon printed bedsheets. Activity areas with games associated with exercise of a body part.Coloured footsteps for each department. Toy train for assistance. Cartooned MRI Scanner. Virtual reality tutorial for cavity resolution.Pets should also be allowed. Abscond the white coat theme, provide doctors with a light bangle for identification. Stretchers can be replaced by cartooned beddings .On return the happy smile selfie kiosk.
