Citizenship Behaviors
Best Practices
100

Before entering a patient's room, we should always _____

What is knock and/or announce yourself before entering?

100

These individuals can be PX Champions

What is we are all PX Care Champions?

200

True or False: Taking out the headphones is an example of NYP Citizenship Behaviors


What is True?



200

Using the patient's name, making eye contact, and engaging the patient in conversation about non-medical topics are part of this best practice

What is Creating Connections?

300

Our ID badges should be worn above the ____

What is waist?

300

The triple A service recovery tool

What is Acknowledge, Amend, Apologize?

400

At NYP, it is important we greet every person. We should make eye contact within __ feet and smile and greet each other within __ feet.

What is 10? What is 5?

400

A communication method to address an individual's concerns with important information/explanations while also reassuring them of support

What is the Heart-Head-Heart?

500

As employees, we always want to ask this question at the end of each encounter to close the loop

What is "Is there anything else I can do for you?"?

500

Moments that Matter is a Patient Experience marketing tool that creates an opportunity for employees to connect with patients. What are three areas to create a connection with patients throughout our campus?

What is during a PT session, when assisting patient with wayfinding and at Discharge?

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