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1、SGH SERVICE BEHAVIOUR STANDARDS (2003)(Release date : 08 Jan 2003) IntroductionOur Quality Commitment of “Best Outcome, Best Experience” underlines our promise to deliver the best possible care to our patients. Besides our patients who are our reason for existence, our other key customer group is ou

2、r staff. The quality of service delivery amongst internal customers can have a critical impact on the service chain that ultimately determines the standard of care we give to our patients. The principles of service excellence are based on shared values and beliefs. They should be accepted, internali

3、sed and manifested as second nature in our interactions whether with patients, visitors, or fellow colleagues. Patients will perceive the quality of SGHs services through their total hospital experience with us. Our ability to meet the needs of our patients will determine our success as a world-clas

4、s healthcare organisation. The SGH Service Behaviour Standards 2003 provides the framework for delivery of service excellence the SGH Way. The first three modules to be released are Face-2-Face Interactions Telephone Standards & Techniques Core Values-in-Action Objectives The key objectives for sett

5、ing out the SGH Service Behaviour Standards are : Reinforce SGH Core Values Our SGH Core Values are integral to our culture of quality service. The “Values-in-Action” module helps to translate the core values into specific behavioural actions and outcomes. In this way, staff will be clear about how

6、to demonstrate the Core Values. Create customer-centric service culture Customers are the centre of any service organisations reasons for existence. Patients as our key customers, expect us to deliver prompt, hassle-free and caring service. Our ability to deliver world-class patient care also depend

7、s very much on the internal service chain. Providing good service to our colleagues will in turn determine the quality of our care and support to our patients. Set clear expectations for alignment to SGH culture The Service Behavioural Standards provides a clear framework of the service standards ex

8、pected of SGH staff in their interactions with both internal and external customers. Staff will be measured by these yardsticks in terms of their alignment to the SGH culture and quality objectives. Deliver on our promise of “Best Outcome, Best Experience” Satisfied, happy and loyal patients are lik

9、ely to provide positive feedback and word-of-mouth. This will in turn enhance our reputation as the healthcare service provider of choice. SGH Service Behaviour Standards 1.1 Face-2-Face Interactions Pages 5-101.2 Telephone Standards & Techniques Pages 11-161.3 Values-in-Action Pages 17-24FACE-2-FAC

10、E INTERACTIONS1.1Face-2-Face Interactions a) WELCOME Our Goal First impressions are important. We want to make patients, visitors and any one we come into contact with feel welcome and comfortable, and to establish trust and rapport. SERVICE STANDARDSDelivering Service the SGH Way 1. SMILE! and give

11、 an appropriate greetingeg. Hello! (informal & friendly)Good Morning (12.00am 11.59am)Good afternoon (12.00noon 5.59pm)Good evening (6.00pm 11.59pm)2. Introduce yourself eg. My name is Ms Lua. Im the Supervisor of this Clinic. 3. Address patient/customer appropriatelyIf patient is known to you eg. G

12、ood morning, Mr Tan. May I help you/How are you? If patient is unknown, you may also enquire politely how he/she wish to be addressed eg. Good morning. How should I address you, Sir? NB : Some patients feel more comfortable if you speak to them in a more informal way. Exercise your judgement and be

13、flexible when you deal with them4. Offer assistance before it is askedeg. How may I help you? 1.1Face-2-Face Interactions b) CONTACT EXPERIENCE Our Goal As the service provider, we are the host, while our patients and other customers are our guests. We want them to have a pleasant experience that ma

14、kes them feel special and cared for. So, we should treat them the way we want others to treat us. SERVICE STANDARDSDelivering Service the SGH Way 1. Show care and concern eg. I understand Im sorry about your experience2. Be polite and courteous eg. Hello, Sir, please take a seat3. Find a way to say

15、Yes eg. Mr Tan, let me check the information for you. 4. Apologise for service breakdowns andoffer alternativeseg. Im sorry for the delay. Let me check if someone else can attend to you. 5.Where appropriate, explain the situation to the patient/customer in a private area, or away from the crowd. eg.

