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Roomfor Improvement yoUr WAitinG rooM AccoMMoDAtes pAtients — BUt Does it AttrAct, enGAGe AnD eDUcAte tHeM, As Well? by Jonelle todd W HEN WAS THE last time you looked at your waiting room from a patient's perspective? A patient's experience in this room not only sets the tone for the office visit to follow; it can also impact how the patient perceives your skills and those of your staff. Waiting room or Worrying room? A st udy conduc ted by Cor nel l University's Department of Design and Environmental Analysis prov ides some insight into the psychology of waiting. In any situation, waiting can make people tense and restless. The stale magazines, insipid art, inflexible furniture and lack of privacy found in many waiting rooms add discomfor t a nd boredom to the mix. A sterile, noisy environment increases feelings of uncertainty and even anger. When combined with apprehension about a medical diagnosis, test result or procedure, waiting can quickly turn into a stressful ordeal. Create a Healing Environment When designed to address and overcome these psychological factors, a waiting room not only helps patients pass the time, but also puts them in a healthy frame of mind. + Positive distractions help divert patients' minds from worrisome thoughts and enhance their moods. Visual stimulation can take the form of interesting patterns in floor coverings and upholstery fabrics, artwork or a mural, or a well-kept aquarium. A television tuned to neutral programming, such as a nature documentary, provides a relaxing focal point as well as a source of soothing ambient sound. + Queue management systems such as QLess or Patient Q take uncertainty out of the equation by showing a patient's position in line and estimated time left to wait, so patients can stay informed without feeling rooted to the spot. + Flexible seating helps patients feel a greater sense of control and privacy. Areas dedicated to conversation allow patients to break the silence that some find oppressive without intruding on those who prefer quiet. Movable furniture lets patients create their own spots to wait, either alone or with a group. There's an App for That Some of the biggest innovations transforming the waiting room experience are small enough to hold in your hand — tablet-based software. Waiting room is a free application designed to streamline the check-in process by letting patients complete data and consent forms electronically. SNaP Practice software also collects patient data for population of your practice's electronic health record (EHR) or practice management software. Then, SNAP Practice provides health and wellness information geared to the patient's age or medical condition. PatientPad is a device preloaded with software that integrates with EHR systems and includes a Webbased patient portal. It also provides a customizable platform to educate patients about your practice's services while they wait, through interactive brochures, photos, videos and even testimonials from other patients. ■ NovEmBEr /dECEmBEr ■ mdNEWS.Com ■ MD News Cleveland/Akron/Canton | 39