Memorial Regional Hospital, a leading healthcare provider with 650 beds and serving over 300,000 patients annually, implemented a comprehensive digital signage network to enhance patient experience, improve operational efficiency, and strengthen communication. This case study examines how Memorial Regional transformed its traditional static signage into an interactive, dynamic digital ecosystem that significantly improved wayfinding, reduced perceived wait times, and enhanced overall patient satisfaction.
37%
Reduction in patient stress levels
42%
Decrease in wayfinding inquiries
22%
Improvement in patient satisfaction scores
Founded in 1953, Memorial Regional Hospital has grown to become one of the largest and most respected healthcare institutions in the southeastern United States. Located in a major metropolitan area, the hospital serves as a tertiary care center and Level I Trauma Center, providing advanced medical services to a diverse population across a five-county region.
The hospital campus spans 35 acres and includes the main hospital building, a cancer center, heart institute, women's pavilion, children's hospital, and multiple outpatient facilities. With over 3,500 employees, including 1,200 physicians representing more than 70 specialties and subspecialties, Memorial Regional is committed to delivering exceptional patient care while advancing medical research and education.
Despite its reputation for clinical excellence, Memorial Regional Hospital faced significant challenges related to patient experience, communication, and operational efficiency. As the hospital expanded over the decades, its campus grew increasingly complex, with multiple buildings, departments, and service areas that were difficult for patients and visitors to navigate. Additionally, the hospital's traditional communication methods were proving inadequate for meeting the expectations of today's patients and the demands of a modern healthcare environment.
Patient surveys revealed that 58% of visitors reported difficulty finding their way around the hospital campus, while 63% expressed frustration with long perceived wait times and insufficient information about appointment status. These issues were particularly acute for first-time visitors, elderly patients, and those with language barriers or disabilities.
Memorial Regional's campus had evolved over decades, resulting in a labyrinthine layout that confused even longtime patients and staff. The main hospital building alone had seven floors with multiple wings, while the surrounding campus included five additional buildings connected by a network of corridors, skywalks, and outdoor paths. Traditional static signage was inconsistent across buildings and often outdated due to frequent department relocations and renovations. Front desk staff reported spending up to 35% of their time providing directions, diverting resources from more critical patient care activities. Patients frequently arrived late to appointments after getting lost, disrupting schedules and creating cascading delays throughout the day. Visitor surveys indicated that 72% of first-time patients experienced anxiety about finding their way around the facility, with 28% reporting they had been late to appointments specifically due to navigation difficulties. The problem was particularly acute for non-English speakers, who constituted approximately 22% of the hospital's patient population, as multilingual signage was limited and inconsistently implemented.
Waiting areas throughout Memorial Regional suffered from a lack of engaging content and information, leading to heightened patient anxiety and inflated perceptions of wait times. On average, patients waited 47 minutes in the main reception area and 32 minutes in departmental waiting rooms, but patient surveys indicated that the perceived wait time was typically 25-30% longer than the actual time. This discrepancy contributed to decreased patient satisfaction scores, which had fallen 15 percentage points over three years. The problem was compounded by the absence of real-time updates about appointment status or expected wait times, leaving patients feeling uninformed and frustrated. Additionally, the hospital struggled to effectively communicate important health information, preventive care recommendations, and available services to a captive audience that could benefit from such education. Staff also noted that anxious patients often required more time and resources during their appointments, as they arrived stressed and agitated after long, uninformed waits. The hospital's patient experience team identified waiting room experience as one of the top three factors influencing overall satisfaction scores.
Memorial Regional's internal communication systems were fragmented and inefficient, relying heavily on email, paper notices, and intranet postings that many staff members, particularly those in clinical roles, had limited time to access during their shifts. Critical updates about hospital policies, safety protocols, and emergency procedures often failed to reach all relevant personnel in a timely manner. During a recent accreditation review, auditors found that only 68% of staff could demonstrate awareness of updated infection control protocols that had been distributed three weeks earlier. The hospital's emergency notification system was particularly problematic, with drills revealing that alerts took an average of 12 minutes to reach all departments—far too long in a genuine emergency situation. Department managers reported spending 5-7 hours per week on communication-related tasks, including creating, distributing, and following up on important notices. The hospital's large size and 24/7 operation made it especially difficult to ensure consistent information across all shifts and departments. Additionally, the hospital struggled to build community among its 3,500 employees, with staff surveys indicating low awareness of achievements, milestones, and events occurring in departments other than their own.
