Greetings

The first contact patients have with staff and how they are greeted at your practice can make a strong impression. If they feel seen and welcomed, they are more likely to relax and to provide accurate information about themselves and their lives.

Use Appropriate Name

When patients come to the front desk to check in, it is important to pay attention to the cues they provide. If a patient says something like “Hi, I’m Y. I’m here to see Dr. X,” the receptionist can see immediately if the name the patient uses is the same or different from the name on the schedule. Either way, we encourage you to make it standard policy for the receptionist to ask the patient if the name on the file is the name s/he/they is correct.

This not only provides an opportunity for transgender patients who have not yet legally changed their names to provide the name they now use, but also allows all patients to indicate if they prefer to be called by something other than their full, legal name. It is also important to train front line staff to understand that it’s entirely okay to have a different name on file, and that they are there to get it right and support the person in front of them.

Friends & Partners

When patients bring someone with them to an appointment, it is important to show respect for both the accompanying person and the relationship the patient has with that person. Allowing the patient to define relationships and determine the role others play in the interaction demonstrates respect for the patient’s identity and relationships and can avoid awkward and uncomfortable situations.

Rather than assuming that you know what the relationship, we suggest you and your staff ask the patient. It is easy enough to ask, “Who have you brought with you today?” which allows the patient to tell you about the person and their relationship. You can then ask whether the patient wants the other person to remain in the waiting room or accompany the patient into the exam room. If they come alone, another way to ask about relationships could be, “Who are your main supports in your life?” as a less invasive way of finding out more about your patient.

Photographs

If you have photos of families on your walls, make an effort to include photos that portray same-sex couples and single parent families. This helps to communicate that you recognize and celebrate a range of diverse family types.

Books & Magazines in Clinic Waiting Areas

When choosing magazines or books to place in your waiting room, consider including one or more titles that reflect an LGBTQ+ audience or deal with LGBTQ+ health-related themes.

Posters & Brochures

Patients want to feel welcomed and represented in your workplace. When choosing medical posters or brochures to keep in your office for patients, consider including one or more that reflect the LGBTQ+ population or issues of particular relevance to this community.

Ensure that there are medically relevant brochures regarding age-appropriate screening and healthy ageing.

Patient Non-Discrimination Policy

Most medical practices have some form of a patient non-discrimination policy. If you do not currently have one at your practice, we suggest you adopt an inclusive policy. If you do have one, check the policy to ensure that it protects gender identity, gender expression, and sexual orientation. 

Here is an example of an inclusive policy:

“Equal care will be provided to all patients, regardless of age, race, ethnicity, physical ability or attributes, religion, sexual orientation, gender identity or gender expression.” 

Make this policy visible at your workplace. This clarifies that your practice wants LGBTQ+ patients (and all patients) to feel comfortable and fosters an expectation of respect, courtesy, and inclusivity in your clinic environment.