“I did not wait very long at all – maybe one minute. Everything I saw was clean & tidy.”

“Everything was explained in detail & I was offered a blanket & something soft was placed under my knees.”

“I was provided a private room to change with a bathroom & personal locker.”

“I was wheeled to the place the test was taken. I have difficulty walking very far. It was explained how long each set of x-rays would take.”

Compassion

Communication: Focused and Engaged Identify ways to “FOCUS” on the patient/customer/co-worker. Discuss ways to be proactive in your communication with

patients/customers/co-workers.

Compassion: Everyone has value Define compassion. Identify how to show compassion. Identify emotional needs & discuss ways to help

patients/customers feel better.

Consistency: Everyone, Every time Define consistency. Discuss why consistency is so important.

Objectives: 3 C’s

Communication Video Clip Focused and Engaged

How do you know a person is focusing on just you?

“Do nothing out of selfish ambition or vain conceit, but in humility consider others better than yourselves. Each of you should look not only to your own interests, but also to the interests of others.” -Philippians 2:3-4

What Is Consistency? Everyone, Every Time

Consistency is treating every person you come in contact with the same.

• If people got things right 99% of the time there would be…

9 misspelled words on every page of a magazine No telephone service for 15 minutes each day 22,000 checks deducted from the wrong bank

account every 60 minutes 1,314 telephone calls misplaced by

telecommunication providers every 60 seconds 2 million documents lost by the IRS annually

Why is consistency so important?

Why is Consistency so important at BSA?

2 newborns given to the wrong parents each month. 2 cars lost daily by valet. 16 surgeries completed with dirty instruments

each month. 11 meals not served to our patients each day. 4 diagnostic studies done on the wrong body part

each day. 4 lab draws on the wrong patient each day. 66 wrong medications administered each day.

If BSA got things right 99% of the time, at BSA there would be…

Communication Focused & EngagedCompassion Everyone Has ValueConsistency Everyone, Every Time