Page 16 - The SSMC Experiance Model V 1.5_Spreads

Service Excellence

Lets think about which behavior best fits each Service Standard
Service Excellence Standards

I extend a warm welcome with positive body language, eye contact and a genuine smile.

Click on the icon to reveal real life situations and how we live out of

I take pride in my professional appearance and the environment around me.
Service Excellence Standards

I stop and actively listen without interruption.

I validate the patient by empathically acknowledging their situation.

I provide clear and timely communication in a compassionate tone.

I keep patients informed of the next steps in their care, maintaining confidentiality. Click here Click here Click here Click here Click here

We personalize We welcome We give our We dress We respect
I work collaboratively and respectfully with my co-workers to meet patient's needs
our interaction patients back. patients privacy appropriately for everyone’s

with our patients – and respect. our job. personal beliefs.

I look for ways to improve the patient's journey. call them by

name, remember

I thank patients for choosing SSMC and wish them well. key events if they

visit us frequently.

I am the patient's experience.

16

15 16