Practicing kindness, listening and serving together

SERVICE COMMITMENTS REFLECT A NEW UNIFIED APPROACH

“I just needed someone to hold my hand and she reached out and grabbed it. She held it all the way to the OR. I want to say thank you for your kindness.”

“I must have nearly exhausted [my physician] with all my questions, but he was always willing to explain every detail.”

“Day after day when my daughter’s future was uncertain, I sought the comfort of the cafeteria simply for the uplifting support I felt every time I entered. Staff asking how I was, asking about my daughter, truly touching. I hope that you all understand that your work is so much more than simply feeding people. You are feeding people’s souls.”

Each of these patient experiences exemplifies the Values and behaviors Ascension associates have always dedicated themselves to, in service to our ministry. This spring, simplified Service Commitments will be introduced across Ascension to further deliver on our Mission. Three memorable Service Commitments were developed to support the Ascension Strategic Plan as part of Ascension’s Consumer Experience strategy. Our Service Commitments call each associate to “ Extend kindness, Listen to understand and Serve together.”

Extend Kindness

Ascension’s Mission and Values call each associate to respect inherent human dignity and serve as advocates for a compassionate and just society through actions and words. They also inspire us to serve all persons with special care and attention. Associates are called to extend kindness to themselves and to others through the following habits:

• Respect Inherent Human Dignity.

• Engage with Compassion.

• Create Personalized Moments.

• Express Gratitude.

Listen To Understand

We honor the dignity of the whole person by listening to patients, associates and the communities they serve. When one seeks to understand what someone is saying and asking for, one begins to comprehend how they experience the world and are connected to a greater purpose. Associates will be encouraged to more fully incorporate the following habits into their daily routines:

• Connect to Our Greater Purpose.

• Be Fully Present.

• Gather Perspectives.

• Build Shared Understanding.

Serve Together

When we proactively look for ways to assist others, collaborate for success, and take action in meaningful and intentional ways that reflect our Mission, we demonstrate our shared calling and solidarity. Associates will successfully serve together when they:

• Demonstrate Solidarity.

• Take Initiative.

• Promote Teamwork.

• Exceed Expectations.

“Our markets have had service standards in place that have served Ascension, and those we care for, well,” said Carol Campbell, Senior Vice President and Chief Experience Officer, Ascension. “But changing consumer needs and expectations are inspiring a new, simplified approach, one that is centered around providing best-in-class experiences — growing trust, removing friction and reducing stress; amplifying the care for all we serve; and delivering unexpected moments of delight.”

Moments Of Delight

As a habit of the commitment to extend kindness, associates are called to create personalized moments, focusing on individualized interactions that evoke an authentic and unexpectedly delightful emotional connection — a moment of delight. It’s an unforgettable, positive moment for our patients and family members within their healthcare journey — one that helps shape their overall experience and impression of Ascension. These moments are observable, repeatable, tangible ways associates live Ascension’s Mission and demonstrate a ministry-wide culture of service that is uniquely Ascension.

In fact, consumers who experience one of these unexpected moments of delight typically rate their Net Promoter Score (NPS), or likelihood to recommend Ascension to others, higher than those who have a good experience but no “moment of delight.” As of January 2023, our Real-Time Listening (measuring NPS) baseline data showed approximately 23% of respondents had a moment of delight, with an 80.7 NPS score among patients who had a moment of delight and a 67.3 NPS score among patients who did not have a moment of delight. That’s a 13.4-point difference!

“These moments are part of associates’ day-to-day interactions with consumers and patients and help create a healthcare experience that is both memorable for the patient and easily facilitated and sustainable by associates,” said Joseph R. Impicciche, JD, MHA, Chief Executive Officer, Ascension. “Our Service Commitments will enable and inspire our associates to live our Mission every day and create ‘holy moments’ for those we’re privileged to serve.”

The new Service Commitments align with Ascension’s strategic priorities and establish the principles that will be universally known and practiced throughout Ascension, replacing similar efforts from the past while building on their success. They also support the ABIDE framework — Appreciation – Belongingness – Inclusivity – Diversity – Equity — to help foster a more inclusive culture that celebrates diversity to better serve patients and each other.

Inviting associates to embrace the Service Commitments is just one part of the ongoing, larger Consumer Experience effort to clearly define what constitutes an exceptional healthcare experience and integrating those concepts into human, physical and digital experiences.

“Our associates are what make the Ascension Experience so special. Our new Service Commitments bring a more unified and clearly defined approach to continue to deliver meaningful moments that show our commitment to our consumers,” Carol said.

Associates are encouraged to reflect on the new Service Commitments and find ways to incorporate them into their daily routines and as they interact with patients, patient family members and colleagues. Additional communications and resources about our Service Commitments can be found at gdaintranet.ascension.org/cx/service-commitments.