Service Excellence Standards

All the members of the PRHC Team have a role in ensuring that patients and their family members receive the best possible care in a personalized, professional manner. Since the hospital opened more than 40 years ago, we have prided ourselves in delivering high quality medical care with a personal commitment to patient satisfaction from each staff member. One of our greatest assets is our friendly staff. This well-trained team of health care professionals are dedicated to serving their friends and neighbors.

We are commited to consistently creating positive service experiences for our guests; our patients, residents, and their families. Advanced enough to offer high-tech services, equipment and the finest professional attention, yet exclusive and private enough to offer truly personalized care - - that's Pella Regional Health Center. Each PRHC team member has personally commited to our Standards of Performance.

Our Standards include:

Attitude

Our job is to provide high quality service with compassion, integrity and excellence.
Strive to make a good first impression.
Thank customers for choosing PRHC as appropriate.
Project a positive, can do attitude.

Appearance

Present a clean and professional appearance.
Follow dress code policies.
Wear ID badge visible at all times on either shoulder, chest pocket or above.
Provide a clean and comfortable environment with attention to detail

Commitment To PRHC Team

We will follow the golden rule: treat team members the way we would want to be treated regardless of experience or position.
We will breakdown departmental barriers by being cooperative, respectful, honest, and accountable to each other.
Encourage team morale by supporting one another's ideas, needs, and efforts.
Address problems or misunderstandings with the appropriate person or supervisor.

Communication

We will clearly explain the expectations of the services we provide.
Always listen and respond with empathy.
Utilize resources and technology to enhance communication. Etiquette
Greet everyone in a pleasant manner and introduce yourself as appropriate.
Use common courtesy (please/thank you, sir/madam) in all conversation.
Offer to walk our guests to/from their destination. If you are unable to personally escort a guest, take him or her to someone who can.

Privacy

Make sure that personal information is kept confidential. Never discuss patients/residents and their care in public areas.
Do not gossip or spread rumors.
Respect human dignity

Responsiveness

Acknowledge a customer's presence immediately. Smile and introduce yourself at once.
Acknowledge needs and requests within 3 minutes.
Do not leave the area until the person's request has been met or conveyed to the appropriate person.
Anticipate needs with every interaction. Say, "Is there anything else I can do for you, I have time" before you leave their side.
Keep customers informed within 15 minutes when they are experiencing a service delay and thank them for waiting.
Update a family member/guest within one hour while a patient or resident is undergoing a procedure.

Safety Awareness

Correct or report any safety hazards immediately.
Report all accidents/ incidents promptly to manager.
Use standard precautions when appropriate (hand washing, Personal Protective Equipment).
Follow safety policies and department protocols to ensure everyone's safety.

Sense Of Ownership

Take pride in the organization as if you own it.
Any employee who receives a customer complaint "owns" the complaint.
Accept responsibility for you own actions.
Set goals; take steps to improve the quality and efficiency of our organization.
Live the values of this organization at work and in the community. Always talk positively, no negative comments.

PRHC Mission And Values

The mission of Pella Regional Health Center is to provide healthcare and healing services with Christian compassion.

Our Values

Compassion
Reverence for Life
Integrity
Stewardship
Teamwork
Excellence

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