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Montefiore Excellence

Standards of Montefiore Excellence

The thousands of professionals who work at Montefiore are driven by a passion to serve and a desire to provide excellent care. In order to provide higher levels of service, we are committed to upholding the highest standards of service and conveying attitudes and actions that are essential to providing quality care.

Monitoring Performance and Satisfaction

We survey patients about their experiences at Montefiore and carefully record their responses. With this information in hand, we work to provide excellent service that will truly enrich the lives of those we touch. In addition, we survey our associates for their perspective on our service performance. This valuable opportunity for feedback is taken into consideration to ensure that Montefiore associates experience the job satisfaction that is so important to the delivery of exceptional service and patient care.

Each staff member in our hospitals and outpatient facilities looks to these standards as a guide for their interactions with patients, their families and friends, and fellow Montefiore associates.

Standards of Montefiore Excellence

Respect
We honor and value each individual, preserve the dignity of each patient and protect privacy and confidentiality.

Effective Communication
We communicate with our patients and fellow associates with a sincere, helpful attitude, by listening carefully, accepting other points of view and inviting and providing feedback.

Sensitivity
We demonstrate consideration for the needs and feelings of others by appreciating the diversity of those we serve, focusing on others’ needs, acknowledging others’ concerns and demonstrating calm and patience.

Professionalism
We demonstrate quality in our work by taking initiative, being knowledgeable and accurate, developing our skills and knowledge and being punctual and prepared.

Exceeding Expectations
We respond to patient needs quickly and ensure follow-through, provide exceptional service (and then ask what else we can do), anticipate needs and offer assistance.

Courtesy
We serve everyone with kindness and care by acknowledging others; offering assistance to patients, families and visitors; and using courteous language and behavior.

Teamwork
We focus on shared goals and act on opportunities to help others, share information and ideas for team improvement, contribute consistently and dependably as team members and acknowledge and value everyone’s contributions.