New Hire Orientation 2021

Kern Medical Behaviors That Matter

Some behaviors cause a negative impression and fail to convery empathy: • 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 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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