Avoid appearing stressed or preoccupied—meet the patient at a calm pace, with kindness and clear communication, so that the situation is experienced as safe and predictable

Rationale:

Patients may feel anxious, uncertain, and worried about examinations, tests, and results. If the medical secretary appears stressed, this may increase the patient’s anxiety. It can also affect certain analyses and the physician's consultation. When the medical secretary conveys calmness and reassurance, this helps reassure the patient, facilitates cooperation, and contributes to a better and more trustful experience.