With a rapidly changing healthcare environment, healthcare systems need to deliver a quality and satisfying patient experience while also taking care of physicians and care team members. To gain better insights into these challenges, the Gensler Research Institute conducted the Outpatient Experience Index (OPExI), a research survey that identifies key drivers shaping the patient journey. Aspect Health and Montefiore partnered with Gensler to apply OPExI insights to a new healthcare development focused on equity, enhancing the patient journey, and creating a supportive work environment for care providers.

Gensler designed the Montefiore Einstein Comprehensive Orthopedic and Spine Center using OPExI insights and research conducted in collaboration with Aspect Health surveying 1,400 patients from nine orthopedic outpatient facilities and 75 diverse care team members to explore how design can influence patient and care team experiences. The result is a new care model that delivers a seamless, patient-centered experience while integrating hospitality principles to enhance comfort and care. Thoughtful design elements, including a welcoming double-height lobby, nature-inspired motifs, and illuminated MRI ceilings, create a calming, empowering environment.

Montefiore transformed their care model with a research-driven, multidisciplinary care center that expands their vision of “healthcare hospitality” to meet evolving patient needs. This innovative approach optimizes patient flow, minimizes wait times, and balances operational demands to support both patients and providers. By prioritizing patient autonomy and caregiver well-being, the model enhances overall efficiency, reduces burnout, and sets a new benchmark for outpatient care.