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Welcome to the Journey!

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Your Three Take-a-Ways

for Today.

What is C2X?

Why is it Important?

What is your role in helping to hardwire C2X

at UMMC?

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What is Commitment

to Excellence?

Our mission says that We Heal, We Teach, We Discover, WeCare.

In this regard, Commitment to Excellence is our distinctiveculture of caring for those individuals whom we have the

privilege to serve and the pleasure of working with.

Commitment to Excellence then, is the way we care.

How will your role at UMMC connect to ourM ission?

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Commitment to Excellence is the way We Care.for our

patients, visitors and for each other.

Empathy: The Human Connection to Patient Care

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So

why is your commitment to excellence important?

What 3 things do you value more than anything else in this world?

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The UMMC Pillars of Excellence

Exemplify the Values and Priorities of UMMC

Create and Maintain a Great Cul ture

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The Pil larsHow would you make the pil lars come to li fe?

People Be the employer of choice and a health care industry leader in

staff recruitment, satisfaction, retention and ongoing leadership

development.

Service Provide compassionate care and accessible service in a culturally

sensitive manner to all patients and families at a level that

exceeds expectations.

Safety & Quali ty Provide the safest care anywhere, maintain positive healthcare

environments and employment conditions, and become a

recognized leader in achieving optimal patient care outcomes.

Stewardship Achieve volume growth and manage operating expenses in

order to attain financial results that allow for investment in our

strategic priorities, while meeting our mission to provide

services to all.

Innovation Develop innovative programs and services to improve the

health status and quality of life for residents of communities

served while fulfilling our academic mission.

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F irst Impressions

How long does it take to form a first impression?

What do people use to form that first impression?

What they hear, see and smell

How they are welcomed and served

What are some of the first impressions that you haveexperienced in our organization?

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Cycle of Service

The cycle is every step the patient is subject to while in the

hospital. A single patient can see up to 100 people from

different services in a 4 day stay. WOW!

All the different steps are viewed as one experience by the

customer.

These include interactions on the phone, the Web site, andeven before the patient arrives.

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Word Spreads

For good service, people tell three to five others.

For bad service, people tell nine to ten others.

96 percent of those who receive bad service never let the

organization know about it.

The four percent who complain are a gift.

You have a chance to do something about it

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Perception is Reality

Without clinical knowledge, consumers use three factors to judgequality of care:

Responsiveness to their needs

Courtesy they are given

Information they receive

We need to set the bar high and keep it there

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UMMC Behavioral Standards

What are Behavioral Standards?

Spell out specific behaviors that will lead to service excellence:

- Atmosphere of respect, care, compassion, teamwork,

accountability and pride

- Foster a culture needed to achieve and sustain our mission andvision

We Care about Commitment to Excellence

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Standards of Excellence

AccountabilityService

Respect

Communication

Appearance


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Accountability

We commi t to take ownership of all that we do andresponsibil i ty for the outcomes of all our actions.

Take pride in the hospital as if you own it

Accept the responsibilities of your job Take responsibility to create a safe and incident-free

environment

Use protective clothing and equipment per standard

Comply with HIPAA privacy and security regulations

Use resources responsibly to reduce waste in all forms


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Appearance

We commit to respect our personal appearance, workenvironment and all areas visible to patients and customers.

Follow dress code policies

Wear ID badge correctly at all times

Take pride in facility appearance: pick up litter anddispose of properly, clean up spills and return equipment toits proper place

Take pride in personal appearance: grooming and dress

reflect respect for our customers Do not use personal technology in the work environment

Maintain a clean and orderly work area


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Communication

We commi t to clear, open, honest and timely communication

Listen actively to our customers and coworkers in order to fully

understand their needs

Answer telephone calls within 3 r ings: identi fy name, department

and ask How may I help you?

Respond to pager, voicemail and email in a timely manner

Communicate plans, time frames and unexpected delays in all settings

Pay close attention to both verbal and non-verbal messages


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Respect

We commit to treat others as they would wantto be tr eated

Offer help when possible and cooperate in the workplace

Respect privacy and dignity; use a quiet and respectful tone ofvoice at all times

Be sensitive to cultural differences

Treat coworkers and customers with courtesy, honest and respect

Provide praise and recognition for a job well done

Assume that your coworker wants to do a good job


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Service

We commi t to provide our patients, famil ies, visitors, and co-workers with cour teous, prompt, and safe service

Smile, make eye contact, and introduce yourself

Greet and acknowledge patients, families, visitors and coworkers

Answer call l ights Follow proper elevator etiquette

Anticipate customer needs: follow through that expectations were met

Use appropriate Act with Heart behaviors and skills


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What do we get?

GREAT STORIES!

When we put all of this together

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Always Remember That.

You make the difference in someones life each and every day

Every Interaction is a moment of truth that is measured by customer

satisfaction and loyalty

Are You Committed?

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