On April 7, NYU Medical Center celebrated the one-year anniversary of its Service Standards initiative, an ambitious campaign to enhance the way the Medical Center delivers services to patients, their families, visitors, and staff. The keynote speaker at the event was former New York City Police Commissioner Bernard Kerik.

“We want to be the premier employer in healthcare in New York City,” says Service Standards Co-Chair Mona Sonnenshein, Vice President and Senior Administrator for Hospital Operations. “This is a grassroots effort, with several hundred employees contributing in many different ways. We’re starting at a great place, and we’re taking it to the next level so that we can make these values part of the very fabric of our culture. The reason we call this an initiative rather than a program is because excellence requires an ongoing commitment.”

Sonnenshein reports progress on several fronts. Of the nine Service Standards—Communication, Caring, Excellence, Safety, Respect, Learning and Professional Growth, Teamwork, Physical Environment, and Integrity—the first five have already been introduced. In addition to a host of well-attended fairs, festivals, and other activities, the message about quality is being broadcast on a Web site (www.med.nyu.edu/service­standards) and in a newsletter, each issue of which highlights a Service Standards “hero.”

The Service Standards are already yielding some concrete benefits. Employees—especially those in departments that respond to patient complaints—are making customer service a top priority. For example, they are being trained to use a simple but effective communication technique known as LAST, which stands for Listen, Apologize, Solve, and Thank. The Service Standards are also being incorporated into two vital areas within Human Resources. During job interviews, they will serve as a valuable tool for recruiters. Once on board, employees will have their performance evaluated according to the guidelines set forth in the Service Standards.

“The one-year anniversary of the Service Standards is an important milestone for this important initiative,” notes newly appointed Co-Chair Bernard A. Birnbaum, M.D., Professor of Radiology and Vice Chairman of Clinical Affairs and Operations. “At a time when major medical centers around the country are just beginning to focus on customer service, NYU Medical Center has embraced and is pursuing an ambitious program designed to provide our patients and their families, students, faculty, and colleagues with concrete and convincing evidence of our strengths, values, and commitment to excellence."