Beginning in 2000, setting the standard on how we at NYUMC deliver our services to both internal and external customers became a priority. Through focus groups and surveys, faculty and staff identified expectations of service behaviors across the organization. Health care institutions such as the University of Chicago and Baptist Hospital of Pensacola had already seen their customer and employee satisfaction scores skyrocket after implementing service standard-like initiatives. Word was out in healthcare that by focusing on service behaviors, the bottom-line of institutions in this volatile industry were being positively impacted.
With the support of senior leadership, a design team made up of 32 faculty and staff worked to develop the overall categories for the standards. The categories were then presented at a full-day retreat involving approximately 160 staff, faculty and leadership representing all levels and functions at the school and hospital. There were nurses and doctors, security personnel and medical assistants, food service staff and senior administrators all sharing what makes them proud of working at NYU. Participants shared examples of what they felt were representative of ideal behaviors. After small group discussions, the full group determined which behaviors would become the Medical Center’s “Service Standards” – behaviors expected of everyone. By the end of the day, through group consensus, the Service Standards had taken the form they have today.
Implementation teams and an oversight committee consisting of faculty and staff have led the Standards initiative. With the overall goal focusing on maintaining the Medical Center’s leadership in patient care, scientific research, and medical education by concentrating on service, the Oversight Committee has seen that the standards have been incorporated into our hiring process, our orientation, job descriptions, and performance appraisals. Also through many awareness events, targeted educational seminars, and intensive department-specific change initiatives, the Standards are beginning to make their way into the fabric of this institution.
The Service Standards are important initiative to strengthen the way we conduct our business with our patients, students, and one another as colleagues. With the help of many faculty members and staff from both the school and the hospitals, and with strong support from our Boards of Trustees, the Service Standards initiative was designed to build on NYU Medical Centers great traditions as one of the nation’s premier academic medical centers. At NYU, we continue to set the standard every day.