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Careers Standards of Excellence

WellSpan Philhaven empowers employees to provide the best care for clients by upholding standards for caring behavior and customer service expectations.

The CONNECT acrostic outlines our commitment to service excellence. Our approach toward clients, co-workers, and visitors defines the levels of success experienced by the adults, children and families who entrust us with their well-being.


  • Use AIDET
  • 10/5 Rule
  • Acknowledge receipt of all voice-mail and e-mail within 24 hours
  • Watch what you say, how you say it, when you say it,
  • and who is present when speaking


  • Be a problem solver
  • Take ownership of Philhaven environment and workspace
  • Maintain a professional appearance
  • Safety first

Never Words/Always Words

Never say:

  • “We/They”
  • “That’s not my job/responsibility”
  • “I don’t know”
  • “We are short staffed”
  • “There is nothing I can do”

Always say:

  • “How can I help you?”
  • “What questions do you have?”
  • “I have the time”
  • “Is there anything else I can do for you?”


  • Work as one: help support seamless collaboration and coordination of care throughout the organization
  • Consider preferred mode of communication
  • Promote inter-department unity


  • Do the right thing
  • Be honest and transparent in all actions and communications
  • Display a professional and positive attitude
  • Comply with all policies and regulations every time
  • Complete mandatory education and training requirements


  • Sensing and responding to people’s needs before they ask
  • Acknowledge feelings
  • Treat all clients, family members, and visitors as guests


  • Facilitate effective meetings
  • Be adaptable, flexible, and supportive
  • Prepare workspace for next shift
  • Coach co-workers
  • Speak well of others
  • Learn from your colleagues
  • Foster professional development