1. Creating the Facility Environment
ICS 120
Chapter 10

2. 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.

3. 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.

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

5. 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

6. 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.

7. 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.

8. 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).

9. 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

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

11. 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

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