Service Excellence Commitment
Meadville Medical Center & Subsidiaries
"People Matter"
A set of Customer Service Standards of
Performance has has been developed by the employees of at Meadville
Medical Center to establish specific behaviors that all employees,
volunteers, contracted services and vendors are expected to practice
while on duty.
• First Impressions – Immediately acknowledge
and greet with a smile, dress professional clean and neat, wear name
badge between elbow and shoulder so the name is showing.
• Attitude – Welcome customers and introduce
yourself, treat everyone as though they are the most important,
rudeness is never acceptable, apologize for delays and respect each
individual person.
• Greetings – Listen, interact with staff,
patients and families, solve problems and use empathy. Give directions
if customers are having trouble finding their destinations and
personally escort if needed. Remember the patients are the reason we
are here!
• Commitment to Coworkers – I will support the group and be a part of the team.
• Confidentiality – Patient records are
confidential, interview patients in privacy close doors/curtains if
available. Never discuss a patient in a public area.
• Customer Waiting – Educate and update about
the process or delays. Update about delays every 30 minutes and
families undergoing a procedure every hour. Apologize for delays.
• Privacy – always knock before entering rooms,
when transporting make sure the patient is covered. Always maintain a
secure and trusting environment.
• Safe Environment – I will always think, act, be and stay safe.
• Ownership of Performance – Take pride in MMC as if you owned it.
• Service Recovery – ACRE – Apologize,
Communicate, Resist the urge to gripe, explore corrective action.
Putting out “Fires” in customer service
I have read and understand the Customer Service
Standards of Performance and I agree to comply with and practice the
standards outlined within.
YES NO