AT GVMH we have Customer Service expectations for staff and I’ve listed those expectations below.  The key take away from today’s blog is the word “Expectations”.  Our patient’s expect to be treated in a specific manner and our Customer Service Expectations remind staff of the things they can do on a daily basis to meet our patient’s expectations. 

Our patients come to us believing that we are competent in what we do and that we are able to provide quality health care services.  In many cases the services we provide are so technical and complex the patient really wouldn’t know if we didn’t do it exactly right especially if it didn’t affect their outcome.

What our patients do know is how they are treated and they know how they expect to be treated.  Our Customer Service Expecations help staff remember all the things they can do to affect the patient’s perception of care. 

We provide great care at GVMH and our Customer Service Expectations help remind us of all the things we can do to show we care!

Anticipate needs:  You’ll often know what people need before they have to ask.  When in doubt, ask.

Respond quickly:  When patients are worried and sick, every minute seems like an hour.  When co-workers need information or help, they find delays frustrating.  When you help your co-workers you help patients.  Organize tasks to decrease   waiting time.

Double check accuracy:  Accuracy conveys quality and saves rework.

Greet people with a pleasant and sincere greeting:  Always maintain positive eye contact.  Smile and use polite words.  Leave people with a sincere farewell.  Use their name if and when possible.

 Answer the telephone promptly in a pleasant manner:  When you are on the telephone, you are GVMH.  Greet the caller with your name, department, and “How may I help you?”  Eliminate transferring of a call when possible. 

Treat people as individuals and handle with care:  Maintain the dignity, confidentiality and rights of others.  Consider physical and age related needs of our patients. Treat people as you would want to be treated.

Take time for courtesy and consideration: Your words and tone show you care.

Keep it Quiet:  Noise is stressful.  It also shows a lack of respect and concern for patients.

Notice when someone looks confused:  Stop and lend a friendly hand when you notice someone looking confused.  Escort people to their destination when possible rather than give directions.

Listen and act:  When people complain, don’t blame others or make excuses.  Take the initiative to solve the problem promptly or help that person find the right person to help them.

Keep building and work areas clean and safe:  If you see trash, pick it up.

Take care of equipment and promptly report all malfunctions.

Keep people informed:  Always explain what you are doing and what to expect. 

Patients and families are always less anxious when they know what is happening.

Communicate openly and effectively.

Look the part: Professional dress and behavior build people’s confidence in us.

Act the part: Professional behavior includes maintaining privacy, protecting personal information, watching what you say, where you say it and how you say it.

Always speak positively about GVMH and staff while at work as well as in the community.

About Craig Thompson

I am a young professional with two great sons, and I work in the healthcare setting. I am employed in hospital administration and serve as Chief Executive Officer at Golden Valley Memorial Healthcare in Clinton, Missouri. At GVMH we care for our families, friends and neighbors. We're committed to providing the safest, friendliest and most compassionate care to all we serve.
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