Service Excellence I am Saint Joseph Hospital Service Standards I will … always present a professional appearance by following our
dress code and
personal hygiene standards
I will… always offer communication that focuses on our guests by using
AIDET (
Acknowledge the situation,
Introduce self and role,
Duration explained as relates to involved timeframe,
Explanation is what the guest can
expect from our services,
Thank you is always important, especially when
dealing with service failures).
I will… always answer telephone with name, department, and
“How may I help you?” I will … always practice
active listening to all guests, which means listening
and
repeating back what I have heard while maintaining eye contact.
I
will … always keep safety first by
voicing safety concerns , and reporting
“good catches” I will … always speak in a
positive manner about my hospital, physicians,
teammates, and support services.
I will … always assume responsibility and an
“I’ll take care of it” attitude,
and immediately seek additional help when needed.
I will … always
go the extra mile and take the initiative to address patient and
family member needs and desires.
I will … always
take ownership and
pride in the space that I work, patients
under my care, and every other person and area that I touch.
I will … always
