Notice of Performance Expectations: Getting Serious With Your Staff About HIPAA, Professionalism and Customer Service
Do your employees “get it”?
If not, add this simple form to your tool box. These three concepts – customer service, professionalism, and HIPAA – are the basis for 80% of your everyday performance issues.
Tweak the language to fit your workplace, then print it. Ask existing employees to sign it and hand it back to you personally so you have the opportunity to ask them if they have any questions, and so you can discuss any behaviors they currently exhibit where coaching is needed. This constitutes verbal counseling and you have documented it in writing. Depending on your discipline policy, if the employee continues to perform poorly in the same area, follow up with written counseling, a performance improvement plan, or specific consequences.
Have this form in your new employee packet and review it with new employees as part of the orientation process.
Notice of Performance Expectations
Demonstrate outstanding customer service
- Smile with your eyes.
- Follow the 5-10 Rule. When you are 10 feet away from a patient, make eye contact. When you are 5 feet away from a patient, greet them. Apply the 5-10 rule to everyone.
- Thank patients, sincerely.
- Ask patients how you can help them.