Week 13: Insights from Questionnaire

It is clear that everyone who has attended an urgent care clinic felt frustrated, bored or impatient during their experience as well as the majority being in pain.
– From reading: Waiting is an anguishing doubt and uncertainty that is isolating, distressing and frustrating.” (qtd. in Bournes and Mitchell 58).

“What is the most most important part of a waiting room experience
for you as a patient?”
One participant responded “being reassured that I will be seen and am not forgotten”. I was surprised to see so many responses saying that reassurance was crucial. – From reading: A patient’s ‘anxiety’ level is much higher while waiting to be attended to than it is whilst being served. Sitting in the waiting room can evoke a fear of ‘being forgotten’.

From the analysis, it is clear that the majority of participants in the survey who have attended an urgent care clinic felt the most uncertain about the length of wait and how long they could be waiting than any other factor – From reading: The most profound source of anxiety in waiting is how long the wait will be. 

The experiment also shows patterns and commonalities of areas that could be improved in an urgent care waiting room. This included the comfort of seats, entertainment options and smiles upon arrival. 

I also found that the majority of participants in the survey found blue to be the most calming colour. This confirms my secondary research that blue is the most calming. Some say this is because it reminds them of nature, the sky and the sea. Blue evokes feelings of calmness and serenity. It is often described as peaceful, tranquil, secure, and orderly. Blue can project an image of security, it is favoured by many people and is often viewed as a non-threatening colour that can seem conservative and traditional, giving patients the security and willingness to trust. These findings commonalities can inform the visual approach of the developmental designs I could create to help contribute to solving this issue.

WHAT are the gaps in your understanding of design issue/topic? other knowledge/technically/theoretically/contextually?
Something I didn’t expect from my questionnaire was the high level of people that felt concerned in waiting rooms because of the way they may look or how others may respond to their state. Others were also uncertain because of the environment itself and the possibility of being exposed to other peoples germs. One participant was uncertain saying “it makes me nervous not knowing who’s infectious vs just hurt”.

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