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Clarke County Hospital
Standards of Behavior
Commitment to Co-workers – We are committed to support and help each other in our work so we can provide excellence. We work together to build strong, positive relationships with each other and between departments.
- We are flexible by working to help others and adjust our schedules when possible for the good of the organization. We arrive promptly and are ready for work when scheduled. We are considerate of co-workers by taking breaks as work load permits and with appropriate communication.
- We welcome an open exchange of ideas as well as constructive feedback and suggestions, in an appropriate setting, for the success of Clarke County Hospital.
- We show commitment to each other by offering and accepting help with a positive attitude. We mentor new employees and welcome them to our team.
- We work through conflict together to focus on common goals, to reach collaborative solutions, and continuing to foster positive and strong relationships throughout Clarke County Hospital.
- We express kindness and courtesy in the words and actions we choose (i.e. please, thank you, smile, helpful hand) in all situations. I understand that rudeness is never acceptable and I am mindful of how others perceive my words and actions.
Patient Relations – We deliver personalized care to our patients and families by working together as a team to create a positive patient and family experience. We view our patients as the purpose of our work, not as an interruption of it. We develop excellent patient relationships and thereby create loyal customers who recommend us to others as the best place for their health care needs.
- We knock on each patient’s door prior to entering their room. We introduce ourselves and explain our purpose.
- We place our patient’s needs before our own. By being upfront and honest, we encourage our patients to take an active role in their own healthcare choices and needs.
- We end each interaction with, “Is there anything else I can do for you? I have time.” spoken with the spirit of our positive attitude. We are responsive to each individual patient’s needs, offering assistance to anyone needing help. If we are unable to meet the patient’s needs, we will convey it to someone that can.
- We immediately take action when there is a breakdown in service. In individual situations for service recovery, we use the HEART method (Hear them out, Empathize, Apologize, Resolve, and Thank you).
- We will not use or disclose any confidential information of a patient, friend, relative, staff member, or any other person unless authorized to do so and required to do so as part of our official duties. We hold confidential conversations and provide individualized treatment behind closed doors or with a curtain pulled. We explain to the patient that we are closing the door or pulling the curtain to protect their privacy.
Positive Attitude - We choose to create and deliver a positive attitude, each day. We take responsibility for the attitudes that drive our behaviors. We desire a workplace where our co-workers exhibit and maintain a positive attitude.
- We convey a positive attitude through our verbal and nonverbal behaviors. Our tone of voice is upbeat and shows enthusiasm. We speak highly of our patients, other employees, physicians, other departments, and Clarke County Hospital.
- We acknowledge each person we encounter and offer a smile. We take advantage of opportunities to make our fellow co-workers laugh and have fun at work, while maintaining our professionalism. We offer encouragement when appropriate.
- We create a relaxed environment for others by anticipating their needs and exceeding their expectations by going above and beyond. We will minimize noise in our environment to foster a calm, healing atmosphere.
Personal Accountability – We take personal responsibility to learn our job and to perform our duties in a proficient and professional manner. We hold ourselves accountable to ask for and offer help when necessary. Our actions demonstrate our personal responsibility for the success of Clarke County Hospital.
- We take pride in creating a favorable first impression by following our dress code, wearing our name badge in a visible location, maintaining a clean and clutter-free work area, and keeping all public areas orderly. If we see something out of place, we move it to the appropriate place.
- We demonstrate professionalism in the way we utilize the telephone. We strive to answer each phone call within three rings and with a smile in our voice. We always answer each call with a standardized greeting that includes department, name, and title (if appropriate). When transferring a phone call, the transferring extension number is given to the caller. We thank the caller and offer further assistance when completing the conversation.
- We hold ourselves accountable to established deadlines so our team can rely on each other to achieve a common goal. We are punctual in meeting attendance. If unanticipated delays occur, we notify another attendee. We follow through with our promises and commitments.
- We take responsibility for solving problems and demonstrate ownership of our services; regardless of origin. We are ambassadors of Clarke County Hospital, demonstrating loyalty and supporting its mission. In doing so, we avoid using phrases such as; “It’s not my job” or “We are short staffed”.
- We take it upon ourselves to learn and grow from our experiences. We take responsibility for being informed about Clarke County Hospital and of our department. To do so, we regularly attend department meetings and employee forums and we read hospital communication tools; including bulletin boards, The Informer, Expectations, and policies.
- We model the behaviors that we expect of others at all times. Our words and actions consistently support our co-workers, our department, and Clarke County Hospital.
Respect – We believe in behaviors that demonstrate courtesy, privacy, and dignity for all our patients, co-workers, and visitors. We value all people even in our differences to create an atmosphere of excellence close to home. We will treat everyone with fairness, honesty, and compassion.
- We commit to greeting and acknowledging any person that we encounter in a professional and friendly manner. We value what others say by using good listening skills, avoiding interruptions when possible, making eye contact, and asking questions when needed.
- We demonstrate that we respect our medical physicians by using their title, “Dr.”while in a professional setting.
- We notice and recognize the contributions of other individuals, as well as other departments.
- We recognize that participating in negativism and gossip is unacceptable and not acting to stop it is the same as participating.
- We diligently work to build relationships so that we develop trust with everyone we encounter. We accept each other as we are today, setting aside our differences while in the workplace.
Service – We strive to create the best experience of quality healthcare for our patients. We continuously evaluate and change our processes by looking at best practices. We serve our co-workers so that continued quality service can be carried on to patients, visitors, co-workers, and physicians.
- We proactively look at ways to improve our services. We take responsibility to voice our suggestions and concerns about our services through appropriate means.
- We greet our patients and visitors and provide them assistance by walking them to their destination when they ask for directions; whenever possible.
- We escort our patients to the next caregivers, introduce them, and give them reassurance of their ongoing excellent care.
- We communicate and follow-up with patients, visitors, co-workers, and physicians to inform them of changes in the service or care being provided. If a delay occurs, we apologize for and acknowledge the delay, accept personal responsibility, convey that their time and needs are very important to us, keep the customer updated of changes in the timeframe, and proceed with a positive attitude.
I have read the Standards of Behavior for Clarke County Hospital. I understand my responsibilities and I commit to the intentions, specific actions, and behaviors contained therein.
Most of all, throughout my employment in this organization, I commit to the service and support of our patients and families, my co-workers, and of Clarke County Hospital as a whole.
This commitment will be reflected in my behavior.
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Signature Date
“Doing the right thing for the customer, the organization, and one’s self, all the time,
every time…especially when no one is looking.”