EMPLOYEE HANDBOOK NOVEMBER 2022

Procedure Number: S-10

Page:

2 of

3

Effective Date:

5/29/1991

Revised: 1/21/2022

Last Reviewed:

2/11/2022

9. Speak English at all times unless speaking with the patient in their own language. 10.Avoid conversations with other parties that might unduly alarm patients. 11.Avoid extraneous discussion concerning patients in patients' presence or in public areas. 12.Ask the patient what they would like to be called and enter the information into the Practice Management system “Nickname”. Address the patient by the name they prefer (e.g. title and last name or first name or nickname, etc.) 13.Ask the patient what pronoun they use, enter it into the Practice Management system and use that pronoun when speaking with them. 14.On the telephone, always identify yourself, UEC, your service, and ask what you can do. When saying goodbye always check if there is anything else the person needs. Script for hello: “Good morning, University Eye Center, Primary Care, this is (your first name). How may I help you today?” Script for goodbye “(Patient’s Preferred Name” , is there anything else I can do for you today? (if the answer is no) Thank you for selecting the University Eye Center for your eye care. Goodbye.” 15. Patient calls should not be transferred “blindly”. You must introduce the call to the next person handling the call. 16.Do not criticize the institution, equipment, facilities, other departments, or persons in front of patients. 17.Be prompt to work. Students and clinical faculty are to report to their assigned Service promptly in order to see patients at scheduled times. Support staff are to report to their assigned areas at the hours assigned to ensure that patients are processed in a timely manner. 18.Abide by the University Eye Center dress code and present a professional appearance. 19.Always wear and visibly display your University Eye Center SUNY College of Optometry ID badge and display your nameplate on the counter immediately in front of you. 20.Refrain from personal calls, use of cell phones and/or texting while on duty. Do not use the computer for non-work related reasons. The attention of staff should always be on our patients. 21.Report any unsafe conditions to the Director of University Police immediately at 212-938 5555.

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