How can we improve the quality of a waiting experience in healthcare?
Challenge
As health systems are increasingly overstretched, waiting for health services is inevitable. Discomfort during waiting has been shown to significantly affect people’s overall satisfaction with a health service.
Approach
Contextual design research revealed key physical and emotional factors that drive discomfort during a health care wait.
Outcome
A systemic redesign of the waiting experience - furniture, room layout, services and signage - improves the perception and effectiveness of health care service delivery.
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