What is CI-CARE?
CI-CARE is a client experience framework for best practice communications. It is designed to establish positive, two-way communication between County of Marin Health and Human Services professionals and our clients. The CI-CARE acronym outlines the six (6) steps of the framework:
- Connect with clients by calling them by their chosen name.
- Introduce yourself.
- Communicate what you are going to do and why.
- Ask permission before taking action.
- Respond to client questions/request promptly.
- Exit courteously and with an explanation of what will come next.
Following these principles has shown increased communication between clients and staff and, ultimately, increased overall client satisfaction.
Why CI-CARE?
With the changes to service models across all programs , we identified a need to be consistent in providing OUTSTANDING services and care. CI-CARE is a tool developed by UCLA Health System and found in several health care facilities including Stanford Health. Implementing CI-CARE training for all our employees is our way to ensure our services live up to the promise of promoting positive interactions from beginning to end. It is our COMMITMENT to your care.
Training
County of Marin Health and Human Services staff receive CI-CARE training as part of the onboarding process and receive on-going training in CI-CARE to reinforce the core principles and respond to client experience feedback. These trainings are interactive and require staff to role play different client interaction scenarios.
Progress
To track and quantify the success of the CI-CARE program, County of Marin Health and Human Services has developed a Client Experience Tool to measure progress in our goal of providing client-centered care.
