Service Excellence. We have spent the summer learning together about our ten Service Excellence Standards, and how they each demonstrate our McLeod Values of Caring, Person, Quality and Integrity. Most of us have heard about Service Excellence Standards through a video that was shared at a department meeting. Some of us discussed the Standards in weekly huddles, or have seen them displayed in our departments.
What is most important, however, is that every day, more and more McLeod people are consistently demonstrating Service Excellence Standards. I see it in how we interact with our patients and customers, and how we treat one another. For that, I want to say, “thank you.”
Thank you for giving others some part of yourself, whether it’s an ear to hear their concerns, hands to help, or a shoulder to cry on.
Thank you for taking pride in your appearance, because both your smile and your attire reflect upon you and McLeod.
Thank you for taking the time to walk a patient to their destination, offer a tired family member a blanket or pillow, or hold the door open for someone struggling with a wheelchair.
Thank you for caring enough to explain to our patients what we are doing, why we are doing it, and what to expect next.
Thank you for taking personal ownership of your environment, which shows that you value and appreciate those whose jobs it is to keep our rooms and hallways clean.
Thank you for seeing your work from a different perspective… for considering the experience we provide our patients through their eyes, and not just our own.
Thank you for living our values and not saying, “That’s not my job.”
This month we will be taking an opportunity to celebrate the success of many on the team who are demonstrating each of these standards. Although we are taking this time to Celebrate Excellence, we still have much to learn. We must relentlessly strive toward Excellence through our words and actions, so every customer feels they are welcomed with warmth and sincerity, cared-for deeply, and safe and secure here.
Let us continue to look for ways to actively demonstrate Service Excellence to our patients and to one another. When we do, something extraordinary happens. Lives are touched, even changed, by simple acts of kindness and compassion. Our patients experience us at our best. Our own job satisfaction is enhanced, and we find meaning and purpose as a member of the McLeod family.