Counter design influences the privacy of patients in health care

Abstract

A re-furnishing of counter areas in primary health care was used to assess patient privacy and its influences on the nature of conversations in a controlled experiment. Patients in two community-based pharmacies in the Netherlands were assigned to enclosed counters and a queue at distance, or to counters that exposed patients mutually and a closer queue. Patients assigned to counters with reduced sight were more satisfied with the privacy than patients at visually exposed counters. However, in comparison with visually exposed pharmacy counters, conversations of patients at enclosed counters could still be overheard and did not have different conversations to other patients. Architectural design of health-care institutions has potential to positively influence perceived patient privacy in areas in where multiple patient-staff communications routinely occur and where patient privacy is an important issue, but enclosed counters with a queue at distance do not prevent incidental disclosure of individually identifiable health information.