16、 Depending on the situation, offer alternatives : - explain how you can assist the patient/customer - refer the patient/customer to another person/source if you are unable to help 1.1Face-2-Face Interactions c) PROFESSIONALISM Our Goal We represent SGH. What we say, how we say it and what we do proj

17、ects the image and culture of SGH. We want to be seen as professionals, inspiring trust and confidence in the eyes of our patients. We must use our best knowledge, skills and experience for the benefit of our patients/customers. The DosSERVICE STANDARDSDelivering Service the SGH Way 1. Give accurate

18、 information2. Be patient when giving explanation 3. Be responsible and take ownership for the problem at hand eg. Inform patient/customer what to do/ where to go next If instructions need to be given to patient/customer, ask him/her whetherhe/she understands the instructions given. eg. Mr Tan, is t

19、here anything that you would like me to explain again? 4.Keep your promises5.Treat everyone with respect The Donts Do not discuss patients information in public areas or within earshot of the public Do not comment on SGH or fellow colleagues within ear shot of the public Do not hold private conversa

20、tions while attending to patient Do not use hospital jargon when talking to patient1.1Face-2-Face Interactions d) BODY LANGUAGE Our GoalPositive body language helps to convey care and concern. The right gestures build up staff confidence and create positive outcomes for patients. The Dos SERVICE STA

21、NDARDSDelivering Service the SGH Way 1. Maintain eye contact 2.Listen attentively eg. Nod to indicate you are paying attention3. Use both hands or your right hand when receiving items 4. Use your palm when giving directions5. Maintain an appropriate distance when standing next to patient/customer Th

22、e Donts Do not interrupt. Let the other party finish before you speak Do not get distracted Do not look disinterested / dismissive Do not show annoyance / impatience 1.1Face-2-Face Interactions e) LASTING IMPRESSIONS Our GoalWe want to create positive lasting impressions for patients. A good last im

23、pression completes the total experience. The Dos SERVICE STANDARDSDelivering Service the SGH Way 1. Offer further assistance. Leave your name and contact numbereg. My name is _. You can contact me at _ if you require further assistance. 2. End with a pleasant greeting eg. Thank You, Take Care or Hav

24、e A Nice Day 3. Leave a positive last impression with your SMILE TELEPHONE STANDARDS AND TECHNIQUES1.2 Telephone Standards & Techniques Our Goal The way we speak and conduct ourselves over the telephone represents the image of SGH. The correct telephone techniques and etiquette will project a caring

25、, compassionate and professional image of SGH and ourselves. The first impression of quality service often takes place over the phone. Adhering to our telephone standards is critical to customer satisfaction and retention. a) WELCOMESERVICE STANDARDSDelivering Service the SGH Way 1. Answer any ringi

26、ng phone within reach and within 3 rings 2. Start with a greeting, introduce your department and yourself, and offer assistanceeg. Good morning. Admissions Office. Stacy speaking. May I help you? 1.2 Telephone Standards & Techniquesb) CONTACT EXPERIENCE SERVICE STANDARDSDelivering Service the SGH Wa

27、y 1. Ask politely for callers name and address him/her appropriatelyeg. May I know who is on the line? / May I know whom am I speaking to?2. Listen attentively eg. Yes, I see I understand, Sir3. Ask callers permission before putting him on hold eg. Mr Tan, can I put you on hold while I check the inf

28、ormation for you? 4.Thank caller when you get back to the phone. eg. Thank you for holding, Mr Tan. I have checked the information you requested. 5.Ask politely if you wish to probe for further informationeg. May I know if you are referring to _. 6. When you are unable to provide the requested infor

29、mation, inform caller that you need to transfer the call to the appropriate department/person eg. Mr Tan, I will transfer your call to _ from Department of _. 7. Inform caller of the extension number in case of unsuccessful transfereg. In case the line gets cut off, please call _. 8. Tell caller tha

