Using Architectural Mapping to Understand Behavior and Space Utilization in a Surgical Waiting Room of a Safety Net Hospital

Elizabeth N. Liao (), Lara Z. Chehab, Michelle Ossmann, Benjamin Alpers, Devika Patel and Amanda Sammann
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Elizabeth N. Liao: Division of General Surgery, Department of General Surgery, University of California (San Francisco), San Francisco, CA 94143, USA
Lara Z. Chehab: Division of General Surgery, Department of General Surgery, University of California (San Francisco), San Francisco, CA 94143, USA
Michelle Ossmann: Global Research & Insights, MillerKnoll, Zeeland, MI 49464, USA
Benjamin Alpers: Division of General Surgery, Department of General Surgery, University of California (San Francisco), San Francisco, CA 94143, USA
Devika Patel: Division of General Surgery, Department of General Surgery, University of California (San Francisco), San Francisco, CA 94143, USA
Amanda Sammann: Division of General Surgery, Department of General Surgery, University of California (San Francisco), San Francisco, CA 94143, USA

IJERPH, 2022, vol. 19, issue 21, 1-13

Abstract: Objective: To use architectural mapping to understand how patients and families utilize the waiting space at an outpatient surgery clinic in a safety-net hospital. Background: The waiting period is an important component of patient experience and satisfaction. Studies have found that patients value privacy, information transparency and comfort. However, approaches common in the architecture field have rarely been used to investigate interactions between patients and the built environment in a safety-net healthcare setting. Methods: This was a prospective observational study in a general surgery outpatient clinic at a safety-net hospital and level 1 trauma center. We used a web-based application generated from the design and architecture industry, to quantitatively track waiting space utilization over 2 months. Results: A total of 728 observations were recorded across 5 variables: time, location, chair selection, person/object, and activity. There were 536 (74%) observations involving people and 179 (25%) involving personal items. People most frequently occupied chairs facing the door (43%, n = 211), and least frequently occupied seats in the hallway (5%, n = 23), regardless of the time of their appointment ( p -value = 0.92). Most common activities included interacting with personal phone, gazing into space, and talking face to face. Thirteen percent of people brought mobility devices, and 64% of objects were placed on an adjacent chair, indicating the desire for increased personal space. Conclusion: Architectural behavioral mapping is an effective information gathering tool to help design waiting space improvement in the safety-net healthcare setting.

Keywords: heat mapping; waiting experience; patient behavior; design; healthcare (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2022
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