The two new job specific categories/work goals are intended to be used in combination with the Patient Experience Critical Behavior Checklist. The job specific categories closely tie in with the expected behaviors found on the checklist. By conducting regular observation with the use of the Critical Behavior Checklist, managers will be able to easily translate the results of their observations into their staff’s evaluation/valuation process.
Patient Engagement: Engages in a warm genuine way that demonstrates mutual respect and value; fostering an environment of inclusion and trust that honors the well-being, individuality and dignity of all patients.
Patient Communication: Communicates in a courteous and professional manner while maintaining eye contact and using appropriate language. Adapts to the patient’s pace and needs, avoiding interrupting the patient, or ignoring and disregarding the patient to complete personal activities or conversations.