The front desk is the first and last person every patient sees. A warm greeting and a correct ID protect both the patient and their record.

Greet within 10 seconds, verify identity using approved identifiers and avoid discussing sensitive information within others’ hearing. Match the correct patient record before continuing.

1. 1

   Greet within 10 seconds

   Make eye contact and smile, even if you are on the phone.

2. 2

   Ask two identifiers

   Ask the patient to say their full name and date of birth; never read it to them.

3. 3

   Match the chart

   Confirm both identifiers match the EHR record and the appointment.

4. 4

   Check the photo ID

   Compare the photo ID to the patient at the first visit of each year.

5. 5

   Confirm the visit

   Say the provider name and reason for visit so the patient can correct any mistakes.