TS 13091

TS 13091 is a service standard that sets out general rules for greeting and/or guide services for patients and visitors. Its focus is the physical setup of the place where the service is delivered, the way guidance is provided, operating practices, and the characteristics of the staff involved. In healthcare settings, such services help visitors find the right department, support patients in reaching the proper point of care without unnecessary delay, and contribute to a more orderly flow of communication inside the institution.

Service setting and wayfinding arrangement

The scope of this standard also covers the structural properties of the area where greeting and guidance services are offered. From a general technical perspective, visibility, accessibility, clear signage, and the organization of user flow are key elements in this kind of service. In hospitals and similar healthcare buildings, effective guidance makes movement between registration, outpatient clinics, inpatient wards, and information desks easier, which in turn affects both service quality and the user experience.

Personnel and operational practice

Another dimension of the standard is the characteristics of the personnel who provide the service, together with the operating rules that support it. In general service management, communication skills, courtesy, basic institutional knowledge, accuracy in guidance, and appropriate interaction with users are important. Standards in this area are intended to support consistent service delivery; this description explains the subject and general technical context, rather than assuming any undocumented in-house procedures.

• Addresses the organization of patient and visitor flow in healthcare facilities.
• Covers the physical characteristics of the place where greeting services are provided.
• Includes general rules for how guidance services are delivered.
• Considers operating practices and staff characteristics.
• Responds to the need for communication and accessibility in healthcare environments.