Standards of Behavior

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.

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.

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 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.

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.

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.

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.

I am a supportive colleague

My behavior demonstrates I value others.

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.