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Our Commitment to Service

Our goal at MeritCare is to create partnerships with each other and with our customers to create a culture of service excellence. We also seek to create partnerships with each other and with our patients and their families. We do this to enhance health and healing and to create a caring and compassionate place to work and receive care.

We welcome each other; I agree to:

  • Greet and acknowledge fellow associates with a smile and eye contact
  • Introduce myself with my name and title, using the other person's name if known
  • Speak to others in a pleasant tone of voice, in person or on the phone
  • Answer phone calls using MCHS standard *
  • Ask for permission before placing a caller on hold

We give directions; I agree to:

  • Offer to help a customer who appears to need directions
  • Offer to escort a customer to their destination

We use elevator etiquette; I agree to:

  • Smile and greet fellow passengers
  • Face patients in a wheelchair towards the door
  • Ask others to wait for the next elevator if a patient is on a stretcher
  • Wait for others to enter or exit before getting on and off the elevator
  • Make room for others on the elevator and hold the door or "door open" button for them

We provide customer information/education; I agree to:

  • Collaborate with physicians and other caregivers to reinforce the information provided to a patient and their family
  • Address patients' and family questions and concerns in a timely manner
  • Avoid technical or professional jargon
  • Use easily understood language when giving patient and family information about health, special diets, tests, procedures and medications

We work with each other; I agree to:

  • Offer to help any associate, whenever possible
  • Ask for input before making a decision that may affect others
  • Talk with others directly if there is a concern, rather than talking to others
  • Affirm others with positive feedback
  • Present constructive criticism in a gentle and private manner
  • Listen and not interrupt until the other person is finished talking
  • Display a caring and concerned attitude
  • Use common courtesy with words like "please," "thank-you," "sir" and "ma'am"
  • Refrain from blaming and criticizing other associates, service areas, or MeritCare in the presence of associates and customers

We are professional; I agree to:

  • Look professional in dress, grooming, and manner
  • Coach others when necessary
  • Protect confidential information about patients and fellow associates
  • Take responsibility for my own actions
  • Represent MeritCare in a professional manner
  • Strive to keep a patient's scheduled appointments/procedures on time
  • Avoid personal conversations in the presence of customers

We maintain privacy; I agree to:

  • Knock and wait for permission to enter a room
  • Interview and converse with customers privately
  • Use privacy curtains and close doors where available
  • Assure privacy during transport by providing a robe and/or blanket

We respond to customers' needs; I agree to:

  • Respond quickly to a patient's report of pain
  • Offer pillows, blankets and additional comfort measures to patients, families and others, as needed
  • Answer call lights promptly, introducing myself and asking, "how can I help you?"
  • Communicate a patient's need to a specific caregiver, so the need can be met in a timely manner
  • Notify patient, family, and work area when I am leaving and when I will return when taking breaks
  • Apologize if there is a delay in scheduled appointments/procedures or other inconveniences by using service recovery procedures
  • Offer refreshments to waiting customers
  • Update the family members in a timely manner and explain to the family how they will be informed, while a patient is having a procedure/surgery