Title: Service Excellence Policy (Customer Service) Manual: Management Section: General Document Number:

Transcription

1 Page 1 of 5 Title: Service Excellence Manual: Management Section: General Document Number: Issuing Authority: Operations Date Issued: March 2011 Date Revised: PURPOSE: The Brant Community Healthcare System (BCHS) is committed to a service- with our internal and external customers. The BCHS service philosophy is to provide the highest quality customer service with all customers at all times. POLICY STATEMENT: In order to achieve our values of respect, quality and accountability, we must provide effective service to all customers we serve. (Customers are colleagues within and outside our department, patients/clients, volunteers, family members, community members and partners). The BCHS believes that it takes more than skilled and dedicated professionals to care for our patients. We commit to a culture of compassion and customer service excellence in all our activities and interactions with each other and our patients. The Service Standards for all BCHS Members are: Actively listen Display empathy Roles and Responsibilities of BCHS Members to all customers, at minimum by following Service Standards Participate in mandatory education and seek out additional education and coaching as required Provide professional and timely feedback to BCHS members who do not follow this or related policies Provide facts regarding the actions or inactions that do not meet Service Standards to the BCHS member s direct supervisor Participate in investigations as required Roles and Responsibilities of BCHS Leaders Follow the expectations of all BCHS members as stated above Model the substance and intent of this policy and demonstrate through words and actions a service Ensure staff are able to access and participate in mandatory training Collect and seek to understand facts regarding reports of the Service Standards not being met; investigate as necessary Take corrective action as appropriate

2 Page 2 of 5 DEFINITION(S): BCHS member employed staff, privileged staff (physicians, midwives, dentists, extended-class nurses), volunteers, students, Board Members, and affiliates of the BCHS Customer an individual that utilizes the services of another; customers can include patients/clients, family members, members of the general public, community partners, coworkers, and BCHS members in other departments Service an act or variety of acts that are done to help or assist others PROCEDURE: Interactions with customers must align with the BCHS s mission, vision and values, Respectful Workplace policies, and Customer Service Standards. If service is not being provided to customers in a way that aligns with Customer Service Standards, feedback will be provided directly to the individual regarding what is needed and expected. If service continues to be provided in a way that does not follow the Customer Service Standards, facts will be presented to the individuals direct supervisor. The direct supervisor will support the individual to provide feedback directly to the individual if this has not already occurred. Note: if the behaviour is disrespectful, threatening or violent, refer to procedures in Respectful Workplaces policies. The direct supervisor will review the facts provided and determine if an investigation (or other action as aligned to the appropriate policy) is necessary in consultation with Human Resources (e.g., speak with parties involved, review records). If there is evidence a breech of the Customer Service policy has occurred, the direct supervisor will speak with the Manager of Human Resources to determine the appropriate response. Steps arising from this meeting will be carried out promptly. The direct supervisor will provide feedback to parties directly involved that a review has occurred. RELATED PRACTICES AND / OR LEGISLATIONS: Respectful Workplaces Staff Respectful Workplaces Privileged Staff Respectful Workplaces Patients/Visitors Whistleblower Policy Code of (Business) Conduct BCHS Patient Declaration of Values Bill 46 Excellent Care for All Act REFERENCES: BCHS Strategic Plan APPENDICES Appendix A: Service Standards Patients and Visitors Appendix B: Service Standards BCHS Members (staff, physicians, volunteers, students) Appendix C: Service Standards BCHS Leaders

3 Page 3 of 5 Appendix A: Service Standards Patients and Visitors Service Standards Examples of Service Behaviours Link to Patient Declaration of Values We provide service in a way we want our loved ones to be cared for Quality I deserve the best possible healthcare and healthcare experience at BCHS. This includes care that is safe. Actively listen We actively listen to understand what patients and families are saying and need We make direct eye contact We refrain from interrupting Accountability I expect BCHS to take responsibility for their actions and work with me to make progress toward my health goals. We remember that clients are the reason for our work, not an interruption to our work We offer help Access I expect to have timely access to the right healthcare services provided by the right healthcare professional in the right environment. Display empathy We show genuine care for others through empathy Respect I have a right to healthcare services that meet my needs, which are provided in a way that respects who I am as a person. We provide patients with information, explain es and update them We seek feedback on how our es do not work for patients and families We make every attempt to rectify issues we have control over in a timely manner We support patients to make informed decisions and respect their choices Information I expect to be able to ask BCHS for information about my condition and for the hospital to provide me information. This includes talking with me about what that information means for me when I must make decisions concerning treatment and living with my condition. Choice patients have a right and responsibility to participate, to their level of ability and preference, as a partner in making decisions that affect their lives Involvement - I can be active in my health care decision-making.

4 Page 4 of 5 Appendix B: Service Standards BCHS Members (staff, physicians, volunteers, students) Service Standards Examples of Service Behaviours Link to BCHS Values & Definitions We treat our colleagues in the way we expect them to treat us We do not gossip we speak directly to our colleagues about concerns or questions we have in a timely manner Actively listen We seek to understand what others are asking from us and why We make direct eye contact We refrain from interrupting We do not take an it s not my job attitude We acknowledge others role on the team and work collaboratively We help others Accountability We take responsibly for our actions and outcomes. Display empathy We show genuine care for each other We are non-judgemental We keep our colleagues updated We provide information about our es We respect our colleagues choices We take responsibly for identifying solutions and fixing issues or problems we become aware of

5 Page 5 of 5 Appendix C: Service Standards BCHS Leaders Service Standards Examples of Service Behaviours BCHS Values and Definitions We maintain a flexible leadership style (based on the and BCHS member we are speaking with) We treat all as equals Actively listen We listen to understand We check for understanding We tell people what we will do with this information they have shared We ensure people realize they are the reason for our work We work with people to find answer and solutions to their issues Accountability We take responsibly for our actions and outcomes. Display empathy We show genuine care We acknowledge people s differing needs, opinions and feelings We provide as much context for people as possible We explain es We keep people informed as we become aware of issues that impact quality of care and work life We empower staff to immediately rectify patient issues We provide options and choices wherever possible