Delta Regional Medical Center

Standards of Behavior

Standards Of Behavior

Addendum to Delta Regional Medical Center Application for Employment

DRMC C.A.R.E.
(Communication, Attitude, Responsibility, Etiquette)
Standards of Behavior

This booklet is provided to every team member of Delta Regional Medical Center to ensure that we maintain the highest quality health care system.  It identifies our values and the specific behaviors expected of every person who works at Delta Regional Medical Center. The information contained within this booklet was compiled by DRMC team members. 

VALUES
 
What are values?

Values are the set of beliefs held by the Delta Regional Medical Center organization, and are the underlying principles that guide our operations, decisions, and team members’ behaviors.  Values are what drive the priorities of Delta Regional Medical Center team members, and are the basis of the ethical standards used in dealing with each other and those we serve.

Our values:

Compassion

Accountability

Respect 

Excellence & Education

We at Delta Regional Medical Center embrace these organizational values as guiding principles. We hold ourselves and each other responsible to support and demonstrate these values in our daily tasks, ecisions, and interactions.


STANDARDS OF BEHAVIOR

Communication:

The goal of communication is understanding.  We must be committed to listening attentively to those we serve in order to fully understand their needs, including recognition and acceptance of diverse backgrounds.  Close attention should be given to both verbal and non-verbal messages.  Our message to customers should be delivered with courtesy, clarity, and care.

We communicate effectively by: AIDET

ACKNOWLEDGE

• Acknowledge the patient by name. Make eye contact.
 Ask; “Is there anything I can do for you?”

INTRODUCE

• Introduce yourself, your skill set, your professional certification, and experience.

DURATION

• Give an accurate time expectation for tests, physician arrival, and tray delivery.

EXPLANATION

• Explain step by step what will happen, answer questions, and leave a phone number where you can be reached.

THANK

• Thank the patient for choosing your hospital and for their communication and cooperation. Thank the family for assistance and being there to support the patient.

Attitude:

What is an attitude?  An attitude is a point of view about a situation.  An attitude is made up of the following three components:

• What you think.
• What you do.
• What you feel.

Every day we are faced with new challenges, and we recognize that we have a choice about the attitude we embrace.

Choose your attitude!  Our attitude is the foundation of a healthy and healing environment for our customers and guests.

As team members for the Delta Regional Medical Center System, we model a professional and appropriate attitude at all times by adhering to the following principles of behavior.

UNDERSTANDING

■ We recognize that our customers may be frightened and are undergoing a difficult time during their hospital stay.
■ We respond to our customers with care, concern and empathy.
■ We listen carefully when our customers speak.  We understand that extraordinary service begins with complete attention to their needs.

DIGNITY

■    We recognize and understand that we must preserve the dignity of our customers.
■    We always use courtesy titles (Mr., Mrs., Ms.) when we speak to our customers, and we call them by their last name.
■    We recognize their right to privacy, and we always ask, “May I close your door to protect your privacy?”  We always treat our customers with respect and provide privacy measures for customers whenever customers are disrobed.

Responsibility:

SENSE OF OWNERSHIP

Every Delta Regional Medical Center team member is important to the success of this organization.  Each member of the DRMC team should take pride in what we do to serve this region.  Each of us is responsible for the outcomes of our efforts, and we must recognize our work as a reflection of us all. 

■   Be sure you know and understand the responsibilities of your job.  Take charge of and accept these responsibilities.  Ask for specific training you feel you need to improve your skills.
■   Look beyond your assigned tasks.  Your responsibility does not end where your co-workers’ responsibilities begin.  In most situations, responsibilities merge and blend.  When it is appropriate for you to perform a service, do so.  Be willing to help your team members accomplish the job!
■   Provide suggestions for how our day-to-day operations may be improved.  Offer potential solutions and/or ideas whenever we identify a problem.
■   Stay informed about what’s happening in our health care system.  Know what progress is being made toward reaching our goals.
■   Strive to treat each person you work with, and each customer you serve, fairly.  Everyone deserves “special treatment”.
■   Report any evidence of discrimination, harassment, unethical behavior, or illegal activity.
■   Help create a culture that taps the full potential of team members and builds an environment that allows all people to feel appreciated, included and valued.
■   Take responsibility for Delta Regional’s success.  We succeed or fail together!

The desire to go beyond what is asked or expected is a gift.  Many things can be taught, but extra effort comes not from a book but FROM THE HEART.

 APPEARANCE

Our personal appearance reflects respect for our customers.  Our manner and expression convey our dedication to our job and our willingness to meet the needs of our customers.  Make a good first impression!

