CHECK IN : REGISTRATION / WAITING

The check-in process and experience in the waiting room often define the patient's perceived waiting time and overall satisfaction with their visit. The appearance of the waiting area also influences patients’ perceptions of care and perceptions of wait times.

Upon arrival at the clinic, on average, patients wait 24 minutes at doctor’s office and 23 minutes for outpatient care – wait times are longer on weekends versus weekdays. A significant variation in satisfaction levels and wait times is based on type of procedure (x-ray versus chemotherapy) and type of care provider (physician versus physician assistant).

Spatial definition of the waiting areas is another key feature that determines not only identifiable areas for navigation and way-finding, but proximity to other functions such as adjacent circulation paths that may be distracting in a negative manner.

While efforts to reduce waiting time are important, waiting areas are also opportunities for activities that could distract patients and reduce their anxiety as they wait. These efforts might include providing play areas and play equipment for children, or enabling waiting patients to view televisions or browse the internet.


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