1. Empathy
Relationships
At SCCA, we understand that world class care can’t happen
without world class service. We embrace every opportunity to
connect with our patients and anticipate their needs. By
responding proactively, we provide the hope, compassion,
diginity and respect they deserve.
C
R
A
E
- We return calls and emails promptly
- We inform patients of expected wait times
- We ask if patients have any questions or concerns
- We explain our role, what we’re doing and why we’re doing it
- We introduce ourselves, smile and maintain eye contact
- We wear our badges at collar level
- We escort our patients to their destination
- We continue helping patients until their needs are met
- We speak positively of colleagues
- We acknowledge others’ideas and collaborate across departments
- We recognize that our common goal is to serve patients
- We work as a team to maintain a safe and clean environment
- We validate our patients’feelings
- We respond to individual preferences
- We demonstrate caring through simple gestures of kindness
- We consider how our actions impact patients
- We apologize when things go wrong
Attentiveness
Communication