EMPLOYEE HANDBOOK

Procedure Number:

S-10

Page:

2 of

3

Effective Date:

5/29/1991

Revised:

1/2/2024

Last Reviewed:

1/2/2024

11.At all times safeguard and respect the patient's privacy and confidentiality by following HIPPA Privacy Rules. Provide patients with privacy at registration, during examinations and for other appropriate situations. 12.Avoid extraneous discussion concerning patients in patients' presence or in public areas. 13.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.) 14.Ask the patient what pronoun they use, enter it into the Practice Management system and use that pronoun when speaking with them. 15.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. 16.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 .” 17.Patient complaints should be handled at the local level, to the extent possible. 18.Provide service recovery whenever needed. Express sincere concern and empathize with the patient. Fully listen to the patient and acknowledge what you heard them say. Apologize appropriately to the complaint. See what you can do to solve the issue. Make a commitment to the patient, and live up to that commitment regarding the resolution of the issue. Thank them for bringing the issue to you. 19.If there is a situation with a patient or staff member that you cannot handle, call your supervisor. 20.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?”

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