HERRINHOSPITAL
SCRIPTING & SERVICE
#1
Principle: Service to the customer means service to the patient, family, physicians, other staff members/co-workers, vendors, volunteers, etc. ANYONE who walks through our hospital.
Behavior: Establish eye contact, smile,
SCRIPTING: say "good morning, good afternoon"
#2
Principle:Recognize that our customers may not be familiar with our environment.
Behavior: Offer to assist our customers in finding their way to the destination. Escort them if needed, rather than giving complicated directions.
SCRIPTING:
"Can I help you find something?"
"You look lost, can I help you find your way?"
"Are you finding everything you need?"
#3
Principle: Good Customer Service begins with identifying yourself – every patient – every time! Introducing yourself and each other (such as the oncoming shift) assists the patient/family in awareness of a transition and makes them feel comfortable, informed. It gives them a person and name to 'connect' with. It also makes Y-O-U, more accountable for your actions, words, and manners!
Behavior: Wear your Name Badge in full sight – be sure it is showing your name.
SCRIPTING:
" My name is ------. I'll be your nurse/cna/physical therapist until ------(time) today."
#4
Principle: Introduce the oncoming shift to your patient and their family when possible. Always introduce "up" to let the patient and family know that we are a TEAM that works together. This reassures them that EVERY ONE OF US will provide them with Excellent care!
Behavior: Introduce your co-workers with genuine directness. Look the patient/family in the eye, and mention to them that they will be cared for by this next shift.
SCRIPTING Examples:
"Mrs. Jones, I'll be giving report to Heather. She is the next nurse caring for you and she'll be caring for you until 11:00 o'clock tonight. You'll be in good hands with Heather."
"Mrs. Jones, Josh is here to take you down for your MRI. He's going to make sure you get down there safe and sound, and I'll see you when you get back up here ok?"
"Mrs. Jones, Nicole is going to be taking over your care in a few minutes. We're going to take the next 15 minutes to discuss what's been going on this shift then she'll be in to introduce herself. I think you're going to like her – she always gives such good care."
#6
Principle: As Healthcare Providers, we understand that delays may be unavoidable, but it is our responsibility to our customers, to keep them informed so that they understand too. An informed patient or family member feels communicated with, understood, and is able to manage their anxiety better. We expect patients and their families to be kept informed of wait times.
Behavior: Recognize that the patient has expectations. Check with them about their expectations. Communicate directly. Don't procrastinate if you
find out the wait time is going to be lengthy. Don't promise things you can't deliver. Empathize with their feelings.
*(Be cautious about offering food as the patient may need to be NPO)
Scripting Examples:
"I need to let you know that your procedure has been delayed."
"I know it is hard to wait. Could I offer you a magazine to help the time pass more quickly? "
"I'll definitely keep you posted about how much longer it will be."
"What can I do to help you since I'm sure you didn't plan on being her this long."
"Is there anyone you would like me to notify that your procedure has been delayed?"
"We appreciate your patience so much. "
#7
Principle: Keeping the patient and/or family INFORMED about decisions regarding their treatment is a continuous and ongoing requirement. Every department has a responsibility to keep the patient and/or family informed in order for them to feel they are a partner in their own care. All staff directly involved in Patient Care is responsible for keeping the patient/family informed of anything that might impact them.
Behavior: Housekeeping notifies the patient of a wet floor; lab notifies the patient that they will need to get a blood test before drawing blood; respiratory therapy discusses with the patient when they will be receiving their respiratory treatments; nursing discusses with the patient of the overall plan for the day – tests, vital signs, dietary changes, plan of care; CNA's discuss with the patient the timing of their bath and linen changes, safety measures; engineering notifies the patient of their work on the heating/cooling of the room; imaging notifies the patient of an upcoming procedure and their preparation for the test; therapy, case management, social services all discuss their plans with the patient and/or family.
The Result is a patient and family awareness that "HH staff is working together for delivery of their care".
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