Kern Medical New Hire Guide 2024

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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