HHHunt Senior Living Employee Handbook

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. 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. 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. 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 COURTESY CONFIDENTIAL INFORMATION ABUSE POLICY

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