Page 6 - Demo

Congratulations to these Ho¯ku¯ Award winners!
In addition to demonstrating specific designated criterion, Ho¯ku¯ Award winners excel in overall job performance; comply with all Adventist Health Castle policies and procedures; and demonstrate dedication and commitment to Castle’s Mission, Vision and Values. Congratulations to the following associates who were honored with Ho¯ku¯ Awards in October.
Jonny Villa, Valet Services
Ho¯ku¯ award winner Jonny Villa is polite, caring and delivers excellent customer service. The valet staff is often the first interaction visitors have with Castle. One patient wrote, “We always have wonderful caring people (at Castle). My Mom and
I both come...when she goes to see Dr. Yee (at Castle). The valet guy...makes my Mom’s day. She has dementia and she forgets family, but she remembers him. He treats her like a queen. He is really a gem. He is so kind. She looks forward to going to the appointments that she used
the art of telephone etiquette: How to make your voice count By Steve Bovey,
Interim Director of Quality Resources
Proper telephone etiquette is very important in that you are representing your department, Adventist Health Castle and Adventist Health. Presenting a professional image, both in person and on the telephone is very important to developing confidence and trust. You may be providing the caller with their very first impression of our organization. When caring for our customers over the phone it is essential for us to make them feel well informed and appreciated.
Answering the Phone
• Answer by the third ring with a smile in your voice (be upbeat).
• Avoid carry over conversations (stop talking to other people before you pick up the receiver).
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to dread because she gets to see him.” Congratulations Jonny for demonstrating that “Love Matters” here at Castle.
Bernadine Mones,
Environmental Services
Bernadine goes above and beyond to help our staff and patients in the Birth Center. She’s excellent in her environmental skills and always exhibits kindness and adheres to the mission of our hospital. Her coworkers say she is deserving of a Ho¯ku¯ Award and they are honored to work with her.
Sylvia Mayes, Imaging
Staff say that Sylvia is an awesome person who is the epitome of the phrase, “Love Matters.” She is quick to greet patients, always has a pleasant smile, and ensures that patients’ needs are met. She keeps patients informed, and always answers,
or finds the answer to, their questions.
She always lends patients a listening ear whenever needed. Even after working
a long night shift on the weekend, she
still manages a sweet morning greeting accompanied by her contagious smile. In her department she is a great example of Jesus and the heart He possesses. She puts others before herself and is a great ambassador for Castle and the Imaging Department.
• State your department, your name, and ask “how may I help you?” Callers want to know to whom they are speaking.
• Be sensitive to the volume of your voice. It is common for people to speak too loud on the phone.
• Show interest in the caller and their concerns.
• Take notes and use the caller name.
• Be courteous and avoid sounding rushed
or abrupt.
• Avoid the use of medical abbreviations or
slang when speaking with a caller.
• Ask permission to place someone on hold,
and thank them for holding when you return.
Making Calls
• Return phone messages within one day. • Plan your objectives before making the
call. If you have several objectives make
a list.
• Identify yourself, i.e. “Good afternoon Mr.
Jones, this is Nancy Nurse calling from
Adventist Health Castle.”
• Ask if this is a convenient time for them to
speak on the phone.
• Use SBAR (Situation, Background,
Assessment, and Recommendation) when
calling a doctor.
• Always be aware of confidential
information when leaving messages,
i.e. share your name and purpose of the call, but do not state the patient’s name. Example: “Hi this is Nancy Nurse from Adventist Health Castle, I’m just calling to see how you are doing”
• Avoid leaving long messages, and speak s-l-o-w-l-y, especially when leaving your return phone number. Repeat the number at the end of the message.
Closing Calls
• Review any follow-up actions including time frames or deadlines.
• Begin talking in the past tense, i.e. “I’m really glad you called.” Or “I’m glad we resolved this concern.”
• Thank them for calling and say “Good- bye”
Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves callers with a favorable impression of you and our entire facility.