There’s a sign in the exam room. Listed are the doctor of the day, the nurse practitioner on duty, and the RNs, and even the x-ray tech. Names on my sketch were changed to avoid privacy issues.

The sign has a date. It indicates who, that day, is on duty. A patient, like me, knows the names of each person I expect to see in that room. This is freeing and comforting.

Lettering is an easy to read font using black letters on white. Each person, on their initial entry into the room, clarified who they were, and reiterated the names of anyone I’d not met yet. This allowed both matching names to faces and reinforced expectations.

Each staff member added details to those expectations. The person taking me into the room explained who would be in next and why. That continued through the entire visit.

The x-ray tech was on board as well. Introducing herself as she came in, she explained where we were headed and why.

Overall, the visit exceeded my past experiences. It was all about setting expectations.

Are you setting expectations?

Are they clear and follow a sequence?

Is there enough detail?

What about you?

Have you run into situations where things weren’t clear? A restaurant? A doctor’s office? The bank?

How did you handle the lack of expectations being set or was it reversed with excellent communication?

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