In a healthcare environment, we must always recognize that our customers have an immediate sense of urgency and are entrusting their care, as well as that of their loved ones to us.

That trust of self and time is invaluable and should be respected at all times. Our customers are not an interruption in our workday; they are the reason we chose a career of service in healthcare.

Communicating with a positive attitude projects confidence, elicits trust from our customers, and inspires our colleagues to strive for excellence.

Remember that you are always on stage. There may be an audience near you, so use professional communications at all times.

CONFIDENTIALITY

•  In order to maintain a secure and trusting healthcare and teaching environment, only share and obtain patient information when appropriate and for Treatment Payment & Operation Purposes (TPO).

•  Adhere to HIPAA regulations when communicating Protected Health Information (PHI) verbally, by mail/messenger, phone, fax, or e-mail.

•  Evaluate whether PHI should be shared. If unsure, contact your supervisor or Privacy Officer.

•  Safeguard patient information by securing your system password, medical records, and other document that contain PHI.

•  Never discuss information about patients or their care in elevators, lobbies, waiting rooms, or cafeteria. Confine conversations to appropriate locations.

LISTENING

•  Avoid interruptions whenever possible.

•  Let speaker finish before speaking.

•  Clarify understanding through questions, reflections, and summarizing.

•  Secure translators and/or interpreters to meet disability and language barriers for our customers.

•  Listen attentively to what is going on in your environment. Provide or obtain assistance as needed.

NON-VERBAL COMMUNICATION

•  Extend a helping hand.

•  Display a proud, professional body posture (stand and sit up straight).

•  Avoid negative body language such as finger pointing, rolling of eyes, raised eyebrows, inappropriate hand gestures etc.

•  Use non-verbal signals such as nodding to convey that you understand and/or agree with the customer.

•  Respect personal space. Adjust distance from speaker when discomfort is observed.

VERBAL COMMUNICATION (face to face interaction)

•  Acknowledge your customer in 1 minute or less.

•  Always ask the customer “Is there anything else I can do/get for you today?”

•  Handle challenging customer situations by remaining focused on the issue, speaking in a calm tone of voice, and always validating the concerns of the customer.

•  Avoid using clinical terms or specialty terminology and acronyms.

•  Remember to use often the three most powerful phrases in customer service; “Please,” “Thank you,” and “ I'm sorry….”

ELECTRONIC COMMUNICATION - ( Telephone, E-mail, and Voice Mail )

Telephone (Beyond “first impressions”)
•  Do not eat, drink or chew gum when on the phone. Limit personal phone calls.

•  Limit the number of menu choices to 3. Assure that a caller is directed to a “live” person for immediate assistance.

•  Summarize the reason the customer is calling and provide assistance.

•  Explain delays to caller by getting back on the line every 30-40 seconds. Also, continue to check if person can hold.

•  Make a good “ last” impression. Check if the caller is satisfied and thank caller.

E-mail
•  Respond to all inquiries within one business day.

•  Turn on “out of office” return message if you will not be retrieving your messages within one business day. Indicate in message when you will return and how to contact someone if necessary.

•  Keep responses short and to the point.

•  Avoid using e-mail to express anger or disagreement.

•  Use your University Hospital e-mail for professional business only.

Voice Mail
•  Outgoing Message:
Speak at moderate speed, clearly, and with a smile in your voice. Provide your name, department/unit, and how to gain assistance if you need immediate attention.

•  When you are not going to retrieve your voice mails for more than one business day, create a “special” out of office message including expected return and contact person.

•  Leaving a message:
Leave your full name, department/unit, number, and briefly the purpose of your call. Please speak slowly and clearly.

•  Respond to messages within one business day.

•  Make sure your mailbox is not “full” so a message can always be left.

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