Memorial Hospital's
Customer Service
Standards Agreement

Before completing an application for employment at Memorial, please review our Service Standards.  If you feel you can meet these standards, then proceed with completing the Electronic Employment Application using the link at the end of the Customer Service Standards Agreement.

Memorial has a long history and tradition of providing quality healthcare that has met the needs of our community.

We want to build upon this tradition and continue to improve the level of service that we provide to our patients, their families, and our Medical Staff.

It is the responsibility of every employee to read, understand, and practice these behaviors with every patient, family member and visitor they come into contact at Memorial Hospital.

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Memorial Hospital has established and defined Specific Customer Service behaviors that all employees, while on duty, are expected to practice. These Service Standards include:

Accountability / Sense of Ownership

• Be polite, compassionate, courteous and respectful
• Take pride in yourself
• Adhere to hospital and department dress code
• Present yourself in a professional manner
• No inappropriate language
• Wear ID Badge at all times above waist
• Take pride in the hospital environment
• Maintain a neat and organized work space
• When litter is observed, pick it up and dispose of it properly
• Report any security or safety issues
• Take time to clear rooms of unnecessary equipment
• Keep hallways and rooms clutter free
• Rudeness is unacceptable
• Make a conscious effort to have a positive attitude
• Avoid making statements like, “It’s not my job.”
• Personal conversations or issues with other staff should not occur while in the presence of our customers
• Personal cell phones and electronics are to be used in break areas only

Timeliness

• Call lights – answer/respond within 3 minutes. Call lights serve as a call to action. All employees may answer/acknowledge a call light.
• Be proactive; anticipate the patient’s needs
• Establish appropriate timeframe with response when a delay has occurred.
• Punctuality - be mindful of your shift start time.
• Establish turn around parameters for test results to be communicated to the patient

Communication

• Answer the phone with a smile – identify yourself and the department. Answer phones promptly.
• Update patients/customers of their timeframes for their care regularly
• When you walk into a patient’s room, identify yourself, why you are there, and how long you will be there.
• Make eye contact
• Before you leave the room or finish a patient encounter ask: “Is there anything else I can do for you? I have the time.”
• Be a good listener
• Make sure the patients/families understand what is happening related to care, treatment, and/or procedures
• Do not gossip

Compassionate Service

• Patients (adult) will be addressed by title, surname unless permission is granted by the patient to use a more informal form of address
• Be attentive and alert and ready to help
• Empathize with others, put yourself in their place
• Introduce yourself by name and position on initial contact with patient and/or visitor
• Go out of your way – escort visitors and patients where they need to go
• Strive to provide prompt service. If you are unable to meet the request, find someone who can.
• Anticipate patients needs; for example – set up for meals, toileting, etc.
• Prior to leaving a patient, state, “Is there anything else I can do for you? I have the time.”

Teamwork

• Acceptance of job assignments
• Offer assistance to co-workers
• Ask for assistance when needed
• Treat co-workers with professionalism and respect: Every job is important
• Be part of the solution – not the problem
• Look for “positives” in co- workers; acknowledge their contributions
• Support and encourage new employees
• Get involved in committees and organizational programs
• Be a mentor to new employees
• Discuss and address conflicts privately
• Practice forgiveness

Attitude

• Be positive – smile, be polite, approachable, and sincere
• Be aware of your tone of voice and body language
• Be responsive to patient/family requests
• Say “yes” first
• Express willingness to help
• Be patient with one another
• Apologize if needed
• Avoid a defensive response
• Respect others privacy – communicate or knock before entering, don’t talk in hallways/elevators, protect physical privacy
• Be respectful of culture, social and religious diversity

The Service Standards are the foundation to building a culture of Service Excellence and represent a guide code of conduct for employees to follow each day in performing their assigned duties and responsibilities.

As an applicant for employment with Memorial Hospital, Memorial Convalescent Center or Belleville Health and Sports Center, I understand Memorial's expectation that I will, if employed, practice and comply with the above standards. I also understand that acknowledgement of these procedures is necessary for my Application for Employment to be considered.

Click on I AGREE to access the Electronic Employment Application.

I AGREE