Communication Standards
Staff Scripts
Standardized communication scripts for every patient touchpoint, built on the AIDET® and H.E.A.R.T. frameworks. Print-ready pocket cards for staff.
Reception
الاستقبال
AIDET® Script
Scenario
"Patient arrives for an appointment"
Acknowledge
Welcome to our hospital! Good morning, Mr./Ms. [Patient Name]. (Make eye contact and smile warmly)
Introduce
My name is [Your Name], and I will be taking care of your registration today.
Duration
I just need about three minutes to verify your insurance and update your file.
Explanation
Could I please have your ID and insurance card? While I process this, please feel free to have some infused water or tea. Once I'm finished, I will direct you to the waiting area for your clinic.
Thank You
Thank you for your patience, Mr./Ms. [Patient Name]. You are all set. Please have a seat in the waiting area, and the nurse will call you shortly.
H.E.A.R.T. Recovery Script
Recovery Scenario
"Patient upset about long wait time"
Hear
Allow the patient to express their frustration without interrupting or getting defensive.
Empathize
I can see that you are frustrated, Mr./Ms. [Patient Name], and I completely understand why. Your time is very valuable to us.
Apologize
I sincerely apologize for the delay you are experiencing today. The doctor had an unexpected situation.
Respond
Let me check exactly how much longer it will be. While you wait, can I offer you a complimentary coffee or tea? If the wait is too long, I can also help you reschedule.
Thank
Thank you for your patience and for bringing this to my attention. We are working hard to get you seen as quickly as possible.