Studies show that the quality of the waiting environment influences perceived care quality. Can positive distractions in waiting areas contribute to environmental attractiveness, through its impact on childrens behavior while waiting for treatment? Positive distractions in the form of artwork, virtual reality, music, etc have been shown to have a positive impact on patients pain perception. Will that hold true for the waiting experience, and hence the perception of care? Six audio-visual distraction conditions were introduced in two clinics at the Childrens Medical Center Dallas using a 32 flat screen TV, including one no-distraction (control) condition. Data on childrens behavior and activities were recorded using a systematic observation protocol. In addition, a questionnaire was administered to the parents to examine whether any impact on children's behavior had a corresponding influence on the waiting experience. Data was collected during December 2008 and January 2009.

It was found that the presence of positive distractions helped focus childrens attention, increased calm behavior and decreased the frequency of fine and gross movement. A comparison of distraction conditions revealed that overall, multi-sensory (distractions with sound) attracted greater attention. However, data suggest that population attribute (ethnicity and/or developmental disability and/or illness type) have direct effect on behavioral outcomes. In other words, specific distraction conditions may have variable influence on behavioral outcomes based on subject attributes.

Parents data show that a number of childrens attention, activities and behavior were associated with their waiting experience. Further, elements of parents waiting experience were associated with their perceived waiting time. Moreover, parents waiting experience was associated with their Exam room experience, perception regarding staff, and overall perception of that visit. Parents assessment of the clinicians and inclination to recommend others to the clinics, among others, were significantly correlated with key elements of the waiting experience.

For hospital administrators and designers, these findings mean a greater focus and closer examination of how the public waiting experience is designed, and what distraction conditions are incorporated in the public areas. A 60-minute presentation will present key study findings and explore implications on design, followed by a 15-minute interactive session where the audience will be encouraged to consider different positive distraction options and the corresponding implications on physical design and procurement and operational costs.