Mayfair Diagnostics: Re-designing the Patient Experience

“This imaging clinic represents a mind-shift in our company, to take the patient-centric approach to everything that we do.”

Jackie McAtee
VP, Brand & Customer Experience
Mayfair Diagnostics

Founded: 1911
Category: Heathcare
Product: Medical imaging services
Key Markets: North America (Canada)

The Need

According to a 2016 GE healthcare study, 81 percent of patients are unsatisfied with their healthcare experience. Translation: we have work to do. Truth is, people don’t tolerate bad experiences. They gravitate towards outstanding ones – whether at a grocery store, the Four Seasons, or the doctor’s office. Whatever the service, people compare their experience across all aspects of their lives. Which is why Mayfair Diagnostics, Canada’s largest medical imaging clinic, wanted to look outside of the healthcare industry for inspiration in designing its new medical imaging facility.

How We Cracked It

Executives, front-desk employees, radiologists, technologists, physicians, hospitality experts, and, of course, patients – all collaborating as equals to design experiences that delight patients, inspire employees, and make sound business sense.

What We Achieved Together

Mayfair Diagnostics opened its new, state-of-the-art medical imaging clinic in the summer of 2016. Down to the tiniest detail, the space reflects the insight, empathy, and innovative thinking gleaned from patients. The result? An outstanding experience turned into a world-class imaging clinic – not the other way around.

Get in touch with our team

Corey Schwartz
Managing Director, Health

Sarah Timmings
Director, Customer Strategy & Experience