In my last blog post I had a conversation with Robert Hickey, Deputy Director of the Protocol School of Washington; the school that trained me. In Robert’s book, “Honor and Respect, The Official Guide to Names, Titles, & Forms of Address” he discusses how to address people at every level; from the president of the U.S. to governors, religious figures, royals, business people and more.
One of my questions for Robert was how he felt about healthcare professionals addressing patients in a familiar manner or by their first names. Interestingly, he punted the question back to me since the healthcare arena is a special niche for me. And my answer to the question is to err on the side of formality until you are invited to call patients by their first names. It can be offensive to some people, especially “mature” people, to be called by their first names upon their initial visits to a physician’s office. It can be perceived as unprofessional. And very young nurses and physicians should be especially careful. While many patients will invite you to call them by their first names, particularly if they have long-established relationships with your practice, let them lead the way.
Establishing a policy or script for all staff people can be helpful in projecting a professional impression. Avoid calling patients by endearing terms, like “honey” or “sweetie.” These terms can sound patronizing.
