The Princess Margaret Hospital (PMH), one of the world's leading cancer research hospitals, found itself in an enviable yet challenging situation. The hospital had received a major financial gift to redesign its systemic therapy (chemotherapy daycare and transfusion) facilities. These facilities were both over capacity and in need of improvement, both functionally and aesthetically. PMH's vision was to create a new space and experience that was truly patient centric and world class. To do so, they required a better understanding of what patients experience and what matters most to them. There was universal recognition that achieving this goal would require new thinking and innovative methods.
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