Standards of Service Excellence

By their very nature, hospitals exist to help people. In choosing care at Baltimore Washington Medical Center, we have dedicated our staff and employees to serve others. As a team, we are here to meet your needs and serve you in a dignified and respectful manner.

Our Standards of Service Excellence (below) were created by associates to promote an atmosphere of mutual respect, trust, teamwork and pride, which is vital in providing our community with the highest quality heathcare services. Our success, is measured by how well we satisfy you as a patient and assist you in maintaining good health and quality of life.

Please recognize our commitment to serve you and making Baltimore Washington Medical Center the best hospital in Maryland.

The Standards of Service Excellence are as follows:

Attitude

• Treat all customers as our priority.
• Acknowledge patients and visitors immediately with a smile and introduce yourself.
• Always provide high-quality service with care, courtesy and respect.
• Thank all customers for choosing Baltimore Washington Medical Center.
  
  

Appearance

• Dress professionally ensuring that attire is neat, clean and in good repair.
• Wear your identification badge correctly.
• Maintain neat and organized work areas (e.g. pick up litter, clean up spills, etc.).
• Limit eating and drinking to designated areas.
  
  

Accountability

• Respect and take pride in Baltimore Washington Medical Center.
• Use sound judgment in following policies and procedures.
• Accept the responsibilities of your job and your own actions.
• Avoid blaming other departments or individuals.
• Apologize for mistakes.
• Do what you can to make things right.
  
  

Communication

• Answer telephone calls within three rings and identify name and department.
• Avoid medical jargon with patients, family and visitors (e.g. PT, OR, ED, HR).
• Limit personal cell phone use while on duty. 

Courtesy

• Always acknowledge customer’s arrival and wait time.
• Allow others to exit first and encourage others to enter before you.
• Always extend an offer to provide additional service to customers.
• Maintain appropriate noise levels in designated areas.
• Respond to call lights within three rings.
  
  

Privacy

• Keep all patient and employee information confidential.
• Communicate confidential information on a need-to-know basis.
• Maintain confidentiality while using spectralink phones and hospital computers.
• Provide privacy and dignity to all patients by:
  
  
• knocking before entering;
• closing the door behind you;
• pulling the patient curtain;
• ensure patients are well covered when ambulating.

• Respect patient privacy in elevators and avoid private conversations.
  
  

Safety

• Provide a safe and optimal environment for all customers by:
• reporting incidents promptly;
• always wearing appropriate personal protective equipment;
• identifying and reporting safety hazards.
  
  

Teamwork

• Show courtesy, respect and consideration to fellow employees, treating others as you want to be treated.
• Assume that your co-worker wants to do a good job.
• Provide praise and recognition for a job well done.
• Address concerns with the appropriate person at the proper time and place.
• Offer to help when you can; ask for help when you need it.