Case Study:
Reimagining the Patient Journey at Good Samaritan University Hospital
June 8, 2026
Good Samaritan University Hospital undertook a comprehensive renovation of its Emergency Department (ED) to transition from a legacy layout to a modern, high-functioning Level 1 trauma center and the only Pediatric Trauma Center on the south shore of Long Island, NY. The hospital leadership team and the Department of Emergency Medicine, led by Dr. Christopher Raio, prioritized patient experience, clinical efficiency, and future-proof design, resulting in a significantly improved experience for both patients and the Emergency Medicine clinical staff.
The Challenge: Solving Legacy “Pain Points”
The primary drivers for the renovation were rooted in the limitations of the previous facility and physical plant. The old layout struggled with:
- Privacy & Environment” Lack of adequate patient privacy and a suboptimal healing atmosphere.
- Operational Friction: An antiquated design and layout that did not align with modern clinical workflows.
The Design Philosophy: Mapping the Journey
To bridge the gap between a high-volume trauma center’s functional need and the aesthetic goals of a university hospital, the team utilized Patient Journey Mapping.
- Efficiency Over Aesthetics: Every step, from entry to exit, was analyzed to eliminate waste.
- Provider-Driven Advocacy: Dr. Raio and the entire clinical team served as the bridge between the clinical staff and architectural designers, ensuring all elements were vetted by those providing care and other end users.
- The “Clean Slate” Approach: A core tenet of the project was avoiding the “design trap” of replicating old processes in a new space. Instead, the team designed for the future of Emergency Medicine on the south shore of Long Island.
Dr. Raio (second from right) with GSHU Emergency Physicians
Operational Results & Key Wins
The renovation introduced a specialized “Pod” system that categorized care by patient needs, leading to several operational breakthroughs.
Strategic Pod Integration: The most significant “win” was the successful implementation of dedicated zones:
- Trauma
- Adult Main
- Behavioral Health
- Supertrack
- Pediatrics
- Results Lounge
Enhanced Team-Based Care: The physical environment now facilitates a more collaborative approach to patient care. By placing physicians and nurses in close proximity within these pods, the department has seen:
- Increased alignment on clinical care plans
- Improved transparency for patients regarding their treatment.
- Improved patient experience data.
Measurable Impact: While various hospital metrics are tracked, the most direct correlation to the new facility has been the significant jump in Patient Experience (PX) scores. While these improvements are being viewed with caution as the new pavilion only opened on 12/13/25, the GSUH Emergency Medicine team is confident the gains will be long-term.
The ECP Collaborative Advantage:
This renovation serves as a blueprint for success that can be scaled across the broader Emergency Care Partners (ECP) network. One of the distinct advantages of the ECP partnership is the ability for member hospitals to tap into the expertise of top-tier EM leaders like Dr. Raio. As other facilities within the network face their own modernization challenges, they have direct access to first-hand experience in navigating the complexities of health care design, ensuring that ECP-affiliated emergency departments remain at the forefront of clinical innovation and operational excellence.
Leadership Insights: Advice for Medical Directors
Dr. Raio highlights one critical piece of advice for those embarking on similar renovations:
“Do not base any of the design on how you ‘used to’ do things. You must come to the table with a clean slate and design the department for the future of care in your community. This often requires a lot of change with regard to process, workflow, and staffing.”
Innovation is Better When it’s Shared. Discover how the ECP partnership brings world-class clinical leadership to emergency departments nationwide.
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