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)
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
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
Show genuine interest and concern for others.
Respect individual and cultural differences.
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.
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
Demonstrate pride in SHC by keeping work areas clean
Limit personal communications to break times and
in designated areas.
Treat all patients as your patients. Help when and where you
Support your team members and be ready to help if
Transfer trust: speak positively about other
coworkers and departments when making hand-offs.
assignments on time and keep commitments.
Do not initiate
or participate in damaging, demeaning, and disrespectful
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
Apologize for problems, inconveniences, and
delays in service. Avoid blaming other departments.
only in English or the patient's native language when you are with