Customer service should CLICK with you. It is the WakeWay!

Consistency: Patients on every floor in every room should be getting the same service by every Nutrition Care Assistant. Begin with the end in mind.

Example: When on breakfast rounds, all Nutrition Care Assistants should ask every patient what their preferences are for that day’s lunch and dinner and the next day’s breakfast.

Example: Remember the Red Rule- always ask the patient two ways of personal identification (i.e. name and birthday) before giving them their tray.

Example: Pre-set your trays before running through the line to ensure that your tickets are not getting mixed up.

Listen: Be attentive to what patients need. Engage in conversation and don’t just hear what they are saying; be an active listener.

Example: If the patient requests to have their tray on the bedside table, place the tray on the bedside table. Always ask where they would like to have their tray.

Example: Take meal requests from the patients! Do not just assume everyone wants and can have the house menu selections.

Improve the patient experience by making sure their expectations of meals are met and exceeded. NCAs have the opportunity to make each patient’s day, three times a day, just by bringing them food.

Example: If a patient asks for Sweet and Low packets and only Splenda is on their tray, go down to the kitchen and bring some up for them.

Example: If a patient asks you what their options are for a specific menu item (i.e. cereal), give them ALL of their options (i.e. Corn Flakes, Frosted Flakes, Rice Krispies, Cheerios, Raisin Bran).

Courtesy: Be kind to and patient with the guests. Great service beats fast service. Example: SMILE. Say hello when greeting guests (and always greet guests). Example: Knock before entering a room. Talk with the patient, and when finished, leave the room as it

was when you came in. For example, if the TV was on before you came in and you muted it before your conversation to hear the patient, return it to its previous volume. If the light was off and you turned it on upon entering the room- with permission- turn the light back off.

Example: If in the diet office, acknowledge and accommodate every person who comes to the door. If you are on the phone, politely ask them to hold while you tell the person at the door you will be right with them.

Knowledge: Stay informed about your products. Never say “I don’t know” unless followed by “but I can find out for you.”

Example: Know how to use the Computrition system. If there is a patient on a Consistent Carbohydrate diet, ensure they are not going over their set amount of carbohydrates each meal.

Example: If a patient has a gluten allergy and you are unsure if they can have a certain food, double check with Shaynee, Akiia, Robyn, or one of the clinical Registered Dietitians. If a person with an allergy to gluten consumes it, a very serious health issue could occur for which the hospital is liable.