C-I-CARE is a framework for structuring best practice communications
and developing relationship based care approaches with patients.
C-I-CARE outlines key interactions and suggests key prompts
("words that work") that can help Stanford Health Care (SHC)
team members:
Connect with people by calling them their proper name, or the
name they prefer (Mr., Ms., Dr.)
Introduce yourself and
your role
Communicate what you are going to do, how long
it will take, and how it will impact the patient
Ask
permission before entering a room, examining a patient, or undertaking
an activity
Respond to patient questions or requests
promptly; anticipate patient needs
Exit courteously with
an explanation of what will come next
C-I-CARE was one of the first initiatives that (SHC) president and
CEO, Amir Dan Rubin, implemented upon joining the hospital in January
of 2011.
He views C-I-CARE as an important component in achieving the ideal
SHC patient experience. "We want this concept to be part of
the culture where everyone seeks, applies and integrates best
practice in every interaction, with every communication, with every
patient and with each other," Rubin says.
SHC patient experience vision
Healing humanity through science and compassion, one patient at a time.
Compassion and caring
- Have a positive attitude, as expressed in your words and
deeds.
- Show genuine interest and concern for others.
- Respect individual and cultural differences.
- Protect
patient/client confidential information.
- Offer to help
visitors get to their destination.
Professionalism and pride
- Make eye contact and smile with patients, family, visitors,
and co-workers. Offer a greeting.
- Maintain professional
appearance while in the workplace. Adhere to organizational dress
code standards. Keep name badges visible and forward-facing.
- Speak in moderate tones; be aware of the level of your voice in
the hallways, elevators, work areas, and patient waiting or dining
areas.
- Demonstrate pride in SHC by keeping work areas clean
and safe.
- Limit personal communications to break times and
in designated areas.
Teamwork
- Treat all patients as your patients. Help when and where you
can.
- Support your team members and be ready to help if
required.
- Transfer trust: speak positively about other
coworkers and departments when making hand-offs.
- Finish
assignments on time and keep commitments.
- Do not initiate
or participate in damaging, demeaning, and disrespectful
conversations.
Communication
- Conduct all interactions with a positive tone.
- Provide feedback in private and in a constructive manner.
- Practice attentive and active listening; be patient and hear
people out.
- Apologize for problems, inconveniences, and
delays in service. Avoid blaming other departments.
- Speak
only in English or the patient's native language when you are with
patients.