5. The concept of servicescapes is discussed in this chapter.

Describe why this is so important at Arnold Palmer Hospital, and give examples of its use in layout design. When Orlando’s Arnold Palmer Hospital began plans to create a new 273-bed, 11-story hospital across the street from its existing facility, which was bursting at the seams in terms of capacity, a massive planning process began. The $100 million building, opened in 2006, was long overdue, according to Executive Director Kathy Swanson: “We started Arnold Palmer Hospital in 1989, with a mission to provide quality services for children and women in a comforting, family-friendly environment. Since then we have served well over 1.5 million women and children and now deliver more than 12,000 babies a year. By 2001, we simply ran out of room, and it was time for us to grow.”

The new hospital’s unique, circular pod design provides a maximally efficient layout in all areas of the hospital, creating a patient-centered environment. Servicescape design features include a serene environment created through the use of warm colors, private rooms with pull-down Murphy beds for family members, 14-foot ceilings, and natural lighting with oversized windows in patient rooms. But these radical new features did not come easily. “This pod concept with a central nursing area and pie-shaped rooms resulted from over 1,000 planning meetings of 35 user groups, extensive motion and time studies, and computer simulations of the daily movements of nurses,” says Swanson

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Room Room Room Room Room Room 501 502 503 504 505 506 20 30 40' 50' 60' 70' Distance -Hallway- from 30' 40' 50' Nurses' station Linens Break Medical room Figure 9.21 Traditional Hospital Layout Patient rooms are on two linear Electrical/ mechanical supply room nurses' station (feet) -Hallway- 20' 30' 40' 50' 60' 70' hallways with exterior windows. Supply rooms are on interior corridors. This layout is called a Room 507 Room Room Room 508 509 510 Room Room 511 512 "racetrack" design.