Service Excellence
The tool used with every Patient
What is CONNECT ?
Contact
Opening
Name/title
Needs
Closing
Thanks
The tool used when we do not meet the patients' expectations
What is LAST
Listen
Apologize
Solve
Thank
The number of languages we currently send the survey out in
What is 4
What not to call the patient
What are nicknames i.e honey, sweetie
The top complaint patients have in Ambulatory Health Services
What is long wait times
The percentage of Patients that receive a survey in Ambulatory Health
What is 100%
The tool used when patients speak other languages
What is the Translator phone
The most effective way the health care team can meet the needs of the patient
What is effective communication
The place where the results of the survey is discussed
What is staff meetings or huddles
The proper action to take when a patient expresses sadness about the loss of a pet
What is listen or express empathy
The best way to satisfy a patient with a complaint
What is help solve the problem or find someone who can
The way patients are notified a survey is going to be sent out
What is an information card/packet
The best thing to do when the Physician is running late
What is share expectations and time frames with delays
The most effective way to de-escalate a patient who is very upset
What is sit at their level and make eye contact
The best way to engage the staff in the patient experience improvement work
What is Reward and recognize the good work we do