Standards › Standard 45 › Standard operating procedures (SOPs)
SOP · WTG-SOP-001 · Version 1.0 · Approved by the ASF Expert Committee
Supports: 45.3
At a glance
- Every patient who waits is told the reason for the wait on arrival.
- An updated estimate is given whenever the wait changes (WTG-FRM-002).
- Patients are told what to do if they need help while they wait, and who to ask.
- Waiting-room re-checks are carried out as set in URG-SOP-002.
- Stop and get help straight away if: a waiting patient is left without information for longer than the set update time.
1. Purpose
To make sure every patient who waits knows why, for how long, and what to do if they need help (45.3).
2. Scope
| Applies to | Clinical and support staff in the hospital |
| Locations | All wards, clinics and departments of the facility |
| When | Whenever the activity described is carried out |
| Does not apply to | Activities covered by another document listed in section 15 |
3. Definitions
| Term | Meaning |
|---|---|
| Clinical lead | The doctor or nurse in charge of the area at the time |
4. Background
Waiting is hard, and it is harder when no one says why. Telling patients the reason for the wait and giving an updated estimate keeps them calm and informed.
5. Responsibilities
| Role | Responsibility | Competence |
|---|---|---|
| Reception lead | Tells each waiting patient the reason and the estimate | Service lead |
| Triage nurse | Carries out the re-checks and gives the help instruction | Service lead |
6. Materials and equipment
| Item | Requirement | Condition |
|---|---|---|
| Records and forms named in this document | Current version | Checked before use |
7. Safety
- Stop and call for help if a patient is at immediate risk. Do not delay urgent care to complete paperwork.
8. Before you start
- Confirm the forms and equipment named in this document are available and current.
9. Procedure
Step 1. Inform.
- On arrival, tell the patient the reason for the wait and the estimate.
Key point: Informed.
Step 2. Update.
- When the wait changes, give an updated estimate and record it (WTG-FRM-002).
Key point: Updated.
Step 3. Help.
- Tell the patient what to do if they feel worse, and who to ask.
- Carry out the re-check as set in URG-SOP-002.
Key point: Helped.
10. Decision points
- No decision points in this procedure.
11. Special situations
| Situation | Action |
|---|---|
| Out of hours | Follow the same steps. Use the on-call contact on the wall of the area. |
12. Escalation
- Any serious problem goes to the duty clinical lead at once and to the clinical director the same day.
13. Monitoring
| Measure | Target | Frequency | Owner | If not met |
|---|---|---|---|---|
| Waiting patients told the reason on arrival | 100% | Monthly | Reception lead | Escalate to the service lead |
| Estimates updated when the wait changes | 100% | Monthly | Reception lead | Escalate to the service lead |
14. Records
| Record | Kept in | Retention |
|---|---|---|
| Record named in this document | Patient record or the area file | the period set by the facility’s records policy years |
15. Training
- Staff are trained in this document at induction and refreshed each year, with a recorded competency check.
16. Related documents
| ID | Title | Use |
|---|---|---|
| WTG-FRM-002 | Waiting patient update record | Record |
| URG-SOP-002 | Waiting-room re-check (existing, reused) | SOP |
17. Evidence
| Reference | Note |
|---|---|
| E-006 | ASF Policy Framework v1.2. Adapted. |
| E-009 | ASF Expert Committee consensus. |
18. Change history
| Version | Date | What changed | Approval |
|---|---|---|---|
| 1.0 | the date of approval | First version | set Expert Committee approval |
E-learning for this document
References
- Accréditation Sans Frontières (2026). ASF Policy Framework v1.2. (E-006)
- Accréditation Sans Frontières (2026). ASF Expert Committee consensus on Standard 1. (E-009)