Designing For Silence: Why The Wait Is Healthcare’s Blind Spot

When we hear, “Go ahead and have a seat — you’ll be called back shortly,” we all know what that really means. You sit in a row of stiff chairs, surrounded by outdated magazines, TV you’re not watching and the buzz of other people’s conversations. For patients, this isn’t just waiting —it’s a moment of anxiety, discomfort or even fear. Yet healthcare continues to treat waiting as passive time instead of a critical part of the care journey. 

As an experience designer, I’ve learned that experience is never just about the moment care begins. It’s about the sum of all the interactions, big and small, that shape how people feel in a space. So why do we design waiting areas in ways that make people feel forgotten?

Why the waiting experience matters 

In their book Choice Matters: How Healthcare Consumers Make Decisions, Gordon Moore et al. argues that healthcare choices don’t happen in a vacuum — they unfold across moments of vulnerability and trust. People don’t just react to facts, they respond to how those facts feel. A sterile waiting room tells patients they’re just another name on a chart. A thoughtful, calm space sends a different signal: you matter.   

A 2023 hospital outpatient study found that actual wait time doesn’t drive satisfaction — perception does. When people feel the wait is fair or expected, satisfaction improves. That means design, communication and sensory cues can reshape the perceived waiting experience — even if the clock doesn’t move. 

What airport lounges get right  

Healthcare should take a cue from airport lounges — spaces designed to support people during unavoidable waits. Lounges recognize that waiting isn’t one-size-fits-all. They offer choice and autonomy: quiet corners for rest, work pods for productivity, family zones and refreshments. 

One of my favorite examples is the new Chase Sapphire Lounge at LGA — where lighting, acoustics and seating are carefully considered to help travelers feel relaxed and cared for. No one celebrates a delayed flight, but a well-designed airport lounge can soften the blow, turning frustration into something almost enjoyable.

The stakes in healthcare are even higher than in travel. Patients can arrive sick, vulnerable, overwhelmed and anxious. Like lounges, healthcare spaces should meet people where they are emotionally, mentally and physically. 

Applying these lessons to healthcare

If lounges can elevate a stressful travel day, why can’t healthcare environments do the same during an anxiety-inducing appointment? We can start by borrowing the same mindset: that people waiting need different things. 

An adult waiting for test results may need privacy, not distraction. A parent with a sick child (or a sick parent with a child) might need a quieter corner. A daughter taking time off work to accompany her mother may need a place to plug in and regroup. Designing zones that acknowledge these emotional and practical differences isn’t just hospitality, it’s part of the care. 

Again, perception shapes satisfaction. What people feel—about their environment, control, trust — all shapes how they experience care. When people feel ignored or unseen in a waiting room, it creates emotional friction before the appointment even starts. 

But we can start making change with small, intentional steps. Better lighting. More comfortable, flexible seating. Zones that accommodate privacy, quiet or focus. Digital tools like wait-time trackers, mobile check-ins or text updates can give patients autonomy and clarity. Even subtle touches — soothing visuals, wellness content, ambient sound or neutral smells — can shift how people feel in the environment. 

These aren’t just features or amenities. They’re trust-building tools. 

Reclaiming the waiting experience 

Waiting doesn’t have to feel like lost time. It can be reframed as a meaningful part of the care experience. One that says, “we see you, and we’re here for you.” These are the moments that matter to build trust before any word is spoken to a clinician. 

As experienced designers, we know the smallest interactions can often carry the heaviest emotional weight. When we apply that lens to the waiting experience, we don’t just improve a space — we humanize it. 

At a time when so much in healthcare feels beyond the patient’s control, waiting spaces are one place we can reclaim with empathy, intention and design that reflects what people truly need.

Photo: izusek, Getty Images

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