Room with a cue

Inside the patient journey

In its 2018 ‘Health of the Nation’ report, the RACGP noted that a typical GP spends an average of 17
minutes with a patient. Independent research suggests it is less than this – about 14 minutes.

Either way, most patients probably spend more time in the waiting room than they do in their
consultation with a healthcare professional.

Upon opening the front door, a patient will want to feel welcome, comfortable and in control. Left
alone in a waiting room however, the patient starts to take-in their surroundings and begins to pick
up sensory cues, both consciously and unconsciously. Studies have shown that up to 95% of what
influences a consumer’s conscious choice is the unconscious interpretation of these clues.

They look around the waiting room – the layout, their personal space, how clean the waiting room
is, how well maintained it is, the signage, the notice boards, the magazines, temperature, noise,
lighting, how the staff interact with other patients… All the time the sensory cues are helping them
make an assessment of the practice and the quality of their experience.

As researcher Louis Carbone noted, “The tangible attributes of a product or service have far less
influence on consumer preferences than the subconscious sensory and emotional elements derived
from the total experience.”

The power of cues  

In a 2002 study, researchers demonstrated that people rely on cues in the room to form impressions
of occupants. Individuals craft their physical environments to reflect who they are, and observers
draw inferences about the occupants based on what they see.

After a lengthy stay in a waiting room and before any contact with a healthcare professional, a
patient has already formed an impression about their experience and might enter their consultation
with their head firmly in the negative side of the customer experience ledger.

Given the low tolerance that the modern consumer has for a substandard experience and the
willingness to change service providers in search of a better experience, the waiting room represents
a high-risk environment for a healthcare practice, and practices that don’t aggressively manage
every part of the waiting room experience are potentially surrendering patients to practices that do.
For over 30 years, Levitch Design Australia (LDA)a have been crafting custom, timeless practices.
Dedicated to design and construction excellence, LDA incorporates the principles of good design to
deliver beautifully integrated therapeutic environments.

To create your dream practice, call our team on 1300 11 22 11 or email info@levitch.com.au

Plan + Build + Grow.

Very helpful and professional through out the process. The support we received after fit out completion was fantastic, we requested a few minor adjustments after installation and no request was too hard. Excellent communication, would happily recommend to anyone.read more
Excellent attitude and quality service. It is increasingly rare for the leadership/ management team as a whole, of a company, to take personal care and deliver in a timely manner. Everybody is impressively polite, and I have zero hesitation in recommending Levitch Design Australia.read more
Australian Skincare
Australian Skincare
20:11 17 Jul 18
designs are beautiful, talk to Dean Arnot if you want to build with Levitch, he is very quick to respond to your calls and very thoroughread more
Eunice Park
Eunice Park
11:43 13 Nov 17
The entire team at Levitch Design are very professional and easy to work with. I am very pleased with how our dental practice looks. From the start they were informative and always helpful, going out of their way to make sure the final design and plan was what we envisioned. I would highly recommend Levitch Design to anyone !read more
Karan S Baran
Karan S Baran
06:39 27 Oct 17
I engaged Levitch Design Australia for the renovation, rebranding and marketing of my Dental Practice, and from start to finsih I was very impressed with their professionalism. I didn't realise initially that they would be able to oversee all aspects of the project, and having them do this allowed for a seamless integration of the vision across all parties. They were professional, creative, addressed any concern thoroughly and in a timely manner, and were a pleasure to deal with. Since completion, the feedback from patients has been extremely positive, and we have noticed an increase in revenue as a result. I would highly recommend Levitch Design Australia.read more
Alistair Graham
Alistair Graham
06:03 05 Jul 17


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