Every day, a team of expert doctors and nurses at Essentia Health’s Fargo OBGYN clinic seek to provide comfort, knowledge, and quality care. But according to Operations Manager Sara Lingwall, the clinic’s physical space has not always reflected the commitment of its providers.
With identical hard, sterile seats arranged in neat rows, Lingwall says the clinic’s waiting room felt more like an airport terminal than a place of refuge.
“It wasn’t welcoming. It wasn’t inviting,” Lingwall said. “We want to make sure that the entire patient experience aligns with Essentia’s mission, and at the time our clinic just didn’t align with our values.”
In 2019, Lingwall and her team decided it was time for a change. In order to provide a truly patient-centric experience, Essentia Health asked patients to provide feedback on the changes they would like to see within the clinic. Ideas ranged from integrating a variety of comfortable seating options to adding a complimentary coffee bar.