Page 13 - UNC Health New Employee Orientation Booklet 5.20_Neat

Carolina Care Behaviors

Carolina Care Behaviors

Multi- All members of the healthcare team, including administrators and members of de-
disciplinary partments essential to care delivery, visit the nursing units and the unit manager to

Rounding obtain feedback and better anticipate needs. The patient care team visits the pa-
tient every hour during the day.

Words and We recommend to each other the most effective words and methods to communi-
Ways that cate well. This is not ‘scripting’. It is messaging with consistency. We communicate
Work in an authentic way.

Examples:
Blameless apology - for service recovery, use the HEART model: Hear, Empa-
thize, Apologize Respond (fix it), and Thank them. Give a blameless apology - “I
am very sorry that happened. That is not the experience we want for you. What
can I do to make this better for you?”
Narrating care - Use non-medical terms and explain what you will do and why,

before you do it.
Knock before entering a patient’s space and wait for a reply.

Introduce yourself and your role. “I am Robert and I am a transporter. I will take
you down to the X-ray department on this stretcher.”
Hourly Rounding, seven “P”s : Pain, Potty, Position, Possessions, Pump,

Picking Up, Promoting co-workers.

No Passing We acknowledge everyone. We never pass by someone in need. All co-workers
Zone offer assistance; respond to call lights and alarms; assist lost people; and help re-
solve environmental conditions that need attention.

Moment of We take time to know and be with our patients, co-workers, and guests. When we

Caring sit and spend quality time, we are emotionally present. We can better understand
the person, and personalize our interactions.

Patient En- We include the patient and family as we share information and transfer care at each
gaged Bed- transition point. Shift handoffs are completed at the bedside. The patient and fami-
side Report ly are involved in goal setting, update of the care board, and the plan of care.

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