As healthcare leaders face increasing pressure to elevate the patient experience, upgrading highly visible areas of a facility, such as the lobby, can serve as a cost-effective strategy to transform first impressions without requiring a major financial commitment or large-scale construction.
To learn more about the impact of lobby renovation projects, along with key considerations and best practices, Becker’s Healthcare spoke with Carolyn Blake, healthcare technical practice leader and senior interior designer at Gresham Smith.
Lobbies shape first impressions
Entering a healthcare facility can be a stressful experience for many patients, whether due to uncertainty about directions or nerves about an upcoming appointment.
First impressions go beyond aesthetics and can be crucial in setting the tone for the entire visit. They encompass the full entry experience, including parking, the building’s exterior, signage, lighting and wayfinding features to easily navigate the space.
“When patients have confidence where they’re going and they feel more in control of the situation, it has a big impact on their emotional well-being,” Ms. Blake said.
Recognizing that capital budgets are often tight, Ms. Blake noted that many organizations are prioritizing smaller, targeted renovations, with lobbies often being a focal point. These upgrades, while more modest than expansions or significant renovations, tend to be holistic and designed to improve the entire arrival experience.
Master plan with a phased approach
Two common challenges organizations face during lobby renovations are scope creep, when stakeholders push to expand the project’s parameters, and operational disruptions to essential areas that need to remain open 24-hours.
To manage both, Ms. Blake emphasized the importance of a long-term facility master plan with a phased implementation strategy. By working with an experienced design team, organizations can break a renovation into manageable phases, minimizing scope creep. She also recommends involving a construction manager early to develop tactical solutions that reduce disruptions to patient flow and daily operations.
Ms. Blake shared an example of a hospital that aimed to improve patient flow and experience. Gresham Smith collaborated with the hospital’s leadership team to develop a master plan that included upgrades to the public-facing building facades, signs and parking garages. The lobby was eventually redesigned to make navigating the building easier. Corridors linking the public spaces of the existing facilities to the new surgery tower were enhanced with updated lighting, modern finishes and thoughtfully placed artwork. Elevator lobbies and signage were refreshed to help visitors find their destinations more easily, while finishes were carefully aligned with the organization’s rebrand.
Cost-effective elements that make an impact
With a background in interior design and 20 years of healthcare project experience, Ms. Blake highlighted several impactful, cost-conscious elements organizations can consider when upgrading entry spaces.
“Lighting fixture upgrades are a cost-effective option to make dramatic changes,” Ms. Blake said. Often, older fluorescent lighting feels institutional. Replacing it with fixtures that are softer and offer better color rendering can instantly make the space feel warmer and more welcoming.
Another key upgrade was the introduction of a clear hierarchy of design elements that naturally distinguish public areas from back-of-house spaces. This, combined with branded signage, helps patients navigate with confidence. Comfortable, versatile furniture, paired with ample power outlets to keep visitors connected, further enhances the sense of hospitality throughout the space.
Acoustics are also essential in healthcare settings, where privacy is important. While hard surfaces are easier to clean, they can create a noisy environment. Ms. Blake suggested creatively implementing white noise machines and sound-absorbing materials in light fixtures, overhead ceiling panels and even wall panels to balance the need for infection prevention with reducing noise
Additionally, research establishes a strong connection between well-being and positive distractions like artwork. Lobbies present a perfect opportunity to introduce an artwork program. Featuring works by local artists can reinforce ties to the local community, elevate the space’s ambiance and reduce stress.
“Creating spaces that feel warm and welcoming puts people at ease,” Ms. Blake noted.
Focus on the front door
As hospital mergers, acquisitions and the expansion of outpatient services reshape the industry, creating a consistent and cohesive brand experience is more important than ever.
While many healthcare organizations invest in their digital front door, the physical entry point still plays a critical role in forming patient perceptions.
Incorporating cost-effective upgrades into a larger master plan can help healthcare facilities improve patient experience, reduce stress and create a more positive first impression, without overextending limited capital budgets.
“When patients enter a space that is organized and designed to make them feel welcome, it brings the stress level down,” Ms. Blake said. “It gives people the confidence that they can get to their destination and provides a sense of confidence that the healthcare provider will meet their needs.”
