Core Values
Advocacy
Ambassadors
Ochsner Facts
Name that Skill
100

I respect the dignity and needs of patients, customers, families and guests. I work with purpose to make a meaningful difference in the lives of those I serve.

What is Patients First?

100

This document should be sent to a patient within 7 business days of a grievance being opened.

What is an acknowledgement/ 7-day letter?

100

This platform is used by staff, leaders, and ambassadors to input feedback and the number of patients they have seen.

What is iRound?

100

These clinics are geared toward geriatric patients. 

What are Ochsner 65 plus clinics?

100

Restores trust and confidence in our ability to get it right. Usually happens after a patient expresses a concern.

What is Service Recovery? 

200

I have the courage to do the right things, at the right time, for the right reason. I hold myself and others accountable for delivering on our promises and commitments

What is Integrity?

200

These options are available when a patient has demonstrated inappropriate behavior or communication to providers and staff

What is a partnership agreement or Seek Care Elsewhere?

200

This tool should be consistently updated by staff during each shift.  

What is a Communication Board?

200

Name the current and previous CEOs of Ochsner within the last ten years.

Who are Pete November and Warner Thomas?

200

The ability to talk a patient down if they show signs of anxiousness or defensiveness.

What is De-escalation? 

300

I look for opportunities to help patients, customer, guests and team members and make a conscious decision to have a positive, willing and flexible attitude in each interaction.

What is Compassion?

300

What is the level of Acuity Level? 

Cases when patients use trigger words, known complications, threatens legal/LDH or needs PI review.

What is acuity level 3?

300

True or False: 

Only Ambassadors are responsible for consistently rounding on patients.

What is False? 

Members of the care team and leadership are also responsible for producing positive outcomes by consistently rounding.

300

The AVP of our department.

Who is Liddy Deacon?

300

Going to check on patients to collect information on their experience.

What is Rounding? 

400

I work to exceed the expectations of my patients, customers, guests and team members.

What is Excellence?

400

A patient submits this form when they feel information is incorrect in their medical record. 

What is a Patient Amendment Request?

400

You are entering a patient room that is under contact precautions. Name 3 types of PPE you may have to use. 

What is gown, mask, and gloves?

400

These 5 states contain Ochsner hospitals and/or clinics.

What is Louisiana, Mississippi, Florida, South Carolina, and Alabama?

400

The ability to take on another's perspective, to understand, feel, and possibly share and respond to their experience

What is Empathy?

500

I treat all people with dignity, celebrate individual differences and take the initiative to understand and show respect for others' experiences, needs, values and skills, especially where they differ from mine.

What is Inclusivity?

500

Complaint or Grievance? 

A patient's daughter contacts Advocacy to express that her father is inpatient, unable to speak for himself, and shares numerous concerns ranging from being left soiled to medication issues. She also shared that when an aide came to change the soiled linen the patient fell out of bed.

What is a grievance?

500

A Patient survey sent that allows patients/or family to share about their experience during their recent hospital stay. And what does the acronym mean? Must get both right!

What are HCAHPS?

Hospital Consumer Assessment of Healthcare Providers and Systems.

500

Name the Founding Fathers of Ochsner Clinic Foundation.

Who is 

Dr. Alton Ochsner

Dr. Guy Caldwell

Dr. Edgar Burns

Dr. Francis Lejeune

Dr. Curtis Tyrone

500

Training solutions that create an environment of safety, where staff have the skills to confidently recognize and prevent incidents of violence among patients, families, and visitors.

Most leaders and security team members have undergone this training.

What is CPI (Crisis Prevention Intervention)?