SESSION OBJECTIVES
At the conclusion of this training session, we will learn:
• How we demonstrate accountability in our work unit
• How we can recognize all problems & concerns have merit and take ownership of these issues until resolved
• Ways in which we can provide & accept feedback
• About “Words and Actions that show ICARE”- the approved key words and key actions model.
BJWCH Values Conversation Tool
ACCOUNTABILITY BEHAVIORSAll team members should demonstrate Accountability in the
following areas:I will recognize that all problems &
concerns have merit & take ownership of these until resolved. I will be
accountable for my actions & accept constructive feedback.
I will work to achieve personal & team goals even when it might be difficult. I will ask for
help when & where it is needed.
I will remain easy to reach to provide assistance & support. I will help others when
they look lost or look like they need assistance.
I will use the appropriate key words & key actions (Words & Actions that Show ICARE) with all patients, visitors & colleague, at all
times. I will make sure interpreters are always used with patients who are deaf or
speak limited English.
I will work with the team & other workgroups in positive ways. I will
always support the efforts of others.
I will clean up litter, trash & spills right away or inform the proper resource to ensure all areas of the hospital are clean & safe. I will place equipment & supplies in the correct
storage areas.
Recognizing all problems & concerns have merit…
…and taking ownership of these until resolved
ACCOUNTABILITY
PROVIDING & ACCEPTING FEEDBACK
ACCEPTING FEEDBACK
ACCEPTING FEEDBACK
USING THE APPROVED KEY WORDS & KEY ACTIONS
DON’T CARE WORDSIt’s Not My Job
This happens all the time
There is nothing I Can Do
I can’t help you
It takes the floor forever to get a bed
The doctor’s never answer their pages
It’s the lab’s/radiology’s/administration’s/ etc
fault
It’s hospital policy
DON’T CARE WORDS AND ACTIONS
Exasperated actions
DON’T CARE WORDSIt’s Not My Job
This happens all the time
There is nothing I Can Do
I can’t help you
It takes the floor forever to get a bed
The doctor’s never answer their pages
It’s the lab’s/radiology’s/administration’s/ etc
fault
It’s hospital policy
DON’T CARE WORDS AND ACTIONS
Exasperated actions