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.
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.
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.