Standards of Behavior

CUSTOMER SERVICE

I WILL:

• Treat everyone as if he or she is the most important person in our facility.
• Make time for everyone. No one is an interruption but rather my reason for being at Summa Wadsworth-Rittman Hospital.
• Use direct eye contact while addressing others.
• Be patient and understanding.
• Value our patients and co-worker’s time and provide prompt service.
• Speak highly of our patients, other employees, physicians, volunteers, other departments and our Health System.
• Refrain from making excuses or blaming.
• Escort anyone who is lost or find someone who can assist.
• Sincerely apologize and seek remedies when expectations are not met.
• Look for ways to make patients and visitors comfortable by providing locations of vending areas, restrooms, cafeteria, gift shop, reading materials and other information as requested.
• Inform patients and family members of anticipated wait times, cause of delay and periodically provide them a status update.
• Acknowledge call lights as a priority and realize all employees are responsible for responding to them promptly by entering the room, identifying myself and informing the patient that I will direct the request to the appropriate caregiver.
• Maintain patient privacy and modesty by closing doors, pulling curtains, and providing appropriate size gowns.
• Respect patient privacy by knocking and identifying myself before entering closed doors and curtained areas.
• Be responsive to the individual patient’s needs.
• Be sensitive and gentle when waking a patient for any procedure.
• Offer assistance to anyone needing help.

COMMUNICATION

I WILL:

• Use AIDET as a framework to communicate with patients and their families.
• Keep patients informed regarding their plan of care including timeframes and changes.
• Be open, courteous and respectful.
• Speak respectfully and positively of leadership and peers.
• Listen to people in ways that show I care by using appropriate eye contact and body language.
• Be aware of, attentive to and respectful of the cultural diversity within our patient population.
• Never gossip.
• Never use offensive language.
• Always look for ways to communicate constructively.
• Actively listen and seek clarification.
• Seek interpreter services when appropriate or desired.
• Explain things clearly, using the appropriate language level.
• Take responsibility for being informed about WRH Health System and my department. To do so, I will regularly attend department meetings and employee forums and will read hospital communication tools including bulletin boards, newsletters, policies and procedures.

TEAMWORK

I WILL:

• Wear my identification badge at all times while in the facility. It will be clearly visible and fastened above the waist with the photo facing outward.
• Conduct myself in a professional manner and strive to do the best job I can.
• Look for ways to meet a request without saying, “I don’t know” or “it’s not my job.”
• Ask for guidance or help when necessary.
• Work in collaboration with my co-workers, being positive in finding solutions to problems and supporting a blame-free environment.
• Take responsibility for my decisions, actions and performance, welcoming constructive feedback and suggestions.
• Talk with my co-workers in a discrete and respectful manner if I have a grievance or concern.
• Mentor new employees and welcome them to our team.
• Take pride in my appearance, adhering to the organizational dress code.
• Treat all others with honesty and respect.
• Look beyond my assigned tasks and if I am unable to meet a request will find someone who can.
• Be an ambassador to the organization demonstrating loyalty and supporting its values.
• Demonstrate and accept personal responsibility for the success of the organization.

GENERAL ETIQUETTE

I WILL:

• Greet everyone as I pass him or her in the hallway.
• Understand that rudeness is never acceptable.
• Always thank customers for waiting and apologize for delays.
• Help to maintain a quiet, calming and professional environment.
• Always address patients by Mr. / Mrs. / Ms. until instructed otherwise.
• Use “please” and “thank you” in all my conversations.

ELEVATOR ETIQUETTE

I WILL:

• Keep conversations professional at all times.
• Maintain confidentiality by not discussing patient information where the conversation can be overheard by others.
• Keep traffic areas clear when entering and exiting an elevator, letting others out before entering.
• Use the elevator as an opportunity to make a favorable impression and smile and acknowledge passengers.
• Wait for the next available elevator when a patient is being transferred.
• Make room for others and press the door open button for them.

TELEPHONE ETIQUETTE

I WILL:

• Know how to use the phones in my work area.
• Answer the phone within three rings, when possible.
• Answer calls with a pleasant voice, identifying myself and my department.
• Provide the caller with the correct number before transferring a call in case the call is lost.
• Introduce the caller to the receiving department.
• Place the caller on hold rather than laying the receiver down.

TECHNOLOGY ETIQUETTE

I WILL:

• Silence my pager and other wireless communication devices when attending meetings.
• Consider an alternate means of communication if there have been three or more e-mail messages exchanged in an attempt to reach a conclusion.
• Respond to e-mail and voice mail as soon as possible.
• Avoid using all capital letters in an E-mail, because it symbolizes shouting.
• Use personal paging systems in place of overhead pages when available.