Waiting room. These words alone may conjure up bleak images, and memories you’d rather forget. To wait, by definition, is to not get what you want. And waiting in a shabby environment with a group of tired people? That’s practically guaranteed to bring down your mood.

But “waiting rooms” - while an undeniable part of the healthcare experience - can be kinder, brighter, and more welcoming than most people imagine. Attending closely to this aspect of your patients’ experience is good for your practice and your brand. And more importantly, it’s good for your patient relationships.

The good news is that you don’t have to hire an architecture firm and remodel the building to make your reception space a better place. You can make a number of small, powerful improvements just by thinking differently and paying close attention to your patients’ experience. In fact, the first change is all in your mind:

1. Don’t call it a waiting room

The language we use has a huge impact on our thinking. So do you really want to build a “wait” into your patient experience?

As Al Turner, DO - a recently-retired Portland osteopath - says in this article, “It is insulting for patients to make an appointment to wait.” He suggests instead using language that sounds inviting, like reception space. You could even try guest lounge.

Whatever term you choose, stick to it and make sure your office staff are consistent. You might find that this affects your approach in subtle, positive ways.

2. Get green

Nearly everyone loves houseplants as décor. But there’s also some evidence that indoor greenery comes with variety of health benefits.

According to the New York Times, one trial showed that that “surgical patients placed in rooms with plants reported less pain, anxiety, stress and fatigue than patients without plants. Over all, they had lower systolic blood pressure, were more satisfied about their rooms and felt more positively toward hospital workers.” Sounds promising for a dentist’s office, doesn’t it?

Caring for plants may seem like a high-maintenance task, but you don’t need to be a professional gardener to make this tip work. Get started by picking up a pothos or a snake plant from your local nursery. They’re both extremely hardy (read: hard to kill), and can flourish in low-light environments. Speaking of...

3. Mind the lighting

Light affects our moods and thoughts. When used strategically, it can make patients feel comfortable and relaxed.

If there are windows in your office, shade them properly to allow in as much natural light as possible while preventing glare. If you’re relying predominantly on artificial light, try to find a good middle ground between “cold” blue-white fluorescents (which can create a sterile, hospital-like atmosphere) and “warm” yellowish lights (which can feel overly-domestic and unprofessional).

There are some cutting-edge products that imitate daylight, but they tend to be expensive or complex. Instead, go with warm-white or full-spectrum bulbs. Finding the right lighting arrangement for your reception space can take a bit of experimentation, but it’s well worth the effort.

4. Go easy on the ears

You won’t find blaring daytime television in hip, recently-designed dentists’ offices - especially those that cater to young people. That’s because most patients bring their own entertainment via mobile phone. And for patients trying to read, work, or just zone out, TV can actually be an unwelcome distraction. So if you do choose to keep a television, consider putting it on mute with closed captions.

Better yet, try playing some good tunes. Jazz, classical, or even light indie rock will work. If you have access to a music streaming service, like Spotify, you’ll find any number of playlists cultivated for relaxation and stress relief. Just make sure it’s ad-free! The extra couple bucks you spend will pay dividends in patient happiness.

5. Free your WiFi

When providers evaluate their office experience, they tend to compare themselves to other providers. But this can be misleading, because patients compare you to every other consumer experience they have. That’s why, as Micah Solomon points out, “it’s time to benchmark healthcare customer service against the best in service-intensive industries.”

That means, if you’re not yet offering free WiFi, it’s time to step up your game. Every decent laundromat or coffeeshop is already there, and most people are used to the amenity. And when patients are free to work or play on their mobile device, the inconvenience of any wait-time will be minimized.

6. Ditch the magazines

Nothing shouts ‘neglected’ like a pile of dog-eared magazines from last year. In fact, even your best efforts to keep magazines neat and up-to-date will probably be an uphill battle - because people generally regard them as disposable, and handle them as such.

The solution here is simple: Invest in some decent coffee table books - think landscapes, animals, and portraits. Books with large, beautiful pictures make it easy for parents to read alongside their young children, and patients will tend to treat books more carefully than they do periodicals. And again, when delays crop up, an engrossed patient is a happier patient. That brings us to our next point...

7. Test drive the furniture

This may seem like a no-brainer, but appropriate seating is a crucial (and often overlooked) part of a welcoming reception space. If you haven’t recently tried out your own furniture, give it a whirl. Is it comfortable? Would you want to spend 15, 20, or 30 minutes in it?

Of course, you should also consider the seating needs of your particular patients. As this fascinating white paper points out, certain patient populations have specific needs. Elderly patients may prefer strong chair arms to brace against when sitting or rising, while children naturally prefer smaller furniture.

Layout matters as well. If your reception area typically accommodates larger groups (e.g. families with multiple children), clustered chairs may be useful. Note that most healthcare designers, like Rosalyn Cama, recommend against arranging seats in rows. This is another area where a little experimentation will go a long way.

The Bottom Line

A friendly and comfortable reception area can do wonders for your practice. It puts patients at ease, and may strengthen your brand and business. But improving your reception space doesn’t mean expending huge amounts of time or energy; it just means seeing the office from your patients’ perspective. With small changes, you can tend to their basic needs, and create a calm, well-lit, welcoming environment.

About NexHealth

NexHealth is a patient relationship management suite for healthcare providers. With seamless, digital technology, NexHealth helps providers - from large medical groups to independent practitioners - improve patient retention, simplify officework, and enhance their brand. To learn more, visit NexHealth.com.