Service Spotlight

Sometimes, it’s the little things — like offering a warm and friendly greeting — that go a long way when it comes to brightening up the day of a patient or family member.

The next time you engage with them, be sure to proactively introduce yourself with a smile.

To help you remember, try using the N.O.D. (name, occupation, duties) technique. Here’s an example:

“Hello, (insert patient name)! My name is John. I’m a nurse on this unit and I’m going to review discharge instructions with you this morning.” 

Typically, a patient or family member will reciprocate the greeting and a positive, friendly conversation will be underway.

Got ideas or suggestions on how to improve the patient experience or want to share best practices in your department? Email the Office of Patient Experience at patient-experience@med.umich.edu