By Kurt Forsthoefel/ Special to Healthcare Facilities Today

The focus on positive experiences and interactions at the point of care is greater than ever, thanks to industry changes:

• Value-based payment models are placing more emphasis on outcomes and patient/caregiver interactions.

• Patient/caregiver demographics are shifting, changing how exam rooms and equipment are configured and designed.  

• Connectivity is increasing, making it easier to create a fully connected point of care ecosystem that provides seamless experiences.

• Standardization within healthcare organizations is enabling good experiences and outcomes to be duplicated.

• Consumerization of healthcare is turning patients into customers who are demanding changes in how care is delivered.

As a result, many healthcare organizations are placing more emphasis on the type of experience provided at the point of care. Rightly so, much of this focus has been on the patient, ensuring they are comfortable and pleased with the quality of care provided during their visit.

While this level of focus on the patient experience is definitely a good thing and speaks well for the future of healthcare in this country, we should remember that the caregiver/provider experience is an equally important influence on the delivery of care.

In fact, there is growing consensus within the healthcare industry that the caregiver experience not only affects the well-being of the caregiver, but it also directly and indirectly impacts the patient experience. A bad caregiver experience can lead to a bad patient experience.

A recent survey conducted by Medscape found that nearly two-thirds of U.S. doctors feel burned out and/or depressed, and those feelings are affecting how they interact with patients. In addition, 33 percent said they were more easily exasperated by patients; 32 percent said they were less engaged with their patients; and 29 percent acknowledged being less friendly.

This cuts to the very heart of the point of care experience for patients – the patient/caregiver relationship. This relationship is built on a foundation of trust, interaction, and understanding, and it can be damaged by poor interactions that can significantly impact the quality of care experienced by the patient.  

While there are a number of factors that impact the caregiver experience, equipment and room design offer some of the most direct and simple solutions. Following are three critical areas where those solutions can improve the caregiver experience at the point of care.

Ergonomics

Unfortunately, it is quite common for many caregivers to go home at the end of their shift with back pain, aching necks, and sore muscles and joints. This is often the result of caregivers having to continuously work in uncomfortable positions while entering information into electronic medical records, accessing supplies, or interacting with patients. Comfort is one of those basic human needs that when met, can help put someone at ease, foster efficient performance, and help facilitate a pleasant experience. These results are especially important in a healthcare environment to ensure quality patient care.

Here are a few equipment and room design considerations that can help incorporate ergonomic principles to benefit caregivers:

• Fully adjustable exam and procedure chairs give caregivers unobstructed access to patients during exams and procedures, eliminating the need for overreach and awkward postures.

• Adjustable workstations allow caregivers to maintain a proper, ergonomic working position while still keeping eye contact with the patient.  

• Counterbalanced overhead lighting that is easy to maneuver without strain.

• Stools that are easily adjustable and maneuverable allow caregivers to find the most comfortable working height and maintain neutral postures.

Safety

No one wants to work in an unsafe environment. Safety concerns within outpatient facilities can quickly lead to liability issues or, at the very least, dissatisfied staff. Safety issues can include everything from difficulty in assisting a patient with mobility issues or straining to reach supplies located at the back of a cabinet to risking possible infection from contaminates or tripping over a piece of equipment in a cluttered room. A safe environment is conducive to a pleasant experience for everyone.

Here are a few equipment and room design considerations that can help create a safer point of care for caregivers:

• Exam chairs with a seat height of 15.5” allow patients to transfer to the chair with little or no assistance from caregivers, helping to maintain patient confidence and dignity and preventing caregiver injury.

• Cabinetry that is created specifically for the medical environment and built with an easy-to-clean seamless design and antimicrobial pulls and surfaces to help protect from infections.

• Proper height levels for cabinets ensure caregivers of varying size can easily reach supplies.

• Decluttered environments with equipment and supplies stored out of sight until needed help eliminate tripping hazards.

Efficiency

An inefficient point of care environment is often a main contributor to physician/caregiver burnout. Inefficiencies mean caregivers have to work longer or harder to accomplish tasks. While sometimes these inefficiencies are minor, they can compound throughout the day and week. This often means caregivers easily get behind schedule with patient visits, causing stress and a sense of helplessness as they deal with the feeling of not enough hours in the day and frustrated patients.

Here are a few examples illustrating how equipment and room design can help create a more efficient environment:

• Mobile or wall-mounted workstations bring information and technology within arm’s reach, decreasing the caregiver’s need to move within the space and maximizing engagement with patients.

• Workflows and equipment designed to offer the flexibility to address future needs and growth strategies.

• Exam rooms large enough to comfortably accommodate patients and caregivers allow exams and procedures to be properly and efficiently performed.

• Cabinetry with modular design allows caregivers to easily configure workspace components to fit workflow and maximize space.

In today’s value-based care environment where more emphasis is being placed on the point of care experience, equipment and exam room design have evolved into strategic components of the delivery of care. The right equipment and exam room design decisions can create a safer, more comfortable and more efficient environment, delivering a better caregiver experience and better quality of care provided to patients.

Kurt Forsthoefel is director of medical marketing for Midmark. For a more comprehensive list of steps, view Midmark’s Building Your Connected Point of Care Ecosystem white paper.