This project delves into the historical trend of mistrust within the community surrounding Cedar Avenue Hospital inPhiladelphia. Through research and in-depth analysis, we aim to uncover and understand the patterns that have contributed to this mistrust over time. The findings are translated into actionable insights and recommendations, empowering the hospital to foster a more trusting relationship with the community.
Cedar Avenue Hospital, PA - Penn Medicine - PHMC - CHOP
Team
Ezeoma, Rutika, Sai Kishore
Timeline
Aug 2022 - Dec 2022
Tools
Miro, Google Forms, Illustrator
Research Insights and Our recommendations
01
Decades-old negative experiences under prior administrations still influence community opinion despite UPenn's recent takeover.
- Community engagement programs to keep the community informed and control negative word of mouth.
02
Lack of transparent communication on medical practices and decisions related to patient transfers to UPenn's main branch contributes to a negative experience.
- Improve communication to explain the benefits of transfers and treatments provided.
03
The absence of daily patient feedback mechanisms prevents the hospital from ensuring patient comfort.
- Improvements in the existing Quality Control to include multiple feedback rounds and patient briefings.
04
The community incorrectly perceives the hospital as closed, despite UPenn taking over after Mercy was on the verge of closure
The presence of three different hospitals (CHOP, PHMC, and UPenn) within the same building creates confusion and hampers community understanding.
- Use of signage around the hospital and use flyers with combined branding of the three hospitals showing solidarity as ONE.
05
Insufficient online presence and responsiveness pose challenges for the younger generation, making it difficult for them to establish trust in the hospital
- Respond to online reviews on Google and maintain a social media presence to build trust among the younger generation.
Research Insights and recommendations
01
Decades-old negative experiences under prior administrations still influence the community opinion despite UPenn's recent takeover.
Community engagement programs to keep the community informed and control negative word of mouth.
02
Lack of transparent communication on medical practices and decisions related to patient transfers to UPenn's main branch contributes to a negative experience.
Improve communication to explain the benefits of transfers and treatments provided.
03
The absence of daily patient feedback mechanisms prevents the hospital from ensuring patient comfort.
Improvements in the existing Quality Control to include multiple feedback rounds and patient briefings.
04
- The community incorrectly perceives the hospital as closed, despite UPenn taking over after Mercy was on the verge of closure.
- The presence of three different hospitals (CHOP, PHMC, and UPenn) within the same building creates confusion and hampers community understanding.
Use of signage around the hospital and use flyers with combined branding of the three hospitals showing solidarity as ONE.
05
Insufficient online presence and responsiveness pose challenges for the younger generation, making it difficult for them to establish trust in the hospital
Respond to online reviews on Google and maintain a social media presence to build trust among the younger generation.
Project highlights
Secondary Research
Synthesizing data on the history of the hospital
Known unknown matrix - Guided the next steps of research, focusing on the unknowns - Assisted in framing interview questions
Affinity mapping - Combined individual research knowledge to be on the same page - Divided information into important clusters
Outcome
Timeline of the hospital
Semi-structured interview guide
Survey
Gathering quantitative data from the community
- Collecting demographic details - Duration of Residency in the Neighborhood - Preferred Hospital in Emergency Situations - Personal Experience with the Hospital - Awareness of Recent Management Changes - Overall Opinion Rating
Results
32.3%
of the community, primarily the older generation (mostly people of color), holds a lasting negative opinion from experiences decades ago.
57.2%
rate the hospital as "average" or"below average" based on negative past experiences.
41.9%
do not prefer UPenn at Cedar Avenue as their first choice, even without personal experiences.
54.8%
of the community is unaware of recent changes in management.
Interviews
Let’s hear what the community has to say
Objectives - Get a better understanding of the community - What the community thinks of the hospital - Understand their past experiences, if any - Know whether they are aware of what the hospital offers - What the community expects from the hospital
Debriefs
Experience matrix
Research Outcome
Insights and recommendations
01
Decades-old negative experiences under prior administrations still influence community opinion despite UPenn's recent takeover.
Recommendation
Community engagement programs to keep the community informed and control negative word of mouth.
02
Lack of transparent communication on medical practices and decisions related to patient transfers to UPenn's main branch contributes to a negative experience.
Recommendation
Improve communication to explain the benefits of transfers and treatments provided.
03
The absence of daily patient feedback mechanisms prevents the hospital from ensuring patient comfort.
Recommendation
Improvements in the existing Quality Control to include multiple feedback rounds and patient briefings.
04
- The presence of three different hospitals (CHOP, PHMC, and UPenn) within the same building creates confusion and hampers community understanding. - The community incorrectly perceives the hospital as closed, despite UPenn taking over afterMercy was on the verge of closure.
Recommendation
Use of signage around the hospital and flyers with combined branding of the three hospitals showing solidarity as ONE.
05
Insufficient online presence and responsiveness pose challenges for the younger generation, making it difficult for them to establish trust in the hospital.
Recommendation
Respond to online reviews on Google and maintain a social media presence to build trust among the younger generation.
