Evaluating the impact of human assistance in wayfinding experience of outpatient visitors in a tertiary healthcare centre

Abstract

Background: Effective wayfinding is essential in large healthcare facilities, where complex layouts, crowded environments, and frequent structural changes often create confusion for first-time visitors. Despite the availability of signage and digital tools, many patients still struggle to navigate outpatient departments efficiently. This study aimed to compare wayfinding experiences among first-time outpatient visitors who received human assistance with those who navigated without such support in a tertiary care teaching hospital.

Methods: An analytical cross-sectional study was conducted across outpatient departments of Gandhi Medical College, Bhopal. A total of 336 first-time visitors were recruited through consecutive sampling. Data were collected using a validated semi-structured questionnaire administered during exit interviews. Participants were categorized based on whether they received human assistance while finding their destination. Descriptive statistics and comparative analyses were performed, followed by multivariate regression to identify factors associated with seeking human assistance.

Results: Among all participants, 69.6 percent relied on human assistance for navigation. Difficulty locating signage, language barriers, and confusion were the most common challenges reported. Participants who took longer than ten minutes to reach their destination were significantly more likely to seek help. Higher educational attainment showed a strong association with requesting assistance, while labourers were less likely to do so compared to salaried individuals. Stress levels also influenced help-seeking behaviour.

Conclusions: The study highlighted the continued importance of human navigators in improving wayfinding in busy hospital settings. Although signage and maps are useful, they often fall short in dynamic environments. Integrating trained personnel into wayfinding systems may enhance patient experience, reduce delays, and support smoother outpatient flow.