| P |
 Patient and Family Centered Care
- Treat patient and family with respect and dignity.
- Provide emotional support to relieve fear and anxiety.
- Maintain patient confidentiality always.
- Involve patients and families in treatment decisions.
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| A |
Attitude
- Actively listen always.
- Follow up with patients to see if issues were resolved.
- Promptly respond to requests and scheduled activities.
- Be accountable, approachable, empathetic, positive, respectful and supportive.
|
| T |
Teamwork
- Create an environment that is comfortable for the patient.
- Involve patient and families as active members of the health care team.
- Be sure inter-departmental communication is handled with courtesy and consideration.
|
| I |
I can help you now
- Greet each patient with a friendly SMILE.
- Take time to explain procedures, answer questions and educate patients.
- Ask patients and families if they have any questions.
|
| E |
Exceptional customer service
- Always address patient as, "Mr., Mrs."
- Introduce yourself and your role to the patient.
- Always give the patient your full attention.
- Be empathetic with patients and families.
- Apologize for problems and inconveniences (use service recovery when appropriate).
|
| N |
Notice your appearance and surroundings
- Provide a pleasing atmosphere for patients.
- Be sure your name badge is visible at all times.
- Contribute to cleanliness and safety at work.
- Reduce noise in patient care areas.
|
| T |
Thank patients for using University Hospital
- Actively listen to any patient or family concern.
- Always thank patients and families for waiting and apologize for any inconveniences.
- Support, welcome and engage family members.
|
| S |
Support Patient Safety and Security
- Secure and track patient belongings
- Wash your hands and support infection control processes
- Protect patient privacy
- Send the message: Patients are First at UH
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