Kern Medical New Associate Orientation Guide

BLAAST with Guests

Be Committed

• Smile and make eye contact within 3 seconds of each encounter.

• Stop what you are doing so that your customer knows they are the most important person at that time.

• Acknowledge visitors in the hallways or reception areas.

Listen to Request

• Let the other person talk – avoid interrupting.

• Listen attentively – hear what they are saying so you understand what their needs are.

Acknowledge and Clarify Request

• Repeat back a summary of their request.

• Ask questions for clarification.

Action Taken

• Help the person as best you can.

• Lend a hand – help another associate when you can.

• Be a patient’s escort – walk the patient to their destination, avoid pointing and giving verbal directions.

• Estimate how long before the visit, procedure or process will start and how long it will take.

• Estimate what will happen next, when results will be available.

• Report progress periodically, especially if there are delays.

Satisfaction Confirmed

• Ask them to share their great experience using the Shout Out card.

• Ask if they had a great experience during the care provided.

Thank you

• “Is there anything else that I can do for you?”

• “Thank you for allowing us to provide for your healthcare needs. ”

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