ACKNOWLEDGMENT INTRODUCTION/WELCOME DURATION/TIME EXPECTATION EXPLANATION THANK YOU

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1 ACKNOWLEDGMENT Make eye contact Smile Stop what you are doing and focus on the patient INTRODUCTION/WELCOME Introduce yourself and welcome the patient State your name, department, and your role in the patient s care DURATION/TIME EXPECTATION Explain How long the procedure will take How long the test or interaction itself will take How long the patient can expect to wait to get the test results EXPLANATION Explain The test or procedure The role of involved medical staff If the test or procedure will cause pain or discomfort, or if any post-procedure instructions are necessary Offer to answer any concerns or questions, or resolve any complaints THANK YOU Say, Thank you for choosing St. Luke s for your healthcare needs

2 ACKNOWLEDGMENT As a St. Luke s employee committed to patient care, acknowledge the patient every time you meet. STOP what you are doing and provide a visible sign that you are focusing on the patient. Do this by calling the patient by name making eye contact smiling St. Luke s is committed to providing the best possible patient care. When you acknowledge the patient,

3 INTRODUCTION/WELCOME WELCOME the patient to St. Luke s, and extend a warm greeting INTRODUCE yourself by name and title State and explain YOUR ROLE in the patient s care Offer your ASSISTANCE to help make the patient s visit pleasant St. Luke s is committed to providing the best possible patient care. A good patient experience leads to a favorable recommendation of St. Luke s to family and friends. When you introduce yourself to the patient,

4 DURATION/TIME EXPECTATION Inform the patient of duration/time expectations by: Explaining how soon you will get back to him/her. For example, if you need to leave the room to get a medication, state, I will be back with your medication in five minutes. If you are asked to return a phone call to a family member, state, I will call this afternoon. Then follow up by calling the same afternoon. Explaining the typical time for each part of the appointment. For example, As soon as the doctor finishes in the next room, he will be in to see you. If a patient has a procedure scheduled, state, Typically, the amount of time required for this test is 20 minutes. I will keep you informed of when you are scheduled. St. Luke s is committed to providing the best possible patient care. Remember, what you may consider to be routine may be a first-time experience for the patient. When you inform a patient of how long something will take or how long he/she may have to wait,

5 EXPLANATION When working with a patient, please: Explain who will be involved in providing care. Speak positively about the next provider. For example, Dr. X has been a pediatrician for 17 years and is highly skilled in her field. Explain the test or procedure. This is a common procedure. It is a screening that rules out If the test involves some discomfort, explain and describe it. Share any helpful hints about the test or procedure. If follow-up information is required, explain and review the steps to be followed. Offer to answer any questions or concerns and resolve any complaints. St. Luke s is committed to providing the best possible patient care. When you take time to explain what is happening to the patient,

6 THANK YOU When working with patients, show your gratitude for the opportunity to serve them by: Exercising courtesy by using the words PLEASE and THANK YOU. Saying, Thank you for the opportunity to care for you upon greeting a patient. Expressing, Thank you for choosing St. Luke s for your health care when your service is complete. Thanking one another for the services provided internally to support patient care. St. Luke s is committed to providing the best possible patient care. When you say thank you to the patient,