Creating the Facility Environment Chapter 10 Creating the Facility Environment

The Reception Area Should be a welcoming, warm environment that can make patients feel secure and comfortable

The Reception Area Not a “waiting room” Proper seating placement respects cultural biases Reception area should accommodate: One hour’s patients per provider, or 2.5 seats in reception area for each examination room

The Reception Area (Figures10-2 A & B) (Figure 10-3) If clinic sees children, a safe, clean, colorful children’s area is a must

The Reception Area Windows to garden area or cascading water may be seen in some facilities

The Reception Area Current magazines, plants, perhaps a professionally maintained built-in aquarium helps to set a welcome tone Table with “puzzle in progress,” entertainment center, or juice bar if appropriate (Case Study 10-3)

The Reception Area Possible educational materials Patient information brochures

Office Design and Environment Try to see from patients’ point of view Allow full view of reception area Should empower rather than intimidate patient Provide privacy (Figure 10-4) (HIPAA note in text)

Office Design and Environment Use color to establish inviting environment Add accessories and artwork Consider use of professional designer (Figure 10-4) (HIPAA note in text)

Office Design and Environment Americans with Disabilities Act (ADA) Passed by Congress in 1990 Provides mandate to end discrimination against individuals with disabilities and to bring them into economic and social mainstream of life Establishes accessibility regulations Provides employment protection for persons with disabilities (Figure 10-4) (HIPAA note in text)

Office Design and Environment Americans with Disabilities Act (ADA) Applies to businesses with 15 or more employees States’ restrictions may have stricter legislation Barrier-free environments Consult a professional designer (Figure 10-4) (HIPAA note in text)

Office Design and Environment Americans with Disabilities Act (ADA) Doors and hallways must accommodate wheelchairs Appropriate bathroom facilities must be available Signage in Braille Elevators if more than one level Be alert to less obvious impairments (Figure 10-4) (HIPAA note in text)

Safety Exit signs clearly indicated and easily seen Evacuation procedures defined and practiced Non-slippery floors, handrails in every restroom with a safety cord that can be pulled if a patient needs assistance

Safety Some large facilities have attendants who greet patients and assist with wheelchair ambulation from the car to inside the facility

The Administrative Medical Assistant’s Role Keep a positive attitude Duties will vary Show very ill patients to separate area from rest of patients May have to monitor waiting children and keep reception area tidy Notify patients of delays in scheduling Calm frustrated patients if necessary (HIPAA note in the text) (Critical Thinking Exercise in the text)

Opening the Facility Everything should be in readiness Visual check of each room Comfortable temperature Well-organized Pleasantly illuminated Spotless Equipment ready

Opening the Facility Check answering machine Review and retrieve (if paper charts are used) patient charts for the day

Closing the Facility Check each room Secure all doors and windows Shut down all equipment

Closing the Facility Secure confidential materials and records in locked cabinets Comply with Controlled Substances Act Prepare day’s receipts and bank deposit

Closing the Facility Ready each room and area for next day Consult local law enforcement officers for safety measures Notify answering service that office is closed and where and how to contact medical staff in case of emergency

The Future Environment for Ambulatory Care Patients who are 85 years or older will increase 50% by 2010 Medicare reimbursement will continue to be a struggle The older population will seek medical care close to bus lines and where they can take care of as many medical needs in one place as possible Family members of the elder adult will be involved with their parents’ care

The Future Environment for Ambulatory Care Elder adults’ frustration with medical care can be lessened Provide clear/concise written instructions Create environment allowing ease of movement from one department to another Make certain patients understand prescription instructions and directions Remind patients of when they are to report back to provider for follow-up

The Future Environment for Ambulatory Care AMA predicts increase in online treatment for patients E-prescribing of provider orders will be more popular Electronic medical records will become increasingly popular

The Future Environment for Ambulatory Care Patients are more sophisticated in their information Arrive for appointments with information downloaded from the Internet The goal is continued “partnership” between patients and practitioners