{"id":1717,"date":"2010-01-25T13:00:38","date_gmt":"2010-01-25T20:00:38","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=1717"},"modified":"2021-11-14T22:56:53","modified_gmt":"2021-11-15T03:56:53","slug":"staring-at-acoustic-ceiling-tiles","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/staring-at-acoustic-ceiling-tiles\/1717\/","title":{"rendered":"Waiting Room Emergency Department: How to Make Time Go Slower &#8211; Staring at Acoustic Ceiling Tiles"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>There is a Design Thinking opportunity to Emergency Room care.\u00a0 In <a title=\"shmula, emergency room er wait time, design thinking, lean thinking, six sigma\" href=\"https:\/\/staging.opexlearning.com\/resources\/emergency-room-er-wait-times\/1696\/\">my previous post<\/a>, I discussed the time involved in waiting to receive care -queueing properties of ER care.\u00a0 What I didn&#8217;t discuss is the feeling and experience of the patient during care.\u00a0 That&#8217;s the topic for this post today. <strong>PS<\/strong>:\u00a0You can also view all 40+ articles on <a title=\"articles on queueing theory\" href=\"https:\/\/staging.opexlearning.com\/resources\/queueing-theory\/\">Queueing Theory<\/a>.<\/p>\n<p>We know that ER Wait Time is a problem.\u00a0 But, that perspective is based on quantifiable factors, such as time and number of patients waiting.\u00a0 But, there are &#8220;soft&#8221; or qualitative factors that are quite important and need to be addressed when discussing human experience.<\/p>\n<p>This is exactly what IDEO did in a recent Hospital redesign.\u00a0 In their <a title=\"ideo, tim brown, design thinking, queueing, lean thinking, shmula, pete abilla\" href=\"https:\/\/www.strategy-business.com\/article\/09309?tid=27782251&amp;pg=all\" target=\"_blank\" rel=\"noopener\">words<\/a>,<\/p>\n<blockquote><p>One of IDEO&#8217;s designers, Kristian Simsarian, took on the redesign of a hospital emergency room. Kristian checked in as a patient, videotaping every experience \u201d and one of the first things we noticed, watching the tape, was the sheer amount of time he spent lying on his back, waiting on the rolling cot, staring at the acoustic ceiling tiles.\u00a0 The tiles became a symbol of the overall ambiance: a mix of boredom and anxiety from feeling lost, uninformed, and out of control.<\/p>\n<p>We could have responded by saying, Let&#8217;s make the ceiling tiles more colorful or &#8211; \u201d as many hospitals do \u201d &#8211; Let&#8217;s put televisions everywhere to distract people.\u00a0 Instead, we started a series of deliberate discussions about the findings, and those led us to talk about improving the overall approach to ER logistics, so patients were treated less like objects to be positioned and allocated, and more like people in stress and pain.<\/p><\/blockquote>\n<h2><span style=\"color: #000000;\">The Psychology of Queueing<\/span><\/h2>\n<p>We know that the Principles of the Psychology of Queueing (Wait Time Psychology) are the following:<\/p>\n<ol>\n<li>Unoccupied time feels longer than occupied time.<\/li>\n<li>Process-waits feel longer than in-process waits.<\/li>\n<li>Anxiety makes waits seem longer.<\/li>\n<li>Uncertain waits seem longer than known, finite waits.<\/li>\n<li>Unfair waits are longer than equitable waits.<\/li>\n<li>The more valuable the service, the longer the customer is willing to wait.<\/li>\n<li>Solo waits feel longer than group waits.<\/li>\n<\/ol>\n<p>The story above violates almost all of the principles of wait time psychology.\u00a0 But, nevermind that: what speaks even more loudly is the experience the human has while waiting &#8211; <em>they are staring at the ceiling<\/em>.<\/p>\n<p>In the Gemba &#8211; and only in the Gemba &#8211; do we get a sense of empathy that must spur us to action on behalf of the customer.\u00a0 Raw data doesn&#8217;t produce empathy; only human stories and experiences in the Gemba can produce a change of heart.<\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>There is a Design Thinking opportunity to Emergency Room care.\u00a0 In my previous post, I discussed the time involved in waiting to receive care -queueing properties of ER care.\u00a0 What I didn&#8217;t discuss is the feeling and experience of the patient during care.\u00a0 That&#8217;s the topic for this post today. PS:\u00a0You can also view all [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":10947,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[29],"tags":[641,643,642,640],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Waiting Room Emergency Department: How to Slow Time<\/title>\n<meta name=\"description\" content=\"Waiting Room Emergency Department: How to Make Time Go Slower - read about how a group made time go faster by learning what makes it slow\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Waiting Room Emergency Department: How to Slow Time\" \/>\n<meta property=\"og:description\" content=\"Waiting Room Emergency Department: How to Make Time Go Slower - 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