Curious about the effects, Dr Sue Morris (Paediatric Radiologist University Hospital of Wales Cardiff & Vale NHS Trust) and Philips just very recently conducted a study on 47 parents/caregivers of pediatric patients who were familiar with the former radiology department. Compared to the experience of the ‘old’ peadiatric department, 68% of the respondents indicated that it was easier for their child to relax in the new radiology department. And 72% indicated that, compared to their experience in the ‘old’ radiology department, the experience of the imaging procedure was a lot better for their child.
The Net Promoter Score, (a metric for assessing a customer loyalty for the company's brand, products and services) of the new radiology department is 70.
Creating a healing environment
Going to a hospital can be upsetting and frightening for children. By creating a reassuring environment, hospitals can strongly influence how a child feels during for example, a radiology scanning procedure.
Philips teams use a unique experience flow mapping methodology to capture the activities and emotions of patients, family and staff in a particular context over time.
By working closely together with all key stakeholders involved, we help to co-create a soothing and calming environment, and places that are operationally efficient, user-friendly, all enhancing the patient, family and staff experience.
Easing children for an MR examination
At Philips we are focusing on the entire patient experience. Waiting is hard for children, especially in a hospital situation when they don’t know what is going to happen with them. Philips designed the KittenScanner, to prepare a child for the upcoming scanning procedure. The KittenScanner lets children play with a miniature scanner and discover how a scanner works.
This can distract them from their fears and help them feel more in control of the situation. Reducing stress for the child beforehand can make the procedure run more smoothly.
