ACKNOWLEDGE the patient
- Knock or ask permission to enter the room (if applicable)
- Smile, make eye contact, and greet the patient in a pleasant manner
INTRODUCE yourself
- State your name and role
- Highlight your skills and expertise as well as that of other staff (manage up)
DURATION
- Give the patient a time expectation
- Keep the patient informed as to the amount of time a process/procedure will take
- Let the patient know if there is a wait time; give time expectation of wait
EXPLANATION
- Keep the patient informed by explaining all processes and procedures
- Assist the patient in having clear expectations of what will be occuring
- Manage up when appropriate
THANK the patient
- Thank the patient for his or her time
- Express appreciation to the patient
- Ask if there is anything else you can do for the patient before ending the interaction
