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

The Brief:

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.

Our Approach:

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.

The Impact:

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.