Commitment to Service Excellence
Service Excellence defines the culture at UHS and is what sets us apart from our competitors. It is intrinsic in every UHS facility. Over 65,000 UHS employees are committed to making every interaction a “WOW” experience by demonstrating the following Service Excellence behaviors:
Treat Everyone As a Guest
- I make a positive first impression and continue that positive impression through ongoing efforts
- I anticipate the needs and expectations of all customer groups
- Display service recovery skills
- I am responsible for resolving customer dissatisfaction without assigning blame
Behaviors:
- Always say “Please” and “Thank You”
- Greet guests with eye contact and a smile
Demonstrate Professionalism and Excellence in the Things I Do
- I deliver excellence that goes beyond departmental and individual job responsibility
- I am proud to sign my name to what I do
- I demonstrate professionalism in how I look, what I do, and what I say
- I hold myself accountable—I am a positive role model
Behaviors:
- Always wear your name badge
- Use language appropriate to the situation and the guest
Practice Teamwork
- I participate in decision-making and process improvement, regardless of my level in the organization
- I communicate effectively within and beyond my assigned team
- I focus on the problem or issue, not the person
Behaviors:
- Always end an interaction with the guest by asking, “Is there anything else I can do for you?”
- I hold myself accountable for getting the information I need to know to do my job
Corporate Service Excellence Award
To recognize the best in Service Excellence, the Corporate Service Excellence Award is given annually to one acute care and one behavioral facility. It is an honor to win this prestigious award as it celebrates the achievement of excellence within the organization. Winners are chosen from applications submitted during first quarter. The application focuses on how Service Excellence was used to enhance the success of the organization and includes improvements in quality, safety, employee engagement, patient satisfaction and clinical programming.
Winners of the Corporate Service Excellence Award:
| Year | Acute Care Division Winners |
| 2011 | Texoma Medical Center, Denison, TX |
| 2010 | Northwest Texas Healthcare System, Amarillo, TX |
| 2009 | Centennial Hills Hospital Medical Center, Las Vegas, NV |
| 2008 | Doctors Hospital of Laredo, Laredo, TX |
| 2007 | Manatee Memorial Hospital, Bradenton, FL |
| 2006 | Auburn Regional Medical Center, Auburn, WA |
| 2005 | Aiken Regional Medical Centers, Aiken, SC |
| 2004 | Wellington Regional Medical Center, West Palm Beach, FL |
| 2003 | St. Mary's Regional Medical Center, Enid, OK |
| 2002 | Valley Hospital Medical Center, Las Vegas, NV |
| Year | Behavioral Health Division Winners |
| 2011 | Chicago Children’s Center, Chicago, IL Peak Behavioral Health Services, Santa Teresa, NM |
| 2010 | North Star Behavioral Health, Anchorage, AK |
| 2009 | Rockford Center, Newark, DE |
| 2008 | Lakeside Behavioral Health System, Memphis, TN |
| 2007 | Hermitage Hall, Nashville, TN |
| 2006 | Carolina Center for Behavioral Health, Greer, SC |
| 2005 | La Amistad Behavioral Health, Maitland, FL |
| 2004 | Anchor Hospital, Atlanta, GA |
| 2003 | Parkwood Behavioral Health System, Olive Branch, MS |
| 2002 | Peachford Behavioral Health System, Atlanta, GA |
