17 / 79
II-17
II. RESIDENT RELATIONS
ATTITUDE
Your attitude represents the community's attitude. For this reason, it is important
for you to always treat residents, families, and visitors with courtesy and respect.
Maintain a cheerful, positive attitude.
Your job and interaction with fellow workers is also enhanced by a good attitude.
If you have a problem you cannot work out on your own, discuss it with your
supervisor.
Your relationship with residents, families, and fellow employees is also one of the
factors considered in the evaluation of your work performance.
COURTESY
When visitors come to the community, remember that you represent the
community and HHHunt. You should be a good host or hostess. Greet all visitors
(whether you know them or not) with a smile and "Good Morning", "Good
Afternoon", or "Good Evening". Offer to help them. When a visitor asks a
question, never leave them hanging by simply replying "I don't know"; find
someone else who can help them. Above all, be courteous!
You must knock before entering a resident's room, or private area. Respect of
residents' privacy is a right assured by the posted ResidentÊs Bill of Rights.
CONFIDENTIAL INFORMATION
All information concerning our residents is strictly confidential and protected
under the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
HIPAA is a federal law that established guidelines for protecting private personal
health information. You are not permitted to disclose, copy or take from the
community any information concerning the condition of a resident, doctor's
orders, resident's care needs or resident's personal information. Questions from
the residents or their relatives concerning information normally considered
confidential must be directed to the Supervisor-in-Charge or the Resident Care
Coordinator.
ABUSE POLICY
Residents in this community are to be treated with dignity, respect, and utmost
patience at all times and under all circumstances. Mistreatment in the form of
verbal, financial, or physical abuse of any nature, resident neglect or exploitation will
not be tolerated. Any employee guilty of abusing a resident is subject to immediate
dismissal. Local authorities will be notified immediately and criminal charges may be
filed. If found guilty, you could be fined and sentenced to prison. Applicable state
licensure boards will also be notified if any claim of abuse is substantiated. Any
employee who witnesses or suspects any form of abuse is required to report the
incident within twenty-four (24) hours to his or her supervisor. Any employee who