We Care. Always.

Attitude

  • Smile
  • Be Polite and courteous
  • Offer help whenever possible
  • Appreciate the diversity of those we work with and serve
  • Exhibit a positive attitude at all times by managing stress in a private area
  • Recognize the contributions of others in your work environment Treat one another as professionals because everyone is doing meaningful work

Listen

  • Hear the issue, concern or complaint
  • Empathize & evaluate
  • Apologize for not meeting customers expectations
  • Resolve with urgency / No operational excuses for not meeting customers needs
  • Thank them

Wow

  • Superior service is the first and last thing a customer will remember
  • Always thank customers for choosing our hospital
  • Use customers name when possible, introduce yourself when entering a patient's room and explain why you are there.

Ask

  • When asked for directions or giving directions, escort your customers whenever possible and announce their presence to an employee at that location
  • No Passing Zone – Acknowledge all call lights
  • Before leaving always ask “Is there anything I can do for you?”
  • Update family members for any delays and as appropriate.

You

  • Follow the dress code policy and where your identification badge so it is visible at all times.
  • Treat each other as they would like to be treated – “Platinum Rule”
  • Take ownership, be proactive, and provide solutions to problems following the chain of command
  • Take pride in the organization as if you own it
  • Take responsibility to maintain a safe work environment (ensure that spills are cleaned up and ensure that trash is disposed of properly)
  • Hold each other accountable for the success of the team

Service

  • Provide prompt, customized service that exceeds expectations
  • Treat each patient as if they were the only patient
  • Establish trust with your customers by following through with what you say you will do
  • Avoid using technical and professional jargon. Use easily understood language and terminology when giving customers information
  • Smile