Authors: (including presenting author): :
Lam MS(1), Wong CY(1), Fong YL(1), Wong WH(1), Leung HC(1), Lau MH(1), Wong YH(1), Wong HY (2), Chau PM(2), Chow WK(2), WAI SM(2), Chan YM(2), Fong WH(2), Ng TF (3), Tong SW(4), Tang OL(4), Ho WM (5), Leung MW(5), Kam KW(6), Cheng YS(6), Yam WY(7), So MT(7), LO KC(8), Chan CW(8), Yeung CL(8)
Affiliation: :
(1) Nursing Service Division, Pok Oi Hospital & Tin Shui Wai Hospital, (2) Administrative Services Department, Pok Oi Hospital, (3) Pharmacy Department, Pok Oi Hospital, (4) Specialist Out-patient Department, Pok Oi Hospital, (5) Finance Department, Pok Oi Hospital, (6) Patient Resources Centre, Pok Oi Hospital, (7) Health Information & Records Office, Pok Oi Hospital, (8) Information Technology Section, Pok Oi Hospital
Keyword 1: :
Enhancing patient experience
Keyword 3: :
Environmental Optimization
Introduction: :
The Mezzanine Floor (M/F) of Pok Oi Hospital (POH) serves as a major hub accommodating multiple services, including Specialist Out-patient Department (SOPD), Pharmacy, Shroff, Health Information & Records Office (HIRO), Patient Relations Office (PRO). Historically, this area faced challenges including suboptimal wayfinding, visual clutter caused by excessive roller banners, congested layouts, and aging fixtures. These conditions led to visitor confusion and reduced overall satisfaction among service users and staff.
Objectives: :
1.To streamline the patient payment experience by optimizing the accessibility and location of one-stop kiosks
2.To optimize wayfinding and directional signage for better navigation across the M/F
3.To improve the environment of the waiting area by reducing visual clutter and maximizing space utilization
Methodology: :
An interdepartmental task force was established to execute a comprehensive environmental overhaul. Through collaborative walkthroughs and planning, the team implemented targeted interventions including:
•Reallocating one-stop kiosks to align with the patient journey based on the utilization patterns
•Replacing traditional promotional boards with eye-catching electronic displays to minimize visual clutter
•Removing redundant service counters to maximize space
•Replacing old fixtures (e.g., window blinds) and reorganizing the current layout
•Renewing of floor stickers and installing clear directional signage with color coding to enhance wayfinding
Result & Outcome: :
The project achieved a visible transformation of the M/F environment. Improvements included clearer sightlines, distinct directional guidance between hospital wings, and a significant reduction in visual obstructions. A post-intervention survey conducted over one week, involving 65 respondents (including patients, visitors & staff), revealed a 95% satisfaction rate. Respondents specifically praised the clearer signage, improved lighting, and the navigability of the reorganized layout. Conclusions: By systematically removing environmental barriers, POH enhanced the navigability of its main hub. The project demonstrates that streamlining facility design with reference to the patient journey, driven by proactive collaboration among departments, is critical for patient centric service excellence.
