From “I Will” to I do.

Teach the commitment. Observe the behavior. Sustain the practice.

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COMMITMENT 03

I Will protect every patient’s dignity, privacy, and right to be heard.

Learning objective: Identify and correct an everyday threat to respectful care.

1. Understand the commitment

Respect is visible in how a patient is addressed, where a conversation occurs, who is present, and whether communication is understandable. Leaders create conditions for appropriate interpretation and accessible communication, protect sensitive information, and invite patients to raise concerns without fear. When a concern arises, use the organization’s privacy and patient-relations processes. Do not enter patient identifiers in this teaching workspace.

Observable behaviors

Ask permission and respect the patient’s preferred form of address.
Move sensitive discussion to an appropriate private setting.
Arrange communication support and invite questions or concerns.

Describe a recent moment when this commitment was difficult. What could an observer have seen or heard you do?

2. Practice and reflect

A sensitive patient discussion is occurring in a public waiting area. A family member is answering for the patient. What should you do?

Choose the strongest leadership response Move the discussion to a private setting and ask the patient how they wish to participate and whom they want involved. Continue because the family seems comfortable. Tell everyone to stop talking and leave the issue for later.

Read the facilitator’s explanation

Protect privacy while preserving the patient’s voice. Participation by a family member should reflect the patient’s preferences and applicable organizational procedures.

Reflect: What environmental or communication barrier did you remove to protect dignity?

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3. Observe and coach

Choose the behavioral level supported by your evidence. Unobserved commitments remain unscored.

Coach assessment1BeginningIdentifies a dignity or privacy concern with guidance.2DevelopingResponds respectfully but misses part of the communication or privacy need.3ConsistentIndependently protects privacy, checks preferences, and enables the patient to be heard.4SustainingImproves recurring environmental or process risks and coaches the team.

Evidence to look for

A de-identified observation, respectful correction, and follow-up check of the environment or communication support.

Suggested process measure

Observed encounters meeting locally defined dignity and privacy practices / encounters sampled.

Evidence-informed teaching. Sources: [3]

Kelly Emrick, DHSc, PhD, MBA