of graduates Master of Professional Studies in Healthcare Design At the New York School of Interior Design (NYSID), Amy Carter, NCIDQ, is now a professor of the program and a leading health care planner at Gensler.

In her work as a planner and teacher, she always Encourage empathy and curiosity—and see first-hand how listening to ideas and asking the right questions can transform a project. From understanding user needs to finding solutions that alleviate any pain point, this ultimately leads to more impactful planning and design.

Meeting the needs of patients and staff

According to Carter, improving user experience starts with asking the right questions and actively listening to understand various user journeys and customer goals.

When Columbia University Irving Medical Center hired Gensler for the design Columbia Primary Care Manhattan Valley — A new model of primary care that emphasizes patient experience and a friendly neighborhood atmosphere — Carter’s team kicked off the project with a vision workshop to establish ideal user experience goals to support clients’ vision of delivering exceptional care.Part of this process involves utilizing Gensler’s Outpatient Medical Experience Indexa study of the changing state of consumer expectations and their impact on the healthcare environment.

To design a new primary care model, it is important to understand patient demographics and design for their different needs. They learned that the Upper West Side location brought many families seeking pediatric care. “We knew we needed an area to park strollers and had to think about how we could accommodate both babies and parents in the examination room while ensuring there was enough seating or flexible seating arrangements.”

Design elements also reflect the interiors and furnishings of the local community, conveying the residential feel of a warm Upper West Side townhouse and making patients feel at ease when walking in. Selected accessories such as toys and games in the lounge area at the reception are also designed for visitors.

The employee journey is another important part of the program. When working with clients to determine how care team members can work together in a co-working space and what kind of space they need to be successful, it became clear that they needed spaces that facilitate collaboration and ease of serving patients. Centered on the nursing team, the patient and staff spaces are separated using an on/off-stage circulation pattern. This allows providers, phlebotomists or specialists to enter and exit the examination room from the common work area.

Learn what drives a positive experience

Under the scope of the project, Carter will speak directly with patients through community engagement activities and patient surveys, hear feedback from the patient population’s clients, and leverage research conducted at the Gensler Institute to create a study-informed design.

When designing a new outpatient healthcare user experience, Carter starts by asking questions about the current state to understand and map the journey of existing patients, families, and care teams.

• What’s the experience like scheduling appointments and check-ins? How do you prefer to schedule appointments? Do you use your smartphone to schedule appointments? “It’s important to remember that the healthcare journey begins before you even enter the building.”

• Did you wait after checking in? Where have you been waiting, how long have you been waiting, how are you feeling? “We’re trying to move away from large waiting rooms by adding more clinical space so that patients can sit in examination rooms rather than sitting near reception – which also helps with infection control.”

• How comfortable are you in the exam room? Can you see the screen? “It’s important to share information so you can be aligned on your next steps and your health plan.”

• Other issues to consider: Did the doctor turn his back on you? Have you ever made eye contact? Where are you sitting in the exam room? Are you in a chair? Are you on the exam table? How does that feel?

What to keep in mind when undertaking a healthcare plan as a healthcare interior designer

It was important for Carter to stay involved throughout the project and remember that one solution does not fit all.

“As I look back on my time as an NYSID student, I place great emphasis on my understanding of the planning and operational requirements of the various healthcare sectors. This has only enhanced my journey of support and support for patients, families, care teams, and diverse settings. Knowledge of designing to meet specific needs.”

Now, Carter’s students in New York state are designing an oncology center — a vastly different primary care space where people come for their annual checkups, and the visits are often shorter, she said.

“What I like to see from the students is the fresh perspective they bring. This opens up a lot of opportunities for innovation and how we can reimagine healthcare.”

More about NYSID’s MPSH

Interested in earning a Master of Professional Studies in Healthcare Design? All courses are offered in the evening and the entire program can be completed in one year.

For information visit nysid.edu/mps-h.