Waiting Room Design: Setting the tone for a hospital/clinic visit – Part 2

By Debra Eilering

Continuing our discussion of clinic design, the reception and check-in areas are usually the first place patients have face-to-face interaction with staff. It is critical to make these areas welcoming and as comfortable as possible. The design provides an opportunity to project a positive impression. Key design features to consider: Wayfinding Reception and check-in areas should be easy to find, for everyone. Dropped soffits, custom-designed reception desks, contrasting finishes, and changes in the color, texture or pattern of floor, wall or ceiling finishes help direct patients. Clear signage integrated with overall facility signage helps patients avoid confusion and reduces stress. There are few things more stressful than visiting a hospital. Comfort Designing HVAC systems that maintain indoor environmental comfort in the reception area is especially challenging. Mechanical engineers must consider the qualities of interior spaces, the orientation of a clinic’s entry and the characteristics of the building envelope to size, configure, and locate heating, cooling, and ventilation. Privacy Receptionists often exchange confidential information. Strategies for preserving patient privacy include positioning waiting room seating away from the reception desks, ensuring staff computers face away from the waiting areas, physically separating the reception from the waiting room, using sound-masking systems, and locating staff telephones in a sound-proof office. Personal touch Technology has not eliminated the need for a receptionist or greeter, although many companies feel that it does. Clinic staff is typically still needed to answer questions, provide directions, or assist patients with electronic data entry. Since some patients prefer the human touch and some are not comfortable with technology, clinics should have at least one staff member stationed in the reception area. Of course that is just a recommendation. Future-casting In the future, the integration of communication technology will continue to influence the design of clinics. In fact, as electronic notepads become more affordable, clinics may be handing them to patients to input their data rather than the usual clipboard and pen now used. Or patients may register by swiping a card that carries their digital health history and insurance information. We need to be on target with tailoring design features to accommodate these new technologies. As designers, it is our responsibility to be the innovators and help keep the client competitive. References: http://www.modernmedicine.com/modernmedicine/article/articleDetail.jsp?id=111587 http://www.somethingforkids.com/ http://www.fastcodesign.com/1664797/six-ways-to-improve-doctors-waiting-rooms http://www.the-waiting-room.com/ http://www.fiercehealthcare.com/story/three-ways-improve-patients-experiences-waiting-room-design/2011-05-31 http://www.youtube.com/watch?v=3e2urSZUorc http://www.news.ku.edu/2011/october/4//designaward.shtml