AdventHealth has engaged a process of understanding the experience of its patients from the moment they first make contact with our AdventHealth facilities to the moment they leave the doors of our hospitals. We believe that if we effectively understand the experience of the patient, we can then understand how they perceive reality. If we understand their realities, we can then facilitate a process of service that meets them where they are and bridge comfort and hope for their immediate needs.

Understanding these realities has guided AdventHealth in the development of the iCare program. The iCare program outlines our actions, behaviors, and standards.

Upon completion of this program, the learner will be able to:

• Describe the 4 Core Service Standards.
• Describe iCare and what it means.
• Explain ACT for Service Recovery.

I understand that in order to receive credit for completing the online courses(s) for Volunteer Services I must watch the entire course, complete any quizzes, and fill out the evaluation for each course.

I agree to adhere to the online course/program integrity guidelines and that, once I have successfully completed the course, I will be able to print my Certificate of Completion and submit to the Volunteer Office as required.

I agree that upon receipt of my Certificate of Completion that said certificate will not be manipulated, altered, or changed from the original information in any way.

Note: On-line education activity integrity is a concept used to address the authenticity of the participant’s work.

Completion Requirements: To receive completion certificate the participant must:

• View all modules
• Participate and pass all learning checks
• Pass the Post Test(s) with a score of 100%
• Complete and submit the on-line evaluation

Completion Certificates: Will be available to print immediately upon successful completion of this online course. It also will be stored electronically in your profile under your course history.

Electronic Record Retention: All activity records are kept on file for a minimum of six (6) years.

Non-Endorsement of Products: AdventHealth, as a provider of online education, has demonstrated proficient experience and viable resources to provide for valid and reliable activities. The accuracy of the facts and opinions contained in this activity are the responsibility of the author(s) and do not necessarily reflect those of AdventHealth. AdventHealth does not imply that there is real or implied endorsement of any product, service, or company neither referred to in this activity nor of any company subsidizing costs related to this activity. All information contained in this activity is for educational purposes only.

AdventHealth also chooses full disclosure with each activity to report any author conflicts of interest or commercial affiliation or support in conjunction with any activity.

Educational Health Care Team Members and Course Author Conflict of Interest: There have been no conflicts of interest disclosed by planners, authors, or presenters; nor has there been disclosure of any relevant financial relationships with any commercial companies or their products pertaining to this activity.

Commercial Company Support: The content of this activity was not developed with support from any commercial companies nor are there any staff commercial affiliations.