CARES
____ ________ and personalized greeting. Smile, introduce yourself by name and role and invite others to do the same. Learn names and use a patient or family member’s preferred name in the conversation.
What is Warm Welcome?
What is the first person that hears a patient's concern or complaint?
Justice
What is respect?
What is:
Eye Contact
Good morning/afternoon
How are you doing today?
How may I help you?
As a patient what will I see and hear that will make me feel ACKNOWLEDGED?
"We, at CH/NWSH strive to act upon our core values everyday and achieve patient _____."
What is satisfaction?
_________. Demonstrate, through your words or actions, your ability to identify with or understand people’s feelings or experiences and create a connection or bond with that individual to put them at ease.
What is Empathize?
First my manager, then the CNO if necessary.
Who do I contact with a patient concern or complaint?
Understanding
What is active listening?
"I Can’t". "No, It’s not my job/problem". "We’re short-staffed today". "No one told me you were here". "That’s not my patient".
What are things not to say?
This is key to improving the patient experience.
What is communication?
______________ and __________. Clearly explain who you are, how you will serve the patient, and how the patient will benefit. This builds trust on which a plan of care can be established.
What is Communicate and Connect?
After actively listening, __________ for the experience the individual is having. It is not our intent to create additional angst or stress for our patients. Additional listening may be required before apologizing again.
Example apologies include “I’m sorry that we have not provided the service you expected,” I’m sorry that this has happened to you,” or “I’m sorry we have inconvenienced you”.
What is apologize?
What is keeping patients safe, i.e. hand washing?
“What we can do is", "I can find the person who would best help you with that", "I do apologize for the delay”, "What can I do for you right now?”
What are things you should say?
To be treated with dignity and respect. Helpful staff who are easy to talk to. To be listened to carefully regarding health concerns. Their concerns to be taken seriously. An expert who truly cares.
What do our patients expect and deserve?
________the patient’s concerns, questions and needs, both expressed and unexpressed. The key in this step is to listen carefully and to anticipate unexpressed concerns the patient might have after leaving the encounter.
What is Address?
Take action to _______ the issue for the person you are conversing with and for generations to come. Offer appropriate remedy and inform your immediate supervisor or a departmental leader.
Take responsibility by acknowledging the problem, explain what you can do and how long it will take, and keep your promise to follow-through
What is resolve?
Self-Esteem
What is treating each patient as an individual person?
At the end of your visit leave a positive impression with your patient by saying _______ ___!
What is "THANK YOU"?
The reasons why we use CARES values is that it will help the patient and family get meaningful and useful information from us. When this happens, we improve our _________________ ________________ scores.
What is patient satisfaction?
________ and __________. Own the relationship and commit to reassuring the patient that we will do all that we can, and will work together to help the patient get better and engage in their well-being.
What is Resolve and Reassure?
________the patient for entrusting their care with us and invite the patient to call or return for additional education or treatment. In Service Recovery, ________the patient for bring forth their concern.
What is Thank?
Trust
What is building relationships with our patients so they know we are going to do what we say we are going to do?
Positioning yourself and others in a positive light. It aligns your skills and those of your coworker's and other departments to the goals of CH. Creates a good impression of others.
What is "managing up"?
Use of the _________ values by all staff creates a culture where patients feel safe, comfortable and satisfied. Results show that when staff communicate well with their patients, patient satisfaction is improved.
CARES