PERCEIVED QUALITY OF CARE: THE INFLUENCE OF THE WAITING ROOM ENVIRONMENT

The current study investigated the effect of the physical environment of the waiting room on perceptions of the quality of care of the physician. One hundred forty-seven college students and 58 senior citizens viewed 35 slides of physicians' waiting rooms. Using a visual analog scale, participants rated the perceived quality of care and the environment of each waiting room. The primary hypothesis was that perceived quality of care would be greater for waiting rooms that were nicely furnished, well-lighted, contained artwork, and were warm in appearance versus waiting rooms that had outdated furnishings, were dark, contained no artwork or poor quality reproductions, and were cold in appearance. Factor analyses of the care and environment ratings produced factors consistent with the hypothesis. Additionally, waiting rooms judged to be those of female physicians were rated higher on both perceived quality of care and comfort in the environment.