Many Ways to
Practice C-I-CARE
Since its introduction to the UCLA Health System in Spring 2006, C-ICARE, a provider-to-patient communication standard or “script” designed to improve the patient experience has made an impact on both staff and patients.
 By following the C-ICARE (an easy-to-remember acronym, see sidebar for explanation) script, staff can quickly “connect” with patients and establish a mutually respectful avenue of communication, often leading to increased patient satisfaction levels. C-ICARE helps patients understand the point of their medical visit, what to expect and who is providing the service.
According to C-ICARE, the fastest way to connect with someone is to give the individual undivided attention. This may not be earthshaking news, but put in practice, it has a powerful ability to improve communications. The C-I-CARE practices at UCLA Health System form the foundation to effective interactions with patients, family members and each other.
Departments throughout UCLA Health System are practicing C-I-CARE and receiving recognition for their outstanding performance. Recently, employees from the Bowyer Oncology Clinic, Brentwood Clinical Labs, Placement Center nurses, and Medicare and Commercial Billing and Customer Service were commended for exhibiting true C-I-CARE spirit in their day-to-day operations and interactions. Whether on the telephone or in person, they consistently provided personalized service.
Throughout the praises, an underlying theme of teamwork, respect and dedication to service are apparent. Merian Raz, manager of Medical Plaza Lab and Support Services, found that "staff members were professional, helpful and very nice. They used good voice tone and body language in the true C-I-CARE spirit.” Chaplain James Putney remarked, “I am very proud to be a part of a group of people who show so much compassion, quick thinking and resourcefulness.”
Congratulations to these departments in providing excellent care and service in the true spirit of C-I-CARE! |
