Ancillary Services Strategy

6-10-2023

JC Williams Group (JCWG) selected to develop strategy for ancillary services in the new hospital

When it comes to planning a hospital, Lisa Hutcheson says, "We get to do the fun stuff!"

As a Managing Partner at JC Williams, Hutcheson will oversee the development of an ancillary services strategy recommending the types of ancillary services offered in the New Windsor/Essex Acute Care Hospital, where they should be located within the facility, and how to make them easily accessible to everyone in a facility so large it is often referred to as "mega."

It's like planning a small community according to Hutcheson. "If you add up the patients, staff, and visitors at any given time, you have the population of a small town. We look at how to best provide amenities to support everyone's unique needs and enhance the 'quality of life' in the hospital community."

JCWG was selected through a competitive process to develop the ancillary services strategy. As part of the process, the Canadian ancillary services consulting team will examine current ancillary services offerings at both Windsor Regional Hospital campuses, including food, pharmacy, gift shop, and vendors. Members will also consider what is available in the area surrounding the new hospital, speak with users, and conduct a market scan to identify emerging trends and innovative approaches used in other hospitals and across the ancillary services sector.

The ancillary services experts bring a wealth of experience to the project having worked with more than 15 Ontario hospitals and health networks, including Sick Kids and Oakville Trafalgar Memorial, but Hutcheson says every single one of them is unique.

"There is no cookie cutter; it's not a one-size-fits-all approach. It's really catering to the needs and wants of the Windsor-Essex community and aligning them with the organization's values."

Over the next several months, JCWG will conduct focus groups and surveys, inviting users including staff, volunteers, patients, and community members to share what types of ancillary services they would like to see in the new facility.

"It's really important for us to think about how ancillary services can enhance the experience for everyone in the hospital," says Hutcheson.

For example, a strategically placed ancillary services pharmacy can eliminate the need for patients to make an additional stop for medication after being discharged, seeing a familiar coffee or food brand can reduce stress among anxious hospital visitors, and having easily accessible food options allows those visiting sick patients to step away from the bedside, without worrying they will be gone too long.

For staff, the right strategy can enhance work-life balance by offering needed services, supporting overall wellness with nutritious food options, and increasing downtime.

"Staff have a limited break time; we look at how to create an atmosphere that they feel they are getting a real break and not just spending all of their time searching for food or waiting in line."

That could mean examining the use of digital channels and apps to allow advanced ordering.

The 2022 Together We Build Community Engagement Campaign to solicit community input on the design of the New Windsor/ Essex Acute Care Hospital, identified convenient access to healthy and affordable food and beverage options, 24/7 as a top priority.

While it is difficult for service providers to keep kitchens open around the clock with limited demand, Hutcheson says there are "cool vending machines" that can be considered offering everything from hot pizza to fresh-baked cupcakes.

"It's not just the candy bars and soda vending of the past."

Maximizing the ancillary services potential is essential, as revenue will contribute to the local share of the cost for furniture, equipment and other items in the new facility.

A final report recommending the amount, type and location of ancillary services space in the new hospital is expected in early 2024 and will help inform the final hospital design.