Redesigning Comfort: Innovations Transforming Patient Care and Dining

Some of Houston Methodist's most rewarding innovations don't involve high tech. They're about making the patient environment feel a little closer to home.

From thoughtful anticipation of needs to personalized dining options, Houston Methodist is making patient comfort the emphasis throughout the system. The idea is to shift the hospital experience from one where patients felt they endured their stay to one where they know they're cared about as people.

"It's all part of an effort to redesign care," says Lindsey Bruchhaus, director of service quality and guest relations at Houston Methodist The Woodlands Hospital. "We live in a world where the ability to customize and personalize is embedded in most things we do. We need to make sure that's people's experience in health care too."

The hope is that the approach will rewrite what it means to heal in a medical setting.

Comfort begins at the door

The emphasis on comfort starts soon after patients are admitted. Houston Methodist staff provide amenities patients typically don't bring with them – lip balm, shampoo, toothpaste. Eye masks are available for those who require complete darkness to sleep, earplugs for those easily kept awake by ambient noise.

Such items are also provided for loved ones if they're staying overnight.

Patients also are afforded some control over the hospital environment. They can adjust room temperature, request warm blankets and even play calming sounds or music through a smart device. The latter is particularly beneficial for dementia patients since familiar music can be grounding in a sometimes-disorienting hospital environment.

Rethinking rest: Redesigning the nighttime routine

Sleep is one of the most underrated aspects of recovery. Yet in hospitals, rest is often disrupted by routine checks, lab draws or hallway noise. Houston Methodist has been intentional about reimagining the night.

"We've been thinking about things we do at night, why do we do them, and how can we not do them between the hours of maybe 11 p.m. to 5 a.m.," Bruchhaus says.

To that end, Houston Methodist has introduced new practices such as moving lab draws later in the morning, consolidating medication schedules and using remote patient monitoring technology to reduce the number of nighttime vital checks. Nurses also receive extra training on anticipating pump alarms so they can intervene before a loud alert disrupts a patient's sleep.

Lighting has been redesigned, too. Overhead hallway lights are dimmed, and staff learn which switches control bright versus softer lights. All these changes, Bruchhaus notes, add up to "better rest and better comfort care for patients."

Technology at the bedside

While patient comfort starts with simple gestures, the latest technology plays an increasingly vital role.

In-room tablets allow instant access to interpreters in multiple languages, including sign language. The system is set up so that one interpreter stays with a patient their entire visit, from pre-op to recovery.

Technology also supports mental and spiritual well-being. The tablets connect patients to the hospital's Center for Performing Arts Medicine website, which offers imagery, drawing, and creative writing tools. Televisions feature a Houston Methodist channel, curated by the hospital's spiritual care team, that provide calming music and visuals.

At Houston Methodist Cypress Hospital, digital whiteboards make communication with patients faster and easier. Patients have access to real-time information about their tests, procedures, medications and the caregivers who were in their room.

And meal ordering through an app on the hospital's electronic health record allows patients to browse menus, customize orders to fit their preferences and schedule meals to be delivered to their rooms.

Personalizing food services

Because nutrition plays a profound role in both healing and comfort, Houston Methodist food services teams approach dining as an extension of care.

Dietary service staff members also partner with dietitians to order patient meals and help personalize the food to their preferences. This program is especially useful when a patient requests food that is not on their "approved" list — the dietary staff can coordinate with the nurse and dietitian to get the food approved or find a similar alternative. In other cases, highly personalized meals are prepared to accommodate a patient's occasionally challenging assortment of allergies.

"We can actually bring them a whole new menu," Bruchhaus says. "Gluten-free, low-sodium, low-carb and other specialized options are readily accessible."

The result is a dining experience that feels more personal and less transactional. Patients also benefit from consistency: The same staff member who takes the order often delivers the meal, providing continuity and familiarity.

The hospital recognizes the importance of family meals as well. Cafeteria hours are extended to align with patient schedules, and families can order meals to the room so they can eat together.

Human touch: Beyond technology

For all the innovations in devices and apps, Bruchhaus stresses that empathy and personal connection remain at the heart of care.

Volunteers bring a "Tea Cart" around the hospital, offering patients and families tea or coffee as a comforting gesture. Spiritual care teams also play a vital role, visiting patients daily and providing resources for prayer, reflection, or simply conversation.

Also at the heart of care: greeting patients with attention to their unique needs, storing preferences for future visits and ensuring that care, comfort and food services adapt to each individual. Bruchhaus stresses that although technology enhances safety, efficiency, and personalization, it cannot replace the warmth of genuine empathy.

"Patients come to a hospital for face-to-face interactions," says Bruchhaus. "Personalization and comfort aren't optional anymore."

This article originally appeared in Innovation Spotlight, a LinkedIn newsletter on how Houston Methodist is leveraging technology to shape a smarter health system.