Typically, we do visioning sessions where we bring imagery and get feedback from the stakeholders. But here, we didn’t see the normal level of engagement and realized the participants weren’t connecting with the content we were sharing; we learned that by leading with imagery developed by our design team, we were inadvertently bringing bias into the process and, as a result, potentially narrowing the range of design possibilities. So we adapted our approach. We asked people in the community — including actual patients and their families — to search for imagery that spoke to them and put those up on the wall. Then community members led major portions of the sessions (which were held in historically significant venues in the neighbourhood) while we listened. They really drove the conversation on what was important to them and what kind of spaces they wanted to see, such as places to connect, access to greenery and no bare walls — essentially, an empowering and uplifting space for the patients.

The clients really wanted to reflect the vibrancy of their community. We addressed this through colour, material, and more than 20 unique commissioned works of art. We worked with local artists to create murals that represent ideas about health, wellness and community as well as depict the diverse abilities and medical needs of the community members within. We were intentional about creating places where people could engage with the art, such as walls in key waiting areas, but also in the exam rooms themselves. Oftentimes the art is used as a distraction mechanism so, for instance, in the dental operatories the art is along the whole back wall and on the ceiling and the dentists use it to help distract the patients while they’re getting procedures done.

Founded on the belief that trust in relationships leads to healing, the clinic prioritizes relationship- based care in its design. The community wanted a clinic that felt familiar, safe and welcoming. To translate these values into the design, we devised a central, collaborative gathering space called the Town Square. One of the clinic’s most innovative features, it prioritizes the unique cultural aspects of visiting the doctor by rethinking a conventional planning approach, connecting patients, families and staff in one place. Rather than separating patients from providers to increase efficiency — as is typical in a traditional layout — the design makes everyone visible to each other to build trust and transparency. It allows patients and their loved ones to forge relationships with their care team, while simultaneously providing inspiration for kids by showcasing relatable healthcare career possibilities.

All the exam rooms are organized around this open Town Square workspace and grouped into neighbourhoods that kind of break down the scale of the space. In those groupings there are these “front porch” alcoves that have additional seating for family members of the patient. Oftentimes patients come in with one symptom but the more the caregivers engage with the patients, they realize there’s quite a few other underlying issues. So, we devised integrated exam rooms that are larger and flexible to support other needs as they arise. The goal is to connect the patient with the services in the room and have the services and care providers come to them rather than send them to another place.

The community asked that the clinic be not just a place for healing, but for it to become a safe home away from home for patients and a nurturing workplace for the caregivers. Respite booths and a designated 1⁄8-mile pathway support staff restoration and walking conversations. In addition, the project’s homelike front porches outside of exam rooms with reclaimed wood panelling provide comforting niches to host not just patients but also clinicians and care- givers as they connect with families, colleagues and visitors. Dedicated amenities for staff include a lounge with expansive operable windows and a large communal kitchen, as well as shower facilities and private spaces for quiet and meditation.