Courtesy and Customer Service

Courtesy and Customer Service For the Health Care Professional Self-Learning Packet Introduction As we are all aware, HCMC has experienced significant change on a first hand level over the last year. The pressures of health care reform and finance have changed the course of health care forever. The health care industry has become increasingly competitive. We need to do all we can to meet or exceed the expectations of our customers to compete in this market. Several initiatives are underway that assist us in treating our patients, clients, families, visitors and coworkers with dignity and respect. For most of us this is a review and a good reminder to keep us on track. The first initiative is an effort to clearly state HCMC’s organizational values. During the beginning of the year, focus groups were held to determine the future vision of HCMC. Based on the outcome of these groups the following set of organizational values were developed: Service is the most important product we offer. Everyone is treated with respect. We recognized the value of listening to our customers. People trust, share, communicate and provide feedback. People are committed and loyal to HCMC. Employees have what they need to grow and succeed. These values are in the process of being adopted by administration and give us all a framework for what is important and valued at HCMC. The second initiative is the Zenger Miller Program. There are several Zenger Miller programs now being offered and all of them revolve around five Basic Principles. The Basic Principles serve as guidelines for behavior that puts our organizations shared values into practice while developing a strong network of relationships at every level of the organization. These principles augment HCMC’s vision and values and the direction that HCMC needs to embrace. The principles are as follows: Focus on the situation, issue or behavior, not on the person. Blaming people doesn’t solve problems. Focusing on the situation, issue or

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