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 Service Excellence
Service Excellence
is Fairmount’s pledge to providing exceptional customer service to
its patients, referral sources, employees, and its payers. Each of
our staff has received a 3 hour training devoted to delivering world
class service and developing a personal service excellence action
plan; most which have been personally given by our CEO, Geoff Botak.
On March 18, 2005, Fairmount conducted its Service Excellence
Kickoff. The day began with a presentation by Geoff Botak in which
he asked every Fairmount employee to make a commitment to upholding
the Service Excellence principles and sign their name to a poster to
be displayed in our lobby. Mr. Botak endorsed the idea that
“everybody is our customer!” and that our ultimate goal is to set
ourselves apart from all other behavioral health hospitals and be
considered the premier facility in this region.
Fairmount’s Service Excellence Program encourages all employees to
go “above and beyond” in their day-to-day work. Throughout each
month, employees are nominated by co-workers, managers, visitors, or
patients for exhibiting extraordinary customer service. Every month,
the CEO selects one employee from all nominees; that person is
recognized as the Service Excellence Employee of the Month and
receives a gift certificate and a pin. At the end of the year, one
employee, from the pool of all those who actually received the
award, receives a gift certificate for $1,000.
Service Excellence Principles:
Demonstrate Professionalism and Excellence in Everything I Do
Today
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Dress
Professionally.
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Greet customers
with a smile.
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Address
colleagues by name.
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Show courtesy
and respect – Be sensitive to cultural diversity.
Project a Positive Attitude
Keep Our Promises – to Earn Trust
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Follow through
with what you say.
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Respond to
internal and external issues ASAP!
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Be on time and
follow Kronos rules.
Serve Others as
a Team and with Respect
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See co-workers
as a customer.
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Provide
education to all customer groups on what they can expect at
Fairmount Behavioral Health System.
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Stay Solution
Focused.
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Personally hold
myself accountable for maintaining a clean and safe work
environment.
Individually work toward the goal of creating an atmosphere of
synergy to improve services.
Ensure Access to
Service that is Prompt, Efficient, User-Friendly, and Effective
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Family will be
involved in treatment whenever possible.
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Answer the
telephone professionally by the third ring and limit on-hold
time to 30 seconds maximum before engaging caller again.
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Ensure
effective linkage with the referring provider and aftercare
agency.
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Accurately and
professionally provide quality legible documentation.
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All staff are
trained on Service Excellence during New Hire Orientation. A
monthly Service Excellence recognition award is given to
employees who exemplify the philosophy and standards of Service
Excellence.
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“When
you walk through the halls you feel the change, the camaraderie, the
respect, the understanding of shared vision amongst the staff of
just how important our mission is.”
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“We
raised our expectations for Fairmount
Behavioral Health System; we
expect to be the
best behavioral health treatment facility and an
excellent place to work.”
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“Fairmount’s Service Excellence culture sets
high expectations for
Employee Performance;
this includes every level of management.”
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