「英中对照」面向"等待心理"的医院候诊空间设计策略

A well-designed waiting room does more than fill time — it eases the patient experience and creates a more functional healthcare environment.设计精良的候诊室不只是用来打发时间——它能舒缓患者体验，营造更高效的医疗环境。

Key Takeaways: 要点摘要： 

• Waiting begins before patients enter the building, so clear, dignified access — from appointment booking and arrival through check-in — can reduce uncertainty. Inside, intuitive circulation, visible destinations and clear queue areas help patients understand where to go. 等候在患者进入大楼之前就开始了，因此清晰、有尊严的就医流程——从预约、到达到登记——可以减少不确定性。在室内，直观的动线、清晰可见的目的地和明确的排队区域有助于患者明白该往哪里走。 
• A mix of individual, semi-private and communal seating lets patients choose how and with whom they wait. Privacy is especially important at check-in and during sensitive conversations, where semi-enclosed registration areas and private rooms can help. 个人、半私密和公共座位的组合让患者可以选择如何等候、与谁一起等候。隐私在登记处和进行敏感谈话时尤为重要，半封闭的登记区和私密房间可以提供帮助。 
• Reduce anxiety with less paging noise, acoustic materials, layered lighting and access to daylight or nature in waiting rooms. The room should feel calm but not so silent that conversations become exposed; thoughtful sound and lighting choices can support comfort and privacy. 通过减少叫号广播噪音、采用吸音材料、分层照明以及让候诊室能接触日光或自然元素来减轻焦虑。房间应让人感到平静，但又不能安静到谈话内容暴露无遗；精心考虑的声学和照明设计可以同时兼顾舒适与隐私。 

Waiting rooms are often among the most heavily used spaces in a healthcare facility, yet they can be challenging to design and manage. They must accommodate fluctuating patient volumes and support staff operations while also accounting for privacy and flexibility.  候诊室往往是医疗机构中使用最频繁的空间之一，但其设计和管理却颇具挑战。它们必须容纳波动变化的患者流量、支持医护人员的运营，同时还要兼顾隐私和灵活性。 

David Maister, renowned author and former Harvard Business School professor who wrote the seminal 1985 essay, "The Psychology of Waiting Lines,” and his research on the psychology of waiting provide an important foundation for considering these spaces. Perceived waiting time can matter as much as actual elapsed time, making the physical environment part of the waiting experience.  著名作家、哈佛商学院前教授 David Maister 撰写了 1985 年那篇开创性文章《排队心理学》（“The Psychology of Waiting Lines”），他对等候心理学的研究为思考这类空间提供了重要基础。感知等候时间可能与实际经过的时间同样重要，这使得物理环境成为等候体验的一部分。 

One of the most important considerations is how easily patients can understand the space when they enter.  最重要的考量之一是患者进入空间时能否轻松理解这个空间。 

"The 'first wait' occurs before a patient even reaches the building," says Rhonda Malone Wyskiel, RN, MSN, EDAC, principal at HCM. "It could be on a phone call waiting for an appointment, in an online queue or in the parking lot. Designing for dignity across the entire experience spans multiple stages and channels, starting from initial appointment access." “‘第一次等候’在患者甚至还没到达大楼之前就已经发生，”HCM 负责人、注册护士 Rhonda Malone Wyskiel（RN、MSN、EDAC）说。“它可能是在打电话预约时的等待、在线排队，或是在停车场里。为整个体验设计有尊严的流程，需要从最初的预约环节开始，跨越多个阶段和渠道。” 

Within the waiting room, circulation should be intuitive. Clear sightlines to check-in and other key destinations can reduce confusion. A setback line, or defined queue zone can communicate where patients should stand without relying entirely on signs.  在候诊室内，动线应当直观。清晰的视线可以直达登记处和其他关键目的地，从而减少困惑。后退线或明确的排队区域可以告知患者应该站在哪里，而不必完全依赖标识。 

Rather than treating the waiting room as one large communal space, facilities can use different types of seating to give the room greater flexibility.  医疗机构不必把候诊室当作一个大的公共空间来处理，而可以使用不同类型的座位，让房间更加灵活。 

