Welcome to Our Purpose Today Reinforce our understanding

Welcome to

Our Purpose Today • Reinforce our understanding of the BIG(GER) Aim and MERIT Values as foundations for our work • Learn about icare as a framework for compassionate conversation in everyday interactions • Focus on expectations for the Mission Experience • Refresh PEARLS as a tool to respond to heightened emotions • Practice!

Mission Health’s BIG(GER) Aim is to get every person to their desired outcome, first without harm, also without waste and always with an exceptional experience for each person, family, and team member.

Mission Experience Video

MERIT Values Create the Foundation • Mercy – I will be kind to everyone I meet - make eye contact and greet them. • Excellence – I will anticipate each person’s, family’s, and team member’s needs ask “Is there anything else I can do for you? ” • Respect – I will treat others as they wish to be treated. • Integrity – I will do the right thing for each person, family, and team member even when no one is watching. • Teamwork / Trust – I will treat all team members of the care team as valued members.

Compassionate Conversation What do patients need to know to have an exceptional experience? • Who are you? • Do you know what you are doing? • Do you care?

Compassionate Conversation I = Introduce yourself. C = Connect & Communicate what you are doing, what they can expect. A = Ask “What questions do you have? ” and Anticipate needs. R = Respond promptly to any requests. E = Exit after Ensuring needs have been met by asking “What else can I do for you before I go? ”

When Conversations Require More Partnership - “Let’s tackle this together” Empathy - “This must be difficult for you” Apology - “I’m sorry this is taking so long” Respect - “I appreciate your decision” Legitimization - “Anyone would be concerned by this” Support - “I‘ll be here if you need me”