| We
C.A.R.E.
As
employees of Coffee Health Group, we pledge to C.A.R.E. for our customers
by meeting their needs, eliminating their concerns and exceeding their
expectations.
Communication
We will communicate
effectively, greeting everyone, assisting them whenever possible and closing
all communication on a positive note.
Accountability
We will be accountable
to their requests and sensitive to their needs, informing them of anticipated
delays, updating often and utilizing service recovery principles.
Respect
We will demonstrate
respect by keeping our communication private and confidential, eliminating
gossip and other negative behaviors, transporting patients with dignity
and comfort and recognizing them as a unique individual with special needs
and concerns.
Environment
We will create an
environment that is positive and professional by taking pride in ourselves,
our work place and Coffee Health Group.
Communication
- Demonstrate courtesy
by greeting everyone with a smile, making eye contact, addressing by
preferred name and avoiding endearments.
- Answer telephone
promptly using a pleasant tone. Provide department name, followed by
your name, and ask, “May I help you?” Strive to end all
calls on a positive note.
- Ask permission
before placing on hold or using the speaker phone.
- Explain to caller
why you are transferring and to whom. Provide information to the receiving
party. If unavailable, give the extension and offer to take a message.
Use voicemail as the last option.
- Knock before entering
patient area, wait for response, identify yourself and purpose of the
visit.
- Before leaving,
ask, “Is there anything else I can do for you?” and/or “Would
you like your door closed for privacy?”
- Be alert to customers
needing assistance; ask if you can help. Escort to destination and provide
return directions.
Accountability
- Respond to requests
in a timely manner focusing on customer needs, accepting responsibility
for concerns without making excuses or blaming others.
- Inform customer
immediately of anticipated wait-time. If delays occur, update often
and utilize service recovery principles.
Respect
- Ensure patients
are warm, comfortable and appropriately covered when being transported.
- Keep verbal and
written communication private and confidential. Refrain from participating
in gossip or other negative behavior.
- Recognize that
each customer is a unique individual with special needs. Seek to discover
those needs and acquire the appropriate resources to meet those needs.
- Eliminate noise
and any other unnecessary distractions.
Environment
- Speak positively
and represent Coffee Health Group with compassion, professionalism and
responsibility in the presence of customers and members of the community.
- Participate in
promoting the professional appearance of our facilities by picking up
trash, posting information within designated areas, wiping up small
spills and reporting need of repairs and clean-ups to the appropriate
department.
- Take pride in
professional appearance at all times by properly displaying identification
badge and adhering to the dress code policy.
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