New Volunteer Orientation - UPH & Patient Experience 2 of 3

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This is part 2 of UnityPoint Health - St. Luke's Hospital New Volunteer Orientation. You are encouraged to reference the slides while taking the quiz.

To pass you must get 100% or 10/10. To check your score, choose "View Score" on the confirmation page, this will open the scored quiz in a separate window. If you received less than 10/10 you may choose "Edit your response" to retake the quiz. You may retake the quiz as many times as needed to receive 10/10.

Once you have completed all of the orientation components you will be contacted within 2 business days to finalize your next steps!

Email *

First and last name *

How are the elevators labeled in the hospital? *

1 point

A,B,C

1,2,3

Maroon, teal, green

How are the hospital's nursing units labeled? *

1 point

By their designated color

By the floor number and wing (west, center, east)

By level and cardinal direction (north and south)

What is the purpose of St. Luke's? *

1 point

To give the healthcare we'd like our loved ones to receive

FOCUS

Best outcome every patient every time

What does FOCUS Stand for? *

1 point

Foster Unity, Own the Moment, Champion Excellence, Seize Opportunities

Follow through, Opportunity, Cheer, Success!

Freak out, Oppose, Chaos, Stall

Why is it important to manage up other colleagues and departments? *

1 point

To make a customer feel positive about their next interaction

Makes the patient feel secure

Positioning yourself, another person, and or another department in a positive light

All of the above

What is the 10/5 Rule? – Choose all that apply *

1 point

Within 10 feet of someone we make eye contact and smile and within 5 feet we acknowledge them with a greeting

Creates a welcoming environment for employees, patients, families, and other guests

Ignore everyone in the hall while texting on your phone

Required

When you see someone who needs help to find a location in the hospital, what should you do? *

1 point

Ignore them, it’s not your problem

Use the no point policy, approach and offer to help and take them to their destination.

What does AIDET+ stand for? *

1 point

Answer, Inform, Develop, Experiment, Teach, and Practice

Antagonize, Ignore, Distance, Ego, Troublesome, and the Penalty

Acknowledge, Introduce, Duration, Explain, Thank you, and the Promise

What is Service Recovery? *

1 point

“The art of fixing things that have gone wrong”

The act of satisfying dissatisfied patients and family members and is initiated when a customer has received less than excellent service

An act that ANY team member can provide

All of the above

Why is it important for us to have consistent customer service initiatives as a hospital system? *

1 point

To ensure a consistent positive patient experience

It's the rules

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