The Service Academy is an educational program for all newly hired employees. Attendance is required and takes place after their first 90 days of employment. The principles of organizational excellence are reviewed at the Service Academy. Staff learn strategies to support these principles, such as purposeful rounding, using key words at key times, measuring patient satisfaction and discharge phone calls.
Other patient-centered topics include communicating effectively, dealing with difficult situations, making a sincere apology and reducing patient anxiety. All of these help contribute to our goals of high levels of patient satisfaction and customer loyalty.
This educational forum reinforces the hospital’s CareFirst Standards of Excellence which are statements of our commitment to our patients and outline the expected behaviors for employees to exceed the expectations of our customers.
CareFirst Standards of Excellence include:
- Commitment to customer needs
- Safety awareness
- Sense of ownership
Employee satisfaction and engagement, rewards and recognition, and having fun at work are also addressed at the Service Academy.
This educational day provides the building blocks for the new employee to enter the workplace and be successful. Having a clear understanding of the goals and expectations, the new employee is able to contribute to the culture of service excellence that Newton-Wellesley Hospital prides itself on.
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