The Ideal Patient Visit
Non-clinicalAppointment
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.
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