Att utforma en vårdcentral för en god patientupplevelse

Abstract

This thesis explores how healthcare centres can be designed to enhance the overall experience for patients. The purpose of this project is to create an understanding of the patient experience and the interplay between the digital and physical elements at healthcare centres. The project focuses primarily on the physical experience, but with the digital platforms in mind. The project began with user studies and literature searches to create an understanding of how healthcare centres work, but also to collect data on what patients find important at a healthcare centre. Based on the collected data, twelve design guidelines were created of how healthcare centres can be designed to enhance the patient experience. The guidelines are divided into five different categories: Navigation and flow, Recognition, Pleasant atmosphere, Comfort and Protection and privacy. With the guidelines as a starting point, a concept was created to exemplify how the guidelines can be implemented to design a healthcare centre to achieve a good patient experience. A conclusion of the project is that patient experience involves more than the given care and is, to a great extent, influenced by the design and atmosphere of the waiting room.