Northern Rockies Medical Center

Service Excellence Program

The Nine Quality Traits

 

1. INTERNAL SERVICES:

Serve and care for our employees as we would for our patients and guests. Treat our colleagues as professionals through courtesy, honesty and respect. Encourage other people’s work; praise whenever possible. Make new staff members feel welcome.

2. 10 FOOT CIRCLE

Engage and acknowledge everyone who comes into your 10 foot circle of influence. Smile and introduce yourself when appropriate. Hold doors open for others.

3. POSITIVE IMAGE

Present a positive image through friendly body language, facial expression and appearance. Be clean and professional. Follow dress code policies and wear your identification badge correctly at all times.

4. PHONE IMAGE

Create a welcoming atmosphere by answering the phone in three rings or less with a personal greeting. Identify your department and yourself, and then ask, “How may I help you?” Know how to operate the telephones in your area. Provide the correct number before transferring a call. Get the caller’s permission before putting them on hold and thank the caller holding.

5. PERSONAL CONNECTION

Find ways to create relationships with our patients and guests. Use their names in every interaction. Be respectful of patients and make sure that patient information is kept confidential. Never discuss patients and their care in public areas or with your family and friends.

6. NO PASSING ZONE

Anticipate and help patients and guests with their needs. Listen to our patients and guests. Be courteous. Speak clearly and avoid jargon. When you pass a patient or guest off to someone else, take personal responsibility to follow through. Educate families about procedures and provide a comfortable atmosphere for waiting.

7. MAKE A POINT

Whenever possible, escort our patients/guests to their personal destination. Avoid pointing.

8. ACCOUNTABILITY

Take pride in this organization as if you own it. Pick up litter and dispose of it properly. Contribute to the overall cleanliness of the environment. Accept the responsibilities of your job. Adhere to policies and procedures. Live the values of this organization. Hold each other accountable to follow the service excellence standards. You are Northern Rockies Medical Center.

9. ALWAYS STRIVE TO EXCEED

Find ways to say “yes” to our patients and guests. Give options and think of ways you can exceed expectations. Use service excellence as a way to be an advocate. Thank our patients as guests for choosing Northern Rockies Medical Center.