In February 2017 the Work Health and Safety Committee at the new Byron Central Hospital reviewed how easy the site was to navigate. They consulted staff and conducted a walkthrough activity with consumers.
The walkthrough activity involved surveying people on their experience of finding their way around the site. Each department asked consumers to fill out a survey regarding their journey through the site to that department’s location. Staff accompanied consumers to retrace their steps if necessary. Staff were also interviewed for feedback on common navigational problems with the site.
From this work, the committee identified a number of problems with navigating around the site. They developed an Action Plan with recommendations to address these problems and where possible, changes were made.
Actions to improve the site
Vehicle Access
Changes to names of services were made as detailed below, and arrows were moved to more clearly indicate the direction of each location.
Problem
Main directional signage when entering the site from the road was confusing.- Deliveries and Mental Health were initially directed through the carpark, and the arrow towards Harm Minimisation was pointing in the wrong direction.
Solution
A report was commissioned and await outcome of consultation with local council regarding signage on the public road.- Signs at the entrance to the public carpark were changed to better direct people.
Pedestrian Access
Problem
People were not using the pedestrian walkway from the car park. Instead, most people took the most direct route through the garden.
Solution
- The existing garden bed was planted with a hedge, so people could not walk through the garden and had to use the pedestrian crossing to access the Main Entrance.
Terminology and Interior Signage
Problem
- Signage to direct people to Emergency was not clear; patients needing emergency care were presenting at the Main Entrance.
- Terminology used in patient letters, on the website and in signage was inconsistent.
- Signs used terminology that consumers did not identify with e.g. Oral Health and Inpatient Unit.
- Signage to toilets was not clear enough.
Solution
Terminology on signage and patient information was made consistent.
Consumer identified words were added to signs e.g. Ward/Inpatient Unit. Chemotherapy was reworded to Cancer Care across the site and NSP (most recognised term used for needle exchange by consumers) was added to Harm Minimisation.
To increase visibility, some signs (e.g. toilet and Pathology) were installed at 90 degrees from the wall.
Additional Emergency Department signage was made to make it more visible from the main car park and main entrance to the hospital.
Deliveries
Problem
- It was not clear where drivers could park or unload.
Solution
Signage was added to indicate to drivers where they can park or unload.- A sign above the back gate entrance was added to indicate it was for deliveries.
- Signage included contact details of who to call if the delivery dock was unattended.
Mental Health Unit (Tuckeroo)
Problem
Existing signs were to ‘Mental health’ and not Tuckeroo.- This Unit was hard to find and there was no signage at the entrance to tell people that they had arrived at Tuckeroo.
Solution
Put a sign on the building with name of the Mental Health Unit (Tuckeroo).
Arriving at the hospital
Problem
- The new site of the hospital is out of town and people may need to organise transport.
Solution
- Transport option information was added to the website.
For more information, see:
- The action plan developed for Byron Central Hospital
- The Walkability survey consumers completed
- The instructions that staff were given to get the walkability surveys
- The Health Literacy Environment Activity Packet – First impressions and walking interview
- NSW Health Guideline: Wayfinding for Healthcare Facilities
Contact the Health Literacy Officer to help make your service easier to navigate.
Northern NSW Health Literacy Project acknowledges the traditional custodians of the lands across our region and pays respect to the Elders past, present and emerging. We recognise these lands were never ceded and acknowledge the continuation of culture and connection to land, sky and sea. We acknowledge Aboriginal and Torres Strait Islander peoples as Australia’s First Peoples and honour the rich diversity of the world’s oldest living cultures.