or manager toolbox

Codes of conduct

EL CAMINO SURGERY CENTER CUSTOMER CARE SERVICE OF EXCELLENCE POLICY

PURPOSE:

To provide guidelines for El Camino Surgery Center (ECSC) employees that will foster positive relations among patients, patient’s families/friends, visitors, co-workers, medical staff and other customer groups.

PHILOSOPHY:

We believe that a patient’s visit to ECSC is positively affected by a compassionate, clean, and noise controlled environment. We also believe that the image a patient and family/friends develops about our organization directly impacts their decision to utilize ECSC and therefore our future. We also believe that treatment of co-workers, visitors, medical staff and other customer groups is critical to the success of ECSC. It is for these reasons and because of our commitment to ECSC values, that high priority is given to our customer service efforts.

The intention in all areas of ECSC is that all people:

1. Be aware of and concerned about how their attitude and actions affect patients, families/friends, visitors, co-workers, medical staff and other customer groups.

2. Demonstrate excellent service performance as described within these guidelines, job descriptions and performance reviews.

RESPONSIBILITIES:

1. It is the responsibility of each employee to:

a. Ensure that his/her attitude and actions are consistent with the standards in the ECSC Customer Service Guidelines.

b. Remind colleagues when their attitudes or behavior are inconsistent with these standards. Address issues identified directly with the staff member in a confidential, professional manner.

c. Compliment coworkers when their actions comply with the standards.

d. Point out instances of excellent service or continued non-compliance to the appropriate Team Leader, Manager or Director.

e. Act as an ambassador of El Camino Surgery Center both in and out of the work place. Internal concerns are not to be discussed with or in front of patients, families/friends, physicians, and other customers group. Social discussions are to be kept out of direct work and patient care areas.

f. Use the Letter of Concern process and documentation to report repeated and unsuccessful attempts at resolution for guidelines that are not followed.

2. It is the responsibility of each Team Leader, Manager, or Director to:

a. Ensure that each employee under his or her direction upholds and follows the Customer Service Guidelines.

b. Investigate reports of violations of these standards, document and take appropriate corrective action. Appropriate action may include counseling or disciplinary action.

c. Commend employees under his or her supervision who demonstrate the attitudes and behaviors consistent with these standards.

d. Evaluate the employee’s compliance with these standards as part of the annual evaluation process as well as any special performance appraisals.

e. Bring to the attention of the appropriate Team Leader, Manager or Director instances of behavior consistently in excess of these standards so actions can be taken by that Team Leader, Manager or Director to recognize exemplary customer service.

CUSTOMER SERVICE GUIDELINES
BREAK THE ICE: Make eye contact, smile, call people by name, extend a few words of concern. Be warm and friendly, introduce yourself by name and job function to others including patients, families/friends, visitors, new staff members, new medical staff members, and other customer groups. Wear your name badge with name and picture visible for others to see. Acknowledge and address people appropriately such as “Dr. Smith.”

STOP AND OFFER HELP: When you notice someone looking lost or confused, stop and offer assistance by saying such things as, “May I help you?”. Direct customers to where they need to go. When directing people and if possible, take them part way there, then point out the rest of the way or ask a co-worker to assist them.

SHOW COURTESY: Kind gestures and polite words make people feel special. Use “please” and “thank you”. Apologize for delays. Respond to requests in a cooperative and responsive manner. Treat others as you would like to be treated.

EXPLAIN WHAT YOU ARE DOING: People who come to the Center are often anxious and frightened. Explain in simple terms what is expected of them and what you are going to do for and to them. Base your interactions on the developmental and educational needs of each patient and/or other customer groups. Provide explanations of procedures, rules and policies that apply to the individual(s) and answer questions in a professional, pleasant and informative manner.

ANTICIPATE NEEDS: Offer before being asked. Pay attention to the “little things.” It is the small touches that let people know you care about them. Go the extra mile for all customer groups!

RESPOND QUICKLY: Respond quickly to people’s needs in a timely manner. If delays occur, reassure the patient and family/friends that you “have not forgotten about them.” Follow through on requests whether they are from a patient, family/friend, co-worker, physician or others.

