Waiting Room Physical Environment and Outpatient Experience: The Spatial User Experience Model as Analytical Tool

Waiting to receive medical attention is universally present in outpatient health services and, therefore, is a critical experience for service satisfaction. Researchers find that the waiting room physical environment influences users, and it may reduce the adverse effects of waiting. In this study, we used the spatial user experience model (SUE) framework in order to better understand the impact of waiting room features on patient experience. We developed and administered a questionnaire in waiting rooms at two Chilean medical centers. Responses from 563 outpatients and their companions were analyzed through structural equation modeling, concluding that the model is appropriate to describe the SUE in waiting rooms. The dimensions of emotional reaction, spatial appreciation, physical compatibility, and spatial cognition had the most substantial influence on user experience. Furthermore, the user experience showed a strong influence on behavioral intentions desirable by the healthcare industry. Our study provides useful insights to managers and creative teams about the diversity of factors that should be taken into consideration to implement waiting rooms that facilitate positive experiences for patients and visitors.