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)


  • 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


  • 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