· I will act in a professional manner. Our appearance and actions reflect our competency and caring. I will not use profanity or profane gestures anywhere on the Hospital grounds. I will follow all Hospital policy and procedures.
· I will treat people like family. I will make eye contact and acknowledge each person I pass in the hall, even if it is the 10th time today.
· I will keep a sincerely good attitude by smiling, being friendly and courteous, and saying “please and thank-you”. I will be gracious and say thank-you when someone does something nice for me.
· I will not give the cold shoulder or ignore someone who is trying to communicate with me.
· I will not engage in or listen to negativity or gossip. I will recognize that listening without acting to stop is the same as participating.
· I will ask questions of the right people regarding things I do not know or am unsure of rather than spreading rumors to my co-workers.
· I will understand that each department has their own priorities and are busy, however that I will still work together politely to achieve the common goal.
· I will identify myself as an employee for the benefit of our patients and visitors. I will always wear my name tag above the waist, below the neck, outside the attire and visible at all times.
· I will always knock before entering an office or patient room. If I close the door, I will indicate that I am closing the door for that person’s privacy.
· I will give my full attention to the customer I am with. I will introduce myself to every patient and write all pertinent information to that patient on the white board in their room. I will show respect by calling them Mr. or Mrs. unless I know them well and confirm with them otherwise. I will be at eye level when speaking with patients.
· I will always display compassion and empathy for every patient and team member. I will never criticize or use negative body language toward patients or co-workers. I will keep personal conversations to a minimum and always out of the earshot of patients and visitors.
· I will keep the volume of all my conversations low so as not to disturb any patients or the work of my team mates.
· I will respect the dignity of a patient who is ambulating or in a wheelchair by keeping their gown closed. I will add a second gown, housecoat, or bathrobe if needed and I will give them the option to change into their own clothes if that would make them more comfortable.
· I will respect our environment by keeping all public areas clean and free of clutter. I will return equipment to the proper place promptly. If I see a piece of trash on the ground, I will always stop and pick it up.
· I will avoid negative comments about my fellow team member’s workload or work habits to patients or other team members, and I will take every opportunity to speak well of them.
· I will never say, “It’s not my job” or “we are short-staffed.”
· I will admit to my mistakes, learn from them, accept criticism in a positive manner and move on.
· I will remind my teammates of our Standards.
· I will offer help without being asked, and if I need help, I will not be afraid to ask for it.
· I will make new team members feel welcome and support all team members at all times.
· I will greet every lost patient or visitor and escort him or her to his or her destination.
· I will follow telephone etiquette: I will answer every departmental phone call in three rings or less and with a smile in my voice. When answering the phone, I will identify my department, my name, and ask how I may help the caller. I will ask callers before putting them on hold. And I will keep voice mail greetings and messages short.
· I will apologize for and explain any delay in service or care. I will explain how long it is expected to take, and keep the customer updated within that timeframe.
· I will anticipate the customer’s needs and questions by explaining what’s going to happen to the patient before it happens, how long it will take, and what happens after we finish.
· I will answer a call light that has been ringing longer than 15 seconds, determine the patient’s need, and either fulfill the need or report it to the patient’s nurse.
· I will always ask, “Is there anything else I can do for you?” before I leave every patient.
· I will provide a quiet and healing environment for my patients.
· I will utilize service recovery standards if we fail to meet a customer’s expectations, I will immediately acknowledge it, apologize for it, and personally be sure I make amends for it.
· I will seek out and participate to improve our personal and professional skills in order to improve my competencies and to create and develop leaders throughout our organization. I will support and encourage my fellow team members so they can participate, learn, and grow.
· I will measure what is important and work as a team to improve the results. I will consider it a priviledge to be asked to serve on a team, committee or task force.
· I will work to create an efficient and effective system.
· I will seek out a blameless culture by accepting responsibility and accountability.
· I will recognize the importance of the monthly employee meetings as well as my departmental meetings and attend as often as possible. If I cannot attend, I will make it my responsibility to catch up on the information I missed.
· I will resolve conflict by taking complaints to the right people.
· I will listen carefully to my patients and co-workers and respond accordingly.
· I will ask for clarification on things from the right people before spreading rumors.
· I will recognize, reward and celebrate our successes.
· I will reward and recognize team members who participate in Hospital activities that promote fun, involvement, and team building.
· I will recognize that fun and laughter belong in the workplace: I will laugh out loud and not be afraid to laugh at myself.
· I will make an effort to include all employees in fun across all shifts.
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