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Assessment of Waiting-Time Experience Through Healthcare Space Design

Abstract

Waiting is a common part of healthcare delivery, and the physical environment in which patients wait can significantly influence their overall experience of care. Long or uncertain waiting periods may generate discomfort, anxiety, frustration, and dissatisfaction, particularly when waiting areas are crowded, poorly ventilated, noisy, or visually unpleasant. Healthcare space design can help moderate these experiences by providing comfortable, understandable, and supportive environments that respond to the physical and psychological needs of patients and accompanying persons. This study assesses the relationship between healthcare space design and patients' waiting-time experience. It examines spatial factors such as seating arrangement, waiting-area size, circulation, privacy, lighting, ventilation, acoustics, colour, visual access, and connection to outdoor spaces. The study considers how these design characteristics influence perceptions of waiting duration, comfort, stress, satisfaction, and overall healthcare experience. It also examines whether well-designed spaces can improve users' perception of waiting even when actual waiting periods remain unchanged. The organization of waiting spaces can influence how patients perceive and experience time. Adequate seating, appropriate spacing, clear circulation routes, and logical separation of different user groups can reduce overcrowding and improve comfort. The visibility of reception points, service areas, and information displays can also reduce uncertainty by helping users understand the progress of their visit. Conversely, confusing layouts, limited seating, congestion, and inadequate spatial organization may make waiting periods feel longer and more stressful. Environmental conditions are also important in shaping the quality of waiting experiences. Natural daylight, adequate ventilation, thermal comfort, appropriate artificial lighting, acoustic control, and pleasant views can contribute to a more supportive waiting environment. The incorporation of vegetation, artwork, natural materials, and views of landscaped areas may provide visual distraction and contribute to psychological comfort. These features should be integrated with practical requirements such as infection control, accessibility, cleaning, and efficient healthcare operations. The study further considers the importance of privacy, accessibility, and user diversity in healthcare waiting spaces. Patients may have different physical conditions, ages, cultural expectations, and emotional needs, requiring flexible and inclusive spatial arrangements. Areas for wheelchair users, elderly patients, children, and people requiring additional assistance should be appropriately integrated into the overall waiting environment. Privacy can also be improved through appropriate seating orientation, spatial zoning, and separation where sensitive consultations or patient-related activities occur. The study aims to evaluate how healthcare space design influences patients' waiting-time experience and identify architectural strategies that can improve comfort, satisfaction, and perceived control during periods of waiting. It is expected to contribute to a better understanding of how spatial organization, environmental quality, visual connection, seating, privacy, accessibility, and information provision can influence perceptions of waiting. The findings can provide useful guidance for architects, healthcare planners, facility managers, and designers seeking to create healthcare environments that make waiting periods more comfortable, supportive, and patient-centred.

Keywords: Waiting-time experience, Healthcare space design, Patient experience, Waiting areas, Healthcare architecture, Patient satisfaction, Environmental comfort, Spatial organization, Seating design, Privacy, Wayfinding, Accessibility, Healing environments, Patient-centred design.