 •  Clothes, shoes, hair, and nails should be clean and well kept. 
 •  Breath should be clean and fresh.
 •  Clothing should be neat and discreet and within DRMC dress code standards.
 •  Don’t overdo makeup, perfume, or jewelry.
 •  Don’t eat, drink, or chew gum when interacting with customers.
 •  Greet customers in a warm, friendly, and appropriate manner.
 
Our work environment also reflects the pride we take in our facility.

 •  Keep public and personal workspaces clean and orderly.
 •  Return items to their proper place.
 •  Pick up litter and dispose of it properly.

Pride in appearance is a personal commitment that separates excellence from mediocrity!

COMMITMENT TO FELLOW TEAM MEMBERS

As Delta Regional Medical Center team members, we are linked to one another by a common purpose: serving our customers and our community.  Our co-workers, therefore, are our teammates.  They deserve our respect.  Without their contributions, none of us could perform our jobs.  Just as we rely on our fellow team members, they rely upon us.  Each of us has obligations to our co-workers.  Our mission and values will be our guide in the following:

■  Foster a work environment that promotes personal and professional growth and fulfillment, treating one another with respect and dignity.

■  Harassment of co-workers will not be tolerated.

■  Communicate honestly with candor and openness, encouraging a work atmosphere where a free exchange of ideas and innovation is expected.

■  Recruit, hire, train, and promote team members in all job classifications based on their own abilities, achievements, experiences and conduct without regard to race, color, sex, religion, national origin, age, sexual orientation, disability or political affiliation.

■  Understand and adhere to our Standards of Behavior.

■  Discuss concerns with the appropriate party and report any suspected violations of our Standards of Behavior.
     
■  Display only a positive attitude.

■  Be supportive of one another – Set each other up for success.

■  Utilize teamwork.  Set aside differences and work for the good of those we serve.

■  Be honest in all interactions.

 
SAFETY

It is the responsibility of all DRMC team members to ensure a secure, accident-free workplace.  Safety is a fundamental part of each employee’s job.  Accidents result from actions and attitudes that you can eliminate:

■  Know the policies and procedures relating to safety and security issues, and where the manuals may be found in your department.

■  Be aware of potential hazards and use personal protective equipment when appropriate.  Don’t take any chances. 

■  Protect your back when lifting, pushing, pulling or carrying.  Don’t hesitate to get help when necessary.

■  Correct safety hazards, if possible.  If not, secure the area and report the hazard to the appropriate individual.

■  Be aware of potential chemical hazards; it is your right to know!  Know where the MSDS sheets are located in your department.

■  Be sure all equipment is in good working order and is used in the proper manner.

■  Prevent slips, trips and falls.

■  Be prepared for emergencies, knowing the correct action to take and taking it promptly.

 
Etiquette:

COURTESY

All team members of Delta Regional Medical Center should always provide quality customer service whether internal or external.

■  All team members should accept responsibilities for providing customer service in a courteous and friendly manner.

■  Learn and apply customer service skills in a positive manner with a positive attitude.

• Always welcome our customers with a warm friendly smile.
• Always introduce yourself to your customers.
• Address our customers by their formal name, unless otherwise informed (don’t use baby, honey or sweetie).
• Always make eye contact when addressing customers and give them your full attention.      
• Always be prompt and courteous (saying, please and thank you).          
• Always be professional and mindful of your surroundings.
• Always assist customers to their destination or make sure someone assists them (Never leave them wondering where to go.)
• Always be courteous to all team members and customers.
• Promptly respond to all customers and recognize their time is important.
• Always apologize when there is a delay in providing a service to our customers and provide an explanation whenever possible about why it is necessary for them to wait.
• Always provide ongoing updates when the wait time is longer than expected and do “whatever it takes” to make their wait time more comfortable.

 
  TELEPHONE COURTESY

         Quality telephone etiquette improves customer service.             

■   Always identify yourself when calling or answering the telephone.
■  Speak to your customer on the phone as if you are speaking to them face to face.
■  Smile when you answer the phone. Your tone of voice makes a difference!
■  Always be courteous by saying, “May I help you?” and “Thank you”.
■  Always answer the phone in a timely manner (within 3-rings, if possible).
■  Focus on your conversation with your customer.  Never talk to others while on the phone.  Only use the speakerphone if you are able to protect the privacy of the speaker.
■ I f you need to place a caller on hold, always thank them for holding, and let them know if you need to transfer them.  Also, let them know to whom you are transferring them.

 
CELL PHONE COURTESY

Cellular phones are prohibited in the work setting, and strictly prohibited in the clinical setting, including sending and receiving text messages, except for hospital business purposes. The use of the camera function on cellular phones is also prohibited.

