UHNet

Star One
First Impressions

IDENTIFICATION
* The I.D. card must be clearly visible at all times while in University Hospital and on the UMDNJ campuses.
* The I.D. card must be displayed in a manner that allows for easy identification (for example, clipped to the lapel of a collar).

GREETING
* Smile when appropriate. Say hello and be courteous to everyone.
* Introduce yourself to anyone who does not know you.
* Knock before entering a room and announce yourself.
* Immediately acknowledge people when they approach you or your workstation.
* Address everyone by a Sir Title (Mr./Mrs./Ms./Miss) and last name unless otherwise requested.

“Hello, (ex. Mr. Santiago). My name is (ex. Mike Smith). I’m (ex. from Transport Service.) I am here to (ex. Take you downstairs for an x-ray).”

Knock on a closed door and say “Good Morning/Afternoon (Mr./Mrs./Ms./Miss) (ex. Ms. Jackson). I am (ex. Mrs. Peters from Housekeeping). May I come in?”

“Welcome to (ex. The University Hospital). How may I help you today?”

DRESS CODE
* Take pride in and care of your personal appearance.
* Everyone is responsible for conveying a professional image by adhering to University and departmental Dress Code Policies.
* Departmental dress codes should clearly identify employee’s function as well as adhere to safety and infection control standards. For patient caregivers, refer to UHNet – Eye on UH – The Fashion Runway to see the uniform guide.

HELPFULNESS
* Offer assistance. Help people find their way.
* When leaving a customer’s room, ask if there is anything else you can do for them.
* Hold doors and yield to wheelchairs and stretchers.
* Only use patient elevators for transport of patients and equipment.

“Good Morning/Afternoon (ex. Sir/Madam). You appear to be lost, may I help you find a clinic?”

“(Mr./Mrs./Ms./Miss) (ex. Miss King) I am finished cleaning your room. Is there anything else I can do for you before I go?”

“Good Morning/Afternoon (ex. Sir/Madam). Let me help you out of the car. Would you feel more comfortable with a wheelchair? Please stay here, I’ll bring one out to you.”

TELEPHONE ETIQUETTE
* Calls must be answered within 3 rings.
* Greet caller, identify your department and yourself.
* Say “May I help you” or “How May I Help You?”
* Ask permission of callers before putting them on hold.
* Speak slowly and clearly. Exude confidence, competence and care.

“Good Morning/Afternoon. You’ve reached (ex. Dental Medicine). My name is
(ex. Ms. Herrera). How may I help you today?”

“I’m sorry, (Mr./Mrs./Ms./Miss).. (ex. Mrs. Taylor) is unavailable right now. May I leave him/her a message that you called?” “Would you like to leave a telephone number?”

“No one is answering at that number, may I put you on hold while I try another number?”

“I’m sorry, Mr./Ms. (ex. Ms. Gonzalez) is on another call right now, would you like to hold for a few moments?”

“Thank you for holding Mr./Ms. (ex. Mr. Mitchell). I can put you right through to that line now.