Page 15 - Employee Information Guide-V1 2016

Our Service with HEART Excellence Program

In 2012, Mount Sinai Hospital launched Service with HEART, a
service excellence program in support of person-centred care. Our
objective is to build and sustain a consistent service culture across
our hospital and to reinforce our commitment to patients, their
families, our community and to one another. The program also
supports our Vision, Mission and Declaration of Patient Values.

Service with HEART consists of two components:

1. “Best Service” practices on how to initiate and implement effective interaction with others.
2. How to perform service recovery when the needs of patients, families and colleagues have not
initially been met.

The interactive program was initially developed by the Cleveland Clinic and has been customized to
meet our organization's needs. Through scenario-based exercises the program provides practical
skills that assist employees to de-escalate stressful interactions and contribute to emotional well-
being in the workplace. The program is one of the many ways Mount Sinai invests in its people.
These frameworks and exercises are now provided for all new employees in corporate orientation.

The frameworks are:

S.T.A.R.T with Heart

 Smile and greet warmly
 Tell your name, role and what to expect
 Actively listen and assist

 Rapport and relationship building
 Thank the person

Respond with H.E.A.R.T

 Hear the story – Listen attentively

 Empathize – “I can hear/see that you are upset.”
 Apologize – I’m sorry you were disappointed.

 Respond to the problem – “What can I do to help?”
 Thank them – “Thank you for taking the time to talk with me about this.”

For more information, including tips for Handling Disrespectful Behavior, or to find out about bringing
this program to your team, please contact:

Organizational Development at OrganizationalDevelopment.msh@sinaihealthsystem.ca or at x4547

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