 
ELEVATOR COURTESY

■  Always allow customers (patients) privacy, by not using the elevator if a  customer (patient) is on the elevator.
■  Always stand to the side of the elevator door allowing exiting customers toexit the elevator before entering.
■  Do not discuss customers and personal information on the elevator.

CUSTOMER WAITING

DRMC team members recognize that our customers’ time is very valuable. We will always strive to provide our customers with prompt service, keeping them informed of any possible delays and making them comfortable while they wait. Putting our customers’ needs first should always be our top priority, making our organization a success in our community.

■   Acknowledge all customers immediately. Ignoring a customer, even if you are busy, tells the customer he is not important.

■  Provide a comfortable atmosphere for waiting customers.

■  Offer reading materials and educational literature for customers in the outpatient waiting areas.

■  Offer pillows or extra blankets for customers waiting for procedures.

■  Educate the customers on the process and procedure when possible, explaining what you are doing and letting them know what to expect.

■  Notify customers of any possible delays, periodically checking back, and thanking them for waiting.

■  Update family members periodically while the customer is undergoing the procedure.  Customers’ families are as important as the customers.

■  If problems occur, practice service recovery with a H.E.A.R.T.

H - Hear the complaint

E - Empathize and evaluate the problem

A - Apologize to the patient (use tool kit)

R - Resolve the problem yourself whenever possible. Use proper chain of command for problems you are unable to resolve.

T - Thank them for bringing the problem to your attention

■  Work together to answer call lights promptly. It is every team member’s responsibility to answer call lights when needed.

 
PRIVACY

We ensure our customers’ right to privacy and dignity by creating and maintaining a secure and trusting environment.  We treat all customer information as confidential.  We restrict information to only what is needed for the care of the customer.  Our goal is to promote peace of mind and lessen their anxiety.

 
CONFIDENTIALITY:

■  Don’t discuss our customers in public areas (hallways, elevators etc).
■  Interview customers in private.  Close doors and curtains if available.
■  Communicate with our customers’ families and significant others in a private manner.
■  Respect our team member’s privacy by eliminating gossip.  Our customers can hear when we are talking to each other.
■  Be discreet with telephone conversations between team members and customers.
■  Ensure charts are not visible to the public.
■  Explain all action taken to ensure patient privacy.

 
MODESTY:

■  Always knock before entering a room.
■  Provide proper size gowns for our customers.
■  Close customer doors and examining room doors when indicated.
■  Close curtains during examinations, procedures, or when otherwise indicated.   
 
We will always thank our customers for giving Delta Regional Medical Center the opportunity to serve them!

 
The Pledge

Internal Customer Needs

“Respect me and my job.”

I Pledge to:
Acknowledge you
Be sensitive to your point of view
Thank you for job well done
Value your time and priorities
Discuss my concerns with you in private
Value your job and its contribution to the organization
Treat you, as I would like to be treated
Speak to you in a pleasant tone in person or on the phone

“Treat me as a professional.”

I Pledge to:
Take responsibility for my actions
Protect confidential information about patients or fellow team members
Look professional in dress, grooming, and manner
Coach others when necessary
Follow through on my promise to you

“Work/Communicate with me.”

I Pledge to:
Pitch in and offer to help you whenever possible
Ask for your input before making a decision that may affect you
Talk to you directly instead of talking to others secretly if I have a concern
Listen to you, offer positive advice, and not interrupt until you are finished
Recognize that everyone has a valid opinion
Seek out information and share what I have learned

“Smile with me --- it’s contagious!”

I Pledge to:
Be sensitive to the effects my actions have on others
Replace criticism with positive ideas
Try to see things through the other person’s eyes
Attempt to leave my personal problems at home
Coach my coworkers in portraying a positive attitude
Project a caring and concerned attitude


External Customers Needs

“To be welcomed.”

I Pledge to:
Reach out and be friendly
Welcome you with a smile
State my name and use yours when available
Ask if you need help (if unaware of your needs)
Walk you to your destinations rather than giving verbal instructions

“To be comforted.”

I Pledge to:
Handle you with care
Protect your privacy and dignity by knocking before entering a room and not discussing private matters in public
Solve problems within my authority or find someone who can
Respond quickly, and explain delays when applicable
Keep your surroundings as pleasant as possible, including keeping noise to a minimum

“To be understood and to help to understand.”

I Pledge to:
Keep you informed
Take the time to listen and give you my full attention
Make explanations brief and easy to understand by using language you can understand
Make sure you have the information you need
Explain what I’m doing and why I’m doing it

“To be respected.”

I Pledge to:
Talk to you not at you
Include you in my conversations
Be attentive, genuine, and positive
Take the time to be courteous and considerate
Involve you in decisions that concern your care

Team Member: ___________________________ Date: ____________

Witnessed By: ___________________________ Date: _____________