SERVICE EXCELLENCE STANDARDS
GG Hospital is committed to providing the best possible outcomes and experiences for patients, their families and employees. Our mission to provide patient centered care is as follows:
Effective Communication
The purpose of our communications is to provide clear, accurate information and to achieve mutual understanding by active listening and open, respectful dialogue.  We: 

Compassionate Approach 

Because we know we make a difference in the lives we touch, we deliver service in a manner that reflects compassion, empathy and caring.  Compassion is demonstrated by listening to, accepting and responding to the distinct needs of each person in each interaction. 

Responsiveness to queries

By anticipating the needs of others and responding in a prompt manner, we consistently
provide a high level of service, increasing the trust and confidence others have in us. 
We:

• Escort patients, families and visitors to their destination or to the person they
  need to see, if possible.
• Confirm that patients’ needs are met by asking, “Is there anything else I can do?”
• Respond to patients in a timely manner, informing them of any delays or changes
  that may affect them.  

Accountability for treatment outcomes 

we take responsibility to know, understand and perform in a professional and competent manner and we extend ourselves, asking, “What more can I do?” to ensure a positive
outcome.  We:

• Provide explanations to patients of the services/treatments they are going to receive.
• Take ownership of complaints or requests and follow through to resolution.
• Take care of equipment and facilities and report all problems immediately.
• Maintain a professional appearance and demonstrate pride in our work and our jobs.

Teamwork

We work collaboratively, valuing the specific and necessary contributions of each member of the team.  We work together with a shared goal of achieving excellence in addressing patient needs, one patient at a time by:

• Encouraging participation from all team members (the team consists of all
  patients, families, physicians and co-workers).
• Offering to help co-workers before being asked and asking for support when we
  need it.
• Working with others collaboratively in problem solving and decision making.
• Giving positive feedback publicly; give constructive criticism thoughtfully and in
  private.
• Initiating, promoting and adapting to change and the process of continuous
  improvement.

Respect for Patient / Families / Doctors and staff

We value the unique qualities and needs of individuals and are committed to
understanding and appreciating the diversity of cultures, opinions and experiences that
patients, families and hospital staff bring to our environment.

• Show concern for the patient’s privacy by closing the door before asking personal
  questions.
• Demonstrate awareness of cultural differences and respect for other people’s
  opinions and experiences.
• Keep our voices down and refrain from personal conversations in patient areas.
• Do not ignore patients or speak about them as if they were not there.