All Presbyterian All Presbyterian volunteers volunteers and and employees employees are part are part of the of“wayfinding” the “wayfinding” team. team. Please Please familiarize familiarize yourself yourself with with the assigned the assigned facility facility to ensure to ensure you are you giving are giving accurate accurate information. information.
HEAT HEAT
The The concept concept of “Taking of “Taking the HEAT” the HEAT” is a communication is a communication process process for handling for handling difficult difficult customers customers and and situations situations whenwhen a customer a customer is voicing is voicing a complaint. a complaint. “HEAT” “HEAT” stands stands for: for: H ear H them ear them out –out Allow – Allow the person the person to vent to vent without without interruption interruption E mpathize E mpathize – State – State the fact the fact and and the feelings the feelings being being expressed expressed A pologize A pologize – Apologize – Apologize for the for situation, the situation, and and the fact the that fact that we did wenot didmeet not meet theirtheir expectations. expectations. Example: Example: “I am“Iso amsorry so sorry this happened. this happened. We strive We strive to to offeroffer excellent excellent service service herehere at Presbyterian. at Presbyterian. Please Please accept accept my sincere my sincere apology.” apology.” T ake T responsibility ake responsibility for action for action – Follow – Follow up, Follow up, Follow through through Volunteers Volunteers are asked are asked to carry to carry and utilize and utilize the AIDET the AIDET and HEAT and HEAT tool tool cardcard at allattimes all times whenwhen on shift. on shift.
First First Touch/The Touch/The Exceptional Exceptional Patient Patient Experience Experience •
Improve • Improve the initial the initial personal personal contact contact we have we have with with patients patients and and theirtheir families families before before we start we start clinical clinical or task-oriented or task-oriented activities. activities.
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Build • Build strong strong and and meaningful meaningful connections connections and and a trusting a trusting rapport rapport between between patients patients and and theirtheir families, families, caregivers, caregivers, and and staff.staff. ThisThis creates creates a safe a safe placeplace for patients for patients and and theirtheir families families fromfrom the start, the start, which which reduces reduces theirtheir fear fear and anxiety. and anxiety.
The The FirstFirst Touch Touch Philosophy: Philosophy: Taking Taking the best the best of who of who we are we and are and connecting connecting with with the the bestbest in the inpeople the people we serve. we serve. KEYKEY CONCEPTS CONCEPTS
Be Present Be Present Presence Presence is theisability the ability to to • Focus • Focus completely completely on what on what we are we doing are doing at that at moment. that moment. • Devote • Devote full attention full attention to one to one person person or task or task at a time. at a time. • Put • away Put away all other all other thoughts thoughts and and trulytruly connect connect with with someone. someone. Practice Practice Touch Touch (not(not physical physical – but– compassion) but compassion) Touch Touch is valuable is valuable because because it: it: • Helps • Helps us establish us establish and and maintain maintain a nonclinical a nonclinical relationship. relationship. • Demonstrates • Demonstrates caring caring and kindness. and kindness. • Conveys • Conveys warmth warmth and and presence. presence. Suspend Suspend Judgments Judgments and and Assumptions Assumptions Our Our viewview of others of others – preconceptions – preconceptions or judgments or judgments based based on what on what we think we think we know we know about about themthem or what or what theythey are like are –like can – color can color our feelings our feelings and and leadlead us tous decide to decide whether whether we like we like
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