From the Guidelines
Effective greetings in medical encounters should be warm, respectful, and patient-centered, prioritizing the patient's comfort and establishing a therapeutic relationship from the outset. Begin by introducing yourself with your name and role, making eye contact, and offering a handshake if culturally appropriate, as suggested by the American College of Physicians position paper 1. For example, "Good morning, I'm Dr. Smith, the family physician who'll be caring for you today." Address patients by their preferred name and title (Mr., Ms., Dr., etc.) unless they request otherwise. Acknowledge all individuals in the room and clarify their relationship to the patient. During the greeting, maintain a calm, unhurried demeanor even when time is limited, as these first moments establish rapport and trust. Position yourself at eye level with seated patients rather than standing over them, which creates a more balanced power dynamic. Avoid immediately focusing on the computer or chart, as this can make patients feel unimportant.
Some key principles to consider when greeting patients include:
- Being attentive to patients and their needs during health care encounters
- Listening to responses without interruption
- Using language patients can understand
- Asking patients if they would like to include family members or others from their support network in health care discussions
- Explaining what the clinician is doing throughout the health care encounter, such as entering notes in the computer system
- Asking patients if they have any religious or cultural beliefs that should be considered when discussing treatment plans, as highlighted in the study by the American College of Physicians 1.
Recent research, including a review of the evidence and recommendations on communication skills and the patient-provider relationship by the Rome Foundation Working Team 1, emphasizes the importance of effective communication and interpersonal skills in improving patient outcomes, satisfaction, and experience. This study found that moderate- to high-demand interventions, focused on a specific communication technique, partnered with an education–practice–tool intervention, had a positive influence on physical function and mental health. Therefore, healthcare providers should prioritize patient-centered communication and interpersonal skills when greeting patients, as this can have a significant impact on patient outcomes and satisfaction.