Community Cares
Community Cares is our culture
•An unwavering organizational commitment to
excellence
•The creation and development of role models
•Measurement of organizational progress
Community Cares
•Engagement and support of all employees
•Culture built around service
•Dedication to patient satisfaction
•Accountability for performance AT EVERY
LEVEL
•Behaviors and goals aligned with the values and
mission of the hospital
Community Cares
•The employee’s role is foundational in creating
operational and service excellence
•You set the tone for how care is to be delivered
•Don’t stand on the sidelines – assume personal
responsibility for how care is to be delivered
Community Cares Culture
Standards of Behavior
•Align desired behaviors with hospital goals and
desired outcomes
•Hold an employee forum to introduce the
standards and ask everyone to sign the
Community Cares Pledge
•Hold people accountable when they violate a
standard
•Create a designated “Standard of the Month”
•Have new applicants sign it right up front
Community Cares Culture
Standards of Behavior
•Attitude
•Appearance
•Commitment to Co-workers
•Communication
•Customer Waiting
•Privacy
•Responsiveness
•Safety Awareness
•Service Recovery
•Sense of Ownership
•Community Cares Pledge
Community Cares Culture
Standards of Behavior
•When everyone is adhering to the right
standards and working toward a common
goal….
•Morale improves
•Job performance improves
•Customer satisfaction improves
•Profitability improves
Attitude
•Be positive, greet people and smile
•Do not treat patients as they are an interruption
to your work-they are the reason we are here
•Promptly welcome customers in a friendly
manner, smile and introduce yourself
•Use Key Words at Key Times. End each
conversation with, “Is there anything else I
can do for you?”
•Use AIDET to reduce patient anxiety
•Thank customers for choosing our Hospital
Appearance
•Wear ID badge at all times
•Wear professional attire-this reflects respect for
patients, their families, co-workers and the
community
•Return equipment to its proper place to ensure it
is available for the next person to use
•Keep your work area clean, pick up litter and
dispose of in a proper manner
Commitment to Co-Workers
•Welcome new employees. Be supportive, offer
help.
•Treat every co-worker as a professional
•Use Key Words at Key Times to manage up
yourself, co-workers and other departments
•Be honest and kind in all interactions
•Respect obligations to co-workers
•Treat co-workers as customers
Communication
Greetings and Introductions
•Greet everyone with a friendly, “hello”
•Use the “Hello Principle” by acknowledging
anyone within 10 feet of you and verbally
acknowledging anyone within 5 feet of you
•Maintain eye contact when speaking with others
and listen in a way that shows them you care
•Everyone will use Key Words at Key Times and
AIDET with patients and customers
•Use please and thank you when appropriate
•When Hourly Rounding, we will ask the
appropriate questions and perform the eight
steps
Communication- continued
Giving Directions
•Actively seek out customers needing assistance
and ask them, May I help you?”
•Personally escort those individuals to their
destination and when you leave, ask, “Is there
anything else I can do for you?”
•If you are unable to assist them to their
destination, be sure to take them to someone
who can.
Customer Information and Education
•Use easily understood and appropriate language
when giving patients information about health,
special diets, tests, procedures or medications.
•If using white boards, make sure boards are currently
updated and HIPAA appropriate.
Communication- continued
Telephone Etiquette
•Answer the phone courteously, within three rings.
•When answering the phone, identify yourself with
your name, department and ask, “How may I
help you?”
•Use your most pleasant voice; it reflects your
personality. Smile when you pick up the phone.
•Ask the caller’s permission before putting them on
hold and be sure to wait for an answer. Thank
the caller for holding when you return to the
line.
•Return calls promptly within 24 hours
Email Etiquette
•Keep messages brief and to the point.
•Use sentence case, the combination of uppercase and
lowercase letters.
Elevator Etiquette
•Use the elevator as an opportunity to make a
favorable impression. Smile and speak to fellow
passengers.
•Never discuss patients, their care, hospital business or
co-workers personal issues on elevators or where
others can hear your conversation.
Customer Waiting
•Keep patients and families informed about the
process and anticipated wait times
•Rounding in waiting and reception areas at least
every hour
•Using Key Words at Key Times to keep
patients/family members/visitors informed
•Notify patients and families if there will be a delay
•Provide a comfortable and friendly atmosphere for
waiting customers
Privacy
•Knock before entering a patients room
•Introduce yourself and use Key Words at Key Times
•Close curtains during examinations, procedures, etc
•Provide proper sized gowns for patients
•Communicate in a private manner
•Remember to explain to patients the whys!
Responsiveness
•Be proactive in offering assistance
•Treat all customers as a priority
•All nursing staff will proactively see to patient needs by
participating in Hourly Rounding
•Acknowledge each customer if more than one is waiting
•Answer call lights promptly
•“Is there anything else I can do for you before I
leave?”
Safety Awareness
•Follow all hospital safety rules and policies
•Use Key Words at Key Times and AIDET to describe
medication to be given, how it will make the patient feel
and possible side effects
•Be aware of potential hazards
•Report any safety issues immediately to a supervisor or
security
Service Recovery
•To reverse a potentially negative situation use ACT:
•Apologize: Acknowledge and Apologize with no
excuses; Listen to the complaint; thank the
customer. “I’m sorry we didn’t meet your
expectations of very satisfied care.”
•Correct: Correct the issue or make it right.
•Thank: Thank the customer for bringing this to
your attention; Always end with, “Is there
anything else I can do for you?”
Sense Of Ownership
•Be accountable-understand your responsibilities and
accept them
•Take pride in what you do
•Pay attention to detail
•Follow policies
•Demonstrate Fiscal Responsibility
•Create a culture that helps people feel appreciated,
included and valued
Community Cares Pledge
•All leaders and employees to sign
•Demonstrates commitment to our Community Cares
culture
•Your signature validates your acceptance to these
standards
Community Cares Pledge
Our commitment to our Community Cares Culture is reflected by our
employees, volunteers and physicians creating a great place for
employees to work, physicians to practice medicine, and patients
to receive care.
The standards of behavior will make these values visible in our
attitudes and in our work. They are used to guide our behavior in
creating and maintaining a culture and practice of outstanding
service to employees, physicians, patients, families and visitors.
Many of the standards are second nature; they are examples of
courtesy and respect to one another and the customers we serve.
However, adopting them as required behaviors provides clear
expectations to every employee.
Community Cares
Post Test
1. When answering the phone, identify yourself with your name, department
and ask, “How may I help you”?
True
or
False
2. Our service recovery model is:
HEART
STEP
REACT
ACT
3. It is acceptable to discuss patients, their care, hospital business or co-workers
personal issues on elevators if you are on the elevator with another coworker?
True
or
False
4. How many standards are a part of our Community Cares Cultures?
4
10
8
7
5. Which standard is NOT part of the Community Cares Culture?
Privacy
Service Recovery
Time Awareness
Responsiveness
6. All employees will be held accountable for the standards outlined in our
Community Cares culture?
True
or
False
7. Marking yes validates our acceptance to these standards mentioned in this
module and your continued practice to demonstrate them will lead us to our
service excellence.
Yes
or
No