These challenges were having measurable negative impacts on Memorial Regional's operations and reputation. Patient satisfaction scores had declined to the 62nd percentile nationally, down from the 85th percentile three years earlier. Staff turnover had increased to 18% annually, above the industry average of 15%, with exit interviews frequently citing communication issues and workplace stress as contributing factors. The hospital was also missing opportunities to promote preventive care services, specialty practices, and community health initiatives to a captive audience of patients and visitors. Additionally, the inefficient use of front desk staff for providing directions and managing patient expectations was costing the hospital an estimated $420,000 annually in lost productivity. Leadership recognized that addressing these challenges would require a comprehensive approach to information delivery and communication throughout the hospital campus.
After a thorough evaluation process, Memorial Regional Hospital partnered with a leading healthcare digital signage provider to implement a comprehensive network of over 200 displays throughout its campus. The solution was designed to address the specific challenges identified while creating a scalable platform that could evolve with the hospital's needs and enhance the overall patient and staff experience.
The implementation included a centralized content management system that allowed for hospital-wide control while enabling different departments to contribute relevant content. This approach ensured consistent branding and messaging while providing the flexibility to address specific needs across different areas of the hospital.
Memorial Regional installed 22 interactive wayfinding kiosks at key decision points throughout the hospital campus, including main entrances, elevator lobbies, parking garages, and major corridor intersections. These 55" touchscreen displays featured intuitive 3D maps of the entire campus with step-by-step navigation instructions in multiple languages (English, Spanish, Haitian Creole, and Portuguese, reflecting the hospital's diverse patient population). Visitors could search for departments, physicians, amenities, or services and receive customized directions to their destination, complete with estimated walking times. The system accounted for accessibility needs, offering routes that avoided stairs and prioritized elevator access when requested. Each kiosk included a "You Are Here" indicator and allowed users to send directions to their mobile phones via QR code or text message. The wayfinding system integrated with the hospital's facilities management database, ensuring that maps and directions were automatically updated when departments relocated or areas were temporarily closed for maintenance. Additionally, the kiosks featured a direct connection to the hospital's information desk, allowing visitors to request personal assistance when needed.
The hospital deployed 85 digital displays across its various waiting areas, designed to reduce perceived wait times and anxiety while providing valuable health information. These screens displayed a carefully curated mix of content, including estimated wait times, appointment status updates (using a privacy-conscious numbering system), health education videos, hospital services information, and light entertainment content. The displays in specialty department waiting areas featured content specific to those medical fields—cardiology waiting rooms showed heart health tips, while pediatric areas included child-friendly content and parenting advice. A custom content strategy was developed for each waiting area based on typical patient demographics and average wait times. The system integrated with the hospital's electronic health record (EHR) and appointment scheduling systems to provide real-time updates on wait times and appointment status. Content was programmed to rotate at appropriate intervals, with health education segments kept to 60-90 seconds to maintain attention. Patient surveys were used to continuously refine content selection, ensuring relevance and engagement. Additionally, emergency notifications could override regular content when necessary, providing an important safety communication channel.
Memorial Regional implemented 65 digital displays in staff-only areas, including break rooms, nurse stations, conference rooms, and back-office corridors. These screens were dedicated to internal communication, displaying critical updates, policy changes, safety reminders, training opportunities, and recognition of staff achievements. The system integrated with the hospital's emergency management platform, allowing for immediate dissemination of code alerts, severe weather warnings, and security notifications. Department managers could submit content through a streamlined approval process, ensuring that communication reached the appropriate staff quickly while maintaining quality control. The displays also featured data dashboards showing real-time metrics relevant to specific departments, such as emergency department wait times, surgery schedules, or bed availability. A dedicated section celebrated staff milestones, birthdays, and achievements, helping to build community across the large organization. The system was programmed to display different content based on time of day and location, ensuring that overnight staff received the same quality of communication as day shift employees. Additionally, the displays included QR codes linking to more detailed information on the hospital's intranet, bridging the gap between digital signage and more comprehensive resources.
