CSMC Nursing Etiquette Webinar

Nursing Etiquette indicates the proper and polite way to behave within the nursing profession.

• True

• False

The assistance, whether in words or in action, given to a customer in order to meet his/her needs.

• Customer Service

• Knowledge of Job & Customer

• Attitude

• Systems & Procedures

Elements of Customer Service includes

• Knowledge of Job & Customer

• Attitude

• Systems & Procedures

• All of the above

CSMC Image of Service APPEARANCE means

• Look Professionally

• Act Professionally

• Speak Professionally

• All of the above

• None of the Above

CSMC Image of Service BEHAVIOR means

• Look Professionally

• Act Professionally

• Speak Professionally

• All of the above

• None of the Above

CSMC Image of Service COMMUNICATION means

• Look Professionally

• Act Professionally

• Speak Professionally

• All of the above

• None of the Above

An effective communication technique used when talking to PHYSICIANS

• SBAR

• AIDET

• Solution-focused approach

An effective communication technique used when talking to PATIENTS

• SBAR

• AIDET

• Solution-focused approach

Which of the following is a good call light practice?

• Respond to patient’s call ASAP

• If one is busy, an appropriate staff will meet the patient’s request

• Inform the assigned nurse of the assistance provided

• Notify the patient when you will return

• All of the above

An interaction between customer and service provider that can leave a lasting positive or negative impression on the customer.

• Image of Service

• Moment of Truth

• Complaints

• Service Recovery System