Infection Control
This is performed to prevent the spread of infection.
What is handwashing?
This involves at least two people who are sending and receiving messages to each other. It can be in multiple forms, even at the same time.
For correct billing and chart visit documentation..
What is, why it is so important to pick the correct FIN# (financial or encounter number)
You would use this acronym during a fire to help respond safely and correctly to the event.
What is R.A.C.E.?
These employees are responsible for Service recovery?
Who is everyone?
This is the minimum amount of time needed to was or gel your hands.
What is 15 seconds?
These are rules we must follow that state what information in our offices can be shared and with whom. These include rules for confidentiality and how records are secured.
What is the Health Insurance Portability and Accountability Act or HIPAA?
Focused attention, eye contact with patient/family (not staring), paying attention to persons behavior and body language, tilting the head, paraphrasing, and avoiding interjection of your own stories, are examples of this.
What is empathetic listening?
This color code is used during a possible confrontation by an individual brandishing a weapon or one who has taken hostages within Northern Light-Blue Hill Hospital or its properties.
What is Code Silver?
Responding by saying, "It's not my job".
What is how NOT to respond to an unhappy customers?
Utilizing a tissue or turning into your upper arm, rather than into ones hands.
What is proper cough etiquette?
This is a signed form that a patient signs twice; once indicating they understand they are giving permission for general care and treatments and the second time indicating that you offered them a copy of our privacy policies.
What is a Consent to Care? How often we obtain them depends on practice sites. It is at least annually.
Northern Light Health- Blue Hill Hospital's Risk Manager.
Who is Kara Piper?
This report shall be filled out after any occurrence which results in or could have resulted in injury to an employee.
What is an Employee Accident/incident report via RL Solutions?
Addressing and resolving the customer's issue at the time it is first occurring.
What is the best time/way for service recovery to occur?
You use this disinfectant to clean your signature pads.
What is isopropyl alcohol?
Facing the person speaking, and speak in normal tones, distinctly, and not too fast. Do not yell, turn your back, or ask, "Can you hear me?" or "Do you have your hearing aids in?"
What is communication techniques when speaking to the hearing impaired?
Answering the telephone before the third ring, smiling, introducing where one has called and whom they are speaking with, and "May I help you?", also asking permission to put someone on hold. Listen to the caller without interrupting and never expressing hostility or a negative attitude.
What are examples of proper telephone etiquette?
What is an RL Solution? You may also need to do a Work order for Maintenance for malfunctioning equipment or safety issues.
Poor service recovery even MORE than poor service itself.
What customers have less tolerance for than the poor service itself?
Your action when a patient approaches your desk who is uncontrollably coughing or states "I have been exposed to measles" .
What is to call out back to have the patient roomed right away. You do not want a potentially contagious patient to wait in the lobby with non-contaminated patients.
Email sent within Northern Light health and its member organizations is safe and secure. When sending confidential information, outside the Northern Light health email system you use this phrase in the subject line.
What is "NLH SECURE"? It is not case sensitive. Remember, PHI and PII must ALWAYS be sent secure.
Sending messages without words. This accounts for 90% of all communication. This reveals our innermost thoughts that are often referred to as: anxiety, fear, apprehension, gut feeling, sixth sense, doubt, and/or nagging feelings. Learning to read this and intervening can help de-escalate tense situtions.
What is Non-verbal communication?
This is Northern Light Health- Blue Hill Hospital's Safety Officer.
Who is Larry Merritt?
70 messages to others (verbal, written, etc.)
What is the average number of times one very dissatisfied customer will communicate to others about their negative experience?