'Hospitals can be intimidating places for patients'
'The reception desk is the first point of contact that patients have with your clinic'
'An efficient, well-run outpatients clinic is dependent on all members of the team'
This booklet, published in 2004, was commissioned by the Royal College of Physicians following a joint Working Party of the College and the NHS Confederation that examined the organisation of medical outpatient departments.
The guide is designed to help medical outpatient clinics provide a more user friendly service. Each section has a checklist, which may be used by staff to assess the strengths and weaknesses of their outpatient department.
A few of the proposals may require extra resources but many will already be part of current practice. This booklet, which is available to download as a pdf, is designed to support healthcare professionals by making suggestions that will help patients: the aim is to put patients at their ease and to provide a better service.