Waiting to receive medical attention is universally present in outpatient health services and, therefore, is a critical experience for service satisfaction. Researchers find that the waiting room physical environment influences users, and it may reduce the adverse effects of waiting. In this study, we used the spatial user experience model (SUE) framework in order to better understand the impact of waiting room features on patient experience. We developed and administered a questionnaire in waiting rooms at two Chilean medical centers. Responses from 563 outpatients and their companions were analyzed through structural equation modeling, concluding that the model is appropriate to describe the SUE in waiting rooms. The dimensions of emotional reaction, spatial appreciation, physical compatibility, and spatial cognition had the most substantial influence on user experience. Furthermore, the user experience showed a strong influence on behavioral intentions desirable by the healthcare industry. Our study provides useful insights to managers and creative teams about the diversity of factors that should be taken into consideration to implement waiting rooms that facilitate positive experiences for patients and visitors.

中文翻译：

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候诊室物理环境与门诊体验：作为分析工具的空间用户体验模型

等待接受医疗护理在门诊医疗服务中普遍存在，因此，这是服务满意度的关键体验。研究人员发现候诊室的物理环境会影响用户，它可能会减少候诊的不利影响。在这项研究中，我们使用了空间用户体验模型 (SUE) 框架，以便更好地了解候诊室特征对患者体验的影响。我们在两个智利医疗中心的候诊室制定并管理了一份问卷。通过结构方程模型分析了 563 名门诊患者及其同伴的反应，得出的结论是该模型适合描述候诊室的 SUE。情绪反应、空间欣赏、身体相容性、空间认知对用户体验的影响最大。此外，用户体验对医疗保健行业所期望的行为意图有很大影响。我们的研究为管理人员和创意团队提供了有用的见解，即在实施候诊室以促进患者和访客的积极体验时应考虑的各种因素。