FOH1 8 – How to Welcome a Patient with No Appointment (part 1)
The following video is a role play demonstration of Linda welcoming a patient who does not have an appointment.
Unpacking the video – Elements of Welcoming a Patient with No Appointment
In welcoming the patient, Linda:
- Greeted the patient
- Confirmed the patient’s name, and also checked who they were seeing
- Linda also asked if they managed to find a car park
- The patient was offered a juice or water
- Linda walked with the patient to the lounge (waiting area)
PLEASE ENSURE THAT YOU STAND WHEN YOU GREET ALL PATIENTS
FOH1 9 – How to Welcome a Patient with No Appointment (part 2)
In the following video, Linda talks about how to respond to a patient with no appointment. You will notice in this video that Linda does not burden the patient, and seamlessly organises for them to been seen by their provider.
Unpacking the video – What to do behind the scenes
In assisting the patient, Linda:
- Didn’t panic!
- Establish what the patient required – checked their treatment notes
- If possible, pop them in with their provider (and let the provider know)
- Set up another room, if required
- Work with the clinical coordinator so that we can see the patient without needing to let the patient know that they don’t have an appointment.
DO NOT TURN AWAY ANY PATIENTS
You will notice that Linda did not mention to the patient that they did not have an appointment, nor did she turn them away. Our goal is to provide a seamless service, where we don’t burden our patients with any administrative challenges behind the scenes.
