Montefiore Standards of Excellence
Most hospitals say they care about service. Montefiore Medical Center has gone further to deliver outstanding customer care by identifying the specific attitudes and actions that are essential to providing quality service.
Employee-Developed Standards
A committee of employees worked with top administrators to develop a set of Standards for Service Excellence that were adopted in 2002. Every Montefiore employee in our hospitals and outpatient facilities is accountable for following the standards in interactions with patients, their families and friends, and fellow associates.
Raising the Bar on Customer Care
Setting standards doesn’t mean our service work is done. Good customer care requires constant attention. We survey patients about their hospital experience and catalog complaints and grievances to uncover problems to solve. We survey our associates for their perspective on our service performance and ideas on how to improve it.
By a variety of measures, our standards are helping Montefiore move from good service to great service. And we’ll continue raising the bar, because we truly believe that service matters.
Standards of Montefiore Excellence
Our associates work to demonstrate:
Respect
We honor and value each individual, preserve the dignity of each patient and protect privacy and confidentially.
Effective Communication
We keep our patients and fellow associates well informed by expressing a sincere, helpful attitude; listening carefully; being open to other points of view; welcoming and giving feedback.
Sensitivity
We show consideration for the needs and feelings of others by appreciating the diversity of those we serve, focusing on others’ needs, acknowledging others’ concerns and demonstrating calm and patience.
Professionalism
We demonstrate quality in our work by taking initiative, being knowledgeable and accurate, developing our skills and knowledge, being punctual and prepared.
Exceeding Expectations
We respond to patient needs quickly and ensure follow-through, provide exceptional service (and then ask what else we can do), anticipate needs and offer assistance.
Courtesy
We serve everyone with kindness and care by acknowledging others; offering assistance to patients, families or visitors; using courteous language and behavior.
Teamwork
We focus on shared goals and act on opportunities to help others; share information and ideas for team improvement; contribute consistently and dependably as team members; acknowledge and value everyone’s contributions.
