Wartezeiten

Course of action

In contrast to information-based waiting management, we here undertake a holistic intervention taking into account visual, acoustic, tactile and olfactory elements. Based on findings from the sociology of time and assumptions on the impact of “healing arts”, we first make baseline measurements in a waiting room at the public authorities and at a hospital. We then investigate the effects of a week-long observation-based spatial intervention in comparison to a transformation of the space that is an “invitation to act”. The evaluation uses data from interviews and observations as well as measurements of medical stress factors and indoor climate parameters. The reduction of waiting stress is of considerable significance in terms of quality management.