Why do we do this?
The purpose of the Welcome Checklist is to ensure that the every engagement with have with a patient sets the tone for a positive experience and builds rapport, leaving them feeling valued and supported. Following the checklist ensures that we are maintaining accurate and up-to-date patient information, good patient care, and efficient scheduling and management of appointments. Finally, gathering feedback helps to improve the quality of care and address any concerns effectively.
Welcome Checklist
Warm Welcome 😊
Greet the patient in a friendly and professional manner.
Engage with the Patient 🤔
Spend time with them, listen to their concerns, and build rapport.
Check QOF Requirements 🗨️
Check the pink QOF box on EMIS and ensure any outstanding Quality and Outcomes Framework (QOF) tasks are completed.
See Pink Alert (QOF) Box for more info.
Review Patient Records 🗒️
Look for any messages or updates in their records.
Verify Contact Details ☎️
Confirm that the patient’s phone number, email, and address are up to date. Make any updates to their record as necessary.
Request Basic Health Checks 🏋️
Ask the patient to provide their vitals (e.g., blood pressure, height, and weight). Update and code new vitals accurately in the patient’s record.
Book Necessary Appointments 📅
Schedule any required appointments / follow-ups.
Signpost to Support Services 🪧
If needed, guide the patient to external services / agencies for additional help.
Ask for Feedback 📢
Check if the patient has any feedback about their visit. Inform the patient of the possible ways to submit their feedback:
- Completing a feedback form at reception
- Using an online feedback portal (e.g. the NHS website or practice website)
- Emailing the practice with their comments
- Leaving a review on NHS Choices or other relevant platforms
- Completing the Friends and Family Test (FFT)
Goodbye 👋
Conclude the interaction with a polite and professional farewell.