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Service Excellence

Service Excellence

Service Excellence in Behavior Healthcare

Fairmount Behavioral Health System pledges to provide service excellence in our behavior healthcare services for patients, referral sources, employees and payers. All staff members receive orientation training devoted to the delivery of world class service. Adherence to service excellence principles is a component of every employee’s annual performance evaluation.

Service excellence encourages all employees to go above and beyond their daily duties. It applies to all staff, from the CEO to the intern. We see every patient, family member, mental health provider, case manager and co-workers as a client. As an organization, we promote a culture that acknowledges strong performances in patient care. Each month, we recognize exceptional customer service in our peers, subordinates and supervisors.

Our first Service Excellence Council was formed in 2005. In 2010, it expanded to 12 members and a chairperson to connect staff from every area of the hospital and multiple authority levels. Council members are volunteers, and we appreciate their service and the examples they set for all staff. Each month we receive multiple peer nominations for Service Excellence Role Models, and the council selects three winners who are rewarded and publicly recognized at monthly gatherings.

Service excellence is a way of life for Fairmount employees, and we demonstrate it through the virtues below. For more details on our commitment to exceptional behavioral healthcare, read about our mission, vision and values.

I am a Professional

  • I greet guests with a smile.
  • I show courtesy and respect to patients.
  • I dress professionally.
  • I write legibly.
  • I always wear my name badge.
  • I maintain a clean and orderly work space.
  • I answer the phone within three rings and keep hold times to less than 30 seconds.

I am a Good Teammate

  • I treat my co-workers as customers.
  • I arrive to work on time, at my station. I stay until the job is done.
  • I address my colleagues by their names.
  • I am candid and assertive.
  • I will identify SOLUTIONS.

I Respectfully Serve Others

  • I am sensitive to cultural differences.
  • I educate our stakeholders about the benefits of Fairmount BHS.
  • I involve our patients’ families in their loved ones’ treatment.
  • I ensure effective linkage with referral agencies and aftercare providers.
  • I respond quickly to problems and keep my promises.

Here to Assist You 24/7

If a psychiatric disorder or chemical dependency affects you or a loved one, please call 215-487-4100. We are available 24 hours a day, seven days a week to perform no-cost assessments and answer questions on programs and admissions.