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Our Customer Caring Core Beliefs

We Are West Valley (WAWV)

Our customer service program is built on the We Are West Valley (WAWV) principles: connection, character and camaraderie. WAWV is built on the principles of our mission, vision, values and Code of Conduct.

  • It’s about connecting with our customers with compassion, empathy and dignity – giving exceptional service and a positive story to tell friends and family
  • It’s about character – acting with honesty and integrity; treating others with respect; keeping patients informed; and keeping commitments.
  • It’s about camaraderie – working together as a team and supporting each other to provide a positive patient experience.

To feel cared for is a basic human need in the best of times.  It is crucial in times of stress and illness. Evidence suggests that caring behaviors significantly impact patient satisfaction with their hospital experience.  A quote from Fred Lee, the author of “If Disney Ran Hospitals,” say is all: “Hospital guests do not talk about the services they received. They talk about the experiences they had.”

One of my favorite quotes, by an unknown author, is as follows: “Life is not measured by the breaths you take, but by the moments that take your breath away.” Let’s take the breath away of those we come into contact with by being the very best we can be.

And..We CARE

At  West Valley Medical Center, we have a “caring model” designed with the sole purpose of improving our patients’ experiences.

We: We will welcome you, introduce ourselves and explain our roles.

C: We will call patients by their preferred name.

A: We will use appropriate touch, such as a handshake or an encouraging touch on the arm, to make you feel more at ease.

R: We will review your plan of care, sitting by the bedside at least 5 minutes each day.

E: And we will strive to do this with every patient, every time.

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