Team & Culture
What does professionalism look like in patient interactions?
Respectful tone, active listening, and appropriate language
A Code Pink is announced. A staff member continues rooming patients instead of responding. What is the issue?
Failure to follow emergency protocol and assigned role during child abduction response
A staff member discusses a patient’s condition at the front desk in front of other patients. What is the violation?
HIPAA/privacy breach
A patient arrives frustrated because they believe their appointment was scheduled incorrectly. What is the best first response?
Acknowledge concern, stay neutral, and verify appointment details before explaining
A coworker is overwhelmed and falling behind. What is the appropriate response?
Offer help or escalate to lead rather than ignoring the situation
How many emergency codes are there?
6
A provider leaves a logged-in computer unattended with a patient chart open. What is the violation?
Insecure PHI access / failure to log out
A patient is upset about a long wait time. What is the best immediate response?
Acknowledge concern, explain delay briefly, and provide updated timeframe
What is the purpose of a team huddle?
Align on priorities, staffing changes, and clinic flow issues for the day
Code Yellow is initiated for an escalating patient. What is the PRIMARY goal?
De-escalation and preventing escalation to physical aggression
A patient complains they received another patient’s discharge instructions by mistake. What violations occurred and what is the risk?
HIPAA breach + patient safety risk due to incorrect medical information being shared
A patient says, “No one told me what I was supposed to do after my last visit.” What should staff do?
Review discharge instructions and clarify next steps, ensuring understanding
A staff member is speaking negatively about patients in public areas. What should happen?
Address behavior privately and reinforce professional standards
A patient suddenly becomes unresponsive in the waiting room. What is the first action?
Call Code Blue
A PSR REALLY likes this one patient. Rightfully so, they should go into the patient's chart and gather ALL of their information. Even their SSC. The patient will really like that, right?
Employees of IFH should not have a relationship with their patients. Going into the patient's chart for any reason other than checking them in or working on a complaint should not happen.
A patient is escalating verbally due to frustration with scheduling errors. What is the BEST approach?
Stay calm, avoid blame, validate frustration, and escalate appropriately if needed
Why is accountability important in a clinic team setting?
It ensures patient safety, workflow consistency, and reduces errors
What is a Code Silver?
Person with a weapon
A MOA is bored on a slow day and decides to pull up the medical director's chart to get their address and mail a birthday gift.
We do not pull up charts for employees at IFH unless they are being seen. This offense is a HIPAA breach and is terminable. Please do not do it.
A patient becomes visibly upset after being told they need to reschedule due to provider delays. What should staff do?
Stay calm, validate frustration, explain options, and escalate if needed for resolution