Explain what to do when someone arrives early

What to change

Describe the practical early-arrival policy approved by the local team. Keep it welcoming and explain how to discuss travel constraints that make timing difficult.

A worked example

Illustrative example

A small practice explains that its waiting area opens for the session at the time stated in appointment instructions. It invites patients with transport constraints to speak with reception beforehand.

How to check the result

A visitor can plan where to go without assuming an appointment reservation means unlimited access to the premises.

A mistake to avoid

Do not ask people to wait in an unsuitable place merely to keep the arrival copy short.

Your action checklist

Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.

Decisions to recordConfirm when the waiting area is available relative to appointment sessions.State whether patients should enter, contact reception or follow their confirmation instructions.Offer a contact route for people whose transport arrangements create an unusually early arrival.

Evidence, open questions and decisionsNext action and responsible role

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