SERVICE STANDARDS AGREEMENT

Service Excellence is an integral part of TriHealth. An excellent employee is one that is not only qualified technically/clinically, but
someone who consistently upholds our Values and Standards to deliver the highest level of care and service to our internal and
external customers. The expectation is to follow our Core Values: Showing Respect for People, Respecting our Spiritual Heritage,
Responding to Community Needs, Demonstrating Stewardship, Valuing Differences and Providing Service Excellence for all
Customers.
The following is a descriptive list of expected competencies/standards including actionable behavior that will allow us to uphold
TriHealths Values on a daily basis and enable TriHealth to meet the goal of being the #1 healthcare provider as well as the
#1 employer in our community.

KINDNESS /COMMUNICATION
The degree physicians, employees, patients, and visitors are treated with respect and compassion. Efforts to anticipate and
proactively meet the needs of all TriHealth's "customers" inside and outside of the organization. This may be demonstrated
through recognition, respect and encouragement of others.
You are a role model for Service Excellence when you:

Kindness:

Smile, greet, introduce yourself, wear ID badge above

the waist with photo visible.
Complaints/criticism will be constructive, respectful
and presented at an appropriate time and place
Take time to assist with wayfinding, offer assistance
Wayfinding
If someone appears to need directions, offer to
escort them
If you are unable to escort them to the exact
destination, take them to someone who can

Anticipate and meet customer expectations

Speak positively, do not gossip
Recognize positive actions daily
Elevator Etiquette
Make room for others by holding door open
button
Allow patients and people with disabilities to be
near the door
When escorting someone, hold the elevator door
and let that person enter first

Provide explanations; set expectations, invite

questions
Communicate with clarity by presenting ideas in a
positive, clear, concise and organized manner
Ensure that written communications are appropriate
clean, clear and legible
Follow established scripts, communication tools and
processes (ALERT, AIDET, HCAHPs)
Do not use hospital prohibited abbreviations

Communication:

Be constantly aware of who is hearing your

conversations
Speak slowly, clearly and at an appropriate volume
Use effective non-verbal communication
Maintain eye contact
Use appropriate facial expressions, gestures, and
body language
Look the part (professional)
Listen with understanding
Get on patients level. Sit down when appropriate.

AIDET
Acknowledge, Introduce, Duration, Explanation, Thank

ALERT MODEL
Apologize, Listen, Empathize, Respond/Return, Thank

STEWARDSHIP /SAFETY
The degree to which effective use of people, time, materials, and financial resources are managed and patient care is free from
accidental injury due to medical care or medical errors.. The extent to which integrity and trustworthiness are displayed.
You are a role model for Service Excellence when you:
Use time, materials and resources wisely

Revised 2/19/10

Set an example of trustworthiness, honesty,

confidentiality and reliability

TEAMWORK
The extent to which peers create positive work environment and establishment of relationships with key patients/customers,
physicians, departments, and staff. Taking actions that demonstrate consideration for the feelings and needs of others; being
aware of the effect of ones behaviors on others.
You are a role model for Service Excellence when you:
Actively participate on the team, support and respect all
co- workers
Respond positively to requests for information,
suggestions, and assistance
Build collaborative relationships both inter and intradepartmentally

Be on time, meet deadlines

Teach what you have learned and mentor,
(Every expert was once a beginner)
Constructively handle confrontations and
conflicts with tact and without pointing blame

EMPLOYEE ENGAGEMENT
The extent to which employees put discretionary effort into their work; the degree to which employees take initiative, Taking
action beyond what is necessarily called for in order to achieve goals. This may be demonstrated by flexibility in scheduling and
the willingness to work extra, unscheduled shift assignments or assuming alternative location assignments. Engaged
employees are positive and enthused about their work, their department/unit and TriHealth and display a connection to
TriHealths mission, vision and values.
You are a role model for Service Excellence when you:
Demonstrate initiative, assist with a problem even if it is
not your job
Contribute to discussions, actions and projects
Innovate, seek creative solutions for the benefit of the
customer, team and TriHealth

Be proactive, come ready to work and follow

through
Be accountable, take responsibility for your
attitude and behavior

DIVERSITY & INCLUSION: CARING FOR THE WHOLE PERSON

The ability to communicate and relate to individuals including visitors, families, patients, customers and coworkers in an
appropriate culturally and age specific aware manner which support positive interpersonal interactions. This includes, but is not
limited to cultural, religious, gender, disability, race/ethnicity, sexual orientation, and/or socioeconomic status. If appropriate,
provide treatment to patients with effective age and cultural specific techniques and procedures
You are a role model for Service Excellence when you:
Recognize and respond to mind, body and spiritual needs,
by making appropriate referrals to Pastoral Care, Healing
Touch, Pet Therapy, Alternative Medicine options, etc.
Respect differences
Knock before entering
Keep RESPECT at the core of everything we say and do

Incorporate prayer/reflection into meetings,

events, celebrations
Do not judge or stereotype
Maintain confidentiality of patient and company
information

I plan to be a role model of Service Excellence. By signing below I am agreeing to consistently practice the Service Excellence
Standards which uphold TriHealths Core Values and hold myself accountable for achieving EXCELLENCE and creating an
environment where EXCELLENCE is a reality.

_______________________________________

_______________________

Employee Signature

Date

_______________________________________

_______________________

Printed Employee Name

TriHealth ID Number

______________________________________

_______________________

Manager/Supervisor Signature

Date

Revised 2/19/10