1. LifeBridge Health
Sinai Hospital
Orientation

2. Sinai Hospital Distinguished Service

3. 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
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4. Distinguished Service
Characteristics of Great service

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

6. Characteristics of great service
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
PERFORMANCE
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

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

8. Characteristics of great service
INTEGRITY
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
TEAMWORK
Work together, win together
Consistently contribute to and participate in team decisions
Assume the best of intentions and support each other

9. Knowing and Respecting
Knowing and Respecting Patients’ Rights Demonstrates Distinguished Services
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
Right to information
Right to refuse treatment
Right to privacy
Right to personal choice
Right to voice disputes and file grievances

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

11. 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!

12. 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!

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

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

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

16. 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.

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

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

19. Recognizing Distinguished Service
At LifeBridge Health we recognize exemplary service by acknowledging our staff. Here are 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”

20. YOU are the Patient Experience

21. 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.”

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