Phone Number: (870)895-2691

©2018 BY FULTON COUNTY HOSPITAL.

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CUSTOMER SERVICE STANDARDS

ATTITUDE

 

  • Courtesy

    • Demonstrate courteous behavior to everyone.

    • Acknowledge everyone!

      • Smile

      • Make eye contact

      • Verbally greet

    • Treat everyone as a valued person.

      • Thank all customers for choosing FCH

  • Commitment to Co-workers

    • Perform as a team member.

      • Contribute to a positive work environment.

      • Plan ahead.

        • Attend meetings on time – everyone’s time is valuable

        • Don’t make last minute requests unless it is truly an emergency

      • Manage Up! – Brag on each other, departments, and FCH

      • Treat fellow employees as professionals.

  • Respect

    • Treat everyone with respect and dignity.

      • DO NOT share or listen to gossip.

      • Use the words, “Please” and “Thank you”

    • Do not embarrass or humiliate anyone.

  • Hospitality

    • Promptly welcome everyone in a friendly manner.

      • Smile warmly.

      • Introduce yourself.

    • Make sure all patients, families, and visitors are comfortable.

      • Ask, “What can I do to make you more comfortable?”

      • Offer refreshments to those in need as appropriate.

    • Hallway Etiquette

      • Allow visitors to pass first

      • Greet and smile.

      • DO NOT discuss confidential issues in groups or hold hallway meetings.

      • When transporting patients in wheelchairs, beds, or stretchers, politely ask others to wait and allow you to pass.

  • Ownership

    • You are a member of the FCH team! Each member is instrumental to the success of the healthcare system.

    • Take pride in FCH because you are FCH.

      • Recognize your work as a reflection of yourself.

    • Take personal responsibility and authority to ensure that all issues or requests are resolved.

      • Never say “It’s not my job”, “It’s not my patient”, or “It’s not my responsibility.”

      • View problems as opportunities to make a positive impact.

      • Resolve issues without placing blame or making excuses.

  • Humor

    • We trust you to use humor when it is appropriate.

    • Find reasons to smile or laugh in your job.

       

PRIVACY

  • Maintain modesty of patient:

    • Keep patient covered at all times, including transporting.

      • Gown, use two if needed

      • Feet coverings

      • Blankets for transport

    • Knock before entering the room.

    • Ask if the patient wants the door or curtain closed. (“Would you like me to close the door for your privacy?”)

  • Maintain confidentiality (written and verbal), including:

    • Patient Information

    • Information about co-workers

    • Information about your salary

    • Organizational business

Interview patients in a private manner and in the presence of only those they request.

 

APPEARANCE

Remember that Appearance represents our organization and our team

  • SMILE!

  • Be clean and professional.

  • Follow dress code policies and wear your identification badge correctly.

  • Assist in keeping facility neat and clean. Pick up any trash that you see.

  • Return equipment to proper department or place.

Report maintenance and safety issues to the Plant Operation Department.

COMMUNICATON

  • Telephone

    • Smile when you pick up the phone this will aid you in answering with a pleasant voice.

    • External Greetings:

      • “Good Morning”, “Good Afternoon”, “Good Evening”

      • Identify your department

      • Identify yourself (first name)

    • Give the caller your full attention. If you are working and talking, it is obvious to the caller.

       

    • Know how to operate the telephone system in your area. Provide the correct number before transferring the call. Get the caller’s permission before placing him/her on hold. Thank the caller for holding and/or calling before hanging up or transferring.

  • Call Lights

    • All patient care employees are responsible for acknowledging patient call lights.

      • Anticipate patient’s needs so they will not have to use their call light – this will save you time.

      • Every time you leave a patient’s room, ask, “Is there anything else I can do for you?”

    • Check on patients frequently and always at least one hour before shift change.

  • Customer Directions

    • Rather than pointing or giving directions escort the customer and introduce them to the person at the intended destination.