The challenge: as a result of the HCAHPS measure showing poor scores specific to wayfinding, Texas Children’s Hospital engaged Formation to assess the hospital’s existing graphics, signage, and nomenclature as a means to improve their patient experience and recapture Medicare & Medicaid hospital payments based on the hospital’s performance.

The outcome: a report titled “System Wayfinding Assessment & Recommendations,” a comprehensive look at the existing condition at TCH that provides a user-focused look at patient touchpoints, from hospital staff through mobile devices/website, printed collateral and space planning and environmental elements.