Page 19 - July Impression

Connect. Partner. Reflect. “Reflect” is an opportunity to summarize key

“Connect” emphasizes demonstrating a positive points and ask for understanding, as well as to
attitude, putting other at ease, and introducing ask patients what they want to address and
yourself and your role. Some of the particular explain next steps. Some of the particular habits
habits or behaviors associated include: or behaviors associated include:
• Clarify expectations and future plans.
• Anticipate needs.
• Make it a point to ask “Is there anything
• Smile!
else I can do for you?”
• Make eye contact.
• Show appreciation to the patient and those
• Use open body language.
around you.
• Acknowledge everyone with the patient.
• Introduce yourself . Utilizing the CPR communication framework

• State your role in their care. will allow all members of the enterprise to
• Have team members introduce themselves provide a consistent level of care. This will in
and their roles. turn allow us all to provide the patient with the

“Partner” includes asking specific but open- world-class care experience that they expect
ended questions, engaging the patient and their from a Johns Hopkins facility.
family members, and explaining concepts in
terms the patient can understand. Some of the
particular habits or behaviors associated

include:

• Communicate how long preparation,
tests/results, and waiting times will be.
• Keep patients updated, especially in
situations where there is a wait time
• Engage the patient and family members to
discuss the situation and plan

• Help patients and family members
understand what you will be doing and
why.
• Ask the person if they have any questions
or tell them to feel free to ask later