Mission, principles, & values
How many UHS principles do we have?
4
How many patients do we have the capacity serve at Centennial Peaks?
104
Name two service recovery behaviors.
Apologize, show empathy, listen actively, allow customer to vent, communicate, remain calm, focus on the customer, show appreciation, show urgency, obtain agreement on solution, ask questions, follow up
Name 3 roles of a leader
Lead by example, carve out resources, coach, remove barriers, cheerleader, hold selves/others accountable, role model/demonstrate integrity, reward appropriately, change agent, establish continuity, drive/set performance standards, empower
Who is apart of creating the patient experience?
Values: What are the three I's?
Integrity, intensity, intelligence
What are our 5 core values?
Kindness, Grit, Fun, Innovation, Accountability
Define service recovery
Finding ways to turn negative service into a positive experience
Name 2 ways to take ownership
don't blame shift, own the request, focus on the solution (not the cause), be personally accountable for the results
Give an example of how you participate in process improvement & decision making.
Example
Name 1 UHS principle
•We Provide Superior Quality Patient Care
•We Value Each Member Of Our Team And All Their Good Work
•We Are Committed To Being A Highly Ethical Healthcare Provider
•We Are Devoted To Serving Our Local Community
Define service excellence in your own words
Working together as a team to go above and beyond for our customers
What percentage of people won't purchase from a business that has negative online reviews?
86%
How many seconds does it take to make a first impression?
7 seconds
Name some other forms of nonverbal communication
Comfort zones, eye contact, silence
When was the UHS mission statement created?
1979
What are the 3 standards of service excellence?
Treat everyone as a guest, demonstrate professionalism and excellence, and practice teamwork
What is the platinum rule?
Do unto others as they would have done unto them
Fill in the blank: I demonstrate professionalism in how I ____, what I ____, and what I ____
I demonstrate professionalism in how I look, what I say, and what I do
How does practicing team work provide superior quality to services at Centennial Peaks?
example
Our mission is to provide superior quality healthcare services that: ____recommend to family & friends, ____ prefer for their patients, ____ select for their clients, ____are proud of, and ____ seek for long-term returns.
patients, physicians, purchasers, employees, investors
Name the first person who shared today for intros. AND what animal they were and why
first person for intros
Name 2 of the 5 components of service recovery.
•Exceed the needs and expectations
of all customers
•Keep promises to earn trust
•Display service recovery skills
without blaming
•Create a positive “WOW” experience
•Personal accountability
We will provide world-class service that is
timely, professional, effective and efficient to all
of our customer groups at all times.
A patient's perception of care impacts our reputation at Centennial Peaks with...
Physicians, Professional referral sources, Community at large. We are embassadors!