Waiting in healthcare

Waiting for healthcare refers to any waiting period experienced by a patient before or during medical treatment. Waiting to get an appointment with a physician, staying in a waiting room before an appointment, and being observed during a physician's watchful waiting are different concepts in waiting for healthcare.

When a patient is waiting, their family and friends may also be waiting for an outcome.[1][2] Waiting time influences patient satisfaction.[3][4][5] Patients can spend longer waiting for treatment than actually receiving treatment.[6]

Waiting experience in healthcare can also be influenced by spatial elements within the waiting area. A 2019 report by Qualtrics Healthcare Pain Index finds that across the United States, Canada, Europe, and the Asia Pacific, the single most cited reason that people would refuse to return to a healthcare facility is unpleasant waiting rooms.[7] In 2022, an article explored the use of architectural mapping in surgical waiting rooms and mentioned these spaces having the ability to exacerbate feelings of anxiety and can influence increase or decrease trust among patients for their healthcare providers.[8]

Some experts have suggested that patient waiting rooms in hospitals be integrated with the other rooms providing patient care so that information updates can come freely to anyone waiting.[9] Time in the waiting room has been used to experiment with giving patient health education.[10]

In the recent Coronavirus pandemic, CBC News, a Canadian broadcasting network reported Ontario emergency rooms having increased 42% of wait time compared to April 2021.[11] Coupled with people having symptoms of the virus together with other patients already compromised health, the limited space not only possibly affected other individuals within the area but may have also amplified their feelings of anxiety.

There are studies that have analyzed how waiting room design can affect people’s waiting experience. A research published in 2021 by Matthew Lamb purported that waiting rooms are an under-examined component of patient healthcare. Similarly, Lamb also claims that although waiting rooms fulfill their function, there is less consideration on how its design affect the betterment or the deterioration of patient health—most specifically stress responses that patients get as they go through the process of care in healthcare facilities.[12] Lamb had discussed that spaces that are crowded and difficult to navigate can influence people’s ability to feel comfortable of relaxed. He purposes that effective wayfinding creates a clear picture and understanding of an existing place prompting a desired goal for users in a quick and effortless way.[12] It is how design can make the space efficient to navigate and use which can lessen confusion and frustration that also links to feelings of stress.

In 2014 the Patient-Centered Outcomes Research Institute began funding a study for improving the waiting room experience.[13]

Patients who are waiting for surgery depend on the availability of the operating theater, and if any patient getting treatment in that room takes longer than scheduled, all patients who are waiting to be next must wait beyond their appointed time.[14] It can be difficult to maximize efficient use of the operating room when unexpected delays can happen and lead to patients waiting.[14]