Greeting a patient in person

The first 10 seconds at the desk set the tone for the whole visit. Make eye contact before you make paperwork.

Opening line

"Hi, welcome to United Radiology — I'm {your first name}. Do you have an appointment with us today?"

Stand if you can, smile, and look up from the screen before they reach the counter. First-name introductions make the desk feel like a person, not a window.

3-step triage

Work through these in order. Don't skip to paperwork before you know which path you're on.

• New or follow-up? "Have you been to United Radiology before?" Returning patients route faster — name + DOB is usually enough to pull them up. New patients need full intake.
• Walk-in or appointment? Check the booking screen before assuming. A walk-in for a modality that needs prep (contrast CT, MRI safety screen) may need to be rebooked, not squeezed in.
• Referral in hand or missing? Ask: "Do you have your referral with you, or has it been sent through?" If neither, see the no-referral path on the check-in flow page.

When the waiting room is full

Acknowledge the person in front of you first, even if the phone is ringing and two others are queued behind them.

"Thanks so much for your patience — I'll be right with you. Give me about {realistic number} minutes and I'll get you checked in."

Give a number you can actually hit. "Just a sec" when it's really 10 minutes is what turns a patient into a complaint. If you're genuinely slammed, tell them honestly: "We're running about 20 minutes behind today — would you like to grab a coffee and come back?"

Quick cues to watch for

• Patient looks pale, sweaty, or unsteady — offer a seat immediately, flag to a radiographer
• Carer doing all the talking — confirm the patient's name with the patient themselves if they're able
• Patient visibly anxious — name it gently ("scans can feel a bit nerve-wracking — the team will walk you through everything")