Why you should get creative with the design of your waiting room

When we think of the patient experience, we tend to focus on what happens during the procedure itself. But the time spent waiting significantly shapes how patients feel about their care, making it an essential part of the experience to invest in. Here are three compelling reasons to get creative with your waiting room design, along with actionable steps to get started.

1. Waiting is the hardest part, so make it comfortable

The uncertainty of not knowing what will happen can exacerbate feelings of anxiety, especially if the patient fears that there might be pain, discomfort or judgment to come. A thoughtfully designed waiting room is a way to highlight the competency of the dental practice and thus reassure the patient that they are in good hands. Chief among the designing principles is comfort: it sounds simple, but making the space pleasant to sit in and easy to navigate can go a long way in creating a sense of calm, and reinforcing trust before the appointment even begins.

What can help:

• Comfortable seating: Choose plush chairs with good back support, small sofas, or other comfortable seats to make patients feel more at ease. It evokes a sense of homeliness, and providing varied seating options is a good way to cater to the diverse needs of patients.
• Thoughtful layout: Design the space to cater to your different patient demographics. For example, families with children may benefit from a designated playing area, while elderly or disabled patients may need more space to navigate comfortably.
• Transparency: This can be as simple as clear signage on how to find the bathroom or perhaps a selection of easy-to-read leaflets targeting common questions such as “What to expect from your appointment”. When patients know what to expect and where to go, it reduces uncertainty and fosters a greater sense of control.

2. Clinical designs can bring up bad memories 

Standard clinical décor is often used in an attempt to appear clean and sterile: blue and white colours, hard seating, plain walls... but this approach will often backfire. When a waiting room looks like every other medical practice, it can evoke negative memories, especially in patients with past traumatic experiences.

“Dental offices often look quite similar to each other. So, if something negative happened in one dental office, our brain remembers, and even if we rationally say to ourselves: ‘Nothing is happening, I like this doctor, I know that this doctor is compassionate,’ our brains automatically start the stress response. It is difficult to control.” 

— Psychologist Denisa Moravcik Debrecka

What can help:

• Unique design elements: Incorporate local art, soothing colour palettes, and personalised touches that reflect your practice's identity. Don’t be scared to get creative!
• Natural elements: Adding plants or natural materials can make the space feel more welcoming and less clinical. 
• Warm lighting: Avoid harsh fluorescent lights; instead, use soft, warm lighting that mimics natural daylight to create a relaxing atmosphere.

3. Soothe the senses

Sounds, tastes and smells create strong associations in our minds. That is why some patients have no trouble booking a dental appointment, but start to feel uncomfortable once they find themselves in the waiting room. 

The sounds of dentistry, drilling in particular, and the smell of disinfectant or antiseptics are common sensory stressors. They can remind patients of unpleasant medical experiences from their past.  For this reason, the sensory experience should be a central consideration when designing your waiting area.

What can help:

• Pleasant ambient scents: Studies have shown that using diffusers with calming scents like lavender can help to reduce feelings of anxiety, while at the same time masking clinical smells.
• Sound management: Play pleasant, soothing music in the waiting area to create a calming atmosphere and distract from clinical sounds. 
• Noise control: Implement soundproofing measures to minimise the intrusion of treatment room noises into the waiting area. 

Do you want to make your practice a more supportive place?

The waiting room is a great place to start. By focusing on comfort, personalisation, and sensory management, you can create a supportive environment that enhances the overall perception of your practice.

But there are many other factors to consider, especially if you are looking to improve the patient experience for those who struggle with fear and shame. That is why we have designed a course specifically for dental professionals who want to strengthen their soft skills to provide better support for patients struggling with difficult emotions.

The course is led by psychologist and anxiety specialist Denisa Moravcik Debrecka, and provides:

• Understanding of patient emotions and their impact on behaviour.
• Recognition of common and hidden triggers in your practice.
• Mindful communication techniques to reduce patient anxiety.
• A step-by-step guide to improve the patient experience from pre-appointment to post-procedure.