“Know Your Care Team” – Inspired by Kate Granger
Over the past several weeks, our team has been focusing on making it easier for patients to understand who they are seeing at every appointment. This work is inspired by Dr Kate Granger, a UK doctor who, while seriously ill herself, noticed that patients often didn’t know the names of the staff treating them. She started the “Hello, my name is…” campaign to encourage all healthcare staff to introduce themselves clearly by name and role. Her simple idea has transformed patient experience across hospitals and clinics.
One patient’s feedback reminded us why this is so important:
“I made an appointment to see a GP. When I was called in, the practitioner introduced herself by her first name. It was only when I asked if she was a GP she confirmed she was not. The surgery needs to be explicit in who they are booking you with and give a choice.”
In response, we have fully embraced the “Hello, my name is…” approach. Staff are now reminded to introduce themselves with their name, role, and what they will be helping the patient with, for example:
“Hello, my name is Pamela and I am a pharmacist. I’ll be helping you with your blood pressure today.”
Other work in our “Know Your Care Team” campaign” includes:
- New name badges: with staff roles and pronouns.
- Staff workshops: discussing why its is important to introduce ourselves.
- Updated communications: Website, booking system, and appointment confirmations clearly list practitioner type.
- Waiting room and digital information: Posters, leaflets, and online resources explain staff roles.
- Patient feedback and monitoring: Surveys and audits to ensure consistency and effectiveness.
Thanks to everyone’s efforts, we hope our patients feel informed, confident, and reassured. By following Kate Granger’s example, we continue to make every patient interaction personal, clear, and welcoming.
