EMPLOYEE HANDBOOK NOVEMBER 2022

Policy and Procedure: Staff-Patient Interaction Procedure Number: S-10

Page:

1 of

3

Effective Date:

5/29/1991

Revised: 1/21/2022

Last Reviewed: 2/11/2022 ___________________________________________________________________________ Policy: It is the policy of the University Eye Center to treat all patients with respect, dignity, courtesy, and to assure that patients' rights are protected. Procedure: Certain rules of behavior have been designed to support the policy: 1. Create a warm welcome. Let the patient hear a smile in your voice. Treat them like a guest. Introduce yourself to them. 2. Always acknowledge and listen to the patient. Treat all patients with respect, dignity, courtesy, and continuously keep them informed. 3. Provide patients with service excellence demonstrated through genuine, cheerful patient centered service. 4. At all times safeguard and respect the patient's privacy and confidentiality by following HIPPA Privacy Rules. 5. In the clinic setting, acknowledge the patient as they enter the room. Do not wait until they are at your desk area. 6. Provide service recovery whenever needed. Apologize immediately and with empathy, fully listen to the patient and acknowledge what you heard them say. Apologize, solve and thank them. 7. Proactively anticipate guest situations. Be aware of patients waiting longer than 15 minutes to be seen or who have not checked in at the front desk. Find out why the patient s’ wait time - is delayed and inform the patient if there is a reason for the delay in being seen. Keep them informed of additional delays. Explain any other unexpected circumstances to patients. 8. At the end of the appointment, at the Patient Financial Services window and/or the Appointment Desk window warmly and with sincerity say, “Is there anything else I can do for you today? (if no, then) Would you like to fill out a patient survey on how we did today? (provide them a survey) I f there is nothing more the patient wants, then say, “Thank you for choosing the University Eye Center for your eye care .” 73