Ste Genevieve County Memorial Hospital

Behavior Standards

As a Ste. Genevieve County Memorial Hospital employee, I am here to serve our customers (patients, visitors, co-workers). I am committed to providing the highest quality of caring service and to meeting our customers’ needs in a courteous and respectful manner. This commitment is reflected in my behavior.

Attitude:

I have a positive attitude and show enthusiasm at work:
I greet all customers with a smile. I express a positive attitude and avoid negative comments.
I smile and laugh frequently with a sense of humor, when appropriate.
I apologize for problems and inconveniences.
I provide personable and compassionate care to all I come in contact with.

Appearance:

I take pride in my appearance, my workspace, our hospital and our physician clinics:
I wear my ID Badge at chest level and I follow the dress code policy.
I understand that my appearance communicates to each customer that “I respect you and myself.”
I decrease clutter by returning equipment and supplies to their proper place.
I pick up trash when I encounter it, inside and outside the facility.

Communication:

I communicate effectively:
I use AIDET and TeamSTEPPS tools and standards. I speak in a calm, clear voice; and confirm that others understand my message. I make eye contact; use positive body language; use a pleasant tone of voice; and say please and thank you.
I listen carefully and avoid unnecessary interruptions. I address customers by name when possible.
I promptly answer and respond to all written, verbal, and electronic requests/concerns. I avoid using all capital letters in my emails.
I avoid discussing staffing issues with customers.
I answer the phone in a professional manner with a smile on my face. I introduce myself and my department using the hospital name when necessary. I ask callers for permission to hold; then wait for their response before placing them on hold. I give a handoff to the next department when transferring calls.

Privacy:

I respect privacy and confidentiality:
I discuss private matters in a private place. I do not access employee or patient records, unless necessary for my job.
I knock before entering and close doors for privacy. I explain what I’m doing to protect privacy.
I confidentially maintain electronic and written information by turning over papers on my desk and protecting my computer screen when others are around. I also avoid reading other’s computer screens and information while in their work space.
I treat all co-worker’s personal information as confidential.

Accountability:

I am Ste. Genevieve County Memorial Hospital. I take pride in what I do:
I recognize my work is a reflection of who I am as a person and as a health care professional.
I accept responsibility for my job and for the outcomes of my efforts.
I am a team player. I am flexible with my schedule and workload as needed.
I use resources (ie: time, supplies, equipment) wisely to keep costs down.
I am accountable for meeting our standards of behaviors. I am encouraged to “politely and respectfully” hold others accountable for meeting our standards of behavior.
I support a culture that makes people feel appreciated, included and valued.
I stay informed by reading hospital and departmental communications (ie: Grapevine, Memos, etc) each shift.
I follow appropriate reporting and chain of command policies when addressing concerns or comments.
I arrive to meetings on time, come prepared (if applicable), and avoid distractions.

Excellence:

I pursue excellent performance:
I keep my customers safe and comfortable by being patient and creating a healing environment.
I provide a productive work environment. I limit personal business (ie: cell phone calls, text messages, internet use, etc) to breaks and lunch, unless it is an emergency.
I seek out learning opportunities to enhance my skills and ability to serve. I share my knowledge with others.
I follow all policies and procedures.
I recognize that change is necessary and I comply with new processes.
I ask for help if something is beyond my knowledge, ability, or scope of authority.
I prioritize my work to exceed customer’s needs.

“A person doesn’t care how much you know, until they know how much you care.” John C. Maxwell

“Trying is good; but succeeding is required.”
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