The Caring Model

• Call our patient or customer by his or her preferred name.
  We recognize and respect the worth of the individual.
• Introduce yourself to the patient and explain your role in his or her care today.
  We believe in and practice open communication.
• Sit at the bedside for five minutes each shift to review care and desired outcomes.
  Every voice counts and everyone's input is valued.
• Discuss procedures, progresses and services with our patient or customer that will occur to attain desired outcome.
  Every voice counts and everyone's input is valued.
• Use touch appropriately: handshake, pat on the arm, eye contact, tone of voice and phone courtesy.
  We treat each other and those we serve with compassion and caring.

Exceptional Customer Service

• Take the time to be polite and friendly. Break the ice, make eye contact, smile, say hello, introduce yourself, call people by name and extend a few words of concern.
• Sound positive, be helpful and listen carefully when communicating in person or on the telephone.
• Look your best everyday and wear your name tag so others can easily determine who you are and where you work.
• Respect a patient's physical privacy and bubble of space and their personal confidentiality.
• Show consideration for patients by keeping noise levels low and create a quiet healing environment.
• Listen carefully and openly to customer concerns and complaints and initiate the "next steps" to solve a problem.