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Interior wayfinding at UPMC Passavant Hospital: a survey of patient and employee opinion and recommendations utilizing best practices

Kus, Melissa (2019) Interior wayfinding at UPMC Passavant Hospital: a survey of patient and employee opinion and recommendations utilizing best practices. Master Essay, University of Pittsburgh.

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The purpose of this study was to determine patients’ and employees’ perception of the wayfinding at UPMC Passavant and provide subsequent recommendations for the signage in the hospital. The public health significance of this study surrounds the patient experience. A patient that gets lost in a hospital can associate the negative experience with their overall experience at the facility. If they are unable to find their way to their procedure, any existing anxiety they have can be compounded. In addition, if the operating room is running late because a scheduled patient could not find their way, hundreds of dollars per minute can be wasted which feeds into already high healthcare costs. Because of this, studying wayfinding at UPMC Passavant is key.
Data was collected through two separate surveys for employees and patients. The patient surveys were distributed and collected at the outpatient check-in areas for Passavant’s imaging services, diagnostic interventional radiology, medical building lab, outpatient lab, and the Heart & Vascular Institute. The employee surveys were distributed through internal email using Qualtrics software. The surveys were distributed and collected over the course of five business days.
The patient survey had a response rate of 14.91% and the employee survey had a response rate of 24.85%. The major finding of this study was that both employees and patients found the wayfinding at UPMC Passavant acceptable. Of employees surveyed, 64.56% found the signage acceptable, 29.57% found it poor, and 5.87% found it excellent. Of patients surveyed, 55.38% found the signage acceptable, 39.81% found it excellent, and 4.81% found it poor. This shows that employees have a more negative opinion of the signage than patients.
While patients’ perception of the signage is more positive than expected, there is still room to address issues surrounding the signage at UPMC Passavant. Simple changes based on best practice such as appropriate sign placement, making the signs patient-centered, and alphabetizing can enhance the quality of the signage. Next steps include collecting qualitative feedback on patients’ and employees’ signage preferences. Doing so will help UPMC Passavant improve the current state of wayfinding and make appropriate changes while considering patients’ feedback.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master Essay)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Kus, Melissamlk117@pitt.edumlk117
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairBroom, Kevinkevinbroom@pitt.edukevinbroomUNSPECIFIED
Committee MemberTerry, Martha Annmaterry@pitt.edumaterryUNSPECIFIED
Date: 23 April 2019
Date Type: Submission
Number of Pages: 50
Institution: University of Pittsburgh
Schools and Programs: School of Public Health > Health Policy & Management
Degree: MHA - Master of Health Administration
Thesis Type: Master Essay
Refereed: Yes
Date Deposited: 08 Oct 2019 15:39
Last Modified: 08 Oct 2019 15:56


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