Patient Care Provided For
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Non-patient care provider
Organizational Expectations
STRATEGIES FOR PATIENT SATISFACTION
The following Strategies for Patient Satisfaction define job performance and patient satisfaction expectations for every AJH employee. We expect that every employee recognizes that his/her job performance, including personal interactions with patients, has a direct impact on patient satisfaction and the reputation of Anna Jaques. In being held accountable for meeting these standards, our employees will ensure outstanding service to our patients and their families and reinforce our commitment to providing the highest quality patient care to the community.
Attitude
Our patients’ most basic expectation is to be treated with courtesy and respect. This commitment is reflected in our attitude and our behavior.
Appearance
We will take pride in our facility and do our part to maintain an uncluttered and litter-free workplace, with no taped or handwritten signs. We will also consider our patients expectations in how we present ourselves
Caring About Patient’s Concerns and Worries
Communication to patients should be delivered with courtesy and care. Close attention is given to both verbal and nonverbal messages and to listening attentively to our patients in order to fully understand their needs, and sympathize with them.
Commitment to Each Other
Providing quality patient care requires the efforts of many different employees, representing every department of the hospital. Each member of the Anna Jaques Hospital team deserves respect from his/her co-workers. Never blame another department or co-worker to a patient.
Patient Waiting
We will always keep our patients frequently and honestly informed of delays and make them as comfortable as possible while they wait.
Confidentiality
We will ensure our patients’ right to privacy. We will treat all patient information as confidential. Discussion of patient matters will be restricted to appropriate situations and locations.
Safety Awareness
It is the responsibility of all employees to do their best to ensure a safe and accident-free environment for patients, their families, and fellow employees.
Sense of Ownership
The reputation of Anna Jaques Hospital depends on each employee, and I will do my part
PATIENT SAFETY
Incorporates Patient Safety Goals in daily work and identifies and reports safety issues to supervisor, Patient Safety Hotline, and/or through the incident reporting process. Supports a culture of patient safety by educating patients and families on the care they are receiving, encouraging them to voice their concerns and informs them how to report related issues.
ATTENDANCE & PUNCTUALITY
Adheres to the hospital’s policies and procedures regarding absences and tardiness. Provides adequate notice when calling out sick and requesting time off
Arrives and departs from work at appropriate time.
At times and when directed, may provide guidance and support to others while acting as a resource, trainer and/or preceptor.