Key Terms
EHR
What is Electronic Health Record?
Giving or exchanging information by talking, gestures, writing, etc.
What is communication?
Essential part of quality healthcare
What is customer service?
Checking patient's name and date of birth
What is patient identification?
HEAT
What is hear, empathize, apologize, and take responsibility?
Initial form of communication
What is verbal?
No waits and delays, pleasant smiles, proper room temperature are all a part of
What is customer satisfaction?
Preferred method of hand decontamination
What is alcohol-based hand rub?
Benchmarking
What is comparing my performance to high-quality performers?
Tone, volume, pitch, range of speech
What is paralanguage?
Best way to gauge customer satisfaction
What are surveys?
Protects me if I am exposed to blood, excretions, body fluids, etc.
What is personal protective equipment?
Surveys
What is the best method to measure customer satisfaction?
Dope, dab, hit me up later, what's up, over yonder, cop a squat, etc.
What is slang?
Acknowledge, introduce, duration, explanation and thanks
What is AIDET?
I issue regulations for workplace health and safety.
What is OSHA?
KPI
What is Key Performance Indicators?
Language, fear, distrust, religious beliefs, age, cultural beliefs, prejudice
What are communication barriers?
patient surveys and reading letters from patients and/or their families
What are two ways to obtaining customer feedback?
Hand hygiene and use of PPEs
What are Standard Precautions?