Main Menu |
|
Making Caring Visible is everyone’s job
at VCUHS. Although our day‑to‑day duties may be different, we can all follow the
“House Rules” when interacting with customers: patients, families, guests,
coworkers, supervisors - anyone we come into contact with at VCUHS
-
Greet patients/guests.
Smile and be courteous; introduce yourself and offer a few words of concern.
-
Help a guest who looks confused.
Stop and offer help is someone looks confused or lost.
-
Explain what you are doing.
People are less anxious when they know what is happening.
-
Respond quickly.
Help customers quickly. If there must be a wait, explain why.
-
Maintain privacy and confidentiality.
Share information only in private areas with appropriate persons.
-
Treat others with dignity.
Treat customers with respect, just as you would except to be treated.
-
Take initiative.
Help maintain a clean, comfortable environment even if it “isn’t your job.”
-
Communicate respectfully.
Use a tone that is courteous and respectful at all times.
-
Listen carefully.
Hear the needs and concerns of customers so that an appropriate response can
be made.
-
Help coworkers.
Look for opportunities to help each other.
-
Maintain a quiet environment.
Noise is annoying and shows a lack of consideration.
-
Use
excellent phone skills. Identify yourself, your
department and the Hospital or satellite facility; ask permission to put the
caller on hold; listen attentively and transfer callers appropriately.
-
Present a professional appearance.
Attire must be clean, neat and in accordance with organizational/departmental
dress code.
F.A.D.E. (CQI at VCUHS) |
