One of the issues related to pharmacies is the waiting area and waiting time. Interestingly, this is a problem that many designers overlook. People often only consider circulation flow or service methods within a pharmacy. But in reality, when does a person typically visit a pharmacy? Most of the time, it’s when:
they are in the most pain, after their doctor has examined them and they come to pick up their medications, or when they are with a patient and waiting for them to bring the medicines.
Overall, this waiting time can be very exhausting. How can this problem be addressed? Additionally, during pharmacy design, most of the space is allocated to storage and shelving—areas for pharmacy staff—leaving limited space for customers, with walls often filled with glass or advertising.
Stay with us as we explore how to create a better waiting experience in pharmacies.
Improving the Waiting Experience in Pharmacies Through Human-Centered Design
The issue of waiting in pharmacies goes beyond mere circulation flow and service delivery. Customers are usually in one of their most sensitive moments—when they are ill, in pain, or worried about loved ones. If this experience is accompanied by poor design, limited spaces, and heavy visual advertising, it can double their stress levels.
To solve this problem, pharmacy design must evolve from a purely functional environment to a calming, experience-oriented space. Key strategies include:
1. Designing a calming and functional waiting environment
Comfortable seating: Ergonomic, armrest-equipped chairs allow patients and the elderly to rest while waiting. Many pharmacies only offer a few plastic chairs or standing in line.
Proper lighting: Cold, harsh lighting—especially at night—can be stressful. Using warmer, adjustable lights (particularly in the evening) creates a better experience.
Calm background sounds: Playing soft music, nature sounds, or controlled silence (reducing loud announcements and sudden noises) helps patients relax.
2. Optimizing service methods and reducing wait times
Digital appointment systems: Instead of long queues, patients receive a digital number and see scheduled times on displays, reducing confusion and stress caused by lack of clarity about wait times.
Online medication pre-ordering: Allowing patients to place orders before arriving means they only come to pick up their medicines, decreasing in-person wait times.
Express pickup areas: For common medications and repeat prescriptions, design a separate section that eliminates the need to stand in the main queue.
3. Redefining space segmentation: Balancing customer and staff areas
Redesign customer areas: Instead of dedicating most space to shelves and storage, priority should be given to customer comfort. Seating areas, wider pathways, and self-service stations (such as electronic prescription check-in devices) should be incorporated into the design.
Reducing excessive visual advertising: Many pharmacies fill their walls with drug ads, which can cause confusion and increase anxiety—especially among worried patients. Using walls with soft colors and a few relevant posters (like useful medical information) creates a better experience.
4. Creating an environment that provides patients with a sense of calm and control
Private consultation areas: Some patients need confidential explanations about their medications. Having a small space for private consultations increases customer satisfaction.
Incorporating nature into interior design: Elements like plants, natural wood, and large windows reduce stress and make waiting more pleasant.
Easy access to information: Displays showing the progress of prescription preparation transparently reduce concerns about possible delays.
5. The psychological impact of nature in healthcare environments
Scientific studies show that viewing images of nature can lower blood pressure, reduce stress, and increase feelings of comfort. This effect is especially important for patients undergoing treatment or waiting for medication. Some impactful examples include:
A study at Lansing University Hospital (USA) found that displaying images of forests, waterfalls, and oceans in waiting rooms reduced patient stress by up to 30%.
In Denmark, a chain pharmacy reported a 45% increase in customer satisfaction after installing panoramic nature images on waiting area walls.
In Switzerland, some pharmacies use Impressionist-style paintings (like Monet’s works) in waiting spaces. Patients report that these artworks create a more pleasant atmosphere compared to sterile, white environments. We have prepared another article for those interested in purchasing artwork for waiting areas.
In Tokyo, a pharmacy transformed its walls into a small digital art gallery, where patients can enjoy calming moving artworks while waiting.
What types of images are suitable for pharmacies?
- Calming landscapes such as the sea, forests, mountains, and natural gardens
- High-depth-of-field photographs that enhance the sense of space and visual breathing room
- Images with soft colors (blue, green, beige) that have a calming effect, unlike bright advertising colors
Summary
Traditional pharmacies are often tense, crowded, and unstimulating environments. The strategies outlined above can transform a pharmacy from a purely service-oriented space into a hygienic, human-centered environment. Paying attention to patient needs, reducing visual clutter, designing comfortable seating, optimizing appointment systems, and incorporating natural elements can significantly reduce stress for visitors.