Orient Express

Murphy, Katherine Krauss; Waxman, Benjamin
March 2007
Marketing Health Services;Spring2007, Vol. 27 Issue 1, p10
Academic Journal
The article reports on the development of a patient and visitor guide for understanding the Yale-New Haven Children's Hospital (YNHCH) in New Haven, Connecticut. Parents of young patients had requested more information to facilitate the difficult experience of having a child in the hospital. The hospital also wanted to improve the previous guide to ensure patient satisfaction. The lengthy process began with the patient services personnel. Color coding, photos, children's art and text were incorporated. Review processes occurred after every major step. A comprehensive table of contents was updated since parents stated that they would prefer copious information rather than basic points of interest. INSET: Guide considerations.


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