Show:
C
A
R
E
WOW
100
The C of the CARE standards.
What is Communication?
100
The A of the CARE standards
What is Attitude?
100
The R of the CARE Standards.
What is Responsiveness?
100
The E of the CARE Standards.
What is Engagement?
100
The aim of Service Excellence is that all patients, family members leave saying this.
What is WOW!
200
The N of NODS
What is Name?
200
The quick, stand up meeting for all Avera system employees.
What is DLU?
200
Quarterly events for staff that allow them to know more about the organization and our senior leaders.
What are the Employee Forums?
200
The other major initiative named at Avera McKennan.
What is Process Excellence?
200
One way to protect patient privacy.
What is pull the curtain, log off your computer, hold conversations in private?
300
The first step of Service Recovery.
What is the Blameless Apology?
300
The # of keys to Excellence.
What is 5?
300
The card that can be filled out regarding a co-worker's behavior that is over and above the CARE standards.
What is a 5 star card?
300
The S of NODS.
What is smile?
300
One way to be a great communicator.
What is listen, not interrupt, tell the patient what you're doing and how long to expect, tell about their medications, avoid medical jargon?
400
The computer program for staff to submit ideas for improvements.
What is Bright Ideas?
400
Official name of the initiative aimed at the WOW experience.
What is Service Excellence?
400
The federal survey that a sample of our patients fill out regarding their perception of their experience.
What is HCAHPS?
400
Unofficial gospel name for treating others as you would like to be treated.
What is the Golden Rule?
400
The expectation of staff when you encounter a lost customer?
What is walk them to their destination?
500
Where your name badge should be worn.
What is above the waist?
500
One way you can demonstrate hospitality.
What is demonstrate a welcoming presence, be the first to greet others, smile, be accessible and approachable, be positive?
500
One way you can contribute toward keeping our facility clean and safe.
What is pick up trash, wipe up spills, put away clutter?
500
One way you can demonstrate a commitment to your co-workers.
What is show courtesy, respect and appreciation, talk to the appropriate person about concerns, help your co-workers to be the best they can be, demonstrate teamwork, recognize others for their contribution.
500
One way you can demonstrate stewardship.
What is speaking positively of other employees and departments, promote Avera in a positive light, establish good working relationships, use time effectively and efficiently as possible, reduce waste, or use supplies and resources as if you had paid for them.