Standards of Behavior
Attitude is Everything
I will make a positive impression.
- I build strong relationships by treating every person with kindness, respect
and dignity.
- I immediately welcome every person with eye contact, a smile and a friendly greeting.
- I use body language to radiate a friendly, open minded attitude and seek
to put people at ease.
- I listen with care and empathy, avoid interrupting and confirm what I have heard.
- I acknowledge questions or concerns and meet immediate needs or find someone
who can help.
Courteous Communication
I will project a positive image, energy and dedication.
- I will communicate with courtesy and clarity, ensuring dignity and mutual
respect in all verbal and nonverbal communication.
- I commit to being in the moment and to actively listen with purpose and
curiosity, receiving and providing thoughtful feedback.
- I call patients, family members and colleagues by their preferred name.
- I am open to receiving messages of different opinions and acknowledge differences
respectfully.
- I always use “please” and “thank you”, and end
encounters courteously.
Service Excellence
Through service excellence, I will create meaningful and positively memorable
experiences.
- I will strive to exceed patient and family expectations.
- I will practice A.I.D.E.T.
-
I
acknowledge everyone with care, compassion and empathy.
-
I will
introduce myself.
-
I keep team members, patients and family members informed about the process
and expected
duration or time frame.
-
I promote peace of mind and relieve anxiety by
explaining what I am doing and why.
-
I
thank each and every guest.
- I take action to prevent delays and proactively notify those impacted when
delays are known.
- I will stay connected and engaged with those I serve.
- I will anticipate needs and offer assistance; “go the extra mile”.
- I will perform efficiently by reducing hassles and inconvenience.
- I will perform with excellent care, quality and safety.
Appearance Matters
I will project a positive image, energy and dedication.
- I am an ambassador for Madera Community Hospital, our services and programs.
- I meet or exceed dress code; always wearing neat and appropriate clothing
and jewelry.
- I wear my identification badge with my name and title visible.
-
Take pride in the organization as if I owned it:
- I escort guests to their destination and avoid giving directions.
- I keep work areas, meeting rooms and public spaces clean and clutter free.
- I pick up and dispose of litter, clean up spills and return equipment to
its proper place.
Privacy and Confidentiality
I will show respect, thoughtfulness and appreciation.
- I am sensitive to the personal nature of healthcare and I do all I can
to honor the trust others place in me.
- I will keep all patient information confidential.
- I only access patient information for patients under my direct care.
- I knock and announce myself before entering a patient room.
- I ensure patients are comfortable and appropriately covered at all times.
- I speak about personal matters in a private area with a quiet and respectful
voice, and keep noise to a minimum.
Safety Focus
I am committed to ensuring a safe environment for colleagues, patients
and their families.
- I take ownership for safety concerns, whether they are environmental, clinical
or behavioral.
- I always speak up to reduce harm and prevent defects.
- I report potential safety concerns immediately and without concern for
retaliation.
- I use proper tools and equipment and do not take shortcuts that compromise safety.
- I follow policies and procedures - they are designed to keep everyone safe.
Service Recovery
When the MCH experience doesn’t go well, I pledge to make things better.
Hear-Empathize-Apologize-Leap into action (H.E.A.L.)
-
I listen (hear) and respond with respect,
empathy and compassion, and I
apologize for not exceeding expectations.
-
I
leap into action:
- I anticipate and correct problems before they become complaints.
- I am proactive in making amends and make meaningful effort and offerings
to reduce the effect of not exceeding expectation, even in difficult situations.
- I work to make things right and follow up to ensure we have corrected the problem.
- I thank each person for bringing their concern forward.
Team Work
I am a supportive colleague
- I build up my team, sharing in our successes and overcoming our failures.
- I share ideas freely and never make assumptions.
- I recognize we all have areas of expertise.
- I resolve conflicts promptly and directly with those involved.
- I praise in public and respectfully coach in private.
Mutual Respect
My behavior demonstrates I value others.
- I treat others the way I want to be treated.
- I communicate with words and actions conveying respect for others.
- I focus on the issue, not the person, when I have a conflict with someone.
- I recognize I am responsible for my words and actions.
- I create an environment free from bullying and hostility.
Diversity
I recognize our differences, unique talents and varied backgrounds come
together to create a stronger more effective whole.
- I appreciate everyone regardless of age, gender, disability, race, ethnicity,
creed, national origin, religion, sexual orientation or other characteristic.
- I recognize the diverse cultures of our workforce strengthens our organization.
- I ensure equality and acceptance for all.
- I am open to others’ viewpoints, ideas and talents.
- I serve everyone equally.