In all the chapters the Case Studies represent situations similar to those that the medical assistant may encounter in daily practice. Students are encouraged to consider the case study as they read each chapter.

A 70-year-old patient has just arrived for his first appointment with his new primary care physician. He recently moved to Florida to be near his grown children, and today he meets his new doctor. He is apprehensive and concerned that he won't like this new doctor. He takes a deep breath and opens the door into the medical office reception room.

The first thing he notices is the cool air, which is in stark contrast to the hot humid air outside. As he enters the area, he sees a comfortable, spacious room decorated in soft color tones. The chairs and sofas are arranged in small conversational groupings. Neatly stacked on the tables is a colorful array of many different types of magazines. Playing softly in the corner of the room is a television tuned to a health channel. At the end of the room are a sliding glass window and a countertop with a sign-in clipboard. Crossing the room, he notices a family with small children playing with blocks in an adjoining room marked “Children's Reception Area.” He sees a courtesy phone for patient use located in a nearby alcove. He adds his name to the list on the clipboard, noticing that all the patient names above his own have been blacked out. The glass window immediately opens and a neatly dressed medical assistant with a pleasant smile speaks to him, calling him by name. He is beginning to think this doctor might be all right after all.

As you read this chapter, consider the following questions:

1. What basic elements are required in every patient reception area? What other nonessential elements are nice to include as well?

2. Why is it important to think of the front patient area as the “patient reception area” and not the “waiting room”?

3. What special accommodations in the reception area are important to patients with disabilities?