Costs and Effects of Ineffective Wayfinding in US Hospitals: A Survey of Hospital Staff

Abstract

Purpose: This article assesses the magnitude and impact of wayfinding problems in US hospitals as perceived by staff. Background: Problematic wayfinding in healthcare facilities is a persistent issue, leading to frustration, stress, fatigue, physical aggression, wasted time, and a negative organizational image. Despite anecdotal evidence, few studies have quantified the impacts of wayfinding problems. Methods: This descriptive cross-sectional study used an online questionnaire to gather data from hospital staff in the United States. The questionnaire targeted (1) wayfinding for hospital staff, (2) wayfinding for hospital visitors, (3) the impact of wayfinding problems on staff, and (4) the importance of addressing wayfinding problems. Data from 301 questionnaires were analyzed using descriptive and nonparametric statistics. Results: Staff found it easy to navigate their own departments but more difficult to navigate other departments. Staff's responses indicated that wayfinding was relatively difficult for visitors. Each staff member spent about 30 min per week on helping others with wayfinding. The five locations in which users needed the most assistance were the cafeteria, restrooms, elevators, exits, and main lobby. Staff commonly escorted people to a point from which they could independently reach their destination. Wayfinding difficulties could distract staff from their main duties and cause frustration. Nearly 44% of the participants experienced incivility from users who had become frustrated by wayfinding problems. Participants rated addressing wayfinding problems as very important. Conclusions: Despite the extensive literature on the environmental factors that influence wayfinding, this study finds that hospital visitors in the United States still struggle with wayfinding, which indicates a potential gap between design research and practice.