Experience ScenariosAalborg Hospital ED ‘blue track’

Room Preparation: Nurse prepares the room First Impression: Patient and family enter the room

Active Waiting: Patient and family waiting in the room Preparation: Nurse prepares patient for examination

Examination: Patient is examined by the physician/nurse Treatment: Physician/nurse treats the patient

Before the patient enters the room the nurse prepares the emergency department Room, in this setting the nurse needs clear light to perform her tasks; like arranging the bed sheet and preparing the necessary materials for small procedures.

The emergency department can be an intimidating and stressful place. When the family and patient enter the room, they often feel anxious. Because patients are unsure what will happen to them, the first impression will set the tone, how the patient perceives the subsequent care. By providing a positive experience, which is comforting and easy to understand, the clinical feeling is reduced.

A big amount of time in the room is spend by waiting, this causes boredom for patients and family. Often the patient and family do not know what is going on around them, how far they are in the process and when they are going to be treated. There is need for a positively distracting environment with choice of comfort seating for both patient and family to pass the time in a pleasant way. Providing engaging and entertaining content may reduce the perceived waiting time.

Often before examination the patient is uncertain and anxious what is going to happen next. To reduce this feeling, the patient is informed by a nurse about the upcoming procedure. This helps in establishing a relation of trust which is important to the patient and improves collaboration. The nurse also prepares the patient in putting him in the right position, so that the physician can perform the examination more efficient.

When the patient is examined by the physician it is important to have a clear view with light on the treatment area. The examination can be unpleasant and painful, therefore it is necessary to provide positive distraction for the patient. The patient also needs privacy during the examination, (as parts of his body may be uncovered).

Treatment can be unpleasant and painful for the patient, therefore the patient has a need for distraction and comfort during treatment. For the nurse it is important to have a good view and easy access to the patient and the work area, therefore bright light is important.

Staff needs: Clear bright light, no distraction Patient needs: Re-assurance, comfort, empowerment.

Patient needs: Distraction/entertainment, stay connected,comfort for patient and family. Patient needs: Comfort/empathy, communication, trust

Staff needs: Cooperative patient

Patient needs: Clear communication, Positive Distraction, Privacy

Staff needs: Easy acces to the patient, clear view on treatment area, cooperative patientPatient needs: Positive distraction, Privacy

Staff needs: Easy access to the patient, clear view on treatment area, cooperative patient

Philips Healthcare Transformation Services | April 2015Aalborg University Hospital ‘comforting ED suite’ | experience scenarios | CONFIDENTIAL