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"Having the agency to choose how, where and who they wait with makes a big difference for a patient," Wyskiel says. “让患者能够自主选择如何等候、在哪里等候以及与谁一起等候，这对患者来说意义重大，”Wyskiel 说。 

That can mean incorporating individual seats, semi-private seating and small communal groupings. Different seating choices can also divide a large room into more functional zones. 这意味着可以设置单人座椅、半私密座位和小型公共座位区。不同的座位选择还可以把一个大房间划分成功能更明确的区域。 

"Privacy is usually lost at check-in, triage and name-calling, not in the seating arrangement," Faulkner says. "Semi-enclosed registration pods and a small private room for sensitive conversations do the most work. In the seating area, aim for refuge without isolation: small clusters of seats with varied orientations and partial-height screens that block views at seated eye level while staying open above." “隐私通常是在登记、分诊和点名时丢失的，而不是在座位安排上，”Faulkner 说。“半封闭的登记台和一个用于敏感谈话的小型私密房间作用最大。在等候区，目标是营造庇护感而不造成孤立：将座位分成小组，朝向各不相同，并设置半高屏风，在坐姿视线高度遮挡视线，同时上方保持开放。” 

Noise is another major design consideration.  噪音是另一个重要的设计考量因素。 

"Waits feel longer when we are anxious, and uncontrolled noise and glare raise anxiety," Wyskiel says. "Start by removing noise at the source: replace overhead paging with pagers, text alerts or staff walking to the patient and keep televisions off by default or confined to a captioned zone. Absorb what remains with acoustic ceilings, fabric wall panels and upholstered seating." “当我们焦虑时，等待会感觉更漫长，而不受控制的噪音和眩光会加重焦虑，”Wyskiel说。“从源头消除噪音开始：用呼叫器、短信提醒或工作人员走到患者身边来取代头顶广播，并让电视默认关闭，或将其限制在带字幕的区域。再用吸音天花板、织物墙板和软包座椅吸收残留的噪音。” 

The waiting room should be calm, but not silent. 候诊室应当安静，但不能寂静无声。 

"A room that is too quiet makes every conversation audible, so a low background sound protects privacy while staff speak normally," Wyskiel says. "Separate the places where staff talk with patients from the places where patients wait and add hearing loops at counters for patients who are hard of hearing." “房间过于安静会让每一段对话都清晰可闻，因此低沉的背景音能够在工作人员正常交谈时保护隐私，”Wyskiel说。“将工作人员与患者交谈的区域与患者候诊的区域分开，并在服务台为有听力障碍的患者加装助听感应线圈。” 

Lighting also can substantially influence the character of a waiting room.  照明也会显著影响候诊室的整体氛围。 

"Reduce or replace glaring overhead light with layered, dimmable lighting and daylight or simulated daylight," Wyskiel says.  “用分层的可调光照明以及自然光或模拟自然光来减少或取代刺眼的头顶照明，”Wyskiel说。 

Natural light can also be paired with outside views and other biophilic elements to add a sense of familiarity and calm to the space.  自然光还可以与室外景观及其他亲生物元素相结合，为空间增添熟悉感与宁静感。 

"By approaching waiting rooms with an eye towards emotional well-being, we can reduce suffering before care begins and transform the "in-between" moments of healthcare into integral, healing parts of the patient journey," Wyskiel says.  “以关注情感健康的视角来打造候诊室，我们就能在诊疗开始之前减轻患者的痛苦，并将医疗过程中那些‘过渡’时刻转变为患者就医旅程中不可或缺的治愈环节，”Wyskiel说。 

Elaina Myers is the assistant editor of the facilities market. She has covered various topics from pest management to resilience to sustainability and covers all holidays and special days in the facilities field. She also manages the FacilitiesNet social media accounts.       Elaina Myers是设施领域的助理编辑。她报道过从虫害管理到韧性再到可持续发展等各类主题，并涵盖设施领域的所有节日与特殊日子。她还负责管理FacilitiesNet的社交媒体账号。