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Hospital helps consumers find their way

Published:  28 August 2020

Helping patients and visitors find their way around Townsville University Hospital took a big step forward this week when a newly established wayfinding working group held its first meeting.

The working group was formed after wayfinding was identified as a key priority of the Townsville Community Partner Advisory Group (TCPAG).

“Earlier this year, the TCPAG identified three key focus areas for 2020, one of which was improving wayfinding in the hospital,” Standard 2 lead Jo Sherring said.

“Campus manager Mike Anderson took the TCPAG for a tour through the campus where they identified issues, potential improvements and suggestions for improving the consumer experience of wayfinding at the hospital.”

Campus manager and working group chair Mike Anderson said the tour was eye opening.

“Walking the halls of the hospital every day it’s easy to forget that for a lot of our patients and visitors, the hospital can be unfamiliar,” he said.

“No one really wants to be in hospital, and if it’s difficult to find your way around it can make the whole experience even more daunting.

“The group suggested creating consistent naming conventions and introducing symbols to help those with lower literacy.

“It’s exciting that the wayfinding working group can now work towards addressing some of these concerns to make coming to hospital a less-stressful experience for our community.”

Chief operating officer Stephen Eaton said it was heartening to see consumers engaged in areas where they were directly impacted.

"We know through bodies like the TCPAG and the Consumer Advisory Council, which is also championing wayfinding, that by listening to the users of our services, we create a better consumer experience," he said.

The wayfinding working group includes representatives from BEMS, infrastructure, stakeholder engagement, Brighter Lives NQ as well as consumers.

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