Melissa Zimmerman, M.D., a Family Medicine resident, examines a patient as Tsveti Markova, M.D., inputs data into an electronic medical record in an exam room.

The counseling room is bright and comfortable.

The décor is warm and homey, with nature photography, soft lighting and comfortable furniture, and it only takes a few minutes to get a room. Customers rate the environment as excellent and 98 percent would recommend it to family and friends.

It sounds like a posh new hotel, but that’s a description of the Wayne State University Physician Group Family Medicine Center on the Crittenton Hospital campus, which has been recognized by SchoolDesigns.com for Outstanding Design of a specialized facility.

“We’re thrilled by the award,” Tsveti Markova, M.D., director of the Family Medicine residency program, said. “You don’t usually appreciate how you compare to other facilities, but we’ve framed our award and hung it in the waiting room so our patients can celebrate, too.”

The 15,000-square-foot suite has 24 general exam rooms, two pediatric exam rooms, two procedure rooms and hosts the Family Medicine residency program.

Dr. Markova and Maryjean Schenk, M.D., vice dean of Medical Education and former Chair of Family Medicine, led a team of architects and designers that met weekly for six months to develop the plans. The goal was a patient-centered medical home providing efficient and comprehensive patient care enhanced by information technology.

“The facility was designed to specifically enhance the patient experience,” Dr. Schenk said. “That drove the decisions and I’m thrilled that patients love it and that it has been recognized in the design community.”

French Associates Inc., a Rochester, Mich.-based firm, served as architect of the space, with input from Michael Brennan, an architect in the School of Medicine’s Facilities and Support Services.

The patient experience begins when a staff member of the Family Medicine Center, who is not behind any type of glass or barrier, greets patients in a waiting room that is small by design since patients are moved into an exam room within three to five minutes. Phone calls are answered in a call center to promote a quiet and friendly environment.

Since the center is large, the patient care area is color coded to help keep patients in the right area and give them a sense of belonging.

Technology also improves the patient experience. The office uses electronic health records and rooms have computers mounted to walls with flexible arms, which enables patients to see monitors while maintaining eye contact with the care provider.

“We don’t have to turn our backs on patients and they can see their health record or other important information, therefore it enhances the interaction,” Dr. Markova said.

Lights outside of each room are turned off and on as a way for physicians and nurses to communicate at various stages of a patient visit, such as when a patient is ready for a test or a physician has completed an exam. The system limits noise from talking and improves efficiency.

Specific rooms have special chairs, exam tables and a lift system to accommodate overweight patients.

Rooms were also made larger to accommodate entire families, and medical students and residents and their preceptor. With a patient’s permission, unobtrusive cameras record visits, allowing students and residents to receive immediate feedback on their interactions.

“We survey our patients all the time; they love the environment,” Dr. Markova said. “Our staff loves the openness and quiet, which allows them to better focus on providing care. Their job satisfaction has improved significantly.”