One-Stop-Shop Healthcare Retail is Focus of new Construction
November 18th, 2010

A conversation with Chris Viviano, Senior Project manager, of Northstar Management Co.

Describe your position, role, and involvement with retail at Mercy Health System and the Clayton Clarkson Building.

My position is to serve as Project Manager for the planning, design, and construction department for Sisters of Mercy Health System. I oversee planning, design, construction occupancy, equipment, and installation for various projects. I was the overall project manager for the Clayton Clarkson facility as well.

Describe the store; square footage, primary concept, and opening date.

The primary concept of this space (about 600 square feet) was all about specialty healthcare retail, where the products in the store are recommended by physicians to support their specific patient populations. It is very detailed and specific to the clinical needs of their patients. It is a one-stop shop for healthcare products so our patients can get everything they need. There are products that can’t necessarily be found in the local community retail stores.

What are some 'facility challenges' when implementing retail in a healthcare setting?

Healthcare facility team members are not as familiar with healthcare retail solutions.

What surprised you the most about the process?

I was very pleased with the knowledge that was brought to the table by Simply Retail and Touchpoint. They made very good recommendations on products, display and how to really maximize a small space. What key players, from an architect/facility stand point, need to be highly involved in the retail opening process?

We needed to include the Building Executive, marketing group, myself, architects and other facility members. The Store Manager took ownership, and lead, on opening the store including cash wrap, product ordering, receiving product, and merchandising about 4 to 6 weeks before store open. It would have been helpful for that store manager to be involved in the entire process from the beginning (planning, design, merchandising, opening).

What advice can you give other facilities management members within hospitals who are thinking about doing retail?

Define what you want the ultimate goal for the shop to be. Identify and define the goals of the retail space. Meet the patient expectations. Make it a one-stop shop that is easy. You have to think differently than the clinical space of the hospital. Always think about who the space will serve

Does the final design of the store fit within your Health System environment?

The retail fits within the building design well. I think it is too soon to determine how it fits with the overall health system. It is different than what we have presently. The store front and location really stand out and the finishes really blend well with the overall design of the new facility.

Did you feel that your design intent was met?

I think it met and exceeded our expectations.

What is the future of retail for Sisters of Mercy Health System?

It is in the plan. I don’t know about long term goals. The Wellness Shoppe is our example of what to do/not to do in the future. It will be studied and we will use this store as a template as we move forward.