Integrity
The first greeting of the day
What is Hello/Good Morning?
Asking assistance to visitors or patients
What is How May I help you?
Phrase used to encourage people to seek answers by asking any question without shame
What is "There are no silly Questions"
A time period when you are expected to provide an answer/results
What is a Time Frame
A simple but polite expression used to acknowledge a service, or compliment, or accepting or refusing an offer.
What is "Thank You"
That person who does not display genuine ICARE at the Office.
Who is Dwight on the sitcom The Office?
One compassionate way to hear people out.
What is Actively listening/?
OR
What is listening without interruptions?
A sincere way to say “I’m sorry” by showing compassion
What is to give an apology
Circling back to the patient/staff to ensure that they know you are still working on their issue
What is To Follow-up/Follow through
Direct influence on an organization's reputation by patient and family experience to return
What is Recommend the hospital?
2 friendly ways of communication using body language
What is smiling and providing eye contact?
System greeting to end your conversation via telephone or in-person
What is "Thank you for choosing NYC Health + Hospitals/Bellevue?"
Taking ownership of your actions, admitting mistakes, and striving to improve your performance.
What is to be accountable
To be frank and honest with someone even if you do not have the answer
What is to be Candid?
The measurement to monitor patient experience that helps identify priority areas for improvement
What are Quality Indicators?
To initiate with Integrity
What is to be proactive and offer to assist patients/staff/visitors?
It's highly likely to boost patient experience scores pertaining to interactions with staff.
What is: An engaged staff?
A CMS-mandated, standardized national survey that measures patients' perspectives on hospital care.
What is Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)?
A communication style based on body language that can come across as negative in some cultures but positive in others
What is Crossing your arms? OR
What is direct eye contact?
The transfer of care/services from one professional to another
What is A Warm Handoff
Aspects of healthcare delivery that patients value highly when they seek and receive care
What is Patient Experience
A way to connect with compassion on a higher level.
What is to practice empathy?
Active engagement with patients, their families and/or staff to elicit service recovery and gain their perspective
What is Rounding? or What is iRounds
Complete tasks before the timeline you agreed on
What is to Commit to under-promising to allow for over-delivering
A Department Providing: Service Recovery Support and Rounding to Patients and Staff; Trainings, Feedback & Data Analysis; Understanding patient and staff needs; Guides Improvement Processes & Champions Co-Design and Person-Centered Care
What is the Bellevue Care Experience Department?