Taking care of our patients includes fostering a warm and welcoming environment, especially for those who do not want to be in a doctor’s office or hospital. We enable patients and guests to feel as comfortable as possible while they are with us. Helping people feel safe and welcome lies in our ability to communicate appropriately. We are friendly, appear approachable, and give attention to those around us in the event that we have an opportunity to provide assistance to patients, visitors, clinical staff, and others around us. Within 10 feet of any person, smile and acknowledge their presence. Within 5 feet, engage in a simple verbal greeting. Find your Safe Zone: an area where you are safe and encouraged to express frustrations or differences away from where patients and guests could hear or see. Venting diminishes patient confidence in safety and quality. Clinical staff and providers can be distracted by complaints while they are focused on getting the job done. MAIDET® reduces anxiety, increases compliance, and results in better outcomes. Manage Up by letting the patient know they are in good hands. Acknowledge the patient. Caring Communication
Introduce yourself and anyone else with you. Duration of each step in care is communicated. Explain what will happen during the visit. Thank the patient for coming to Ochsner for their health needs.
Use CARE when a patient, guest, or other person expresses a grievance: 1. Connect with the individual. 2. Apologize for the action or circumstances that have caused distress. 3. Resolve the Issue by employing seeking solutions or assistance if needed. 4. Express Gratitude for communicating the feelings or problem to you.
WHO you are: Provide your name and role with eye contact and a smile. Manage up yourself and others. WHAT you are doing: Tell what you are doing, why, and how long it will take. Ask permission to proceed. WHY it matters: Find out what they are hoping to do as a result/after their care. Express why this visit is important to you.
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