At Saint Vincent Catholic Medical Centers our customers include our patients, their family members and friends, fellow employees, physicians, vendors and volunteers. The way in which we interact with these customers reflects our dedication to our core values – respect, integrity, compassion and excellence. These service standards were developed with the assistance of a cross-section of SVCMC employees to define as clearly as possible the service behaviors that should guide all customer interactions, especially with patients and with each other.

Saint Vincent Catholic Medical Centers is committed to reflecting God's love by advancing Christ's healing ministry with respect, integrity, compassion and excellence to all who come to us in need, especially the poor.

Respect: The basic dignity of the human person is the guiding principle in all our policies, interactions & procedures.

• We maintain patient privacy.
  • Always knock before entering a patient's room.
  • Introduce yourself to the patient and explain your reason for being there.
  • Protect patient privacy during conversations, exams and procedures by closing doors or curtains, or by making alternate arrangements.
  • Keep from discussing private information in public areas or with individuals who are not involved in that patient's care. 
    
• We demonstrate sensitivity & responsiveness to patients' cultural differences.
  • Learn about and respect cultural and religious preferences of patients and their families.
  • Seek interpretation help if language is a barrier. 
    
• We foster cooperation & teamwork among all staff.
  • Welcome new employees and share knowledge and information.
  • Respect the racial, cultural, religious and ethnic background of all employees.
  • Work in a team context to provide the highest level of care possible.
  • Address negativity and redirect inappropriate conversation.

Integrity: Integrity is consistency between the Catholic identity we profess & the ways in which we act. It is that quality of truthfulness that fosters trust.

• We express respect & courtesy in all interactions.
  • Greet customers in a welcoming manner with a friendly smile.
  • Communicate in a clear, respectful and supportive manner.
  • Listen attentively and make eye contact.
  • Be courteous: say “please,” “thank you,” and “may I”.
  • Always try to handle customer concerns by finding out appropriate information and helping however possible.
  • Thank an individual or department when they provide support or assistance. 
    
• We practice effective conflict resolution.
  • Resolve conflicts with colleagues in a private setting – avoid public confrontation.
  • When dealing with a patient or a patient's family, listen, show empathy and remain positive and professional. 
    
• We respond by telephone in a courteous & professional manner.
  • When the phone rings, answer promptly, introducing yourself and your department.
  • Keep your tone friendly and informative.
  • Make appropriate referrals and provide phone numbers to callers seeking information.
  • Request permission before putting a caller on hold.
  • Thank your customer for calling before ending the call.

Compassion: Compassion is the way we share deep concern, love & care toward each person.

• We communicate effectively in the interest of customer satisfaction & patient care. Give patients and their families timely updates during delays in appointments or procedures, explain the reasons for the delay and provide some idea of the new timeframes.
  • If appropriate, offer patients refreshments and the opportunity to reschedule an appointment.
  • Apologize for any delays and thank customers for waiting.
  • Provide timely and accurate feedback to the family and friends of patients as they wait.
  • If you leave your work area, make sure the patients know who will care for them when you are gone.
  • Provide a brief report to colleagues regarding patients' needs when leaving area.
  • Clearly explain any tests, treatments, processes or procedures prior to starting.
  • Use easily understood language when giving information.
  • Avoid technical, professional terms or acronyms.
  • Ask the patient if he/she understands and clarify when necessary. 
    
• We respond to the needs of the whole person – mind, body, spirit.
  • Practice empathy and reflective listening skills when dealing with customers.
  • Offer spiritual care, pastoral care, or counseling when appropriate.

Excellence: Excellence is our way of demonstrating that we can always be more & be better.

• We take ownership & respond positively to address mistakes, resolve complaints, & improve quality.
  • Admit mistakes.
  • Accept accountability without excuses or blaming others for the problem.
  • Respond to mistakes and complaints with understanding and action for resolution.
  • Participate in quality assurance programs. 
    
• We practice effective problem-solving.
  • Be proactive in problem-solving. Seek new ways to improve service.
  • Use all appropriate means, including the input of supervisors, coworkers & those reporting to you, to resolve problems.
  • Work with other departments when needed to solve problems and coordinate services. 
    
• We improve skills & pursue learning opportunities in areas of responsibility.
  • Attend programs through Organization Development and Learning and other SVCMC sources.
  • Use local educational resources for professional development.
  • Participate in the performance review process. 
    
• We project & maintain a positive impression.
  • Maintain a neat personal appearance and workspace.
  • Dispose of litter found in the hallways, stairwells and other public areas.
  • Always wear ID badge.
  • Be on time for shifts and meetings. Establish and adhere to guidelines. 
    
• We demonstrate knowledge of requisite workplace information.
  • Annually review core principles of safety, infection control, security, quality improvement, patient confidentiality & corporate compliance.