First Impressions
Phone Etiquette
Conflict Resolution
Red Zone
Desk Organization
100
Be approachable, look visitors in the eye and ask, "How can I help you?"
What is how you greet all visitors?
100
7 South, This is (INSERT NAME).
What is an appropriate phone greeting?
100
Excuse me, but unfortunately you are not allowed to bring food into unit. Food for patients and breast feeding mothers can be ordered through food service. Food from outside of the hospital must be eaten and stored in 7S waiting area.
What is the correct response to patients/visitors bringing food to the unit.
100
6:30 A.M. and 6:45 P.M.
What is the time you make the Red Zone announcement?
100
In your locker or the supply closet by the Front Desk
What is the location to store your personal belongings?
200
Pass out the Welcome Letter and Red Zone notification
What are two things you give to parents/grandparents upon their arrival?
200
I can help find the person/patient you are looking for.
What you offer when a caller or visitor is unable to locate the patient or employee they are seeking to speak with?
200
First inform the group of visitors that there is a unit policy of only two visitors in the bedspace at one time; call the bed side nurse and coordinate with her how to handle the flow of multiple visitors.
What you do when families have multiple visitors that all insist on visiting a patient at the same time.
200
Clinical Assistants or your fellow AA.
Who are the people that can assist you transporting parents/visitors to bedspaces during Red Zone?
200
This section of the front desk should be kept clear of clutter and is not intended as a place to store your belongings.
What is the window ledge.
300
The Family Waiting Area, Restrooms and who will be assigned as the patients nurse.
What is three things you can inform the parents of upon their arrival?
300
A physician calls and urgently needs to speak with one of our physicians.
What is forward the call to the physician, if they do not pick up, attempt to overhead. If still unreachable, take the contact name and number and offer to forward to Page Operator.
300
You calmly explain the the doctors are giving report to the nurse for the patient and the patient is getting settled into the bed space. If necessary call the charge nurse or bedside nurse for further assistance.
What do you do when a parent/guardian is anxious or irate and demands to go back to be with their child (patient)?
300
The nurses are currently giving report and are having a distraction free time, we will walk you back to the bedspace.
What is your reaction when a parent/visitor arrives during Red Zone?
300
Page or call ESD for a cleaning
What to do if the front desk floors are dirty?
400
You walk away from the desk and let your fellow AA know you have an important call to take.
What is the appropriate action for receiving for a personal call.
400
I want to speak with the doctor who cared for my child last [week/month/year].
What is take the patient's name, place the caller on hold, call the physician and inform them of who is calling before transferring the call.
400
Visitors/family engage in a verbal or physical altercation, you call security and inform the charge nurse.
What is the correct course of action for an escalated incident?
400
Mary Erbafina, Virginia Leon and Lauren Bombardier
Who are the Red Zone team leaders.
400
I have broken equipment; a clean bed in the hallway to be removed or need a wheelchair delivered. What should I do?
What is use the Distribution Online website to remove/deliver equipment.
500
The Center for Families
What is the department where parents can find access to sleep spaces, information on there child's condition or treatment, family support and a general resource for parents while they are here and even after they leave.
500
Unfortunately the nurses are giving report and are in a distraction free time--can you call back after 7:45 A.M. or P.M. unless this is regarding a panic value?
What is how you triage calls for nurses during Red Zone?
500
Unfortunately the nurses are in a distraction free time and are giving report during shift change. It may take additional time before the nurse is ready for visitors.
What is you response to a parent/visitor arriving to visit with a new admission during Red Zone?
500
7:00-7:45 A.M. or 7:007:45 P.M.
What is Red Zone Distraction Free Time?
500
Take all of your belongings (including food and beverages) and wipe down your work space.
What you do to the desk before leaving your shift?
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