The hospital installed 28 digital directory displays at building entrances, elevator lobbies, and major corridor junctions. These displays replaced traditional static directories with dynamic, easily updated listings of departments, physicians, and services. The directories were organized intuitively by both location and specialty, allowing visitors to quickly find their destination regardless of their familiarity with medical terminology. Each listing included a small map highlighting the location within the building or campus. The system integrated with the hospital's physician credentialing database and space management system, ensuring that directory information was automatically updated when physicians joined or left the hospital or when departments relocated. The directories also displayed important announcements such as temporary closures, construction notices, or special events. During off-hours when certain departments were closed, the directories automatically adjusted to show only available services, preventing visitors from being directed to closed areas. The displays featured large, high-contrast text and intuitive icons to ensure readability for elderly patients and those with visual impairments. Additionally, QR codes allowed visitors to download a complete directory to their mobile devices for reference throughout their visit.
The project began with a comprehensive assessment of Memorial Regional's communication needs, patient journey mapping, and facility analysis. This phase included stakeholder interviews across departments, patient focus groups, and traffic flow studies to determine optimal screen placement and content strategy. A cross-functional steering committee was formed with representatives from administration, clinical services, IT, facilities, and patient experience to oversee the implementation and ensure alignment with hospital objectives. The team developed detailed ROI projections, established key performance indicators, and created a phased rollout plan that prioritized high-impact areas while minimizing disruption to hospital operations. Special attention was paid to technical infrastructure requirements, including network capacity, security protocols, and integration points with existing hospital systems. The planning phase also included the development of content guidelines and governance processes to ensure sustainable management of the digital signage network after implementation.
Timeline: 3 months
Memorial Regional selected the main hospital lobby and one clinical department (Cardiology) for the initial pilot implementation. This controlled deployment included examples of each solution component: wayfinding kiosks, waiting area displays, staff communication screens, and digital directories. The pilot allowed the team to test different content strategies, gather user feedback, and refine the approach before full-scale deployment. Technical configurations were validated, including integrations with the hospital's electronic health record system, appointment scheduling platform, and emergency notification system. Staff training programs were developed and tested, ensuring that front-line employees understood how to leverage the new tools and direct patients to use them effectively. The pilot phase also included the establishment of content creation workflows and approval processes, with representatives from various departments contributing content to test the governance model. Extensive data collection during this phase helped validate assumptions about user behavior and content effectiveness, informing refinements to both hardware placement and content strategy.
Timeline: 2 months
Following the successful pilot, Memorial Regional expanded the digital signage network to all remaining areas of the hospital campus. This phase included hardware installation, network configuration, content creation, and comprehensive training for staff across all departments and shifts. The deployment was executed in a carefully sequenced manner to minimize disruption to hospital operations, with work in clinical areas scheduled during lower-volume periods. A dedicated content team was established to create and manage the extensive library of digital assets needed to support the network, including wayfinding maps, health education videos, and staff communication templates. The hospital also developed a comprehensive training program to ensure that all staff understood how to leverage the digital signage system effectively, with role-specific guidance for front desk staff, clinical teams, and department managers. As each area was completed, a formal handover process ensured that local staff were prepared to maintain and utilize their digital signage resources. The full deployment concluded with a hospital-wide communication campaign to educate patients and visitors about the new digital resources available to enhance their experience.
Timeline: 6 months
The implementation of digital signage across Memorial Regional Hospital delivered significant measurable results within the first year of operation. The hospital conducted comprehensive before-and-after analysis, including patient surveys, staff feedback, and operational metrics to quantify the impact of the initiative.
