Take Care

Take Responsibility

Show Respect

• Be courteous.
• Ask permission.
• Address people by preferred names.

Understand Differences

• Respect the diversity in all of us.
• Take time to understand individual needs.

Show Empathy

• Let people know you are sensitive to their feelings.
• Accept - do not judge.

Protect Privacy and Confidentiality

• Eliminate conversations in public places regarding patients and coworkers.
• Increase awareness of need for privacy of physical (body) and environment: clothing, doors and curtains, draping, transport.
• Share information judiciously - on a need-to-know basis.

Treat Gently

• Create the environment: soften lighting, lessen noise, pleasant aesthetics.
• Slow down: take time to make eye contact and be attentive to concerns.

Assume Ownership

• Assume there is something we can do and should do for the customer.
• Be reliable.
• Match words with actions.
• Provide clear feedback and information.

Initiate Response to Customer Concerns

• Listen without judgment or defensiveness.
• Make no excuses.
• "Make it right" based on customer feedback.
• Learn from experiences.

Solve Problems

• Do something - take action.
• Look for improvements and be part of solutions.
• Don't pass the buck - take responsibility for following through.
• Identify and inform appropriate individuals who can help resolve problems.

Stay Involved and Informed

• Use factual communication resources (SourceNet, PS, PRN, Staff Meetings).
• Seek to understand the work of other departments and entities.
• Dispel rumors.
• Find an opportunity for extraordinary customer service every day.

Take Initiative

Take Pride

Make a Positive First Impression

• Smile and make eye contact.
• Look out for people who appear to be lost and offer assistance.
• Introduce yourself - giving name and role.
• Wear appropriate uniforms or other dress based on unit or department standards.
• Wear name badge so customers can see it.
• Be your best on the phone.

Give Information

• Let people know what, when, where and how.
• Ask if customer has questions.
• Repeat/rephrase until customer understands.
• Don't be afraid to say, "I don't know, but I will find someone who does."

Anticipate Customer Needs

• Don't wait - act first.
• Have accessible written information.
• Explain problems and delays.

Ask How You Can Help

• Take initiative to ask with respect and openness.
• Listen compassionately.
• Ask, "Is there anything else I can do for you?" at the end of each regular patient/customer encounter.

In Yourself

• Speak the truth.
• Admit mistakes.
• Proactively seek ways to maintain personal energy and enthusiasm.
• Take responsibility to get the information needed.

In Your Environment

• Limit casual/"social" conversations when patients/ customers can hear.
• Keep your work area clean.
• Pick up litter and debris in work areas, hallways, patient care areas and public areas.

In Your Team

• Take responsibility to give appropriate feedback to peers on service behaviors.
• Be open to feedback from others.
• Work together as an organization, not only as individuals and departments.
• Bring out the best in each individual and group, acknowledging others' moments of excellence.

In Our Health System

• Speak well of the system: view all community contacts as potential customers.
• Advocate for the system: share community feedback within the system.