Essential Function: 4 3 2 1 Exceeds Expectations Occasionally Exceeds Meet Expectations Does Not Meet Expectations Patient Promotes/encourages positive Role models positive and Demonstrates positive and Fails to demonstrate respect Centeredness: professional behavior from professional behavior. professional behavior. and professionalism. Uses Models behavioral team members. Leader on the Consistent positive Consistent positive negative tone and facial expectations and unit always goes above and feedback/compliments from feedback/compliments from expression. Substantiated demonstrates beyond, engaged in service patients/families. Prevents patients/families. Prevents patient/family/peer service excellence to initiatives on the unit. Multiple others from discussing others from discussing complaint and/or Manager’s all customers positive feedback from frustrations in public frustrations in public observation of the behavior patient/families. Finds ways for the unit/team to make good first impression Patient Encourages colleagues to Role models the importance of Performs purposeful hourly Not performing hourly Centeredness: hourly round based on hourly rounding with a purpose. rounding on patients per rounding based on Rounds for organizational standards. Investigates what patient wants organization standards, sets organization standard outcomes on Teaches others to round with a when they request nurse. expectation with patient and patients per purpose, anticipates matters Performs hourly rounding for explains rounding at the direction of before they occur. colleagues when they are unable beginning of the Registered Nurse per to do so (ex: code, decline, etc) organization standard Always handles patient/family Occasionally anticipates the Welcomes patients to unit and Task oriented only: performs Patient Centeredness: concerns or complaints special needs and/or orients to hospital, rooms, tasks without adequately Considers special immediately and seeks the circumstances of patients and routines, meal times, call light, accommodating individual needs of appropriate resources for families before they occur bathrooms, parking. Develops a patient needs. Does not patients/families to intervention (two or more therapeutic relationship with follow through on promote comfort examples). Per RN guidance: patient/family by listening. concerns/complaints. and well-being Follows up for patient/family Brings needs to RN’s attention Manager hears about them with support services regarding and takes direction and follows when she rounds. when service can be expected through. Ensures seating is (meds2bed, x-ray, dietary, ect.) available in rooms for visitors. MJR Teamwork: Essential Function: 4 3 2 1
Essential Function: 4 Exceeds Expectations 3 Occasionally Exceeds 2 Meet Expectations 1 Does Not Meet Expectations Patient Centeredness: Models behavioral expectations and demonstrates service excellence to all customers Promotes/encourages positive professional behavior from team members. Leader on the unit always goes above and beyond, engaged in service initiatives on the unit. Multiple positive feedback from patient/families. Finds ways for the unit/team to make good first impression Role models positive and professional behavior. Consistent positive feedback/compliments from patients/families. Prevents others from discussing frustrations in public Demonstrates positive and professional behavior. Consistent positive feedback/compliments from patients/families. Prevents others from discussing frustrations in public Fails to demonstrate respect and professionalism. Uses negative tone and facial expression. Substantiated patient/family/peer complaint and/or Manager’s observation of the behavior Patient Centeredness: Rounds for outcomes on patients per direction of Registered Nurse per organization standard Encourages colleagues to hourly round based on organizational standards. Teaches others to round with a purpose, anticipates matters before they occur. Role models the importance of hourly rounding with a purpose. Investigates what patient wants when they request nurse. Performs hourly rounding for colleagues when they are unable to do so (ex: code, decline, etc) Performs purposeful hourly rounding on patients per organization standards, sets expectation with patient and explains rounding at the beginning of the Not performing hourly rounding based on organization standard Patient Centeredness: Considers special needs of patients/families to promote comfort and well-being Always handles patient/family concerns or complaints immediately and seeks the appropriate resources for intervention (two or more examples). Per RN guidance: Follows up for patient/family with support services regarding when service can be expected (meds2bed, x-ray, dietary, ect.) Occasionally anticipates the special needs and/or circumstances of patients and families before they occur Welcomes patients to unit and orients to hospital, rooms, routines, meal times, call light, bathrooms, parking. Develops a therapeutic relationship with patient/family by listening. Brings needs to RN’s attention and takes direction and follows through. Ensures seating is available in rooms for visitors. Task oriented only: performs tasks without adequately accommodating individual patient needs. Does not follow through on concerns/complaints. Manager hears about them when she rounds. MJR Teamwork: Essential Function: 4 3 2 1
2015-NCT-PE-Rating-Guidelines.docx