The benefits of music in hospital waiting rooms.

This study investigated the impact of music on visitors in a hospital surgery/intensive care unit waiting room. The researchers controlled the presence/absence of music in the waiting area. Visitors' stress levels and perceptions of customer service were assessed through a questionnaire handed out by hospital volunteers. Results indicated that music reduced self-reported stress levels and that visitor stress levels were inversely related to perceptions of customer service. The implications of these findings for supervisors and other health care personnel are discussed.