Standard Four: (C.O.M.M.U.N.I.C.A.T.E.)
Always Utilize Effective Communication
The goal of communication is to understand and to be understood. Active communication involves everyone’s participation. We must be committed to listening attentively to our customers in order to fully understand their needs while maintaining patient confidentiality and safety.
Call light responsiveness:
- All MHS employees (clinical and non-clinical) are responsible for answering call lights within 3 minutes.
- Answer call lights in a way that demonstrates the care, courtesy and respect our customers deserve.
- Knock, introduce yourself and ask, “How may I help you?”
- Assess their needs; follow through with their requests. When unable to personally meet the needs of the patient, convey the message to the proper caregiver in a timely manner.
Opportunity to make a favorable impression:
Elevator Etiquette
- Our customers always have the right-of-way when entering or exiting elevators and navigating hallways.
- When transporting patients in wheelchairs or stretchers, always face them toward the elevator door. If necessary, politely ask others to wait for another elevator.
- Allow people with special needs to be near the elevator door. When appropriate, assist them on and off the elevator.
- Maintain HIPAA Guidelines. Safeguard patient confidentiality. Never discuss patients or their care, hospital business or private information while in the elevators.
Telephone Etiquette
- The MHS policy is to answer the phone politely and professionally within three rings. Identify your department, state your name and ask, “How may I help you?”
- Speak clearly, follow through with the caller’s request and obtain the caller’s permission before placing him or her on hold.
- Callers placed on hold will be acknowledged at least every 60 seconds, given the status of their call and asked if they would like to continue on hold.
- Inform customers of the extension where you are transferring their call.
- Upon completion of the conversation, ask, “Is there anything else I can do for you?”
- Avoid side conversations while you or others are on the phone. Your caller deserves your full attention.
- Maintain patient confidentiality by following HIPAA Guidelines.
- To ensure patient safety, telephone orders are to be “read back” verbatim to the practitioner who initiated it and document “read back” in the medical record.
In Person
- Initiate a friendly greeting with immediate eye contact. Smile, introduce yourself and ask, “How may I help you?”
- Attempt to avoid answering the phone while you are assisting a customer.
Meeting Etiquette
- Begin and end meetings on time and have an organized agenda. All participants should be prepared for the meeting.
- Notify Team Leader in advance if you cannot attend.
- One person should speak at a time. You may agree to disagree.
Record minutes of the meeting. - All phones and pagers should be turned off or put into “vibrate” mode.
Minimize delays:
- Provide prompt service. Hospital delays should not exceed 15 minutes.
- Keep patients and their family comfortable and informed. Update them periodically and apologize for any delays.
Make the patient a part of the decision making process:
- Assess the situation to ensure the patient’s safety
- Explain everything you can, encourage questions and provide the customer with choices.
Use the customers name whenever possible:
- Address the patient professionally: “Mr.,” “Miss,” or “Mrs.” will be used — unless the customer invites you to use his or her first name.
- Never use familiarities such as honey, sweetie, dearie, etc.
Noise level awareness. Keep the noise level to a minimum:
- Always maintain a safe noise level so that clinical alarms may be heard.
“Is there anything else I can do for you? I have the time.”
- Try to anticipate the customer’s needs.
“Confidentiality- privacy, modesty, and dignity:
- Maintain patient confidentiality by following HIPAA Guidelines.
- Display concern for your customers’ privacy. It conveys your respect for them. Always knock and announce yourself before entering.
- Always offer and inform patients that you are closing doors or curtains for their privacy.
- Provide sheets or blankets when transporting patients.
Avoid criticizing, condemning, and complaining:
- Manage up your coworkers and customers.
- Always speak positively. Treat others, as you would want to be treated.
Take the time to listen. Avoid interrupting or finishing sentences for others:
- Listen first. Be sure you understand the customer’s words, intent, and feelings.
- For everyone’s safety, validate what you heard the customer say by repeating it in your own words. Take whatever action is necessary.
- Be diplomatic. Never argue with the customer.
Education and information. Use language and terminology that is easily understood when giving patients information:
- Reinforce verbal instructions with written materials whenever possible, and document.
- To ensure everyone’s safety, arrange for an interpreter, amplification device, closed caption television, etc., as needed.