Hospitals can often seem like mazes to navigate. For many people, visiting a hospital is stressful enough—without the added difficulties of finding their way around. To enhance the patient experience, the Montréal West Island CIUSSS Lakeshore General Hospital (LGH) launched a new Virtual Assistant service in fall 2024. This innovative app is designed to make it easier for people to find their way around the hospital.

They can use the app on their computer or mobile device, and touchscreen orientation kiosks are also available at the hospital entrances to make it easy for them to get where they need to go. The app features detailed, interactive maps and 360-degree photos with step-by-step directions to guide users to different departments, care units and other key destinations.

QR codes placed in strategic locations in the hospital also allow users to generate personalized directions from where they are. The app is also linked to the system that’s used to send appointment confirmations by text message or email—so patients and visitors can get directions to where they need to go before they even arrive at the hospital.

Statistics confirm how useful the service is, with an average of 85 unique visitors per day and more than 25,000 uses of the app since it was launched. And because hospital staff spend less time giving directions, they have more time to focus on essential duties. The Virtual Assistant enhances the patient experience and boosts confidence in the healthcare system.

Find out more about the app:

Virtual assistant: https://visitelakeshore.ca/

Promotional video: https://vimeo.com/1010961830/9014c6b6e9? share=copy

Animated promotional video: https://vimeo.com/1009999004/a930e45a23

Lead:
Emmanuelle Legros, Senior Advisor, Major Infrastructure Projects