Healthcare Design - December 2016 - 17

3/6

CRAFTING A BETTER
WA I T I N G R O O M
EXPERIENCE
"GETTING RID OF waiting is proving to be more

difficult than expected," said Mary Lindeman,
health and wellness studio manager at CDH Partners
Inc., during the HCD Expo session "The Art of Waiting." "I think we can turn it on its head and make it an
asset."
Lindeman and CDH colleagues Erin West, health
and wellness studio partner, and Libby Laguta, principal, set out to better understand how people wait
and find ways to improve the experience by conducting a direct observational study of waiting rooms in
four different settings: a family practice, specialty
practice, urgent care, and emergency department.
The speakers showed time-lapse mapping of each
layout and discussed how different seating arrangements, including sociopetal (seating facing into
a group) and sociofungal (seating arranged to promote seclusion by facing outward), influenced seat
utilization.
They also shared a few observations and design recommendations based on their findings, including:
* During the 10-day study, researchers noted that the
majority of people wanted a view of the door to the
exam area or the reception desk to "see where the
information is coming from." Additionally, the team
said that people tended to prefer a sociofungal format, with seating clusters that allowed for greater
seclusion and privacy, and often left a buffer chair
between themselves and another person, both of
which can influence room size and the number of
waiting room seats a facility needs.
* In the emergency department waiting room, patients in wheelchairs increased the occupancy of the
70-seat room by 15 percent. Therefore, it's important for design teams to provide adequate space for
these patients, including flexible layouts that allow
them to sit next to family members or companions.
* Despite the presence of multiple televisions, magazines, and overhead music, most people chose their
cell phones as their preferred distraction device,
making the location of outlets and charging stations
a key design detail.
* A majority of patients didn't arrive alone, especially in the afternoon. Additionally, Laguta noted,
companions didn't always join patients in the exam
room, which means facilities need to account for
more people taking up seats and for longer periods
of time. Furthermore, they said the high volume of
family or friends accompanying patients on these
visits means that the waiting room isn't going away
any time soon.-AD

DECEMBER 2016

17


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Healthcare Design - December 2016

Table of Contents for the Digital Edition of Healthcare Design - December 2016

HEALTHCARE DESIGN - DECEMBER 2016
CONTENTS
EDITORIAL
SHOW TALK
PHOTO TOUR
BIG IDEAS
A SOUND PLAN
PROCESS IMPROVEMENT DATA TRANSMISSON
PRODUCT SPOTLIGHT ACOUSTICS
THE CENTER
SPECIAL SUPPLEMENT
FACE TIME
Healthcare Design - December 2016 - HEALTHCARE DESIGN - DECEMBER 2016
Healthcare Design - December 2016 - Cover2
Healthcare Design - December 2016 - 1
Healthcare Design - December 2016 - 2
Healthcare Design - December 2016 - CONTENTS
Healthcare Design - December 2016 - 4
Healthcare Design - December 2016 - 5
Healthcare Design - December 2016 - 6
Healthcare Design - December 2016 - EDITORIAL
Healthcare Design - December 2016 - SHOW TALK
Healthcare Design - December 2016 - 9
Healthcare Design - December 2016 - PHOTO TOUR
Healthcare Design - December 2016 - 11
Healthcare Design - December 2016 - 12
Healthcare Design - December 2016 - 13
Healthcare Design - December 2016 - 14
Healthcare Design - December 2016 - BIG IDEAS
Healthcare Design - December 2016 - 16
Healthcare Design - December 2016 - 17
Healthcare Design - December 2016 - 18
Healthcare Design - December 2016 - 19
Healthcare Design - December 2016 - 20
Healthcare Design - December 2016 - 21
Healthcare Design - December 2016 - 22
Healthcare Design - December 2016 - 23
Healthcare Design - December 2016 - A SOUND PLAN
Healthcare Design - December 2016 - 25
Healthcare Design - December 2016 - 26
Healthcare Design - December 2016 - 27
Healthcare Design - December 2016 - 28
Healthcare Design - December 2016 - 29
Healthcare Design - December 2016 - 30
Healthcare Design - December 2016 - PROCESS IMPROVEMENT DATA TRANSMISSON
Healthcare Design - December 2016 - 32
Healthcare Design - December 2016 - PRODUCT SPOTLIGHT ACOUSTICS
Healthcare Design - December 2016 - 34
Healthcare Design - December 2016 - THE CENTER
Healthcare Design - December 2016 - 36
Healthcare Design - December 2016 - SPECIAL SUPPLEMENT
Healthcare Design - December 2016 - 38
Healthcare Design - December 2016 - 39
Healthcare Design - December 2016 - 40
Healthcare Design - December 2016 - 41
Healthcare Design - December 2016 - 42
Healthcare Design - December 2016 - 43
Healthcare Design - December 2016 - 44
Healthcare Design - December 2016 - 45
Healthcare Design - December 2016 - 46
Healthcare Design - December 2016 - 47
Healthcare Design - December 2016 - FACE TIME
Healthcare Design - December 2016 - Cover3
Healthcare Design - December 2016 - Cover4
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