Part I-novant Mission, Vision And Values

The explanation for the correct answer is that paying attention to the assumed, requested, and delighted levels of service characteristics is important because it allows us to create a remarkable experience for the customer. By understanding and meeting their expectations, we can ensure that every interaction with our service is exceptional.

When service breakdowns happen, it is important to implement the Service Recovery process starting with an acknowledgment. This means acknowledging the issue and taking responsibility for it. By doing so, it shows the customer that we are aware of the problem and are committed to resolving it. This allows us to begin the process of rectifying the situation and working towards a solution that will satisfy the customer. Simply telling the customer that it's not our fault and that we cannot help them or giving them a gift card may not effectively address the issue or meet the customer's needs.

When staff send consistent messages and use service behaviors, several positive outcomes can be achieved. Firstly, it helps in achieving the organization's vision of service excellence by ensuring that all staff members are aligned and working towards the same goal. Secondly, it helps in building trust and loyalty among patients and customers as they receive consistent and reliable service. Lastly, it leads to increased satisfaction among patients and customers as they experience a high level of service consistency. Therefore, all of the above statements are true.

The correct answer is delivering the most remarkable patient experience. This means that the top priority for every Novant employee is to provide exceptional care and service to patients. This involves going above and beyond to ensure that patients have a positive and memorable experience during their time at Novant. It includes being attentive, compassionate, and responsive to patients' needs, and striving to exceed their expectations. By prioritizing the patient experience, Novant aims to create a supportive and healing environment for all individuals under their care.

The behaviors listed, such as smiling and speaking to people, introducing yourself and calling them by name, picking up trash and litter, and communicating delays and giving time estimates, are all actions that contribute to providing excellent service. By doing all of these things, you can create a positive and welcoming environment for others, show respect and attentiveness, maintain cleanliness, and keep people informed. Therefore, utilizing all of these behaviors can help you become a successful champion of service excellence.

The correct answer is "All of the above" because assessing the ergonomic design of your computer workstation involves considering multiple factors. You need to ensure that the monitor is positioned directly in front of the keyboard and chair to avoid straining your neck and eyes. Additionally, you should arrange your mouse and phone within easy reach, without having to stretch forward or to the side. Lastly, adjusting your chair to support your low back and maintaining proper alignment of your knees and hips, with your feet supported on the floor or a footrest, helps promote good posture and prevent discomfort or injury.

The given steps of getting a short step stool to alternate resting one foot at a time, varying the position frequently, and taking stretch breaks every 30-60 minutes throughout the day, all contribute to reducing the risk of injury when standing for a prolonged period. By using a step stool, it helps in shifting the weight between the feet, reducing strain on one foot. Varying the position frequently prevents muscle fatigue and stiffness. Taking stretch breaks helps in promoting blood circulation and relieving muscle tension. Therefore, all of the above steps are effective in reducing the risk of injury.

The correct answer is "All of the above" because all four themes mentioned (Authentic Personalized Relationships, Voice & Choice, Clinical Care & Safety, Easy for Me) are part of Distinctive Care. Each theme represents a different aspect of the care provided, including building authentic relationships with patients, giving them a voice and choice in their care, ensuring clinical care and safety, and making the overall experience easy for the patients.

The incident report form for an employee or a patient seen at an MQ imaging center can be found on the Medquest home page, which is mqhome.com. This website is the official platform for Medquest and provides access to various resources and services, including the incident report form.

Working together at Novant Health under the same Mission, Vision, and Values means that we support one another and collaborate to better serve our customers. It also means that we utilize resources sensibly to ensure high quality and cost effectiveness. Additionally, we work to improve the health of communities, one person at a time. Therefore, the correct answer is "All of the above."

Ergonomics is the science of fitting jobs to the people who work in them. In this scenario, the numbness and tingling in the hands may be caused by poor ergonomics at the computer area. Ergonomics focuses on designing workspaces and equipment in a way that promotes comfort, efficiency, and reduces the risk of injury or strain. By taking action based on this understanding, the individual can make adjustments to their computer area to alleviate the symptoms and improve their overall well-being.

Walking is not typically considered a risk factor for carpal tunnel syndrome or other musculoskeletal disorders. Carpal tunnel syndrome is usually caused by repetitive motions or forceful exertions that put strain on the wrist and hand. Walking, on the other hand, primarily affects the lower body and does not typically put excessive strain on the hands or wrists. Therefore, walking is the exception among the listed options.

The most remarkable patient experience at Novant Health is achieved by aligning their people, focusing on themes such as physician partnership, culture, leadership, and talent. However, health system growth is not mentioned as one of the themes for achieving a remarkable patient experience.