Q: You have a patient arrive who seems confused and unsure what is happening, they hand you their hospital passport and ask where they should sit. What is your immediate reaction and do you take the time to ask them how they are and if they need anything?
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I love a hospital passport. I'll read them cover to cover. I'll always learn information that the patient may not be able to tell me at that time. Information that is not just useful, but sometimes crucial.
I'll show them where to sit, I'll tell them their next steps (which door, how long, with who) and reassure myself or someone else will guide them. If someone else, I'd ideally like to introduce them so both parties know who can help/needs help. And give my colleague the passport with permission. I'll use as little jargon as able and if possible, ensure a quiet seating area.
I'll always ask (neurodivergent or neurotypical) if there's anything else I can help with before leaving. And usually offer a drink.
As my patient is confused and unsure, I would ask how they are. I'll try to bring clarity, calm, and reassurance to them.
If i were working for the hospital and I was provided with a hospital passport, I would need to have had training/information regarding this document and i would talk to the individual about what they need and how i could help. Understanding what time their appointment is and how they are feeling about it would allow me to reassure them of what will happen in the process (e.g. they need to register that they have arrived at reception, take a seat in the waiting area and wait for their name/number to be called.) I would also want to offer help if they need any further assistance.
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