Expectations for Service Excellence

To realize the mission and vision of UnityPoint Health – Des Moines, it is essential that everyone understand the expected behaviors for daily interaction with patients and families.

• Smile, wear your volunteer uniform, and name badge where it is highly visible.

• Introduce yourself and explain your role.

• Phone finesse. Answer the telephone with a “smile.” Identify yourself and ask how you can help the caller. Transfer the caller only if absolutely necessary.

• Go the extra mile. Anticipate the needs of the people you serve. Ask, “How can I help?” or “Is there anything else I can do?”

• Present a professional image: clean uniform and appearance.

• Assist patients, visitors, and families in a positive and professional manner. Provide clear, accurate information that meets or exceeds the needs of patient, customers and visitors.

• Respond with respect to customer requests in a friendly, positive and prompt manner.

• Keep it quiet/keep it clean. Help keep the noise level down and all public and patient areas free of clutter.

• Respect the privacy and confidentiality of the people you serve, our physicians, employees and your fellow volunteers.

• Manage wait times and work to eliminate delays before they happen.

• If a problem has occurred for patients for family members, perform “service recovery.” Use the H.E.A.T. Model: Hear, Empathize, Apologize and Take action.