Organization Development & Training (ODT)

Service Excellence at UWMC

UW Medicine is committed to providing superior customer service to our patients and their families, to one another as colleagues, and to all those we serve in the region and in our local community. Each staff member of the University of Washington Medical Center is encouraged and expected to practice the nine Standards for Service Excellence. Leadership at UWMC is committed to supporting each and every employee in understanding these standards and in exemplifying them in word and deed. Please review these nine standards and think about how, as individuals and as work groups, we can bring these service standards to life here at UWMC.

UWMC Standards for Service Excellence

Action Definition Example
Introduce Introduce yourself and explain your role. "My name is Emelda, research coordinator for this department. If you have any questions, please let me know, I am here to help."
Ask Ask what name a person prefers to be called. "My name is Ricardo, but my friends call me Ricky. You may call me Ricky, if you'd like."
Assist Offer assistance if someone looks lost or confused. "You look lost. This hospital can be difficult to navigate, may I help?"
Escort Escort people to their destinations if at all possible. "I am more than happy to show you where to go...did you say EE 305?"
Refer Refer people to those who can give assistance when you cannot provide the help someone requires. "That's a good question...and I don't know the answer. Let me call Gretchen in admitting for you."
Privacy Conduct care-related discussions in the most private settings available. "We have the results of your most recent tests, let's step over here so that we can speak in private."
Respond Take responsibilty for complaints and follow through to resolution. "I can see you are upset, let me see what I can do to work this out."
Apologize Provide additional service for patients who have been inconvenienced or who may need special assistance. "I am sorry that you have been inconvenienced, may I help you in any way?"
Anything Else? Always end your conversation with, "Is there anything else I may do for you?" "Is there anything else that I may do for you today Mrs. Franshaw?"

UWMC Customer Service & Satisfaction Integration Committee

Your UWMC Customer Service & Satisfaction Integration Committee is open to your input and continues to support all faculty and staff in developing competence with these service standards.

 

 

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