Patient/Customer Centered:

In Clinical Care Areas:

• Respect patient privacy by closing curtains, not allowing unnecessary traffic, and providing privacy for discussion of issues.

• When transporting patients in wheelchairs on the elevator, always face them toward the door and exit with care. If transporting a patient in a bed or stretcher, politely ask others to wait for another elevator.

• Follow patient call light standards.

• Properly identify and secure patient belongings.

Continuous Learning:

• Respond constructively when new ideas, requirements, and/or work processes are initiated.

• Pursue personal development in ways that enhance the quality of job performance and service to customers.

• Look for ways to continually improve processes and work methods that will benefit our patients, visitors and customers.

• Identify problems and suggest solutions.

• Meet new challenges with creativity.

Community:

• Establish and strengthen partnerships within the Hartford Hospital community and your community.

Communication:

• · Listen without interruption. Give full attention to what the customer is saying.

• Speak in a clear, concise manner and avoid jargon in order to minimize anxiety.

• Use telephone etiquette.

  • Answer phone by the 3rd ring

  • State your name, location and ask, “How may I help you?”

  • Stay on the line when transferring calls to assure completion

• Never discuss how busy you are with patients, visitors and customers.

• Use facial expressions, body language and tones of voice that convey positive messages.

• Acknowledge requests/concerns and respond as appropriate.

• Keep patient, primary contact and customers informed of delays.

Relationships:

• Take opportunities to help other coworkers.

• Refrain from making judgment or criticism of others, praise whenever possible.

• Contribute to effective teamwork.

Diversity:

• Identify and respond to patient’s, visitor’s or customer’s special needs.

• Ask the patient, visitor or customer for their name preference (by title: Mr., Mrs., Ms., Miss and last name, or first name or nickname) and then call them by their preferred name (make note of preference on chart if applicable).

Human Resources:

• Address problems by going to the appropriate supervisor.

• Develop and meet at least one performance goal related to service excellence.

Organizational Ethics:

• Keep all patient, visitor and customer information confidential.

• Avoid sharing hospital or personal problems where patients, visitors or customers can overhear them.

Superior Performance:

• Actively participate in service excellence initiatives.

• Be dependable.