Confusing Terminology and Patient Wayfinding

Confusing terminology is one of the reasons why people get lost in hospitals (Mollerup, 2009).

We can solve this by labeling indoor locations with a numeric or alphanumeric code. This has many other advantages, but it also addresses the issue of confusing names effectively. Some may argue that this approach seems impersonal. However, the names of medical specialties can make people nervous and anxious, and the information overload at choice points, leads to people getting lost much more quickly. That's what's truly impersonal!

Particularly in the Netherlands and Belgium, you see references using route numbers. From an information design perspective, it's very wise to label destinations numerically. However, why the word '𝗿𝗼𝘂𝘁𝗲' is chosen remains a mystery to me.

By labeling numerically, you reduce complexity. By adding the term '𝗿𝗼𝘂𝘁𝗲,' you introduce confusion. This suggests that the 𝘱𝘢𝘵𝘩 to be followed is labeled with a number, but it's actually the 𝘥𝘦𝘴𝘵𝘪𝘯𝘢𝘵𝘪𝘰𝘯 that's labeled.

Imagine you need to go from the main entrance to the check-in of maxillofacial surgery, and you have to follow route 35. Which route should you take if you are referred from the ENT clinic to maxillofacial surgery? 🤔