Building a Culture of Customer Service

Creating a World-Leading Service Experience

For many years, patients and families have been telling us that we provide excellent clinical care.

They have also told us that how we serve them - how we listen, how we speak and how we respond - is every bit as important as clinical care.

We know that by taking seemingly simple actions - introducing ourselves, explaining what we’re doing, inviting questions, asking someone if they need anything else from us - that we are fundamentally improving the patient experience. When patients feel comfortable with us, when they feel we care about them as people, they are more likely to ask important questions about their health and more likely to confide important health information and trust the care we provide.

The Program

To register for S.T.A.R.T. with Heart® upfront customer service training, visit LMS.

To provide exceptional service consistently, we need every person at Capital Health to know what service behaviours are expected of them. Then we need to provide the training, tools and supports to embed these in everyday practice.

After significant research into best practice in service excellence, Capital Health has chosen to adopt the Cleveland Clinic’s Communicate with Heart® program. The program has proven success in significantly increasing patient satisfaction and staff engagement at the Cleveland Clinic and has been adopted by several other Canadian health care organizations.

Training is made up of two, two-hour training sessions.

  • The first, S.T.A.R.T. with Heart®, introduces nine key expected service behaviours.
  • The second, respond with Heart®, focuses on restoring confidence when patients or families are unhappy with service.

For more information about the Communicate with Heart program or to access tools and resources, please email

Shining a light on Exceptional Service

Every day, we see examples of exceptional service at Capital Health. It’s important to celebrate these examples as we continue to work to build an even stronger service culture. Thanks to all of our employees, physicians, learners and volunteers for your commitment to ensuring exceptional service for every person, every time.

Letters from Patients and Families

Patients and families tell us how much they appreciate our compassion, empathy and caring:

Service Profiles

Every day, employees, physicians, learners and volunteers at Capital Health provide exceptional service to patients, clients and one another. Here we highlight just a few of those who go above and beyond to provide great service!

If you’d like to nominate someone or share your story of exceptional service, let us know at: