This year Chatham-Kent Health Alliance (CKHA) created a new vision statement:
An Exceptional Community Hospital
Setting Standards – Exceeding Expectations
How can we create a hospital experience for our patients and families that exceed their expectations? One way that will help us achieve this is through the application of the CKHA service excellence standards. A consistent approach that is sustained and demonstrated as “always” behaviours can help us achieve our vision. But it will take all of us, all of the time.
So instead of introducing a new standard this fall, we want everyone to take time to reflect on the standards we have already introduced. Are you escorting patients, families and visitors to their destination? Are you stepping back and letting patients and families enter the elevators first? Are you only using your cell phone for calls or texting on your breaks? Are you using the NOD? Do you answer the phone with your name and “How may I help you?” Is your blackberry only used during an emergency when in a meeting?
“Always” behaviours can help us sustain a culture that supports being an Exceptional Community Hospital. It takes “all of us – all of the time”. Take a look at the flyer that will be published on the CKHA Intranet, an information system for hospital employees!
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