EXAM / CONSULTATION

In this phase of the patient's experience, interpersonal factors (e.g., physician-patient communication) and the experiential aspects of the examination room gain prominence. This phase is also characterized by more waiting.

Exam rooms must serve a variety of people and a variety of physician/staff- patient interactions for different purposes (e.g., examination, diagnosis, and counsel) is represented in new initiatives. As technology continues to be integrated with clinic operations, its use is extended to the exam room, especially with electronic record use.

The spatial organization of the exam room is an important factor in facilitating or hindering communication between staff and patient. For example, the location of the computer screen and the patient’s position in relation to this screen and the clinician can determine ease of communication and the sense of connection experienced by the patient. While verbal communication is a significant aspect of the interaction in the exam room, non-verbal communication such as posters is an equally important aspect that impacts patient satisfaction.


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