Imagine this: You’ve been diagnosed with an illness and fear the road ahead, assuming it will be stressful, confusing, and time-consuming for you and your family. But then your primary care physician refers you to a specialist at the NewYork-Presbyterian David H. Koch Center. You make an appointment, fill out the paperwork online, and the day arrives. You’re a little nervous and not sure what to expect. You arrive and walk into a light-filled lobby with a soaring ceiling. Someone greets you and helps you find your way. No lines. No waiting room with hard, uncomfortable chairs. No confusion about where you’re expected to be.