Mayar Morsy

Dundee Dental Research Hospital and School is a centre of excellence for its combination of a positive work culture, investment into education, and aim to offer the best patient experience. The Hospital wants to improve their overall service with both the patients and staff through developing their communication channels and its atmosphere.

Participation in staff workshops and feedback sessions provided insights on staff needs, feelings, and opinions which provided keywords for the hospital’s desired atmosphere. Visits to the hospital revealed the challenges with the signage systems in terms of design and layout and brought attention to the impact of visual clutter on patients’ ability to navigate the building. Online questionnaires and direct interviews with patients and staff revealed other touchpoints to be addressed for a wholistic design approach. 

Stakeholders’ communication needs are covered in multiple touchpoints. The layout of the patient’s appointment letter and signage system are redesigned to enhance verbal and visual communication. Feedback cards allow patients to participate in future service improvement and encourage good practice among staff. Finally, wall murals are designed to honour history, appreciate the people, and reflect a positive atmosphere to visitors.