Customer Service
Standards of Behavior
ICARE
HCAHPS/
Standards of Behavior
Pot Luck
100
Alice Adams
What is the name of the CEO?
100
 Smile  Hallway greetings  Apologize for problems or inconveniences  Be professional
What is Attitude?
100
Explain your role in his/her care.
What is Introduce or I in the ICARE Acronym?
100
Hospital Consumers Assessment of Health Providers and Systems stands for?
What is HCAHPS?
100
 Reduces patient anxiety  Improves compliance  Improves clinical outcomes  Increases patient perception of care  Reduces complaints
What is managing up self?
200
• The ability to provide a service or product in the way that it has been promised • About treating others as you would like to be treated yourself • An organization's ability to supply their customers' wants and needs
What is the definition of customer service?
200
 Way finding  Walk customers to destination
What is Communication?
200
Call the patient by his/her preferred name.
What is letter C of ICARE Acronym?
200
 Communication with Doctors  Communication Nurses  Pain Management  Cleanliness and Quietness of the Hospital Environment  Responsiveness of Hospital Staff  Communication about Medication
What is a type of questions asked on the HCAHPS/ What is composite overview of HCAHPS?
200
 Attire  Neat and clean  Use good hygiene  No excessive or large jewelry  Badge
What is Appearance?
300
 Patients  Vendors  Co-workers  Other departments  Physicians
What is the customer?
300
 Treat every co-worker with courtesy, respect and honesty  Never say, “I’m not your nurse” or “It’s not my patient” or “It’s not my job”.  Lend a helping hand/offer help to others  Answer call lights
What is Teamwork?
300
Sanitize your hands in front of the patient.
What you should do before entering or leaving a patient's room?
300
 Attitude  Communication  Teamwork/commitment to coworkers  Safety  Appearance  Privacy/confidentiality  Responsive/customer waiting  Ownership
What are the standards of behavior?
300
 2 patient identifiers  Ask the patient to tell you their o Name o Date of birth
What you should do before giving any patient a medication? or What is a National Patient Safety Goal?
400
 When you meet a customer for the first time, smile, establish eye contact and introduce self  Ask how to pronounce name  Before you conclude any customer interaction, ask “Is there anything more I can do for you?”
What is best customer service practice?
400
Together Everyone Achieves More
What is the acronym of TEAM?
400
Use of appropriate touch
What is letter A of the ICARE Acronym?
400
 Answer patient calls promptly  Let them know when you will be returning  Follow up  Apologize for all delays in providing service  Be empathetic to customer’s feelings
What is responsive?
400
 Patient feel better about their next care giver  The patient feels more at ease with the handoff, thus their coordination of care  Coworkers has a head start in winning confidence  Reduces complaints
What is managing up co-workers?
500
 It’s not my job. I can’t help you.  “I’ll be back in a minutes” (return 30 min. later)  Sighing or eye rolling when asked to do something  Complaining to customer about other departments, co-workers or the company.
What is worst customer service practice?
500
 Remove malfunctioning equipment and report them to maintenance/biomed  Kept floors clutter free  Bed in lower position  Call button within reach  Walking devices within reach
What is Safety?
500
Each day compliment another care giver to a patient
What is letter E of the ICARE Acronym? / What is managing up?
500
 Do not discuss patient information in public areas  HIPAA  Knock before entering a room  Pull privacy curtains  Be aware of “treatment in progress” signage on doors on the in-patient unit
What is privacy?
500
 Explain the reason  Show empathy  Let the customer know what you can do (offer an alternative solution)
What is the necessary steps to take when you can’t fulfill a customer’s request?
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