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SSMC Experience SSMC Experience Model
Lets put this into practice
Which SSMC experience program line would be
involved?
Scenario 5 Service Service Mayo Model Connect with
Excellence Recovery of Care Empathy
A department would like to engage patients
Service Standards: In the moment problem Mayo Clinic Values in Learning how to actively
in a forum to hear their feedback about a What we say. solving. action. listen.
specific topic or initiative. What we do. Going above and An unhurried exam. Validation techniques.
How we interact. beyond to make it right. Trust and respect. The process in which to
How we look. Escalating issues within verbally empathize with
Click to view program line An integrated
the department prior to multidisciplinary team others.
sending it to. approach to care. Ways in which to
Patient Experience. remember our patients.
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