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 co-workers.
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.
Create the environment: soften lighting, lessen noise, pleasant aesthetics.
Slow down: take time to make eye contact and be attentive to concerns.
Always Take Initiative
Make a Positive First Impression
Smile and make eye contact.
Always maintain positive non-verbal behaviors.
Maintain a positive, willing and flexible attitude; rudeness is never acceptable.
Look out for people who appear 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.
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.
Ask, “Is there anything else I can do for you?” at the end of each regular patient/customer encounter.
Always Take Responsibility
Assume there is something we can do and should do for the customer.
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.
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 (MyMeriter, PRN, staff meetings and leadership forums).
Seek to understand the work of other departments and entities.
Find an opportunity for extraordinary customer service every day.
Always Take Pride
Speak the truth.
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.
Assist one another to provide timely and compassionate care to patients and families
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.
Do not engage in negative behaviors such as gossiping, complaining or undermining others
In Our Health System
Do not speak negatively of colleagues, leadership or the Meriter-UnityPoint Health system.
Advocate for the system: share community feedback within the system.
Blue Standards in Action
Meriter-UnityPoint Health feels privileged to be able to care for patients, families and loved ones during times of happiness and sorrow. We believe a community grows stronger and more compassionate by sharing in others' experiences. Please click here and take a moments to learn how our employees put the Blue Standards in action to provide better care for our patients.