Service Excellence

The staff at La Amistad Behavioral Health Services are committed to providing “Service Excellence.”

The following are standards developed by our staff to measure our efforts:

DEMONSTRATE PROFESSIONALISM AND EXCELLENCE IN EVERYTHING I DO

• Act and dress professionally
• Acknowledge appropriately all patients, families, visitors, and colleagues
• Respond to inquires and/or complaints in a timely manner
• Answer the telephone appropriately
• Assist all guests to their destination
• Demonstrate courteous and respectful behavior

PROJECT A POSITIVE ATTITUDE

• Provide clear, concise communication
• Be a positive role model
• Be proactive at all times
• Give others your undivided attention
• Acknowledge the perception of others

KEEP OUR PROMISES – TO EARN TRUST

• Follow through and follow up on all requests
• Use sound judgment
• Make promises that can be kept
• Be accountable and take responsibility for your own actions
• If you can’t solve the problem, find someone who can

SERVE OTHERS AS A TEAM AND WITH RESPECT

• Be punctual
• Make customer satisfaction a team effort
• Keep each member of the team informed of the needs of others
• Share your ideas and listen to the ideas of others
• Be considerate of others
• Take the initiative to help one another

ENSURE ACCESS TO SERVICE IS PROMPT, EFFICENT, USER-FRIENDLY AND EFFECTIVE

• Respond to inquires within 24 hours
• Use terms and language the “audience” understands
• Stand behind your promises with action
• Provide quality care
• Provide information in a timely manner
• Manage time efficiently

Because of the above principles, Mr. Alan C. Miller, CEO of Universal Health Services, Inc. presented La Amistad with the 2005 Service Excellence award. La Amistad was one of only two facilities within the UHS family of hospitals to earn this distinction.