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2014 Washington Street
Newton, MA 02462
617-243-6000
Open 24 hoursLab Hours and Holiday Hours Vary
307 W Central St
Natick, MA 01760
617-243-5345
159 Wells Ave
Newton Centre, MA 02459
617-243-5777
111 Norfolk Street
Walpole, MA 02081maps
978 Worcester Road (rte 9)
Wellesley, Massachusetts 02482
781-235-5200
Open 24 hours
Lab Hours and Holiday Hours Vary
25 Washington Street
Wellesley, Massachusetts 02481
617-219-1520
9 Hope Ave
Waltham, MA 02453
617-243-5590
Monday through Saturday: 9:00 am to 7:00 pm
Sunday: 9:00 am to 2:00 pm
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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.
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.