Toronto General Hospital
We were tasked with finding ways to improve the waiting experience in the emergency room at Toronto General Hospital
We were tasked with finding ways to improve the waiting experience in the emergency room at Toronto General Hospital
The problem
When a patient comes to the emergency room at the hospital, their care is prioritized based on the severity of the patient’s condition and the other patients who are already in the waiting room. As a result, wait times for a given patient are difficult to predict.
Patients and their families may spend hours waiting to be seen and/or treated by a doctor or another health care professional.
When a patient comes to the emergency room at the hospital, their care is prioritized based on the severity of the patient’s condition and the other patients who are already in the waiting room. As a result, wait times for a given patient are difficult to predict.
Patients and their families may spend hours waiting to be seen and/or treated by a doctor or another health care professional.
The biggest challenge in this project was to improve the waiting experience for a patient who is mentally fatigued and physically exhausted
Empathize
I conducted 10 x 1:1 Interviews and a non-participant observation inside the emergency room to gather data about the current feelings, behaviours and frustrations people have while waiting.
After the research, we created one empathy map for each person to understand their thoughts and feelings about the waiting experience.
I conducted 10 x 1:1 Interviews and a non-participant observation inside the emergency room to gather data about the current feelings, behaviours and frustrations people have while waiting.
After the research, we created one empathy map for each person to understand their thoughts and feelings about the waiting experience.
Define
Users were seeking some form of distraction and comfort. We also observed that all users had brought their mobile phones to the emergency room. Younger people were mostly using their phones for listening to music and internet browser, while older people tended to sit in silence waiting for their turn.
One of the biggest stressors for waiting patients is not knowing how long they will be waiting to see a doctor. Also, a long amount of time spent sitting in the same chair can be highly frustrating and painful.
Our solutions couldn't sacrifice hospital efficiency and patient prioritization and not negatively impact the duties of hospital staff.
Users were seeking some form of distraction and comfort. We also observed that all users had brought their mobile phones to the emergency room. Younger people were mostly using their phones for listening to music and internet browser, while older people tended to sit in silence waiting for their turn.
One of the biggest stressors for waiting patients is not knowing how long they will be waiting to see a doctor. Also, a long amount of time spent sitting in the same chair can be highly frustrating and painful.
Our solutions couldn't sacrifice hospital efficiency and patient prioritization and not negatively impact the duties of hospital staff.
Ideate
To gain a fresh perspective on our research, we did an analogous inspiration technique where we shifted to a new context and that was comparing waiting hospital patients to passengers on a long flight.
To gain a fresh perspective on our research, we did an analogous inspiration technique where we shifted to a new context and that was comparing waiting hospital patients to passengers on a long flight.
Toronto General Hospital Mobile App
Access to patient medical history/health insurance information
Estimated hospital waiting times
Hospital radio stations, podcasts, media
Hospital comfort: where to find pillows, blankets, earphones
Vibrating/sound notifications
Relevant medical literature, leisure reading material
Access to patient medical history/health insurance information
Estimated hospital waiting times
Hospital radio stations, podcasts, media
Hospital comfort: where to find pillows, blankets, earphones
Vibrating/sound notifications
Relevant medical literature, leisure reading material
