Designing a Primary Care Center to Meet Consumer Needs

At the Sycamore Primary Care Center, in Miamisburg, Ohio, customer service issues were central to the operational and architectural design decisions. The intent was to create an environment that would promote greater consumer involvement and interest in their own care through positive interactions. The waiting experience is intended to be unique and interesting, thereby reducing anxiety. In lieu of a traditional waiting room, an activity area was created which has many amenities that provide positive distractions. There is shopping in the apothecary, a playroom for the children, outdoor seating, big screen TVs, and reading material. In addition, there are amenities geared toward consumer education. There are computer kiosks, desktop computers, laptop connection sites, and VCRs. Consumers can take advantage of these amenities while waiting because they are notified by pager that the clinical staff is ready to see them.