Customer Service Standards


Attitude

  • Welcome people and thank them for using our services. Exceed expectations.
  • People who feel welcome and appreciated are more likely to use our services again.
  • Acknowledge a customer’s presence immediately. Smile and address people by name.
  • People feel unimportant when ignored. Talking to our customers makes them feel welcome and comfortable.

Appearance

  • Maintain a professional attitude and demeanor at all times.
  • Success mirrors professionalism.
  • Be clean and professional at all times.
    • Professionalism equals respect.
  • Follow dress code policies.
    • This is expected of all employees. Appropriate dress conveys a sense of pride in ourselves and in our professions.
  • Wear identification badge correctly at all times by placing it in the left upper chest area.
    • This identifies you as a Wilkes Regional Medical Center employee.
  • Pick up litter and clean up spills, returning equipment to its proper place throughout the facility.
    • A clean work area welcomes customers and reflects our desire to maintain a safe environment.

Communication

  • Listen to customers, don’t use jargon.
    • People feel valued when we take time to hear their thoughts.
  • Escort patients, families and visitors to their destinations when assistance is needed.
    • The extra effort reduces frustration and makes people feel important.
  • Be knowledgeable about your surroundings and services. Know how to operate daily equipment.
    • Employees are responsible for helping customers and accessing services provided. Knowing how to use your phone and asking for permission to place a customer on hold reduces frustration and gives a sense of respect.
  • Smile and introduce yourself immediately stating your full name, department, and role. Answer calls promptly and always ask, “How may I help you?”.
  • Staff will not interrupt patient care for personal business.
    • This leads patients to feel that their healthcare is not taken seriously and that they are not our #1 priority.

Customer Needs

  • Acknowledge needs and requests of our patients, families and visitors.
    • This lets people know we care about them as individuals.
  • Help resolve and acknowledge complaints quickly. Respond promptly. Anticipating needs to minimize requests.
    • Resolving complaints quickly will help us keep customers.
  • Ensure continuity of care by reporting to your relief worker before leaving the department. Check on patients prior to shift change to minimize requests during handoff of care.
    • Everyone working together makes all of us successful.

Elevator Etiquette

  • Always speak and smile to other passengers. Hold the door open for others. Face patients being transported to the door.
    • This common courtesy conveys professionalism.
  • Pause before entering an elevator so you do not block anyone’s exit. Step aside or to the back to make room for others.
    • This allows patients, family members and visitors to enter and exit first.
  • Always speak and smile to other passengers. Hold the door open for others. Face patients being transported to the door.
    • This common courtesy conveys professionalism.
  • Pause before entering an elevator so you do not block anyone’s exit. Step aside or to the back to make room for others.
    • This allows patients, family members and visitors to enter and exit first.

Customer Waiting

  • Educate patients and family members about processes and procedures, including wait time. An acceptable waiting time for scheduled appointments is ten minutes; one hour for non-scheduled visits. Provide a clean, comfortable atmosphere in waiting areas.
    • This reduces anxiety, helps people plan their schedules and lets them know we value their time. People who must stay in waiting areas expect the environment to be clean and inviting.
  • Offer refreshments and update patients and families periodically—at least hourly. Always thank customers for waiting.
  • People have the right to know what is happening and why we are requiring more of their personal time.

Privacy

  • Discuss patients and their care in a confidential manner to appropriate individuals.
  • Confidential information will be shared on a “need to know” basis only.
  • Knock before entering patients’ rooms, exam rooms or workspaces. Close curtains/doors when exiting a patient area. This demonstrates respect for others’ right to privacy.