Kern Medical New Hire Guide 2024

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 andgiving 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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