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Transcript:Here at Defy Medical, we require all of our team members to follow our mission statement, Defy Medical CARES. CARES stands for communicate, advise, and review, and ensure satisfaction. It is important that all of our teammates are following this mission statement throughout their day to day tasks. In this video, we will provide you with a definition along with the guidelines used for each of our roles here at Defy Medical.
The first word, communicate, is defined as to share or exchange news, ideas, or information. Our ability to communicate effectively helps us to build a strong rapport with our patients and to minimize our mistakes. Our ability to listen attentively will help us to relay our knowledge effectively. Direct, concise, clear communication helps to build a bond with our patients. Both patients and coworkers will benefit from direct communication so that we can provide the best medical care possible.
The A stands for advice, which means to educate and offer suggestions about a cure or situation. Our knowledge will allow us to advise our patients specific to answering their questions. If we're not sure what the correct response may be, medical providers will always advise us on the best course of action for patients, and it is up to us to communicate this information to them effectively with clear and precise direction. If we're unsure on how to handle a patient or a coworker, a manager or supervisor is always available to advise us on how to handle a situation that may require assistance or additional followup. When providing feedback, it is important for us to always be direct with patients and staff.
The R stands for review, which is to examine or assess something informally with the possibility or intention of instituting change if necessary. We have found that it is imperative to always review our work before submitting, whether it be an email to a patient or a prescription to the pharmacy. Therefore, we have built layers of checks and balances to review and assess the work prior to completion. As policy, we continuously review our protocols and processes to ensure that we are optimizing potential and completing tasks efficiently.
When change is necessary, we review that process and look at all possibilities to ensure it's being done the best way possible. When it comes to reviewing with a patient, we maintain dialogue to ensure the patient thoroughly understands the information being relayed. We will not end the call until the patient comprehends the information provided.
The E and the S in CARES stands for ensure satisfaction. Here at Defy Medical, we go the extra mile to ensure patient needs and expectations are being met. If we make a mistake, for instance, not only will we find a solution, we'll identify ways to prevent it from happening again. Effective communication and timely followup are just a few more of the ways we ensure satisfaction with the level of service and care we provide.