Employee Service Excellence Award

Service Excellence is part of the foundation of the CHRISTUS Trinity Mother Frances culture. The CHRISTUS Trinity Mother Frances Service Excellence Award recognizes exceptional performance or behavior that meets or exceeds the expectations of our established Service Standards. And anyone employed by or affiliated with CHRISTUS Trinity Mother Frances Health System is eligible for the Service Excellence Award.

Honoring employees for their commitment to excellence cultivates an environment where employee and co-worker engagement, teamwork, productivity and retention grows and thrives, which in turn will enhance the patient experience.

Nominate an employee for the Service Excellence Award

Definition of Service Standards

Patient-Centered Culture - patients are the reason we are here. We each take personal responsibility for creating a positive experience for all individuals we interact with and serve.

Access - employee is responsible for making access into CHRISTUS Trinity Mother Frances easy for all patients, physicians, co-workers, etc… Employees are should be assisting in retaining the patients we have and work to create an environment where new patients want to receive care here. Access requires that every employee own every interaction, question, and request. We are all advocates for the patient and the care they receive at CHRISTUS Trinity Mother Frances.

Accountability - every employee is responsible for their own actions, job duties, and service behavior. This includes individual behavior and personal appearance. Accountability is reflected in how we take care of our facilities’, how we develop and send a message to everyone we interact with regarding our level of knowledge, skills, and professionalism.

Compassionate Care - treating every patient, physician, co-worker, etc… with the same level of professionalism and respect. Responsible for providing care and individualized attention to each individual we serve.

Effective Communication - listening in an effort to understand and strive to communicate with clarity and compassion. Follow appropriate scripting with sincerity. Effective communication includes my choice of words, tone of voice, body language, and positive communication.

Respect - respect and value differences in all individuals. Protect and guard privacy and confidentiality of all patients, families, guests, and fellow employees. Strive to understand what impacts and affects individuals physically, emotionally, and spiritually (including; values, beliefs, and attitudes).

Responsiveness - always anticipate the needs of others I serve and respond to requests with a sense of urgency. Always keep patients, families, etc… informed of any delays, changes, etc… When there are service issues I will apologize, take appropriate action, conduct service recovery, and AIDET and HEART.

Teamwork - always contribute to a positive and healthy work environment by building positive working relationships. Committing to the success of fellow employees and the mission of CHRISTUS Trinity Mother Frances. Being dependable and ensuring others know that they can count on me.