Courtesy/Respect
Respectful Interaction
- Address customers by name
- Acknowledge all who are present
- Show appreciation – say “Please” and “Thank you”
- Escort customers to their destination
- Praise in public, coach in private
Phone Courtesy
- Answer the phone quickly and courteously
- Answer the phone with a smile
- Ask before placing caller on hold or speaker; advise caller if they are on speaker
- Take complete messages – Who, What, Where, Why, When (Date & Time)
- Use cell phones and bluetooth devices appropriately
- Essential use of cell phones to be determined by department manager
Privacy/Confidentiality
- Knock before entering & identify yourself
- Respect individuality, privacy & dignity
- Avoid confidential discussions in public
- Protect PHI and other sensitive information
Teamwork
- Welcome new coworkers
- Share information, knowledge & experience freely
- Take initiative in helping others
- Agree upon and commit to reasonable goals
- Follow through on commitments
- Celebrate/recognize teamwork and accomplishments
- Thank coworkers
- Promote fellowship among employees
Communication
- Practice the GEMS principles
- Get the whole story and apologize
- Empathize and evaluate
- Make it right
- Satisfaction
- Keep customers informed
- Acknowledge customers by listening
- Anticipate customers’ needs and respond
- Manage up – speak well of coworkers
- Be approachable – smile and be friendly
Appearance
Work Area
- Keep work areas clean and uncluttered
- Return equipment to appropriate areas
- Pick up trash inside & outside
Personal
- Show pride in your work and environment
- Maintain a professional appearance
Integrity
- Be honest with yourself and coworkers
- Be ethical in all you do
- Comply with all applicable policies, rules, laws and regulations
- Exercise due diligence prior to decisions
- When in doubt, seek advice from others
- “Do the right thing”