First Impressions: “We See Least the Things We See Most”

Doug Johnson, Patient Experience Officer, Edward-Elmhurst Health Sheri Scott, Associate Vice President, Marketing & Communications, Edward-Elmhurst Health

As the industry continues to design more consistent and reliable experiences for “people and process,” Edward-Elmhurst Health also chose to focus on “place.” Hospital corridors and physician office waiting areas are all too familiar to staff, but the same spaces are unfamiliar to patients, and they see things very differently. The appearance and presentation of our physical environment is an integral part of the Edward-Elmhurst Health (EEH) brand and we believe that our spaces enhance everyone’s experience. Hear how EEH invited staff to send in photos of taped-up signs, furniture wear and tear, and other unsightly areas, to promote engagement and to make quick improvements across the system. A multi-disciplinary group, called the First Impressions Team, is now responsible for proactively addressing issues, responding to signage, art and furniture requests, and developing recommendations for uniforms, music, and capital expenditures across the system.