Kern Medical New Associate Orientation Guide

Kern Medical Behaviors That Matter

Avoid Negative Behaviors

Some behaviors cause a negative impression and fail to convey empathy, including:

• Personal conversations, phone calls and/ or text messaging.

• Personal tasks such as reading or playing games on phone or computer.

• Complaining or expressing anger or frustrations in front of patients and families.

• Trying to explain why something happened, or blaming another department/person.

• A cluttered or unclean environment.

• Using headphones in patient care or public access areas.

• Dismissing patient concerns or complaints without further questioning.

Exhibit Positive Behaviors

Strive to exhibit positive behaviors at all times:

• Clean and professional appearance.

• Smile and make eye contact.

• Interrupt non-essential tasks to serve; customers first, tasks second.

• Courteous and prompt responses to questions or needs.

• Low noise levels.

• Clean and uncluttered environment.

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