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