Saint Peters University Hospital in New Brunswick, NJ had an excellent reputation for patient care but felt it was still not receiving the volume of patients that their facilities could serve.
The hospital conducted studies of other similar healthcare institutions and surveys of present and past patients and found that St. Peters’ patient care services received high ratings from their patients. But their patients’ supporting family experience in arriving and while at the hospital, did not receive the same favorable ratings. The patient drop-off, parking garage entry, hospital lobby, gift shop, and coffee shop were outdated and not able to provide the hospitality experiences being provided at competing hospitals.
Murray/Schunkewitz provided design services to create a new hotel like patient drop-off with a protective canopy, revolving door, and a hospital attendant providing valet parking. The Parking Garage entry area was upgraded to receive a design that complemented the Lobby with artwork, way finding signage and indirect lighting. Upon entering the fully renovated Lobby, patients and family members are greeted at a concierge/reception desk for directions and hospital information. A Lobby seating area was provided with casual furniture, WIFI services, phones, a water feature, and a piano.
The Gift Shop was redesigned with a retail consultant to create a more specialty boutique type shop offering a different array of purchasing options unlike a typical hospital gift shop.
The Coffee Shop/Dining Room renovations provided significant changes to transform the cafeteria setting into a waited-service restaurant. Café tables with umbrellas, upholstered booths with pendent lights, a private dining area, and artwork complete the much needed renovation.
After completion of all of the Parking, Lobby, Dining, and Gift Shop renovations, the hospital noted a significant increase in patient/family experience satisfaction ratings and a decrease in the need for family members to leave the hospital to receive similar services.