Providence health & services / National Healthcare organization
Calming Screens
I designed a video experience for patients in the emergency room by taking over a underutilized asset, the TVs.
results
Here’s the impact we were able to achieve in our pilot
80%
Time reduction for managing TVs
19%
Increase to Press Ganey survey on comfort
Why did we tackle this problem?
Hospital waiting rooms are stressful, and with 90% of news being negative, studies suggest reducing this exposure can lower patient anxiety. A calming environment with passive, engaging content is needed.
Design Process
Hospital waiting rooms are stressful, and with 90% of news being negative, studies suggest reducing this exposure can lower patient anxiety. A calming environment with passive, engaging content is needed.
Define
What contributes to stress in the ER waiting room
Empathize
Understand our patients while in the ER waiting room
Ideate
Generate ideas that could help patients feel calm
Prototype
Build the first version of Calming Screens
Test
Refine and add to the content based on survey data
Discovery phase
To start I led a strategy session with my team where we discussed what type of content we would create to put on the TVs.
The content we created had to have a combination of calming stock footage, Providence specific information, general information and tips, and games such as trivia.
The MVP
With the content created, we now had to run it all through legal, brand and the communications teams. Once we had sign off I was set to put it all in video form.
We netted out for our MVP with:
160 custom slides, containing information like Financial Assistance, Providence mission & values, general wait time info, general life advise, mobile app, Providence blog stories and more. Multiple different trivia questions, riddles and song lyric games to help with patient distractions in between video clips and custom slides.
Press Ganey, an independent company specializing in patient experience measurement, provides surveys to over 26,000 healthcare organizations. Their scientifically validated survey is sent to patients two weeks after their visit to measure their perception of care. Feedback from one site where TV content was implemented confirmed its lasting impact, as patients specifically mentioned the content in their responses.
“The smart educational video in the waiting area is an excellent choice and excellent production. Much better than dumb commercials. Congratulations and don’t send me surveys to my cell phone.”
Anonymous Patient 1
Press Ganey Survey from St Marys Hospital 2024
“I thought the wait time with the tv program with varied information pertaining to medical care, engaging quiz questions, scenes of animals, places around the world were great for occupying our wait time. And the woman at the reception desk was wonderful getting me into the systemfriendly and kind. Likewise the triage nurse.”
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