Customer Satisfaction Service Standards at Cincinnati Children's
Cincinnati Children's Hospital Medical Center is committed to continually improving customer satisfaction. We regularly survey families of patients for input about our performance, and we train all employees in customer service.
Families expect and deserve outstanding clinical care, and we realize we must deliver care with respect, compassion and sensitivity.
Our statement of service standards identifies the qualities and behaviors we expect employees to demonstrate in all interactions with patients, families and each other.
If you find an employee is not upholding these standards, please feel free to contact the Family and Community Relations Department, 513-636-2079.
CARES Standards
Cincinnati Children's CARES about our patients, families and employees. Therefore, we will be: Courteous, Attentive, Respectful, Enthusiastic, and Safe.
Courteous
We will be polite whenever we communicate -- in person, in writing, by phone, fax or e-mail.
We will be friendly and welcoming.
We will acknowledge customers by name.
We will introduce ourselves by name, title or role.
We will wear our ID badges so they can easily be seen and read.
We will knock and wait a moment before entering a patient's room.
We will not disturb others. We will talk quietly when we are in patient care areas, shared offices, public spaces and hallways. We will limit group conversations in public areas and will be aware of where personal conversations take place.
Attentive
We will attend to patients and families immediately.
We will notice when someone looks confused or lost and will stop to help. If possible, we will walk customers to their destination.
We will explain plans and procedures in words our customers understand.
We will invite and answer questions.
We will anticipate, explain and apologize for any delays.
Respectful
We will treat patients and families as partners and members of the health care team.
We will respect differences in values, cultures, beliefs and ages, and will incorporate our awareness of diversity into all our daily practices.
We will respect the dignity of all and will show empathy and consideration in our words and actions.
We will protect the confidentiality of information. We will limit discussions of confidential information to appropriate, private locations.
We will demonstrate our respect for our customers and our institution through our behavior, our words and even our dress. We will dress appropriately, adhering to our department's dress code. We will present a positive image of Cincinnati Children's in all our interactions.
Enthusiastic Team Members
We will trust, respect, support and assist our coworkers.
We will work cooperatively, as members of a team.
We will acknowledge our co-workers' contributions.
We will contribute to a positive work environment.
We will be timely and meet deadlines.
Safe
We will practice good personal hygiene and grooming. When caring for patients, we will wash our hands, preferably in front of patients and families.
We will maintain a clean and safe environment for colleagues and patients. We will pick up after ourselves, pick up trash and use trash cans.
We will call environmental services, 513-636-4381, to report problems.
