Professional Documents
Culture Documents
Service Excellence is an integral part of TriHealth. An excellent employee is one that is not only qualified technically/clinically, but
someone who consistently upholds our Values and Standards to deliver the highest level of care and service to our internal and
external customers. The expectation is to follow our Core Values: Showing Respect for People, Respecting our Spiritual Heritage,
Responding to Community Needs, Demonstrating Stewardship, Valuing Differences and Providing Service Excellence for all
Customers.
The following is a descriptive list of expected competencies/standards including actionable behavior that will allow us to uphold
TriHealths Values on a daily basis and enable TriHealth to meet the goal of being the #1 healthcare provider as well as the
#1 employer in our community.
KINDNESS /COMMUNICATION
The degree physicians, employees, patients, and visitors are treated with respect and compassion. Efforts to anticipate and
proactively meet the needs of all TriHealth's "customers" inside and outside of the organization. This may be demonstrated
through recognition, respect and encouragement of others.
You are a role model for Service Excellence when you:
Kindness:
Communication:
AIDET
Acknowledge, Introduce, Duration, Explanation, Thank
ALERT MODEL
Apologize, Listen, Empathize, Respond/Return, Thank
STEWARDSHIP /SAFETY
The degree to which effective use of people, time, materials, and financial resources are managed and patient care is free from
accidental injury due to medical care or medical errors.. The extent to which integrity and trustworthiness are displayed.
You are a role model for Service Excellence when you:
Use time, materials and resources wisely
Revised 2/19/10
TEAMWORK
The extent to which peers create positive work environment and establishment of relationships with key patients/customers,
physicians, departments, and staff. Taking actions that demonstrate consideration for the feelings and needs of others; being
aware of the effect of ones behaviors on others.
You are a role model for Service Excellence when you:
Actively participate on the team, support and respect all
co- workers
Respond positively to requests for information,
suggestions, and assistance
Build collaborative relationships both inter and intradepartmentally
EMPLOYEE ENGAGEMENT
The extent to which employees put discretionary effort into their work; the degree to which employees take initiative, Taking
action beyond what is necessarily called for in order to achieve goals. This may be demonstrated by flexibility in scheduling and
the willingness to work extra, unscheduled shift assignments or assuming alternative location assignments. Engaged
employees are positive and enthused about their work, their department/unit and TriHealth and display a connection to
TriHealths mission, vision and values.
You are a role model for Service Excellence when you:
Demonstrate initiative, assist with a problem even if it is
not your job
Contribute to discussions, actions and projects
Innovate, seek creative solutions for the benefit of the
customer, team and TriHealth
I plan to be a role model of Service Excellence. By signing below I am agreeing to consistently practice the Service Excellence
Standards which uphold TriHealths Core Values and hold myself accountable for achieving EXCELLENCE and creating an
environment where EXCELLENCE is a reality.
_______________________________________
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Employee Signature
Date
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TriHealth ID Number
______________________________________
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Manager/Supervisor Signature
Date
Revised 2/19/10