Roll the cursor over each of the 5 C's and read what Kaiser members and their families
expect from us.
Now, see what a volunteer must do to meet members' expectations:
As Caregiver
- introduce yourself by name and inquire how you can assist.
- make sure your name badge is visible to the member
- repeat the member's request to ensure you understand
- explain how you will assist the member
As Contact
- remain diligent and timely to your assigned shift
- verify locations of appointments
- assist members to requested department by escorting, giving directions (with map if necessary) and helping member to use the information kiosk
As Communicator
- ask for photo ID when verifying an appointment
- ask for details aboout the member's reason for visit and help with intranet or printed materials in the Information desk binders
- use the phone greeting script when answering the phone
- ask "What else can I do for you?"
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As Comforter
- greet and welcome members and visitors
- offer a Volunteer Sevices provided teddy bear to young patients
- keep appropriate tone and behavior in all public areas
- expedite escort or delivery requests
- provide options to assist members' inquiries about area hotels, directions to nearby locales, etc.
As Compassion Giver
- acknowledge member's feelings and/or consolation
- acknowledge family members in surgical waiting areas and provide them information about cafes for dining and when patient's procedures will begin/end (Liaison Positions)
- offer wheelchair to visitors when needed
- minimize distractions and offer gentle reminderrs of waiting room guidelines that preserve the cfomforty of other members in lobbies and waiting areas
