“I still get lost at NYU frequently, and I’ve been here for almost 20 years — which I think is a testament to our ability to continue to renovate, improve and optimize, embodying the Kaizen mentality [of continuous improvement],” he told Becker’s.
His experiences as a patient and “secret shopper” at NYU Langone were instrumental in the launch of I’ll Walk With You, a program at NYU Langone’s main campus in Manhattan in which volunteers greet patients in the lobby and walk them to their appointment.
Patients may have a difficult time navigating large academic medical centers such as NYU Langone, leading to late arrivals and anxiety among patients.
I’ll Walk With You, launched in September, is intended to enhance NYU Langone’s existing wayfinding program by adding a layer of human connection that can be especially beneficial to people with impairments or anxiety.
“Sometimes wayfinding and navigation get taken for granted,” Dr. Rizzo said. “We deploy a conventional approach to signage and expect it to be enough or satisfactory. But if you look at the data and crunch the numbers, on average, if someone presents to a large academic medical center, about 80% to 90% will require some type of orientation or directional guidance.
“That’s basically eight or nine out of every 10, which is a huge number. That not only affects their patient experience and satisfaction but limits our effectiveness. It also impacts the effectiveness of our care and overall operational efficiency.”
Wayfinding is an issue many industries confront. Dr. Rizzo pointed to the airline industry as a model from which hospitals can learn. He specifically referenced the Air Carrier Access Act, which prohibits airlines from discriminating against passengers because of their disability.
“As a blind traveler, I use the accessibility specialists anytime I’m independently traveling and can’t depend on my wife or my son to help with wayfinding,” he said. “That drastically changes the experience and optimizes my chances of getting to the flight on time — not showing up in a rushed or chaotic state.”
Since its launch, I’ll Walk With You has guided more than 3,000 patients to their destinations. The volunteer force — currently at 23 and expected to grow to 105 — works from 8 a.m. to 8 p.m. weekdays, assisting patients to and from their appointments. Volunteers range from premed students to retirees.
Dr. Rizzo noted that one assumption regarding wayfinding is that conventional signage is always logical and rational for each individual, adding that is not necessarily the case.
“The reality is there are all these pathways,” he said. “The assumption is that you’re seeing signage in the right areas, that you’re looking in those areas, and that there aren’t other hazards distracting you as you try to find the appropriate signs.
“Then we have some kiosks that may not be conveniently positioned depending on the point of entry within the built environment. So I think there are a lot of assumptions about what works best.
“Don’t get me wrong — we have good signage. But I think it’s not good for everyone. It’s hard to provide that tailored or precise experience, and that’s an assumption we make.”
That is why volunteers at NYU Langone aim to provide human support.
Since the rollout of I’ll Walk With You, the program has provided a level of human connection to patients coming into the hospital, according to Sarah Casey, project coordinator at the health system.
“Regardless of ability, coming into the hospital is not going to be a fun experience for most people,” she said. “It’s a very stressful time. It could be one of the worst days of their lives.
“We have a volunteer who says she likes to think of herself as being their friend for five minutes. Sometimes, someone may have been here before and may know exactly where they’re going, but it could be a really stressful time.
“Having someone just walk with them to the elevator — that’s what we are trying to do. We’re providing excellent customer service, going above and beyond to ensure that everybody feels comfortable and welcome here at NYU.”
Ms. Casey shared an example in which a woman arrived at the hospital visibly stressed after flying from Texas to see a specialist at NYU.
“I ended up talking to her, and she said she was circling LaGuardia [Airport]. Her plane was delayed, and she was worried about missing her appointment,” Ms. Casey said. “As she was checking in, one of the screeners said, ‘Oh, one of our volunteers can walk you to your appointment.’
“She goes, ‘Oh, thank God.’ She was so visibly relieved. And even though she was quite late for her appointment at that point, having someone to show her where she needed to be, hear about her travel story, and reassure her that she was in the right place made a visible difference.”
In addition to providing a human connection, Dr. Rizzo said the program has emphasized the need to be flexible, as the program depends on volunteers wanting to donate their time and energy to the initiative.
“A lot of our volunteers are in college, especially at NYU,” he said. “They’re undergrads, they’re premed, and they’re very busy. We’ve had a lot of schedule changes, and we have to roll with that while making sure we’re staffing the areas and hours we need the most.”
He also said the program has taught the importance of ensuring volunteers are enjoying the process and that the program is a “two-way street.”
As the initiative evolves, there are potential pain points Dr. Rizzo considers, such as different training standards for a volunteer workforce.
“We also have to think about where we’re training, how we’re training, knowledge retention and knowledge maintenance,” he said.
He added that NYU Langone is considering potentially partnering volunteers with technological solutions to help the wayfinder arrive at the final destination more confidently.
“Lastly, I think it’s also about demonstrating value and really thinking about analytics,” Dr. Rizzo said. “How do we get the best analytics in place to show the true value of the program? I think that’s not always simple or linear in this environment, so it behooves the health system or enterprise implementing it to think about how they can document these quantitative differences in travel.”
While the program is in place at Tisch Hospital in Manhattan, NYU Langone hopes to eventually roll it out across its locations.
