During the Service Excellence training in the spring, we learned there are behaviours that will demonstrate to patients and visitors how we intend to improve their experience and the public image of CKHA. Those behaviours are outlined in the service excellence standards we adopted in January 2010 and which we were all invited to sign. The plan is to roll out at least one service excellence standard every couple of months. The first standard we are implementing is “the NOD”.
We all use the NOD - name, occupation and duty, in many of our daily encounters with patients. It is the right thing to do, shows patients our respect and gives them dignity. But we need to ask ourselves do we treat others in our work environment with the same dignity and respect? By introducing ourselves to others we are acknowledging each person we come into contact through our work are important to us. Unfortunately, we miss opportunities to assist others and make a good first impression when we don’t ask if we can help. If we are truly to embrace Patient and Family Centred Care/Service Excellence (PFCC/SE) each and everyone one of us needs to go the extra step, of aiding the lost or elderly, our co-workers and patients. Simply by using the NOD, introducing ourselves, my name is, I am______ (fill in your job or role), and duty (I’m here to do, or how can I help) we demonstrate our personal commitment to PFCC/SE. Over the next few weeks you may meet someone who needs the NOD.
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Thank you for your blog about the NOD. I must say that my best patient experience at CKHA took place when the staff member caring for me used the NOD. By introducing herself, her role and her duty, I was made to feel comfortable. This behaviour created an environment that encouraged me to be engaged as a patient. In addition to the NOD, I was called by my name, I was offered a chair to sit with the provider and learn about the procedure. I was given the opportunity to ask questions. I felt like an equal partner in care as the technician engaged me completely during this encounter. I felt free to ask any questions, and I knew that she was there to help me if I needed assistance. I knew how long the procedure would take, and what to expect. This made my experience as a patient very positive. Knowing who is caring for me, what that person’s role is and what to expect made me feel safe and confident in the provider and the organization. I was treated with dignity and respect. I have shared this story with many of my friends and family. It is amazing how the use of something as simple as "the NOD" creates an environment that supports a positive patient relationship. It is the right thing to do - and it makes a big difference in how the patient experiences care.
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