Patient Satisfaction Service Standards
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Personal Commitment Agreement
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Goal: Our atients feel safe, comfortable, respected, valued, and prepared to participate in their care.
In order for this goal to be realized, the following guidelines have been developed for staff when interacting with patients, their families, and guests:
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I warmly welcome our patients and their families by smiling, introducing myself, and interacting with them in a courteous manner. My name badge should always be visible. I explain what I am doing and why in a timely fashion. Before leaving them, I may ask patients, "Is there anything else I can do for you?"
I instill confidence in our patients and their families by projecting a professional appearance as defined by our dress code.
I maintain a peaceful, calm, and healing environment by speaking in a quiet tone of voice, respecting patient privacy, keeping the environment clean and environmental odors at a minimum, and maintaining the room at a temperature that is comfortable for the patient. I may say to patients, "I care about your needs and comfort; please tell me if there is anything I can do to help you be more comfortable."
I keep my personal frustrations separate from my patient care or professional activities by never complaining to patients about staffing, equipment, colleagues, or personal issues. I direct my concerns to the appropriate person in a private area.
I relieve fears and anxieties of patients and their families by listening, answering their questions, and explaining procedures. I provide consistent care with sensitivity to the patient’s age, language, culture and other social needs. I involve patients in decisions about their care. I may say, "It's important for me to know how you are feeling right now, because it will help us make decisions together about your care."
I honor our patient's and their family's feelings by acknowledging their perception of any inconveniences, delays, or problems they may have experienced. I may say, "I / we apologize for…" or, "I am sorry we haven't met your expectations."
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