1. Creating the Facility Environment
Chapter 10
Creating the Facility Environment

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

3. 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

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

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

6. 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)

7. The Reception Area Possible educational materials
Patient information brochures

8. 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)

9. 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)

10. 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)

11. 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)

12. 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)

13. 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

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

15. 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)

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

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

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

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

20. 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

21. 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

22. 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

23. 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

24. 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