Communication Skills
This is the most important skill to use when a patient or family member is speaking to you.
What is active listening?
You should always do this prior to entering a patient's room.
What is knock?
This is the first thing you should do when a patient or visitor makes a complaint.
What is listen?
You should do this if you see a patient or visitor looking lost.
What is offer assistance and provide clear directions or escort them to their destination?
Staff should remain _________.
What is courteous and respectful?
This type of language should be avoided to prevent misunderstandings with patients or family.
What is medical jargon?
This is the reason you should smile when interacting with patients.
What is it makes you appear friendly and approachable, creating a positive atmosphere?
You should avoid using this phrase when communicating with a patient or responding to a complaint.
What is "That's not my job."?
OKCR's main value is ____.
What is "Keep patients in the forefront"?
The primary purpose if conducting NRC patient satisfaction surveys.
What is to measure and improve patient satisfaction and quality of care?
What is eye contact and nodding?
We make an emphasis on keeping this person at the forefront of all of our care.
Who is the patient?
After listening to the complaint, this is the first step you should take.
What is apologize for the inconvenience and assure them that you will help resolve the issue?
All employees should act with ____.
What is integrity?
Staff should act on _____.
What is concerns?
You should address a patient this way to make them feel respected.
What is by name with a polite title (Ex. Mr. Smith)?
You should do this if a patient seems anxious or upset.
What is acknowledging their feeling and offering reassurance and support?
Staff should remain calm when handling a complaint for this reason.
What is to help de-escalate the situation and show professionalism?
This is why teamwork is important in providing excellent customer service.
What is it ensures that all staff work together to meet the needs of patients efficiently and effectively? "PROMOTE TEAMWORK"
This aspect of hospital service is commonly commented on in NRC surveys.
What is communication with hospital staff?
This technique involves repeating back what the patient has said to confirm understanding.
What is reflective listening or paraphrasing?
Staff can do this to involve patients in their own care to improve satisfaction.
What is asking for their input and preferences and providing them with options?
You should do this after resolving a complaint.
What is follow up?
This acronym helps to promote better customer interactions in a way that demonstrates empathy, improves clinical outcomes, and reduces burnout caused by miscommunication.
What is AIDET? (Acknowledge, Introduce, Duration, Explanation, Thank you)
Staff should make sure that patients ____ all of the medications they are taking.
What is understand?