How should the front-office team handle the question of whether a patient actually read the pre-consultation information packet? Move past it without dwelling. When the patient arrives for the consultation, the front office greets them warmly and asks if they had a chance to review the packet materials. Some patients answer honestly, having read everything, having skimmed, or having ignored the packet entirely. Some patients tell a small social-pleasantry lie about having read it when they did not. The right response is the same regardless. The team member says: "Great. I will go ahead and review what is going to happen [...]

How should the front-office team handle the question of whether a patient actually read the pre-consultation information packet? Move past it without dwelling. When the patient arrives for the consultation, the front office greets them warmly and asks if they had a chance to review the packet materials. Some patients answer honestly, having read everything, having skimmed, or having ignored the packet entirely. Some patients tell a small social-pleasantry lie about having read it when they did not. The right response is the same regardless. The team member says: "Great. I will go ahead and review what is going to happen [...]

How should the front-office team handle the question of whether a patient actually read the pre-consultation information packet? Move past it without dwelling. When the patient arrives for the consultation, the front office greets them warmly and asks if they had a chance to review the packet materials. Some patients answer honestly, having read everything, having skimmed, or having ignored the packet entirely. Some patients tell a small social-pleasantry lie about having read it when they did not. The right response is the same regardless. The team member says: "Great. I will go ahead and review what is going to happen [...]