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BY AMBER CLORE
While waiting room décor may not be the main influence for a patient to choose your practice, it will certainly affect their memory and feeling associated with your brand. Loyal patients and customers are the first to appreciate the benefits of a beautiful waiting room that promotes health, wellness and productivity - a human-centric experience. I admit there is no novel idea in creating an attractive space for patients and their caregivers to play the so-called "waiting game," but it seems to be a challenge in healthcare and in most service industries. With a world of technology at our fingertips and the high level of information/data gathering, there is an upward turn to utilizing these concepts in moving toward an emphasis on quality and comfort-ability. As the healthcare industry emphasizes its focus on the patient as a consumer, we are seeing an overhaul to enhance the experience a patient will have. After all, the waiting room is the first opportunity to tell patients who you are and what you will do for them.
Let's take a moment to look at today's waiting room. The waiting spaces are intended to be a place of comfort and information with a seamless healthcare experience. But all too often, we are encountered with uncomfortable seating arrangements, harsh lighting, and little access to knowledge. Unfortunately, healthcare is full of bad design. But with a little forethought and planning, it doesn't have to be. So, how can we make waiting spaces more accommodating? We're focusing on some simple design concepts to help guide the way: Color Scheme, Space Plan, Lighting Control, Furniture, and Signage.
Color Scheme
Starting with my best friend, color. The first thing I notice in a healthcare office is the color scheme, be it pepto-pink or boring beige. Even the perfectly decorated waiting space can be uninviting if the color scheme is off putting. Choosing the correct color for your practice is vital for the feeling you want to portray to your patients. Opt for muted hues of blue, pink, violet, green or gray before letting boring beige in the building. These colors are calm and inviting and will keep your patients relaxed during their "stay."
Space Planning
There is a high level of importance in space planning and way finding being shown in recent behavioral studies. Researchers have been examining the flow of the waiting room experience and have found that patients are left needing more information sources, privacy/personal space and an attention to the family gathering space. Therefore, a waiting space with a few different options and a level of multi-functionalism is key. You can create a more appealing environment with variety of spaces such as, family friendly nooks, areas for television and news watching and specific areas for professionals to plug in their laptops. You can take it a step further by bringing technology to your patients to gather and deliver information. Using tablets provides a "one stop shop" for all the information of your practice at the patients' fingertips.
Lighting Control
This element will make or break the ambiance of a space...any space. Fluorescent lighting makes everyone a little uncomfortable and believe it or not, can lead to complaints about headaches. When there is a choice, natural light is the best light. When natural light is limited or unavailable, you can select natural, muted bulbs that provide a similar type of light you would have in your home. Having the opportunity to create different lighting settings or "moods" throughout the day can enhance the user experience and promote health.
Furniture Selection
Comfort should be the most important aspect when selecting your waiting room furniture. Most people do not like being forced to sit next to a stranger, in a hard chair, with a bad TV blaring HGTV. But be aware that comfort will mean something different for each healthcare practice. When we are designing spaces for people with sensitive backs we would typically use chairs with no cushions, but an OBGYN will require chairs with more cushion and comfort. The furniture in the waiting room should be cohesive and blend together. Mismatched furniture and uninviting seating arrangements are of the past.
Signage
Finally, a good communication plan is vital to keeping your patients informed. The first step is letting them know what to do as soon as they arrive. A helpful "Check in at the front desk" or "Sign In Here" directive will start a relaxed process of navigating your waiting room process.
Let's not forget the power of pampering! Thinking past the complimentary bottle of water, consider your waiting room guests are waiting for a spa appointment. But always remember, design should focus on how to make healthcare spaces more efficient and effective - with an upmost focus on health.
Amber Clore, ASID, is a Florida Registered Interior Designer (#ID6200) and owner of A.Clore Interiors located in downtown Sanford. The firm specializes in designing healthy spaces in Commercial and Residential environments. She is currently the President for the Florida North Chapter of The American Society of Interior Designers. Amber can be reached at amber@acloreinteriors.com or www.acloreinteiors.com
