Study of the Physical Environment of Waiting Areas and Its Effects on Patient Satisfaction, Experience, Perceived Waiting Time, and Behavior in China

Abstract

Objectives: This study examines the physical environment in the outpatient waiting area and its effects on overall satisfaction, experience, perceived waiting time, and behavior. Background: Waiting can be a frustrating experience for patients. Previous studies on waiting areas in hospitals have been rooted mainly in the Western cultural context, and research focusing on the impact of the physical environment on the waiting experience with the denser patient concentration in China is important. Methods: Physical environment measurements, observations, and questionnaire surveys were employed. Results: The actual lighting intensity and sound level did not meet the national standards. Sound level and satisfaction with the size of the waiting area, signage system, and visual art on the wall were significant predictors ( R 2 = .463, p = .000) for overall satisfaction. Experiences related to the size of the waiting area, seating, signage system, and restrooms were significant predictors ( R 2 = .373, p = .000) of overall waiting experience. The experience related to the acoustic environment (β = −.184, p = .006) had a significant relationship with perceived waiting time. The increase in participants’ behaviors of looking out of a window and the decrease in looking at other people, looking around, dozing, and looking at a wall might result from a substantial increase in lighting and the availability of a nature view from the window. Conclusions: The effect of the physical setting of waiting areas may positively impact patient satisfaction, waiting experience, perceived waiting time, and behavior, which has implications for patient-centered design.

What Do Pregnant Women Experiencing Intimate Partner Violence Expect of Their Health Providers and Hospital Systems?

“…Patient satisfaction, waiting experience, and perceived waiting time may be in uenced by the physical setting of waiting areas (Xuan, Li, Chen, Cao, & Feng, 2021). Some participants in this study expressed dissatisfaction with the waiting areas with concerns around issues such as seating, lighting, and some support for those with toddlers.…”

“…Some participants in this study expressed dissatisfaction with the waiting areas with concerns around issues such as seating, lighting, and some support for those with toddlers. Studies have identi ed various positive attributes of hospital waiting areas favoured by patients such as transparent spaces with natural views (Jiang et al, 2017), low noise levels, appropriate light intensity, natural views from windows, visual arts on walls, seating, room size, signage, and rest rooms (Xuan et al, 2021).…”

Evidence-Based Design for Waiting Space Environment of Pediatric Clinics—Three Hospitals in Shenzhen as Case Studies

“…2 of 17 (1) Functional layout A large and spacious waiting room may increase patients' perceptions of care quality and comfort, as well as their overall satisfaction [5]. Conversely, a crowded waiting room can increase patients' annoyance and degree of pain [6].…”

“…In terms of decorations, the presence of artwork can enhance the overall satisfaction of patients through its impact on their mood, stress, comfort and expectations [18]. In addition, soothing music can reduce the stress associated with waiting and improve the overall waiting experience for patients [5].…”

“…The literature [5,33] has demonstrated the effectiveness of evidence-based design as a scientific method of studying medical buildings. However, most recent research [17,19,36] has focused on emergency departments, nursing units, functional spaces and natural landscapes, rather than waiting spaces.…”