37%
Reduction in patient stress levels
42%
Decrease in wayfinding inquiries
22%
Improvement in patient satisfaction scores
The digital signage network significantly improved the overall patient experience at Memorial Regional Hospital, addressing key pain points and enhancing satisfaction. Patient surveys revealed a 37% reduction in reported stress levels associated with hospital visits, with navigation anxiety showing the most dramatic improvement. The interactive wayfinding kiosks proved particularly effective, with 78% of visitors reporting that they used the kiosks during their visit and 92% rating them as "very helpful" or "extremely helpful." The number of patients reporting that they got lost during their visit decreased from 58% to just 16%, while late arrivals to appointments due to navigation issues declined by 68%. In waiting areas, the digital displays successfully reduced perceived wait times, with patients estimating their waits to be 22% shorter than actual times—a complete reversal of the previous situation where perceived waits were 25-30% longer than actual times. Patient satisfaction scores increased from the 62nd percentile nationally to the 84th percentile, nearly returning to the hospital's previous high-water mark. Particularly notable was the 35% increase in positive comments about communication and information availability in patient feedback surveys. The hospital also saw a 28% increase in awareness and utilization of additional services after they were promoted on waiting room displays, indicating that patients were not only noticing the content but acting on it.
The digital signage solution delivered significant operational benefits beyond the improved patient experience. Front desk staff reported a 42% decrease in time spent providing directions and answering wayfinding questions, freeing them to focus on more valuable patient service activities. This efficiency gain alone saved an estimated $380,000 annually in staff time. The streamlined check-in process, supported by clear digital instructions and status updates, reduced lobby congestion by 35% during peak hours. Department managers reported saving an average of 3.5 hours per week on communication tasks, as the digital signage network provided a more efficient channel for distributing important information to staff. The hospital's emergency notification system saw dramatic improvements, with alerts now reaching all areas of the hospital within 45 seconds, compared to the previous 12-minute average. This enhancement significantly improved the hospital's emergency preparedness and response capabilities. The digital directory system eliminated the need for frequent updates to static directories, saving approximately $42,000 annually in printing and installation costs while ensuring that information was always current. Additionally, the hospital reported a 23% reduction in missed appointments, attributed to improved wayfinding and more effective pre-appointment communications, resulting in better resource utilization and revenue capture.
The staff-facing components of the digital signage network delivered substantial improvements in internal communication and employee satisfaction. Staff awareness of important policy updates and procedural changes increased from 68% to 94%, as measured through random knowledge checks conducted by department managers. The time required for critical information to reach all relevant personnel decreased by 85%, ensuring more consistent application of protocols across departments and shifts. Staff surveys indicated a 32% increase in satisfaction with internal communication processes and a 28% improvement in feelings of connectedness to the broader hospital community. The recognition features of the staff communication displays were particularly well-received, with 76% of employees reporting that they regularly viewed the screens to stay informed about colleague achievements and milestones. This enhanced sense of community contributed to a decrease in staff turnover from 18% to 13% annually, below the industry average of 15%. Department managers reported higher engagement in staff meetings and training sessions that were promoted through the digital signage network, with attendance increasing by 41% for optional professional development opportunities. The hospital's chief nursing officer noted that the improved communication had contributed to more consistent application of best practices across units and shifts, supporting better patient outcomes and safety.
The waiting area displays proved to be highly effective channels for patient education and health promotion. Post-appointment surveys indicated that 65% of patients recalled specific health information presented on the digital displays, and 38% reported that they intended to take action based on that information, such as scheduling preventive screenings or making lifestyle changes. The hospital's community health team reported a 47% increase in attendance at health education classes and events promoted through the digital signage network. Seasonal health campaigns, such as flu vaccination promotions, showed 32% higher participation rates when featured prominently on waiting room displays. Physicians reported that patients seemed better prepared for appointments and asked more informed questions, suggesting that the educational content was having its intended effect. The hospital also saw a 28% increase in enrollment in chronic disease management programs following targeted promotion on specialty clinic displays. The ability to customize health education content by department proved particularly valuable, with cardiology patients showing a 52% increase in cardiac rehabilitation program participation following exposure to department-specific content. These outcomes demonstrated that the digital signage network was not only improving the hospital experience but also advancing Memorial Regional's broader mission of improving community health.
