Service Excellence

Appearance

• Personal appearance
• Facility appearance

Communication

• Acknowledge customers
• Keep customers appropriately informed
• Maintain confidentiality
• Telephone/voice/e-mail etiquette

Ownership/Accountability

• Act as an ambassador of HCMH at all times
• Anticipate and exceed customer needs and expectations
• Understand and accept responsibilities

Respect

• Treat customers (patients, guests, co-workers) as I would want my family to be treated
• Treat co-workers (employees, physicians, volunteers) as professionals
• Punctual in meeting customer’s request and needs
• Recognize and respect differing viewpoints and beliefs

Attitude

• Acknowledge customers, smile and maintain eye contact
• Apologize for problems, inconveniences, and wait times
• Thank customers for choosing Hancock County Memorial Hospital