The Ideal Patient Visit

Appointment

Patient calls to make an appointment based on a perceived need for a visit

Office personnel are thorough, accommodating, and attentive

Office personnel address patient by name

Office personnel schedule appointment based on urgency

— Urgent visits: same or next day

— Routine visits: next available, most convenient for patient

Visit

Patient greeted promptly by the receptionist

Receptionist asks patient to check in

Patient completes appropriate paperwork

Patient waits a reasonable length of time in a comfortable area

Clinical

Preliminary

Patient is escorted to exam room by staff

Vital signs are taken

Patient receives information and instructions

Patient waits comfortably in examining room (proper temperature, appropriate cover)

Examination

Physician offers introduction or greeting

Physician takes medical history

Physician does the physical examination

Physician provides consultation

— Discusses diagnosis

— Discusses treatment options

— Includes discussion of insurance issues

Physician makes recommendation

Patient and physician decide treatment option

— Gives instructions/interventions

Physician provides referrals (to a specialist or another provider or for tests)

— Discusses how and when to schedule appointments

— Explains how and when to get results

Physician discusses prevention

— Discusses preventive health measures

— Discusses patient’s vital signs

— Offers preventive screening

Physician provides prescriptions

— Discusses dosing instructions, drug interactions

Check Out

Receptions schedules follow-up appointments

Patient makes payment arrangements

Physician and/or staff provide final instructions (prescriptions, lab tests, referrals, etc.)

Source: Internal Medicine Center for Advance Research & Education, Washington, DC.