Life Bridge Health Sinai Hospital Orientation Sinai Hospital

Life. Bridge Health Sinai Hospital Orientation

Sinai Hospital Distinguished Service

Why distinguished service in health care? People will forget what you said. People will forget what you did. But people will never forget how you made them feel. -- Maya Angelou https: //www. youtube. com/ watch? feature=player_emb edded&v=Wl 2_knlv_xw Click on link or paste into your browser

Distinguished Service Characteristics of Great service

Characteristics of great service At Life. Bridge Health, our actions and decisions are guided by these values. Service Performance Innovation Respect Integrity Teamwork

Characteristics of great service SERVICE PERFORMANCE • Exceed customer expectations with high quality service • Respond to customers with an appropriate level of urgency • Keep own emotions from interfering with responding effectively to customer’s needs • Demonstrate accountability and achieve excellence in all that we do • Raise concerns, participate in problem solving, and generate positive solutions • Select most effective approach using all available resources

Characteristics of great service INNOVATION RESPECT • Take initiative to make it better • Embrace change with agility and humor • Encourage creative thinking by soliciting and sharing diverse opinions • Honor the dignity and worth of all with compassion • Listen with purpose, being open-minded and nonjudgmental • Act to protect and do not violate or compromise privacy and confidentiality

Characteristics of great service INTEGRITY TEAMWORK • Uphold the highest standard of ethics and honesty • Assume personal accountability and a conviction to do the right thing • Build trust by taking commitments seriously and follow through to meet them • Work together, win together • Consistently contribute to and participate in team decisions • Assume the best of intentions and support each other

Knowing and Respecting Patients’ Rights Demonstrates Distinguished Services • Right to information • Right to refuse treatment • Right to privacy • Right to personal choice • Right to voice disputes and file grievances • Right to participate in resident and family groups • Right to care and security of personal possessions • Right to freedom from abuse, mistreatment, and neglect • Right to freedom from restraint

Characteristics of great service AIDET is the standard expectation at Sinai for managing our communication. Acknowledge Duration Introduction Explanation Thank you

Service starts with AIDET every time! Acknowledgment Introduction Duration Explanation Thank you Sample: Hello, Ms. Smith. My name is Sara and I will be registering you today. I’m going to ask you for some information so we can make sure your record is up to date. It should only take a few minutes. Thank you for your patience!

AIDET in action Sample: Hello, Mr. Jones. I’m Joe and I will be your nurse this evening. I’m going to be checking on you every few hours to make sure you are okay and have what you need. I’m going to thank you in advance for keeping me informed so I can give you the best care possible! Sample: Good morning, Ms. Davis. I’m your physical therapist, Nancy. This morning we’re going to do an assessment. That means you’ll be doing some exercises that will help me figure out how best to help you get well. It will take about 45 minutes. Thanks for working with me!

Hospital Initiatives that Support Distinguished Service • Purposeful Rounding - RN checks the “ 4 Ps”, (pain, • Leadership Visibility - Rounding • Bedside Shift Reporting • Enhanced Communication of Care • Hiring- based on behavioral Assessments potty, position, possessions - White Boards - Medication Sheets - Road Map • Noise Reduction zones • Staff Education &Training Accountability and Auditing

Making Great First Impressions Were all expected to manage the environment? See Something - Say Something

Making Great First Impressions Who would YOU rather have as your care givers? Looking the part is the expectation!

Dress Code Well-groomed, proper hygiene Clean clothing and shoes Badge at chest level No visible undergarments, tattoos, abdomen or lower back • Moderate use of jewelry and smells (perfumes, etc. ) • Neatly trimmed fingernails (<1. 4 inch) • Lab coats, scrubs by clinical personnel only • • Ask your supervisor about expectations in your area. Employees may be sent home for dress code violations.

How do we measure service? • Patient Satisfaction Surveys – HCAHPS – Press Ganey • Employee Satisfaction Survey • Support Services Survey

How do we measure service? “always” Events: • Consistency • Teamwork • Communication • Patient Education HCAHPS “Top box” counts the “always events. Teamwork makes the dream work.

Recognizing Distinguished Service At Life. Bridge Health we recognize exemplary service by acknowledging our staff. Here a few venues you may hear about: – Staff who receive compliments are entered in quarterly raffle. Twenty winners get $500 each. – LB bucks and other tokens of appreciation. – High performer breakfast or luncheon Most Important “Thank You”

YOU are the Patient Experience http: //bridgenet/main/Patient. Experience. aspx

You are Sinai Hospital “I am a friendly face in times of crisis. ” “Mine is the first and last face some see. ” “I am an expert in my field. ” “I help people. ” “I reassure them. . ” “I keep the patient safe. ” “I comfort and congratulate. ” “I take pride in what I do. ”

Thanks for keeping Distinguished Services High on your things to do?