Exploring the First Impression Phenomenon and Associations between Hospital Lobby Physical Environment and Patients’ First Impressions

Abstract

Objective: This study aimed to explore the relationship between the physical environment of the hospital lobby and users' first impressions. Additionally, the researcher examined whether five minutes is enough time to form first impressions, as other studies from different disciplines suggested. Background: The first impression influences downstream experiences in building users. Research suggests that the information people gather in the first five minutes of exposure to a target is causally related to their initial impression. In healthcare facilities, physical design plays a crucial role in creating positive first impressions. Methods: The mixed-methods approach was used to test the first impression framework and explore the most important variables affecting users' initial impressions. This approach involved users' first-time site visits for a specific duration, using two different exposure times (five minutes and unlimited time). Half of the users had five minutes and others had unlimited time. After that visit, participants had a follow-up interview and a questionnaire. Results: During the site visit, the researchers found many users perceived the space as a whole (function of the space), some identified elements in the space, and people, including hospital staff and visitors, and some expressed their emotions about it. Importantly, many negative emotions have a huge effect in forming first impressions as users' past experiences may play a role in forming recent impressions. Additionally, expressing positive emotions could be difficult as hospitals are always associated with bad situations. Some had negative feelings during their previous hospital visits, leading them to feel the same and remember their family members' situations. Users who rated their first impressions higher than others indicated that they felt welcomed when the receptionist welcomed them and was willing to help. In contrast, others who rated their first impressions lower said they felt the opposite. Users indicated they have better first impressions if they see inspected features or find something they like. Conclusions: Attributes and elements of the physical environment play a meaningful role in forming these snap impressions and coloring downstream experiences. The findings demonstrated what affects users' first impressions of a hospital and how to enhance their healthcare experience. The finding showed that five minutes is enough for users to judge the space and form their first impressions. Finally, the researcher developed theoretical and practical implications and strategies to improve positive first impressions.