CREATES A WARM WELCOME
The 10/5 Rule
Smile to patient when 10 ft apart and greet them when 5 ft apart
First thing you do when you call a patient?
Greet them and smile (under the mask lol)
How to respond to suffering or concern?
With Empathy
Who is responsible to notify patients about expected wait times?
Everyone
Speak ______ of team members
highly
3 things you can do at Lobby Rounding
1. Notify expected time
2. Tidy up the area
3. Offer water or any help
4. Use 10/5 Rule
5. Small talks
Patient want to feel like their experience is a __________.
..personal one
Use active..._______
Listening
How often should you notify patients about delays? or check on them?
At least every 15 minutes
Handoffs feel good to the patient, because they help build a culture of _______ among your coworkers.
teamwork
How do you address patient?
RESPECTFULLY
How you walkdown the hall with a patient?
Side by Side
What do you need to avoid when communicating clearly?
Avoid Medical Jargon
Our patient’s perception of wait times is subject to how well we inform them of what to _____.
Expect
Components of a warm handoff
1. What is happening next.
2. Who is next.
3. How long it will take.
Good Telephone Etiquette
1. Greeting (Good morning/afternoon)
2. Name
3. How can I help you?
4. Ask before putting them on hold
5. Do not transfer blind calls
6. Ask if there is something else you can help with
How to properly call patient patient for rooming?
1. Call patient by Title (Mr/Mrs) and Last name
2. Introduce yourself
3. Smile
4. Eye contact
5. Explain what next
6. Offer water or any comfort
You are obtaining vitals for a patient who is being seen for back pain. Upon asking them their pain rating, they respond: “It’s an 8, I’m miserable.” How do you respond?
I am very sorry to hear that. Is there something I can do to help you be comfortable? Do you want to lay down?...etc
“Ugh! I am so sorry you had to wait. This flu season is killing us. Half the staff is out sick!”
Is this the correct way to apologize for delays?
Yes or No and Explain?
Incorrect way.
Thanks so much for your patience today, Mrs. Jones. I’m sorry there was a delay. I’m sally and I’ll be getting you ready for Dr. Smith.”
What are the benefits of providing a warm handoff?
*builds teamwork
* enforces consistent care
*reduces communication errors
*shows the patient that we work together to care for them.
3 important aspects of welcoming patients at Reception Area
1. Smile
2. Introduce yourself (Name and position or role)
3. Eye contact
4. Let the patient know what to expect next
5. Ask if they have any question
Make _____ and create _____
Small talk, connections
Patient call in pain and needing some medication refill ASAP. How do you handle the call?
Mr. ____. I am sorry you are pain, I am going to try to help you the best and fastest way I can....
What do we respect when notifying patients about delays?
Their time and schedules
Example of providing a warm handoff
1. Escort patients to each point of care – lab, x-ray, check out, etc. and walk beside the patient
2. Introduce the next team member that will care for the patient including their name and role/purpose