Welcome to the Journey!

Your Three Take-a-Ways

for Today.
What is C2X?
Why is it Important?
What is your role in helping to hardwire C2X
at UMMC?

What is Commitment
to Excellence?
Our mission says that We Heal, We Teach, We Discover, We
Care.
In this regard, Commitment to Excellence is our distinctive
culture of caring for those individuals whom we have the
privilege to serve and the pleasure of working with.
Commitment to Excellence then, is the way we care.

How will your role at UMMC connect to our

Mission?

Empathy: The Human Connection to Patient Care

Commitment to Excellence is the way We Care.for our

patients, visitors and for each other.

So
why is your commitment to excellence important?

What 3 things do you value more than anything else in this world?

Create and Maintain a Great Culture

The UMMC Pillars of Excellence
Exemplify the Values and Priorities of UMMC

The Pillars
How would you make the pillars come to life?
People

Be the employer of choice and a health care industry leader in

staff recruitment, satisfaction, retention and ongoing leadership
development.

Service

Provide compassionate care and accessible service in a culturally

sensitive manner to all patients and families at a level that
exceeds expectations.

Safety & Quality

Provide the safest care anywhere, maintain positive healthcare

environments and employment conditions, and become a
recognized leader in achieving optimal patient care outcomes.

Stewardship

Achieve volume growth and manage operating expenses in

order to attain financial results that allow for investment in our
strategic priorities, while meeting our mission to provide
services to all.

Innovation

Develop innovative programs and services to improve the

health status and quality of life for residents of communities
served while fulfilling our academic mission.

First Impressions
How long does it take to form a first impression?
What do people use to form that first impression?
What they hear, see and smell
How they are welcomed and served

What are some of the first impressions that you have

experienced in our organization?

Cycle of Service
The cycle is every step the patient is subject to while in the
hospital. A single patient can see up to 100 people from
different services in a 4 day stay. WOW!
All the different steps are viewed as one experience by the
customer.
These include interactions on the phone, the Web site, and
even before the patient arrives.

Word Spreads
For good service, people tell three to five others.
For bad service, people tell nine to ten others.

96 percent of those who receive bad service never let the

organization know about it.
The four percent who complain are a gift.
You have a chance to do something about it

Perception is Reality
Without clinical knowledge, consumers use three factors to judge
quality of care:
Responsiveness to their needs
Courtesy they are given
Information they receive

We need to set the bar high and keep it there

UMMC Behavioral Standards

What are Behavioral Standards?
Spell out specific behaviors that will lead to service excellence:
- Atmosphere of respect, care, compassion, teamwork,
accountability and pride
- Foster a culture needed to achieve and sustain our mission and
vision
We Care about Commitment to Excellence

Standards of Excellence

Service

Accountability

Appearance

Respect

Communication

We Care about Commitment to Excellence

Accountability
We commit to take ownership of all that we do and
responsibility for the outcomes of all our actions.
Take pride in the hospital as if you own it
Accept the responsibilities of your job
Take responsibility to create a safe and incident-free
environment
Use protective clothing and equipment per standard
Comply with HIPAA privacy and security regulations
Use resources responsibly to reduce waste in all forms

We Care about Commitment to Excellence

Appearance
We commit to respect our personal appearance, work
environment and all areas visible to patients and customers.
Follow dress code policies
Wear ID badge correctly at all times
Take pride in facility appearance: pick up litter and
dispose of properly, clean up spills and return equipment to
its proper place
Take pride in personal appearance: grooming and dress
reflect respect for our customers
Do not use personal technology in the work environment
Maintain a clean and orderly work area
We Care about Commitment to Excellence

Communication
We commit to clear, open, honest and timely communication
Listen actively to our customers and coworkers in order to fully
understand their needs
Answer telephone calls within 3 rings: identify name, department
and ask How may I help you?
Respond to pager, voicemail and email in a timely manner
Communicate plans, time frames and unexpected delays in all settings
Pay close attention to both verbal and non-verbal messages

We Care about Commitment to Excellence

Respect
We commit to treat others as they would want
to be treated
Offer help when possible and cooperate in the workplace
Respect privacy and dignity; use a quiet and respectful tone of
voice at all times
Be sensitive to cultural differences
Treat coworkers and customers with courtesy, honest and respect
Provide praise and recognition for a job well done
Assume that your coworker wants to do a good job

We Care about Commitment to Excellence

Service
We commit to provide our patients, families, visitors, and coworkers with courteous, prompt, and safe service

Smile, make eye contact, and introduce yourself

Greet and acknowledge patients, families, visitors and coworkers
Answer call lights
Follow proper elevator etiquette
Anticipate customer needs: follow through that expectations were met
Use appropriate Act with Heart behaviors and skills

We Care about Commitment to Excellence

When we put all of this together

What do we get?

GREAT STORIES!

Always Remember That.

You make the difference in someones life each and every day

Are You Committed?

Every Interaction is a moment of truth that is measured by customer

satisfaction and loyalty