Our Insights

Every hospital knows the cost of running a clinic. But how many know the cost of patients getting lost trying to find it? In large, complex hospitals, wayfinding is more than an inconvenience. A patient arrives late, stressed and struggling to focus. A consultation starts behind schedule. Appointment times slip. Staff leave their posts to give directions. Some patients never reach the room in time and are recorded as a non-attendance or sent to rebook. We have coined a term f

A patient arrives at your clinic already unsettled. She is late, flustered and her blood pressure is up. None of it is about her health. She has spent twenty minutes lost in a building she does not know, and she has brought that stress into the room with her. There is no diagnostic code for this and no entry in the textbooks, so we have given it a name: nosodromosia, the anxiety, disorientation and cognitive distress of becoming lost inside a hospital. The word is new. The pr

The generosity crisis is not that people have stopped caring, but that fewer people are taking part in the everyday acts of giving and volunteering that hold communities together. As participation narrows, the burden shifts to a smaller group, weakening trust, belonging, and the civic life that makes us all human.