Virginia Hospital Center
The Situation
Since 1999, Virginia Hospital Center has been planning and executing a remarkable transformation. In 2004, VHC unveiled its new 530,000 square foot facility. The $150 million upgrade offers VHC patients and their families access to advances in a wide array of medical technologies and service amenities that genuinely redefine the healthcare experience.
The evidence can be seen on a number of fronts: doctors are performing the very latest, most cutting-edge procedures; the institution is taking part in clinical trials that promise amazing medical breakthroughs; its people are trained in the science of customer service by the Ritz Carlton Learning Institute.
One notable exception to VHC’s upgrade was their online presence. Their Web site lacked clarity, organization, and cohesive branding. While the experience was functional, it did not project the image of a progressive institution or convey the sense of “investment” that VHC was clearly making in virtually every facet of its business.
The Solution
Acsys designed an experience that communicates and reinforces the most important and meaningful elements of the VHC brand:
- Advanced medical expertise
- Unparalleled patient and family service
- Coordination of care
- Technological infrastructure
- Overall medical superiority—depth and breadth of capabilities and service
- A trusted resource for managing health and wellness
We designed the site to feel warm, inviting and elegantly simple for visitors. We wanted to give visitors a sense that VHC was a personable and human organization with an authoritative air that communicates confidence and a high level of expertise. At the same time, the design reinforces the notion that VHC is a progressive, technologically advanced institution with cutting edge facilities.
The Results
- The site’s new interface will provide a consistent tangent to VHC’s offline communication and infrastructure efforts.
- Improvements to the experience will give customers a better sense of control in determining their options, empowering them with information they might otherwise not know or understand.
- The updated site will give patients, their families and the community a higher level of confidence in VHC and its service offerings.
- The new site experience will give visitors a genuine sense that VHC is a leader—giving them the peace of mind and confidence that they have made the best decision possible.