PROTECT PRIVACY AND CONFIDENTIALITY: It is important to protect the privacy and confidentiality of all patients. Draw curtains when needed and ensure patients are covered to maintain dignity and privacy. Limit discussions about patients to private areas and then only to those who need to know. Ensure that medical records are not left around for others to see. Maintain confidentiality of employee and Center information, communicating only to those who need to know. You have signed a confidentiality agreement; remember to honor it.

HANDLE WITH CARE: Work can be accomplished efficiently without the appearance of being rushed.

PRESERVE DIGNITY: Treat all with dignity and respect each other’s autonomy. Ask, don’t tell. Treat the patient as an individual. Treat others with kindness and compassion. Maintain and enhance the self-esteem of all the people with whom you speak personally and by telephone.

TAKE INITIATIVE: Just because a task is not your job, doesn’t mean you cannot help or find someone who can. Make an extra effort to help someone out. Make the effort to straighten up the facility (i.e., pick items up off the floor, wipe up spills, ensure the restrooms are stocked, put trash in the trash cans, …). Take the initiative to make our service better. Handle conflict situations by asking for the person’s help in solving the problem. Handle complaints and conflicts in a constructive manner and offer positive solutions along with concerns or issues identified.

COMMUNICATE WITH PEOPLE APPROPRIATELY: Make sure both your tone and word selection match the intended message and audience. Use language and terminology that the listener can understand. Check for understanding and clarify when needed. Show compassion and understanding in your words. The tone of your voice directly impacts the way your message is received. Keep conversations positive and constructive; when discussing problems or issues, focus on potential solutions. Control gossiping or complaining. Practice appropriate venting skills. Attend to and understand ECSC communications.

LISTEN: When another individual, whether it is a patient, family member or friend, physician, co-worker or other customer voices concerns to you, do not take it personally and do not get defensive. Use active listening skills. Try to understand what has happened and how you can help to resolve the problem. Be part of the solution. Defer any unresolved issues when indicated to a Team Leader, Manager or Director.

HELP EACH OTHER OUT: By helping each other, we all help the Center to achieve excellence and a high level of patient, physician and employee satisfaction. When you see a co-worker or physician struggling, offer assistance. Do not wait to be asked. Share your knowledge.

USE PHONE SKILLS EFFECTIVELY: The phone may be the only perception someone has of ECSC, and we want it to be a positive one. Always answer the phone with your name and when appropriate your unit. Use a pleasant tone of voice. If you place a call on hold, return to the caller and inform them if there will be a delay in speaking to the person they are waiting for. If there is a delay, offer to take a message and have the call returned. Do whatever is necessary to assist the caller. When using the paging system, announce the page twice such as, “Dr. Smith extension 7992, Dr. Smith extension 7992 please.”

ACT PROFESSIONAL: Be aware of your actions and words especially in public areas. Concerns, issues and/or needs are to be discussed with appropriate individuals in appropriate places. If any emergencies exist, remain calm and appropriate. Immediately contact the Executive Director, Clinical Director and/or Business Office Manager. If none of these individuals is available, contact a member of LQC to handle the matter. Follow the appropriate policies/procedures related to emergencies.

LOOK PROFESSIONAL: First impressions are lasting ones. Both grooming and dress are important. Work attire should be neat and professional looking. Clothing can be comfortable but should not look too casual. If the scrubs you have chosen to wear that day are worn or ripped, please exchange them and leave the old scrub(s) for the Materials Management/Facilities Team Leader with a note as to what is wrong with them. Avoid wearing excessive perfume or cologne.

MAINTAIN A POSITIVE WORK ENVIRONMENT: Support team work within and between teams. Arrive on time and be in attendance. Complete work to the best of your ability and strive to continuously improve the quality of your work. Be flexible in work assignments and schedules. Maintain a neat, organized and safe work area. Take responsibility for maintaining a safe work environment and fulfill job functions in a safe manner. Notify appropriate personnel immediately of any hazard, injury, equipment problem, or potential safety problem.

BE COMMITTED TO CONTINUOUS QUALITY IMPROVEMENT: Report potential or real quality issues in a timely manner. Be always cognizant of how we can improve our services and work with co-workers and other customers in quality improvement efforts.

El Camino Surgery Center is dedicated to be a leading force in health care committed to innovation, growth and excellence.

Source: El Camino Surgery Center, Mountain View, Calif. El Camino acknowledges the code of conduct developed by Cheryl Dendy, RN, of the St John Surgery Center, St Clair Shores, Mich.


Last updated: March 28, 2002