“Nobody thinks much about the waiting room, including those who sit and wait. But in fact, a waiting room often contains an amazing concentration of the full spectrum of human emotion, ranging from bone-numbing boredom to acute anxiety.” Ian Cameron (2018)

First Impression Matters
What are your expectations when you walk into a healthcare facility? We believe you expect to be confident that you will be in the care of experienced, and, surely these days, hygiene conscious medical practitioners.

We think that first impression matters greatly to people and where healthcare facility is concerned, your patients’ impression will impact on their overall satisfaction of the services rendered by their healthcare providers. One of the ways to retain satisfied patients is by improving the patient’s experience at your healthcare facility.

Sitting and spending a few minutes waiting, often longer, for your medical consultation at any medical practices or hospitals, is ubiquitous in today’s world. Most of the waiting rooms are drab, sparse, unpleasant and anxiety-filled spaces with not much to preoccupy the clients’ minds other than health information charts or posters displayed on the walls.

A pleasant waiting room design that is current with the times will certainly promote a more reassuring, comforting and uplifting environment for both your clients and healthcare professionals. A welcoming waiting room also helps to decrease your clients’ perceived wait time. We had you in mind when we put our heads together and figure out what we can do to give your waiting room a much-needed update.

Our designs of waiting rooms at healthcare facilities focus primarily on these aspects: Décor, Comfort, Sounds, Optimal Room Temperature, Entertainment, Communication and Good Hygiene

Shahnaz Healthcare – waiting area

Interesting Décor

Most of your clients will have to spend their time at the waiting rooms before they are being seen or treated by their healthcare professionals. We suggest that you transform sparse waiting rooms into a pleasant, welcoming space that dazzles your clients. While some clients would prefer to spend their time browsing on their smartphones, there are those who prefer to while away their time by soaking up the atmosphere of their immediate surroundings. Investing on your décor by putting up colourful art prints or painting murals on the walls can stimulate your clients’ minds.  Placing a small aquarium, decorative fountains with cascading water or digital displays with cityscape or oceans scenes can also make heads turn aside from making the clients feel more relaxed.  The right décor composition at your healthcare facility will definitely be an added value.

healthcare waiting area

Prioritizing Comfort

Apart from dynamic, stylish décor, a comfortable and inviting waiting area environment can also enhance your clients’ happiness. Long hospital visits will not be stressful for the clients if you arrange considerate seating for them. Think carefully about how you plan to arrange the seating at your waiting rooms. Always take into account personal space for your clients when you arrange the chairs/sofas/couches at the waiting area. Although social interactions are often promoted, no one would feel comfortable when placed too close to a stranger. Clusters of seats for families or couples create a homier atmosphere for those who come with their partners or family members. However, those who come on their own might welcome singular seats that are set away from three-person or two-person couches.  

The choice of the upholstery for the sofas/couches/chairs that are placed at the waiting area is also important. Stylish and modern seats may look easy on the eyes but they are not necessarily comfortable. Plastic, wooden or steel chairs may make those who have to sit for a long time ill at ease. Always go for sturdy and accommodating furniture with washable and removable chair covers for the chairs/couches. Choose fabric that does not trap heat or stick to the body. Your clients will appreciate your thoughtfulness in ensuring that their waiting time is a bit more leisurely. 

Providing enticing snacks and refreshments is also a good idea to make the waiting rooms at your healthcare facility a more tolerable place. You might want to consider stocking some nutritious snacks that can make a difference to the clients’ waiting time. Good and free tea, coffee, and bottled water will also make them feel more comfortable and less stressed out.

healthcare waiting area

Soothing Sounds 

A little soft, soothing instrumental music can make a quiet wait more passively entertaining. Calming music in the waiting rooms encourages a more relaxing, peaceful environment, sets the tone of the day and provides a more positive experience to your clients and medical practitioners.  

healthcare waiting area

Optimal Room Temperature 

Temperatures in the waiting areas are usually kept low as hospitals have to keep the germs away. However, low temperatures can also stop humans from relaxing. Keeping temperatures at optimal room temperature will keep your clients more comfortable.  

healthcare waiting area

Entertainment for Hospital Patrons

Most hospitals provide enough entertainment for their clients, especially the clients’ children or young clients.  Televisions are often made available in the waiting rooms as they are found to provide distractions to the clients. Children are entertained by the kids’ channel that is on, while the television can help reduce boredom among older clients. The televisions in the waiting areas are inexpensive and can help improve the clients’ time in the hospital.  Keep in mind also that there are clients who prefer a bit of silence. You should ensure that the television does not disturb introverted guests. A separate waiting area with televisions to keep the children or young clients entertained is recommended.  

Coffee-table books about animals, nature or gardening can also appeal to the clients of various ages and gender. Recent or current magazines on latest health trends can also be placed in the waiting rooms. These kinds of reading material can keep the clients updated about current trends in medicine. 

Most of your clients have smartphones or digital devices that provide them with personal entertainment. Providing them with free, high-speed Wi-fi will help them stay connected until their doctor is ready to meet them. Installing portable device charging stations in the waiting areas is always a good idea too as this ensures that the clients are guaranteed to stay charged during their stay at your healthcare facility.

healthcare waiting area

Good Communication

Two of the most cited sources of patient’s dissatisfaction is not knowing the status of their appointment and their wait time. Staying on schedule is one of the best ways to keep your clients happy which in turn motivates them to become returning clients at your healthcare facility. There are several ways that you can employ to reduce their dissatisfaction where time is concerned. Regular communication on any information about a patient’s case will be welcomed by the patients or their family members. Telling the patients, ahead of time when they can expect to be seen by their physician will make the patients less agitated. This can be done by, for instance, by providing an estimate of the wait time when the patients first register at the reception desk or posting the wait time on a digital board at the waiting areas. You can also do this through a patient-mobile app. This way, the patient will be able to pop out or walk around the block when they need to do so without worrying that they might miss out or be late for their appointment.   

healthcare waiting area

Clean Waiting Areas and Bathrooms 

Good hygiene is crucial in any healthcare setting. The spread of infections or viruses will make some of the clients more at risk than others.  Your clients are already tense in a hospital atmosphere and having an unkempt as well as unclean waiting areas will aggravate their perception of the services/treatment that they will get at your healthcare facility. Always make sure that the waiting areas are kept clean all the time. Clean washrooms with quality toilet paper could also improve your client’s experience. Having multiple cleaning schedules throughout the day will ensure that both the waiting rooms and washrooms stay clean the whole time and this will keep you clients satisfied. 

Conclusion

We put a lot of thought in designing comfortable and welcoming waiting rooms at the hospital. We feel that a waiting room’s ambience speaks volume about the health practitioners that work at the healthcare facility. It reflects, in general, the attitude and the habits of the healthcare professionals and healthcare staff at your healthcare facility. At Shahnaz Interiors (M) Sdn. Bhd, we are aware of the need to understand your clients’ experience as well as your healthcare professionals’ comfort. We strive to ensure that their expectations will be met by designing waiting rooms that are warm, practical and functional.