Kaiser Re-Designs The Health Care Experience

Fast Company: “The exam room is part of Kaiser Permanente’s championing of a new human-centered, design-driven approach to medicine—and its vision for the future of health care delivery … The experience starts with the waiting rooms, which take their cues from retail and hospitality. At the Manhattan Beach outpost, the vibe is warm, West Coast modernism: There’s lots of wood, natural light, and inviting touches, such as a living wall of green plants. A pair of ATM–like kiosks near the front door allow members to check themselves in if they prefer not to wait for the tablet-wielding receptionist.”

Kaiser CEO Bernard Tyson: “The culture of health care has been to get you in and out. We’re inviting you to linger. This is more than a physician visit; this is about your total health.”

“In larger facilities, the reception area will be reimagined as a kind of public square, where patients can wander while they wait, getting free information on nutrition and exercise from staff at a counter called the Thrive Bar. They can also take part in yoga classes, cooking demos, and the other programming that Kaiser is incorporating into ‘community rooms,’ which span both indoor and outdoor space … Kaiser’s new spaces are also about keeping costs low: They are designed to be more efficient at serving patients … Just as important for Kaiser, the hubs will serve as physical anchors for a model of care that aims to move health services, as much as possible, out of hospitals and medical offices and into members’ communities and homes.”

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