Memorial Regional Hospital conducted a comprehensive ROI analysis of the digital signage implementation, factoring in both direct cost savings and revenue impacts. The analysis revealed a strong financial case for the investment.
The digital signage network has transformed how we communicate with our patients, visitors, and staff. What began as a solution to wayfinding challenges has evolved into a comprehensive platform that touches nearly every aspect of our hospital operations. Patients tell us they feel more informed and less anxious during their visits, while our staff appreciate having critical information at their fingertips. The system has proven particularly valuable during high-stress situations, such as the regional flooding we experienced last spring, when we were able to instantly communicate emergency protocols and facility status updates throughout the campus. Beyond the measurable efficiency gains and satisfaction improvements, we've seen a cultural shift toward greater transparency and engagement across our organization. The digital signage network has become an integral part of how Memorial Regional delivers on its promise of patient-centered care.
Dr. Elizabeth Chen
Chief Experience Officer, Memorial Regional Hospital
Throughout the implementation process, Memorial Regional Hospital identified several key lessons and best practices that contributed to the success of their digital signage initiative. These insights have been documented to guide future expansions and optimizations of the system.
Memorial Regional discovered that establishing clear content governance processes was essential to maintaining the effectiveness of their digital signage network. Without proper oversight, screens could quickly become cluttered with competing messages, outdated information, or content that didn't align with hospital priorities. The hospital established a tiered governance model, with a central Digital Experience Team setting overall standards and templates, while designated content coordinators in each department had limited publishing rights for their specific areas. All content underwent a streamlined approval process that balanced quality control with the need for timely updates. The hospital developed clear guidelines for content duration, refresh cycles, and design standards to ensure consistency across the network. They also implemented regular content audits to identify and remove outdated material. This governance structure proved particularly valuable when integrating content from external sources, such as health education videos or news feeds, ensuring that all information presented aligned with the hospital's clinical standards and values. The most successful approach proved to be a balance of centralized oversight with distributed content creation, allowing for both consistency and localized relevance.
One of the most important lessons from Memorial Regional's implementation was the value of integrating the digital signage network with existing hospital systems. Rather than operating as a standalone solution, the digital signage became exponentially more powerful when connected to the electronic health record system, appointment scheduling platform, emergency notification system, and facilities management database. These integrations allowed for real-time, automated content updates that would have been impossible to maintain manually. For example, the integration with the appointment system enabled waiting room displays to show accurate queue status without requiring staff intervention, while the connection to the facilities database ensured that wayfinding information automatically reflected department relocations or area closures. The hospital found that allocating sufficient resources to these integration efforts during the implementation phase—even when it extended timelines—paid significant dividends in long-term operational efficiency. The IT team noted that developing standardized APIs and data exchange protocols during the initial implementation made it much easier to add new integrations as the system evolved. The most successful approach involved close collaboration between the digital signage team and the administrators of each connected system to ensure that data was being shared appropriately and securely.
Memorial Regional learned that the success of their digital signage—particularly the interactive elements—depended heavily on user-centered design principles. Early prototypes of the wayfinding kiosks that were tested with actual patients revealed significant usability issues that wouldn't have been apparent to the internal team. The hospital established an iterative design process that included regular testing with diverse user groups, including elderly patients, non-English speakers, and individuals with various disabilities. This approach led to numerous refinements, such as simplified navigation paths, larger touch targets, more intuitive icons, and clearer language. The hospital found that designs that seemed perfectly logical to staff often confused patients who lacked familiarity with medical terminology or the hospital's organizational structure. The most successful interfaces were those that used the patient's perspective as the starting point, organizing information around common needs rather than hospital departments. The team also discovered the importance of physical placement and accessibility, ensuring that interactive displays were positioned at appropriate heights for both standing adults and wheelchair users, with adequate space for approach and use. This commitment to user-centered design significantly increased adoption rates and satisfaction with the digital tools.
