Community Cares

The administrative team at Wilkes-Barre General Hospital is very proud to announce a customer service program called Community Cares. Community Cares is built on the principles of customer service and is designed to enhance the service delivery experience for customers, patients, physicians and employees.

The Nine Principles that comprise the Community Care’s philosophy are:

• Commitment to Excellence
• Measure Important Things
• Build a Culture Around Service
• Create and Develop Great Leaders
• Focus on Employee Satisfaction
• Build Individual Accountability
• Align Behaviors with Goals and Values
• Communicate at all Levels
• Recognize and Reward Success

Wilkes-Barre General Hospital’s Standards of Performance are:

• Attitude
• Appearance
• Commitment to Co-workers
• Communication
• Customer Waiting
• Privacy
• Responsiveness
• Safety Awareness
• Sense of Ownership

Our goal is to create great places for employees to work, physicians to practice and patients to receive care. Working together, we can achieve this goal.

Pillars of Excellence

Our Pillars of Excellence provide the foundation for setting organizational goals, direction for service and operational excellence. The Five Pillars of Excellence are: Service, Quality, People, Finance and Growth.