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Giving Every Patient the Beyoncé Experience

Marianne Aiello, for HealthLeaders Media, January 18, 2012

Unfortunately, the patient experience bar has been set low, but this also means there is a prime opportunity for hospital marketers to give every patient the celebrity treatment, even if there isn't room in the budget for any major redesigns.

To glean some insight, I researched three hospitals that have recently updated their facilities to improve the patient experience and incorporate evidence-based design elements: Fort Belvoir Community Hospital in Virginia, Children’s Hospital Colorado, and Dublin Methodist Hospital in Ohio.

Enhance privacy and include families

Whether the patient is a music mogul or an average Joe, everyone values their privacy during a hospital stay. Patients are also keen to keep their loved ones near.

Beyoncé's Lenox Hill Hospital offers patients private and semi-private rooms as well as nearby family waiting rooms.

At Virginia's Fort Belvoir Community Hospital, all patient rooms are private and divided into three sections—a physician area, a patient area, and a family area. Each room also includes a couch and pull-out bed for family members.

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2 comments on "Giving Every Patient the Beyoncé Experience"


Betsy Block (1/19/2012 at 11:08 AM)
I am proud to say that Exempla Lutheran Medical Center, just west of Denver,CO has it all. Patients remark, "It feels more like a hotel than a hospital." The luxurious atmosphere of the newly built women's center includes private suites, flat-screen TVs, whirlpool tubs, wifi, a serenity spa for relaxation and massage, and an outdoor patio with mountain views. The patient experience is top-notch as noted by their high patient satisfaction scores and a recent award from a women's watchdog group.

Kristin Baird, RN, BSN, MHA (1/18/2012 at 6:33 PM)
Marianne, This article brings up the important balance between the environment including all the amenities you mention and the human experience. As a former OB nurse, I can tell you that even though the amenities and the room are nice touches, the things that patients will remember forever are the human interactions that made them feel cared for, supported and celebrated. I do lots of speaking and one of the things I ask my audiences is if they have had a birthing experience (as a parent) and if so, how many of them remember their nurse. I feel I can safely say that over 90% remember their nurse from a birthing experience. What they remember and talk about even decades later is the nurse who treated them with compassion and respect and who made their families and newborns feel like celebrities. We can't all be Beyonce, but we can make sure that our patients and families get VIP treatment regardless of our ability to install luxuries.