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Slide Presentation of the 2007 Annual Meeting of AHRQ

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Five simple steps to make a positive first impression and to ensure continuous positive interaction throughout the patient's experience

  • Acknowledge: First step in forming a relationship with the patient. Be attentive to and greet your patient in a positive manner with a warm and friendly smile.
  • Introduce: Upon introduction give the patient your name and the purpose for the encounter.
  • Duration: Manage the patients expectations by educating them about the length of time a particular procedure or request will take. Better to over-estimate than under-estimate.
  • Explanation: Make sure the patients are knowledgeable and involved in their treatment. Use easily understood terms when providing information. Ask if they have any questions.
  • Thank You: Thank patients for waiting, providing information, choosing your facility, etc.


This is a Tenet term and each employee should have been trained in the concept. The following slides are examples of linking our behaviors to our standards.

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AHRQ Advancing Excellence in Health Care