Building on the success of the initial implementation, Memorial Regional Hospital has developed a roadmap for expanding and enhancing their digital signage network over the next three years. These plans focus on leveraging new technologies and deeper integration with other systems to create an even more personalized and effective communication platform.
Memorial Regional is developing a comprehensive mobile strategy that will extend the digital signage experience to patients' personal devices. The hospital plans to launch a mobile app that will sync with the wayfinding system, allowing patients to receive turn-by-turn directions on their smartphones after initial interaction with a kiosk. The app will also enable personalized appointment notifications, customized health education content based on the patient's medical history, and secure access to test results and medical records. QR codes on digital displays throughout the hospital will allow patients to bookmark information for later reference or to transfer interactive experiences from public screens to their personal devices. The hospital is also exploring beacon technology that would enable location-aware services, such as automatically displaying relevant department information on nearby screens when a patient approaches with the app installed. This mobile integration will create a more seamless experience across physical and digital touchpoints while providing patients with greater control over their information. The first phase of this initiative, focused on mobile wayfinding, is scheduled to launch within the next 12 months.
Memorial Regional plans to incorporate artificial intelligence and predictive analytics to make its digital signage network more responsive and effective. The hospital is developing an AI-driven content optimization system that will analyze engagement patterns and automatically adjust content scheduling based on factors such as time of day, department, current wait times, and historical performance data. For example, if analytics show that patients are particularly receptive to preventive care information during longer waits, the system could automatically increase the frequency of such content when wait times exceed certain thresholds. The hospital is also exploring predictive analytics for operational messaging, such as automatically increasing staffing information when census data suggests an upcoming surge in patient volume. Additionally, natural language processing capabilities will be added to interactive kiosks, allowing patients to ask questions verbally rather than navigating touch menus. This will be particularly valuable for users with limited mobility or technology experience. The AI initiatives will be implemented gradually, beginning with content optimization algorithms in the next 18 months, followed by more advanced features as the technology matures.
The hospital plans to deepen the integration between its digital signage network and clinical systems to support better patient care and outcomes. Future enhancements will include integration with the hospital's patient education system, allowing for automated display of condition-specific information in exam rooms based on the patient's diagnosis. Digital displays in treatment areas will be connected to clinical decision support systems, providing physicians and nurses with real-time access to protocols, medication information, and best practice guidelines at the point of care. In surgical waiting areas, displays will provide authorized family members with general progress updates as patients move through pre-op, procedure, and recovery phases, reducing anxiety while maintaining privacy. The hospital is also exploring the use of digital signage in patient rooms to display daily goals, care team information, and scheduled tests or procedures, helping patients become more active participants in their care. These clinical integrations will be implemented in close collaboration with physician leadership and the hospital's quality improvement team to ensure that they support evidence-based care practices and enhance rather than disrupt clinical workflows. The first phase of these enhancements is scheduled to begin within the next 24 months.
Memorial Regional Hospital's implementation of digital signage across its campus demonstrates the transformative potential of this technology in healthcare environments. By replacing static, outdated communication methods with a dynamic, interactive digital network, Memorial Regional has created a more navigable, informative, and less stressful experience for patients while improving operational efficiency and staff communication.
The results speak for themselves: reduced patient stress, improved wayfinding, shorter perceived wait times, and significantly higher satisfaction scores. The system has paid for itself in just 11 months and continues to deliver strong returns on investment through both operational savings and revenue impacts.
Perhaps most importantly, the digital signage network has positioned Memorial Regional for the future of healthcare delivery, where physical and digital experiences blend seamlessly to create more personalized, efficient, and effective patient journeys. As the hospital continues to innovate with mobile integration, artificial intelligence, and deeper clinical connections, the digital signage network will remain at the heart of its strategy to enhance communication, education, and engagement throughout the care experience.
In an era of increasing competition and growing consumer expectations in healthcare, Memorial Regional's digital transformation demonstrates how hospitals can leverage technology to not only improve operational metrics but also deliver on their fundamental mission of providing compassionate, patient-centered care.
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