A cluttered environment can affect patient experience

March 13, 2019

On an inpatient unit in a hospital, cluttered equipment gives the impression of chaos, confusion and lack of cleanliness, according to  an article posted on LinkedIn by Iahn Gonsenhauser, chief quality and patient safety officer at The Ohio State University Wexner Medical Center. 

The combination of feelings results in a sense of vulnerability. Equipment not in use should be kept “off stage,” Gonsenhauser wrote.

In a small space, a conversation between a medical assistant and a physician about an upcoming vacation, audible to someone sitting and waiting in an exam room, leaves the impression of lack of priority or lack of professionalism. 

Non-work-related interactions or activities should also be kept off stage so as not to impact customer perceptions adversely.

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Topic Area: Maintenance and Operations


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