Dr Apratim Goel, a visionary in the dermatology field, recently unveiled her new clinic in Khar, Mumbai. Beyond its state-of-the-art medical equipment, this new clinic stands out because of how beautifully Dr Apratim has decorated its interiors. In her quest to design a space that goes beyond the traditional clinic, she tried to weave the essence of patient care into every corner. Reflecting on her approach, she emphasises, “I wanted to create an experience, not just a treatment.” Excerpts from her interview:
What specific elements in the new clinic design do you feel contribute most significantly to enhancing patient comfort and trust?
I started off using a bright colour because we always wanted that colour to become our identity. In Cutis, turquoise has been my colour all through, but I have come to believe that it’s like Kingfisher Airways.
Initially, we liked those red girls, red aircraft, red seats, and red tickets, but then, one may agree, that red started becoming irritable. Since the question specifically asks what to keep in mind to enhance patient comfort and trust, I suggest it should involve soothing and pleasing colours.
I purposely kept my new clinic in Khar, Mumbai completely white, without using a dash of turquoise colour there. Because, when a patient is going to be there for hours, they should feel at home.
Of course, I wanted to keep it soothing, but the clinic can further enhance by adding some colors in the form of paintings or sculptures. But basically, what is soothing is light colours. Not so blaring lights.
All our lights emit diffused, soothing light. The elements that one has to take care of are the colour. Next, there should be soft music. It is like a five-star lobby, dimly lit, with soft music.
One can also consider placing some floor lamps to give it a more nice, soothing feel. And apart from that, the place must smell awesome. These are a few of the elements that I have taken care of in my clinics.
You recently launched your clinic in Khar West, Mumbai, and you personally participated in designing your new clinic’s interiors. What motivated you to take on this task?
I have involved interior designers before, but I found that at a certain point, we start having disagreements. My priority lies in space conservation. While I comprehend my clients’ needs, my interior designer does not share the same understanding. For them, it is just one project.
After dealing with and disagreeing with many interior designers, this time I decided to take it on entirely on my own. I had a very good worker, Brijesh, whom I would like to mention. He is down-to-earth, follows my orders, has his opinions, but importantly, he listens, and that is crucial.
Even for other doctors reading this interview, having someone who listens and understands is valuable. We have had three clinics by now, he knows all my other clinics and understands the kind of clientele we have.
If someone is considerate, it is good to have an interior designer; otherwise, you can always design it yourself. Of course, it took up a lot of my time, was exhausting, and we made a fair share of mistakes.
However, I am still happy. Now that the project is completed and our clinic has received so much praise that Aesthetic Medicine India is writing about it, I am super happy. I did not want to spend a lot by having an interior designer who might not listen to me. So, I decided to take charge of this project entirely.
I chose the colours myself, and it was exhausting. For example, with the wallpaper, we bought pink basins, but when we installed it, we did not like it. We removed it, and got seven white basins.
There are many such things we took care of. Now, when I step into the clinic, it feels so personal because I have been through every brick and every little inch of it.
How did your involvement in the design process align with your vision for patient care and experience at your new clinic?
I have been setting up clinics for ages now. And this time, my goal was to offer my patients an experience, not just treatment. I aimed for more spacious rooms, music throughout, soothing colours, and light, silver-toned wallpapers.
Since I was involved in the design, I could pinpoint the locations for the highlight walls. And how the rooms would be set up. I know the steps involved in the facials we do, so I allocate the lighting accordingly.
For massages, there is a dim, gentle light to maintain a calm ambience. During the extraction process, we use a stronger headlight. This knowledge helped align the clinic’s design with the treatment procedures.
Additionally, we deliberately placed the waiting area away from the treatment rooms. To ensure that the guests’ voices waiting there do not disturb ongoing treatments. We have to keep in mind that it needs to be a patient-centric place.
For the complete interview, where Dr Apratim speaks more about how the new clinic design positively influenced patient feedback and here advise to fellow practitioners contemplating clinic design or renovations: CLICK HERE