Your guide to service excellence
At all of Catholic Healthcare West (CHW)’s facilities, we don’t just care for patients. We care about people.
We are proud to be more than just healthcare providers. Each member of our team is an ambassador of CHW, promoting healing and wholeness throughout our community. By demonstrating dignity and respect in every interaction we have with a patient, a family member, a physician and each other, we are given the opportunity to positively influence people’s lives each and every day. The principles outlined below illustrate the behaviors and policies that define what it truly means to be a member of the CHW family.
We understand that what is important to us is also important to others, which is why we strive to exceed expectations through teamwork and innovation. Our mission is to help people get back to what matters most – enjoying life.
1. Creating a positive first impression
- Greet everyone in a warm, friendly manner. This includes making eye contact and smiling, as well as being the first one to speak. Make certain to address customers by their last name, and introduce yourself by name and position.
- Anticipate specific customer needs.
- Present a professional and confident image, which includes displaying your I.D. badge in a visible location.
- Discuss your personal business privately.
2. Treating everyone with dignity and respect
- Put those we serve first.
- Positively represent the hospital in the workplace and the community. This includes praising colleagues in public and constructively criticizing in private.
- Understand our cultural differences.
3. Communicating compassionately and effectively
- Take time to be a good listener. This will help you to better understand your customer’s needs.
- Show your support in what you say and do.
- Keep your customers well informed and make sure to respond to their needs in a timely fashion.
- Choose to have a positive day.
- When caring for patients, use whiteboards consistently.
4. Acknowledging and amending
Acknowledge:
- Listen to the customer’s concern. Acknowledge this concern with the statement “I understand that you feel this way.”
- Don’t argue, make excuses, or place blame on someone else.
- Don’t take it personally.
Amend:
- Thank the customer for bringing the issue to your attention.
- Ask if there is anything else you can do to follow through.
5. Maintaining a safe environment
- In order to keep our workplace safe, correct any unsafe conditions if you can, or report them when you need assistance.
- Understand the safety and disaster codes and how to respond appropriately.
- Keep all areas clean, neat and clutter-free. This includes removing all broken equipment and furniture, picking up litter, and keeping hallways clean.
- Know and adhere to the national patient safety goals.
6. Protecting confidentiality and privacy
- Keep all customer information confidential. This information should be accessed on a need-to-know basis only.
- If you need to discuss confidential information, do so in private areas only. Conduct such conversations with discretion.
- Communicate only what is necessary to provide excellent clinical care and service.
- Eliminate gossip (you are the source).
7. Using key words at key times
On the telephone:
- “This is the medical floor, Jane speaking. How may I help you?”
- “Is there anything else I can do for you?”
Patient care:
- “Hello, Mr. Jones. My name is Nancy. I am your nurse and will be providing your care today.”
Everyday encounters:
- “May I help you find something?”
For more information, please contact Service Excellence at 480.728.3114.
