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Tuesday, September 19, 2017  |  4:15 PM - 5:15 PM

Open to Conference Attendees Only

Families meet Facilities. Ways for Design to Directly Impact Experience

Leanne Cimato RN, BSN
Family Services Manager, Children's Hospital of Philadelphia
Natalie Miovski Hagerty, AIA, EDAC, LEED AP
Director, Facilities Planning, Children's Hospital of Philadelphia

With a focus on improving the patient/family experience, Children’s Hospital of Philadelphia created a dedicated Facilities/Family Services workgroup which is unique to most children’s hospitals. This workgroup is dedicated to working across departments including clinical teams, process improvement, security, hospital operations and language services to ensure that the patient/family experience is optimal from appointment scheduling, through the duration of a visit and supporting the return home.

The workgroup has launched several work streams in close partnership with families and staff, including a new wayfinding/theming initiative, developing a new family hospitality center, Sabbath elevator program, reimagining of all public spaces, developing on-stage/ off stage staff spaces and family communication and staff communication plans. This workgroup has been able to improve the patient/family experience through design improvements, without new physical space.


1. Identify ways that a facilities + hospitality partnership can improve patient experience.
2. Learn tips to improve an existing facility and experience without building new or breaking the bank.
3. Prioritize the greatest family impact with short, mid and long term initiatives, leveraging patient and family voices
4. Utilize enterprise resources to evaluate the effects of the design interventions