2. Why? To improve the patient experience To support our patient satisfaction scores To increase our ability to provide safe care

3. Paradigm switch Comfort level with being part of customer service Scripting Asking how we are doing Putting ourselves in the customers shoes We can all impact how our customer feels.

4. Key Words and Key Times Carefully chosen words we can use to “connect the dots” and help patients, families and visitors better understand what we are doing – and why. Patients are distracted and frightened and often in pain. They don’t hear what we think we have communicated. KEY WORDS NEED TO BE SIMPLE. Building a mutually beneficial relationship with our patients.

5. Examples of Key Words “I am closing the curtain for your privacy” “I want to make sure you are very satisfied with the cleanliness of your room. Have I missed anything?” “What questions do you have before I leave?” “We are very committed to managing your pain. There are many options and we have all been trained in pain management” “I need to ask you your name and birthdate to ensure your safety”

6. As part of our Team: Acknowledge everyone – visitors, patients, staff Ask people if they need help if they look lost and take them where they need to be – don’t give directions Check on patients left sitting in hallways – are you doing okay?, do you need anything?, are you warm? If a patient or family member/visitor asks you a question, listen and then tell them you will do your best to find out. Offer blanket if they look cold. Say goodbye and thank them when they are being discharged or you are done for the day.

7. AIDET Principles A – Acknowledge I – Introduce D – Duration E – Explain T – Thank Five fundamentals of Service and a good system for applying Key Words.

8. Acknowledge Knock before entering the room Eye contact Call patient by name (last name preferable) Make patient and family feel like you were expecting them Talk to the patient while you are in the room – engage them and their family – they are why were are here and are more than a medical condition

9. Introduce Introduce yourself by name Let the patient know you are a Student Nurse Slow down when you enter a patient’s room

10. Duration How long before you will return? How long will care you are doing take? How long until results will be back (lab/xray areas)? Ask the nurse, US.

11. Explanation and Thank What you will be doing and why What they can expect while they are in your care Thank your patients for choosing SJMC and allowing you to care for them Let them know you enjoyed working with them Thank them for entrusting us to care for them or to care for their loved one.

12. SERVICE RECOVERY with HEART Hear the complaint – ask if upset if you suspect, pick up on signs Empathize. “That would be very frustrating” Apologize. “I’m sorry you were disappointed” Respond. “Here is what I can do” Thank. “Thank you for sharing this with me We want all our customers to have an excellent experience here” If you feel unsure, ask your instructor or Primary nurse for assistance before moving forward. FOLLOW UP with the manager of that area Patient Rep is also available to assist

13. The Cost of A Dissatisfied Customer A satisfied patient will tell 3 others while a dissatisfied patient with access to the internet will tell 1000 others!!!!! For every patient who complains, there are 20 dissatisfied patients who do not complain. Of those dissatisfied patients who don’t complain, only 1 in 20 will return.

14. ATTITUDE Remember to avoid discussions about personal issues or stories when caring for a patient or customer. Including when in rooms, hallways, or transporting. You are on stage all the time – they hear and see everything (body language as well). Patients think everything is about them. Welcome with a smile. No one should feel ignored. Listen closely and avoid unnecessary interruptions. Treat each person with intention and focus – they are your only concern at the moment.

15. Golden nuggets Our patients are not a distraction to getting our work done, they are our work and calling. They don’t care how much you know until they know how much you care We are human beings, not human doers. Doing is defined as performing/implementing. Being is defined as spirit/nature/essence – connect with your patients and family members. Be with them.