CNH Weekly Service Behaviors – Week 8 of 12: Bridging the Gap to Meet Patients’ Needs

bridging the gap

Coliseum Northside Team –

There are many times every day when patients or visitors have questions: “How do I get to ______”; “When will I be seen by ________”; “What happens next for me?”   We need to see these moments as opportunities to Bridge the Gap for our patients and visitors – helping them go from “not knowing” to being informed.  Importantly, often the person won’t ask – we need to be observant and identify the need.


This week’s challenge is for you to set aside your time to be the person that chooses to help when someone is in need.  Recognizing and meeting needs of our patients, their family members, visitors and other team members is a visible way we can live our Mission:  Above all else, we are committed to the care and improvement of human life.  It is also a powerful way to make someone feel welcome, and cared for, at our hospital.

Worried Senior Woman Looking Lost Outdoors

We weave this behavior into the fabric of our hospital when each of our everyday actions demonstrate to others that we care.  Some examples of this principle in action are:

  1. Escorting guests to their desired location
  2. Replace “I don’t know” with “Let me find out”
  3. Offer to help someone who is struggling with mobility or carrying a heavy load

caring hands_1

Please continue to include these messages in your shift huddles and departmental meetings.  Encourage your team to write examples of how they have demonstrated this behavior on dry erase or poster boards in the staff lounge.  Share with each other and celebrate the success of your department as you live our Mission.