A Helping Hand In Healthcare: Improving Patient Experience Through Hospital Volunteer Navigation

Abstract

The primary objective of this study at Salem Hospital was to identify areas requiring the most assistance. Data was gathered by recording frequently asked questions and tracking high activity locations. Additional observations included common challenges related to wayfinding signs and understanding hospital procedures. Results indicated that the majority of inquiries were related to directions, locating departments, and clarifying hospital procedures. The highest demand for assistance occurred in the main entrance, waiting areas, and near elevator access points, particularly during the busiest times of the day. Recurring challenges included difficulty navigating and confusion due to limited directional guidance. Overall, the findings suggest that improvements in signs, navigation systems, and communication could enhance patient and visitor experience while increasing workflow.