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Best Practices for Best Care Best Experience

photograph two female regions employees smiling

Everything we do here at Regions, we do with the patients and their families in mind. Here are just a few of our best practices for delivering Best Care Best Experience.

Warm Welcome

Making patients, families and guests feel welcome is one thing all Regions colleagues can do. It doesn’t matter where we work, what shift we work or if we are full or part time. It includes making eye contact, a warm greeting, anticipating our customers’ needs, making an emotional connection and being genuine through words, actions and body language.

AIDET

AIDET helps us earn trust and more effectively communicate with patients and their family members. It is a proven communication framework for providing information patients want and for helping manage their expectations.

  • Acknowledge
  • As part of a warm welcome, we make eye contact, smile, acknowledge everyone in the room, show your positive attitude.

  • Introduce
  • We tell patients and families our name and explain our role in their care.

  • Duration
  • We communicate about wait times, expected test schedules and changes of plan.

  • Explanation
  • We explain what we’ll be doing and why; narrate our actions.

  • Thanks
  • We let patients know we appreciate caring for them/helping them.

    Nursing Out Loud

    Narrating your care (also known as nursing out loud) explains to our patients and their families what it is that we’re doing and why we’re doing it. Whether we’re checking ID bands before giving medications or meals, or helping patients walk after surgery, explaining why we’re doing something is all part of patient-centered care.

    Wayfinding: Walk people to their destination

    We know that people can get a little anxious when they are going to the hospital for treatment or a procedure, or even when they are visiting an ill family member or friend. Sometimes not knowing where you need to go within the hospital can add to this stress. We have great signage throughout Regions to guide people, but sometimes they need a little more help. It is part of who we are to notice when patients or visitors seem lost and offer to walk them to their destination. (Even lost job candidates can get help finding their way to the HR Service Center!)

    No pass zone

    A no pass zone is a commitment from everyone who works at Regions to answer call lights (rather than passing by them) in order to acknowledge, address or resolve a patient’s questions and needs.

    photograph of a male regions employee in light blue scrubs

    Dress code

    Even our dress code contributes to providing Best Care and Best Experience!

    • We wear our name badges up by our collar so that patients can more readily identify us as employees and can easily see our name.
    • In departments where scrubs are worn, we ensure a uniform look by wearing solid-colored scrubs. The color worn is determined by department and/or role. This helps patients identify staff, and according to our patient advisory council, is a great way to improve their experience.
    • Where no specific uniform is required, team members dress in professional or professional casual attire.

    Warm Goodbye/Last Impressions

    We want our patients and guests to have a warm and personalized experience when leaving the hospital. Best practices include involving them in the discharge process, escorting them to the exit, and thanking them for allowing us to be partners in their care.