The Art of Chill
This is the first and most important step in de-escalating an escalating situation
What is staying calm?
Getting 7 to 9 hours of this each night is a best practice for maintaining focus, memory, and overall cognitive health
What is sleep?
This confidential program offers counseling, referrals, and support for personal or work-related issues
What is the Employee Assistance Program (EAP)?
We perform this essential hygiene task every time before and after entering an exam room and providing direct patient care
What is hand hygiene (or hand washing/sanitizing)?
HCP
What is Health Care Proxy?
Instead of telling a frustrated patient what not to do, de-escalation involves using this kind of language to encourage cooperation
What is positive or supportive language?
This best practice supports hydration, boosts energy, and helps you stay focused—especially important during long workdays or hot weather
What is drinking water?
KGA Employee Assistance Program services are typically available during these hours to accommodate healthcare workers' varying shifts
What are 24/7 or around-the-clock hours?
This blood test can be performed up to four times per year on a patient with diabetes
What is HbA1c?
STARS
What is Safety Tracking and Reporting System?
Standing with uncrossed arms, keeping appropriate distance, and maintaining an open posture are examples of this non-verbal strategy
What is using non-threatening body language?
This practice involves focusing your attention on the present moment, often through breathing or guided exercises
What is mindfulness?
These programs connect staff with trained colleagues who offer emotional support after or during stressful life or work events
What is the Peer Support Program?
Two point of care tests that require a discussion with the provider, based on the CP-20, prior to performing are
What are Rapid Flu and Rapid Covid?
SDoH
What is Social Determinants of Health?
Instead of telling someone what to do, offering these gives them a sense of control and can reduce resistance
What are choices or options?
Practicing this daily ritual of stillness for just 10 minutes can reduce stress, improve focus, and enhance emotional regulation
What is meditation?
When looking for employee assistance, mindfulness apps, yoga, meditation, and other health & wellness benefits, Employees can go to which central online hub for BILH Primary Care staff
What is the BILH Primary Care SharePoint – Employee Central?
To ensure safe and respectful care, the MA should confirm two forms of patient identification and these two personal preferences
What are preferred pronouns and preferred name?
NPO
What is nothing by mouth?
This technique involves acknowledging a person’s feelings without agreeing or disagreeing, helping to defuse emotional intensity
What is validation?
This ancient physical practice involves stretching, controlled breathing, and meditation, and is known for reducing stress and fostering a deeper connection with oneself
What is Yoga?
When healthcare workers need emotional or spiritual support, especially during times of grief or crisis, they can turn to this compassionate resource
What is chaplain support and pastoral services?
This term refers to the procedures, actions, and processes that a healthcare worker is legally allowed to perform based on their professional license, education, training, and experience
What is scope of practice?
EAP
What is Employee Assistance Program?