Clinical Report: Designing Better First Impressions

Overview

At the 2026 American Academy of Ophthalmology meeting, architect John Morasco described practical ways ophthalmology practices may improve patient flow and the reception experience without a complete renovation. He highlighted reassessing the front desk and waiting room, arranging seating to offer more comfortable spaces, and considering self-check-in kiosks for patients able to use them.

Background

Reception and waiting areas are prominent points of contact for patients, and the source describes the waiting room as the area where patients typically spend the longest time in the facility. Existing practices may have opportunities to improve these spaces through incremental changes, although remodeling depends on the space available and may require giving up or reallocating some existing space. Morasco emphasized that the reception area’s appearance and feel can be reconsidered without changing walls or undertaking a major renovation. Current outpatient design and infection-prevention guidance also provides relevant context for planning these areas.

Data Highlights

The source provides no trial results or quantitative outcome data. Morasco estimated that a reception kiosk requires approximately 10 square feet; he described it as a potential option for patients who are comfortable using the technology, while noting that it may be difficult for some older patients.

Key Findings

• Morasco recommended that practices assess the front desk and waiting area as relatively accessible opportunities to improve the patient experience.
• He suggested that clinicians spend time in their own waiting rooms to evaluate how the environment feels from a patient’s perspective.
• He described taped notices and a strongly transactional reception environment as examples of features practices may reconsider in favor of a more welcoming, concierge-like feel.
• Seating arranged in small, distinct areas was presented as an alternative to rows of chairs, where patients may sit close to strangers.
• Self-check-in kiosks may streamline check-in for patients able to use them; the speaker cautioned that this approach may not suit everyone, particularly some older patients.
• The supplied web context identifies the 2026 FGI outpatient design code and CDC infection-control recommendations as relevant guardrails for reception and waiting-area planning; it also identifies CG-CAHPS as a standardized survey for assessing patient experience.

Clinical Implications

Practices considering front-of-house changes can begin by reviewing the reception and waiting-room experience and assessing whether furniture, seating arrangements, or check-in options can be adjusted within available space. Any redesign should be considered alongside applicable outpatient design and infection-prevention guidance; the source does not report measured effects of these changes on patient outcomes or experience scores.

Conclusion

The presentation described incremental, space-conscious approaches to improving reception, waiting, and check-in areas, while recognizing that opportunities depend on each practice’s existing layout and patient population.

Related Resources & Content

1. John Morasco, Morasco & Associates, AAO 2026 meeting transcript -- Designing Better First Impressions
2. Facility Guidelines Institute, FGI Codes, 2026 -- 2026 FGI Code for Planning and Design of Outpatient Settings
3. Agency for Healthcare Research and Quality, CAHPS -- CAHPS Clinician & Group Survey
4. René Luthe, Ophthalmology Management, 2012 -- First Impressions — How to Set the Stage for Success
5. Sheena Taff, Eyecare Business, 2025 -- Branding Success for Eyecare Practices
6. Optometric Management — viewpoint - What's the Value of First Impressions?
7. inside dentistry — Making an Impression
8. 2026 FGI Code for Planning and Design of Outpatient Settings
9. CAHPS Clinician & Group Survey
10. Clinic Flow Metrics Before and After Relocation to a New Academic Eye Institute - PubMed