30、t you are making the transfereg. Mr Tan, I will transfer your call now. 9. Inform receiving party about the nature of the call and the callers name eg. _, Mr Tan is on the line. He wants to know about10.If the department/staff requested is not available, offer an alternative eg. I am sorry, Mr/Ms _

31、is not available at the moment. May I take a message or would you prefer to call back. 1.2Telephone Standards & Techniquesc) PROFESSIONALISM SERVICE STANDARDSDelivering Service the SGH Way 1. Give accurate information (if not sure, check)2. Be patient when explaining things to caller 3. Take initiat

32、ive to assist callereg. - If information is not immediately available, offer to find out and call back - When picking up calls for colleagues/supervisors who are not in, offer to take a message. Do not ask caller to call back again/some other time. 4.Deliver on your promiseseg. Mr Tan, we need to ch

33、eck on the information you requested. We will call you back in an hours time. May I have your phone number, please?1.2Telephone Standards & Techniquesd) GOOD LAST IMPRESSIONSSERVICE STANDARDSDelivering Service the SGH Way 1. End the telephone call with appropriate greetings. eg. Thank You, Take Care

34、 or Have A Nice Day 2. Put down the phone only after the caller has done so. 1.2Telephone Standards & Techniquese) VOICE FROM THE HEART SERVICE STANDARDSDelivering Service the SGH Way 1.Maintain a warm and caring tone of voice throughout the conversation 2.Put a SMILE in your voiceCORE VALUES-IN-ACT

35、ION 1.3CORE VALUES IN ACTIONOur Goal To reinforce the SGH Core Values and translate these core values into specific behavioural actions and outcomes. a) COMMITMENT DefinitionDedicated to SGH and its mission, and upholding the highest professional integrityValues-in-ActionMeet performance standards q

36、 I meet my performance targets and department goals q I take pride in everything I do q I will go the extra mile to help my patients and colleaguesContribute to the hospital q I embrace the hospitals vision, mission and valuesq I support and participate in the hospitals activities1.3 CORE VALUES IN

37、ACTIONb) COLLEGIALITY DefinitionLooking beyond oneself and working in partnership with others; building trust through openness and goodwillValues-in-ActionBe cooperativeq I work with my colleagues as a team and contribute ideas q I cooperate with others to complete assignments/projectsq I ask for ad

38、vice and assistance from colleagues. In return, I offer my help when it is needed Uphold team spirit q I support and encourage others in working together q I feel happy and celebrate my colleagues achievements q I share information and exchange ideas with othersMaintain good relationshipsq I make th

39、e effort to iron out differences to achieve good working relationships q I seek opportunities to build good working relationships with colleagues from other departments1.3 CORE VALUES IN ACTIONc) COMPASSIONDefinitionValuing and caring for each individual; being sensitive and responsive to their need

40、s in a timely and appropriate mannerValues-in-ActionShow care and empathy q I listen q I offer help q I take others opinion into consideration when seeking solutionsMake A Differenceq I take personal ownership in responding to others needs and concernsq I put in the extra effort to resolve problems

41、and find solutions 1.3 CORE VALUES IN ACTIONd) RESPECTDefinitionTreating every individual with consideration and dignityValues-in-ActionEstablish goodwill o I treat everyone with courtesy and dignity o I show that I am sensitive to the needs and concerns of othersContribute to a harmonious environme

42、ntq I take into consideration others views q I adopt a friendly and constructive manner when I need to express disagreement or a different viewpoint1.3 CORE VALUES IN ACTIONe) INTEGRITYDefinitionUpholding firm principles and high standards, and demonstrating a high level of trust and honesty Values-in-ActionBe honest and trustworthyq I am truthful when dealing with others q I keep to my promises and am accountable for my actions and words q I am fair and objective when making decisions q I treat everyone with p