PATIENT EXPERIENCE: Language of Caring Update–Communicating with CARE in Service Recovery

Language of Caring Update–Communicating with CARE in Service Recovery

We build relationships with patients and families when we connect with them at an emotional level. Our “heart skills” from the Language of Caring enable us to connect with the patient when responding to a concern or failure in service.

We strive to do it right the first time, yet when there is a breakdown in communication, a piece of equipment or a process where a patient or family member expresses disappointment, dissatisfaction or inconvenience, we have an opportunity (we get a second chance) to make it right and respond with CARE. 

Connect:          

Practice presence. Make eye contact, introduce yourself and your role. Fully focus on the individual to listen                               and to understand the situation.

Apologize:

Embrace the blameless apology; we apologize on behalf of the organization for the situation or concern                                     expressed.

Respond:

Respond with empathy by acknowledging feelings and expressing positive intent. “Here is what I am                                 going to do…”

Evaluate:          

Evaluate and close the loop. Are you able to assist or can you find the right person who can? Is the situation                                   resolved?  Offer the gift of appreciation by thanking individuals for bringing a concern to your attention.

Remember: If someone brings a situation or concern to us, we own it. We should attempt to resolve the issue ourselves, but if we are unable to do so, we need to find someone who can assist us.

In the event that you need additional assistance, Marianne Monek, director of patient relations, can help. She can be reached at x4267.

 

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