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ICARE Basics 2025 AMB OR

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30 slides

Michelle Lewis

Explore immediate ways to embody ICARE values—Excellence, Respect, Compassion, Integrity, and Inclusion—through real scenarios in patient interactions and colleague communications.

Slides (30)

1 - Freestyle
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6 - Freestyle
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15 - Image Choice You ask a quiet colleague about their favorite Christmas tree decorations. They reply, “I don’t have a Christmas tree; I’m Jewish.” You realize your oversight and want to show Inclusion. What could you say next to respectfully bring them into the conversation?

1. “Oh, no big deal. I’m sure you’ve seen Christmas trees. Do you have any favorite Christmas tree decorations?”
2. “Oh no! I’m so sorry. I feel terrible.”
3. “Thank you for sharing that – and I’m sorry for assuming. I’d love to hear about your holiday decorations if you’re up for it.”
4. “Oh, I’m so sorry,” and quickly shift your focus to alleviate the awkwardness.
16 - Freestyle
17 - Image Choice A provider or supervisor asks you to backdate a patient’s visit for billing or scheduling reasons, saying it’s a routine, harmless practice that helps with reimbursements. What’s the most respectful response that still reflects the ICARE value of Integrity?

1. Ask, “Is there another way we could handle it? I’m not entirely comfortable doing this and don’t want to be responsible for any potential issues.”
2. Ask, “Could we make sure this is ok with a more senior leader first?”
3. Agree to do it and then report the provider or supervisor to HR or the Integrity Hotline.
4. Agree to do it and then make a note in the file to indicate you were instructed to document the information in this way.
18 - Freestyle
19 - Image Choice A patient is upset about a late cancellation fee, saying they missed the appointment due to an ED visit. You respond kindly but refer them to billing. While well-intended, why might this fall short in showing the ICARE value of Compassion?

1. It skips over the patient’s distress and goes right to procedure.
2. It’s polite, professional, and informative – but it’s emotionally neutral.
3. It doesn’t acknowledge that the patient was in a vulnerable situation (ED) or that they feel wronged.
4. All of these
20 - Freestyle
21 - Freestyle
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23 - Image Choice You pause a conversation with your co-worker to greet Mr. Smith, a patient who just walked in. While you are typing, your co-worker attempts to continue the discussion with you. Which behavior best demonstrates the ICARE value of Respect to both your co-worker and Mr. Smith?

1. Include Mr. Smith in the discussion with your co-worker.
2. Continue the discussion with your co-worker in between interactions with Mr. Smith.
3. Keep your attention directly on Mr. Smith and the computer, knowing your co-worker will get the message.
4. Smile at your co-worker and kindly say: “give me just one minute while I get Mr. Smith checked in here.”
24 - Freestyle
25 - Image Choice A co-worker notices you are feeling overwhelmed after a difficult patient interaction and steps in to cover for you so you could take a quick break and regroup. How can you demonstrate the ICARE value of Excellence by recognizing this co-worker?

1. Follow up with an email
2. All of the above
3. Submit a UR Star to recognize their impact
4. Thank them in the moment
26 - Freestyle
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29 - Freestyle
30 - Open Ended What's one thing you can do right away as you get started in your new role to express the ICARE values?

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Yes. Published templates are added to the public library and visible to all users. To keep a template private, share it with team members as collaborators instead.

ICARE Basics 2025 AMB OR

Slides (30)

1 - Freestyle

2 - Freestyle

3 - Freestyle

4 - Freestyle

5 - Freestyle

6 - Freestyle

7 - Freestyle

8 - Freestyle

9 - Freestyle

10 - Freestyle

11 - Freestyle

12 - Freestyle

13 - Freestyle

14 - Freestyle

15 - Image Choice You ask a quiet colleague about their favorite Christmas tree decorations. They reply, “I don’t have a Christmas tree; I’m Jewish.” You realize your oversight and want to show Inclusion. What could you say next to respectfully bring them into the conversation?

16 - Freestyle

17 - Image Choice A provider or supervisor asks you to backdate a patient’s visit for billing or scheduling reasons, saying it’s a routine, harmless practice that helps with reimbursements. What’s the most respectful response that still reflects the ICARE value of Integrity?

18 - Freestyle

19 - Image Choice A patient is upset about a late cancellation fee, saying they missed the appointment due to an ED visit. You respond kindly but refer them to billing. While well-intended, why might this fall short in showing the ICARE value of Compassion?

20 - Freestyle

21 - Freestyle

22 - Freestyle

23 - Image Choice You pause a conversation with your co-worker to greet Mr. Smith, a patient who just walked in. While you are typing, your co-worker attempts to continue the discussion with you. Which behavior best demonstrates the ICARE value of Respect to both your co-worker and Mr. Smith?

24 - Freestyle

25 - Image Choice A co-worker notices you are feeling overwhelmed after a difficult patient interaction and steps in to cover for you so you could take a quick break and regroup. How can you demonstrate the ICARE value of Excellence by recognizing this co-worker?

26 - Freestyle

27 - Freestyle

28 - Freestyle

29 - Freestyle

30 - Open Ended What's one thing you can do right away as you get started in your new role to express the ICARE values?