Have you ever sat in a crowded waiting room, wondering if you might catch a cold—or worse—from the person next to you? Or perhaps you’ve felt the anxiety of waiting for test results, surrounded by uncomfortable chairs and the constant beeps of medical devices in an impersonal, sterile environment? You’re not alone.

As healthcare professionals and interior designers, we’ve all encountered patients in these exact scenarios—waiting in healthcare facilities where time seems to stretch on endlessly. But what if the waiting experience could be transformed through thoughtful design? Recently, our Healthcare team, in collaboration with Steelcase Health, invited healthcare facility designers and planners to rethink how we approach waiting spaces, based on insights from Steelcase’s latest research into the patient waiting experience.

Key Expectations from Patient Feedback

Through interviews with 135 patients across seven regions in the U.S., we uncovered several critical expectations for healthcare waiting areas. A common theme was the desire for more space to minimize exposure to illness, especially in crowded rooms. Patients also expressed a need for a more welcoming, comfortable environment that doesn’t feel sterile. They want seating that encourages relaxation and promotes well-being.

Given the stress and uncertainty often tied to healthcare visits, calming environments can significantly ease anxiety. In today’s digital world, patients expect access to power outlets and reliable Wi-Fi to stay connected or productive while they wait. Acoustic privacy is also paramount—patients value spaces where conversations remain confidential. And with diverse patient populations, varied seating options that accommodate different body types and physical needs are essential.

5 Design Principles for Enhancing the Waiting Experience

Steelcase Health has developed five key design principles to help healthcare facilities improve waiting spaces based on patient feedback. These principles not only address comfort and convenience but also aim to foster a healing, productive, and positive experience for all individuals in the space.

• Design for Physical and Psychological Comfort
  Create spaces that support both well-being and safety. The environment should foster healing while encouraging positive human interactions, providing patients with a sense of calm and comfort.
• Design for Productive Waiting
  Waiting doesn’t have to mean inactivity. Design spaces that allow patients to remain engaged, whether through access to digital resources, reading materials, or opportunities to be productive while waiting.

• Design for an Intuitive Patient Experience
  Guide patients seamlessly through their journey with clear, consistent signage and digital cues. An intuitive layout reduces confusion, making the entire experience more pleasant and efficient.
• Design for Flexibility
  Spaces should be adaptable to accommodate diverse needs. This includes flexible space and furniture options that can be easily rearranged to meet the needs of patients, caregivers, and staff.
• Design for Durability and Sustainability
  Choose high-quality, durable materials that not only create functional spaces but also stand the test of time. Sustainable design choices reflect the long-term investment in both the environment and patient care.

Creating a Better Waiting Experience

The waiting experience in healthcare facilities doesn’t have to be a source of stress. By understanding patient frustrations and applying these design principles, we can create spaces that are not only functional but also patient-centric and purpose-driven. Thoughtful design can transform an uncomfortable, stressful experience into one that feels safe, welcoming, and productive.

Ready to take the next step in enhancing your healthcare facility’s waiting spaces? Contact our Healthcare Team to discover more solutions that can elevate the patient experience.