Sitting in a hospital waiting room is rarely classified as a desirable way to spend your day. Whether it is anxiously awaiting the results of a medical test, excitedly tapping your foot and eyeing the door to hear news of a newborn relative, or any of the infinite reasons one might find themselves in a waiting room; more often than not, you would rather be anywhere else.
The healthcare industry is forced to grapple with many considerations when creating areas such as waiting rooms or common spaces. These spaces must be functional, sterile, efficient, and safe, which many incorrectly assume leaves little room for creativity and freedom of design.
The truth is, the resulting spaces from this approach of practicality often leave patients feeling anxious and disconnected, focused solely on the idea of “waiting”. Through the utilization of Hospitality Design’s approach to this process, the healthcare industry has the potential to grow these spaces into more than just a place to sit and wait, but a comforting and welcoming space that patients and families will remember after walking out the door.
In recent years, the healthcare industry has seen a shift towards more patient-centered care, leading to a renewed focus on the design of healthcare spaces. Some offices have already embraced this idea and redesigned their spaces with incredible results. “Tend”, a dental clinic in New York City, focused its space on natural light, calming color schemes, and greenery to welcome its patients. “Tia”, a modern OB-GYN clinic, features warm and comfortable seating options for patients as well as a full-service coffee bar and a boutique selling wellness products. Through the adoption of these changes, each practice is able to redesign and rework its space and achieve a level of patient satisfaction that was not possible before.
Storytelling
Storytelling is the baseline practice that is used to start designing any space with Hospitality Design. Not only does it help to generate ideas, but it allows the space to become more than just a space; it becomes an immersive experience that improves patient experience and care team satisfaction. Once designers and providers sort out what the story will be, it is time to decide the nuances of each space.
These choices of design are specific to the goal of each individual practice. Through this approach, every factor is considered to create a personalized environment that is grounded in the idea of welcoming, comfortable, and aesthetically pleasing spaces that prioritize every guest’s experience. The below practices are only some of the many elements that could be integrated into a healthcare setting:
Create a warm and welcoming atmosphere in clinical spaces like waiting rooms and examination rooms. This can be achieved through warm lighting, comfortable seating, and colorful artwork.
Use materials that are durable and easy to clean, while still maintaining the welcoming aesthetic.
Incorporate nature elements such as plants and water features. This helps to generate a calming and healing environment.
Personalize the patient experience by offering amenities and services that go beyond basic medical care, such as a welcoming reception area, personalized care packages, and in-room entertainment options.
Provide clear and easy-to-navigate wayfinding throughout the healthcare facility, including clear signage and intuitive layouts.
Incorporate technology into the design of healthcare spaces to enhance the patient experience, such as offering patient portals and telemedicine options.
Design back-of-house areas, such as staff lounges and breakrooms, to be comfortable and inviting. These spaces will help to reduce stress and improve staff morale.
While these elements are mostly physical modifications that focus on the idea of storytelling, there are several practical elements that can also be changed to further the practice’s redesign. The idea of “moments of delight” is a practice of Hospitality Design that goes above and beyond what is expected. By creating these moments through something as simple as a welcome drink or a personalized note, healthcare providers can make their patients feel special and valued, which will subsequently lead to increased patient satisfaction and loyalty.
Adopting a hospitality-inspired approach to healthcare design allows providers to differentiate themselves from competitors and stand out to patients as they decide where to receive care. Through a variety of physical changes, these areas can be transformed into relaxed and visually appealing spaces that allow providers to attract and retain more patients.
The key to successful healthcare design is like any other design project; approach it with the same level of creativity, imagination, and attention to detail. By redefining healthcare design through the lens of hospitality, these spaces have the potential to be not only functional and safe, but also beautiful, engaging, and inspiring for both patients and care teams.
Hospitality Design brings together a comprehensive approach with a variety of physical elements to create these spaces and provide the best possible experience for every patient walking through the door.
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