University College London Hospitals

UCLH approached us with two problems they needed solutions to:

Firstly, the Trust wanted to find an efficient way to display up to date information to their patients, replacing posters and noticeboards which have become increasingly outdated. The aim was to communicate key patient information messages, positive Trust messages, waiting time information, keeping patients, visitors and staff up to date with clear, consistent and timely information.

Secondly, UCLH needed to find a way to increase hand hygiene compliance at their Euston Road campus. Only 2.1% of visitors were using the hand gel dispenser and this needed to be drastically increased during the Covid-19 pandemic.

To solve their patient information needs, DMC/THMG worked closely with the Trust’s communication department to develop dynamic relevant messaging within the hospital’s brand style ensuring that only approved messaging appeared on the screens. Post-launch, the Trust implemented new screens in A&E, Antenatal, Pharmacy and Xray.

The software on the screens allows staff on each department or ward to update the screen with up to the minute data (e.g. waiting times, staffing ratios or results from Friends and Family tests) ensuring that patients remain aware of the department’s performance and how it varies from month to month.

To tackle hand gel compliance, we installed a “virtual nurse”; a holographic mannequin positioned in their main entrance on Euston Road. The model was filmed detailing a variety of hand hygiene, PALS and wayfinding messages, which the hologram would loop through throughout the day. Additionally, the unit had two hand gel dispensers on either side to allow for easy compliance with UCLH messaging.

Regarding the digital patient info displays, the feedback from patients and staff has been extremely positive – 90% of patients surveyed said that the screens made them more aware of hospital services. Staff have noted efficiency savings due to the significant decrease in time taken to update screen data daily versus the whiteboards that were commonplace in these departments.

Regarding hand sanitiser compliance, 33% of visitors stopped to use the hand sanitiser after the virtual nurse was installed. There was also a marked increase in visitors stopping to listen to the messages being played, with 173 people stopping over a two hour period.