Creating the Facility Environment ICS 120 Chapter 10

The Environment of the Medical Office Contributes to the patient’s well-being as much as the attention given by the physician and medical staff. Patient comfort must be considered as should the functionality of the office. Take into consideration: colors, light, furniture, seating, décor, etc.

The Reception Area Is just that – a place of reception; should not be considered a waiting room. Should make the patient feel welcome, secure and comfortable. Have proper seating placements (2.5 seats) in waiting room for each exam room.

The Reception Area Cont’d Provide a children’s area Patient educational brochures Current Magazines Trash receptacle Tissues Nature

Office Design and Environment Look at things from patient’s point of view Make certain exam rooms are not frightening Be alert to odors Provide privacy/confidentiality Allow patient to be empowered Always knock before entering exam room Take care in choosing colors/art

Americans with Disabilities Act Accessibility, or making facilities and equipment available to all users, is a major consideration when creating the health care environment. Passed by Congress in 1990 Provides employment protection ADA applies to businesses with fifteen or more employees.

The Receptionist’s Role Must always keep a positive “We can help you” attitude. Must genuinely like people even when they are angry, depressed, worried. Sets the social climate for the interchange between the patient and the physician. Those who are considerably upset, show to an exam room.

The Receptionists Role Bring very ill patients to separate area from rest of patients Notify patients tactfully if physician falls behind schedule at a minimum of 20 minutes; suggest alternative of making other arrangement(s).

Opening the Facility You should arrive at least 20 minutes before the first patient to make visual check of each room. Visual check of each room: Comfortable temperature Well-organized Spotless Equipment Ready

Opening the Facility Check answering machine Transfer phones from answering service or voicemail to reception Pull patient charts for the day if not already done the night before

Closing the Facility Check each room Secure all doors and windows Lock up necessary materials/documents/drugs (Controlled Substance Act & HIPAA) Ready each room and area for next day Prepare charts & encounter forms for next day

Closing the Facility Notify answering service or transfer phones to voicemail **Ensure voicemail / answering service directs patients in case of emergency** Make sure answering service is aware of physician “on-call”.