Skip to Content
We welcome visitors to our care settings while they’re wearing masks. View our updated visitor guidelines.

Service Values

NorthShore University HealthSystem is committed to earning the loyalty of those who come to us for care and those who play a role in providing that care. The Service Values define the behaviors that each of us at NorthShore demonstrate in person, on the phone, or through email with co-workers, patients and families, physicians and visitors. Our values include exceptional customer service, supportive workplace interactions and a professional work ethic.

Exceptional Customer Service

Focus on Empathy, Communication, and Attitude

  • Demonstrate a genuine sense of caring about the well-being and feelings of others
  • Follow-through on commitments to customers, those you make and those stated in NorthShore policies
  • Demonstrate sensitivity to those who are sick, scared, vulnerable and/or under time pressure
  • Remain professional, calm and appropriate with customers, even in stressful situations
  • Listen patiently and without interruptions, to fully understand the thoughts of others
  • Understand the expectations of customers and your responsibility in meeting them
  • Use service recovery behaviors: offer appropriate apologies, explanations and resolutions
  • Address customers by their formal name (Mr., Ms., Mrs.) at least once during an interaction
  • Make eye contact with customers to demonstrate courtesy and attentiveness
  • Maintain patient confidentiality in verbal, written and electronic communication

Supportive Workplace Interactions

Focus on Teamwork, Positive Outlook

  • Work cooperatively, as a positive contributor to the “team”
  • Demonstrate a positive attitude in all workplace interactions
  • Communicate in a manner that gains the trust and support of others at all levels
  • Apply information about people, situations and processes before making judgments
  • Follow established processes, protocols and workflows
  • Respond positively and willingly to customer requests for assistance
  • Work effectively with others despite differences of opinion and style
  • Accept both positive and negative feedback as opportunities for improvement
  • Keep your work environment clean and presentable

Professional Work Ethic

Focus on Professionalism, Initiative, Flexibility and Multi-tasking

  • Reflect a sense of personal and ethical accountability for the work you do
  • Demonstrate understanding that you represent NorthShore and NorthShore Medical Group to each customer
  • Take initiative to resolve problems and meet customer requests
  • Be flexible, and embrace change with a “can do attitude”
  • Demonstrate reliability in attendance and punctuality 
  • Demonstrate reliability to complete duties in a professional, timely and accurate manner 
  • Be results-oriented; prioritize time to work on what is important