Standards of Behavior

Dosher Memorial Hospital is committed to providing EXCELLENCE in patient care, an environment that is RESPECTFUL of others, ADAPTIVE to change, and ACCOUNTABLE for outcomes.

In order to fulfill our mission as the friendliest most patient focused hospital in North Carolina, our daily service to our customers is guided by our values and attention to Service, Quality, People, Finance and Growth.

Dosher Memorial Hospital has adopted these Standards of Behavior and Professionalism to create clear expectations as to how we conduct ourselves and treat each other. They also serve as a reminder that we must be diligent about practicing them ALWAYS. We will ALWAYS perform what is in the best interest of our customers and patients.

Our customers are everyone that we come in contact with on a daily basis. This includes, but is not limited to, our patients/residents, patients' families and friends, co-workers, other departments, physicians, volunteers and vendors.

"HEADS UP" will drive our communication between each other in a kind and considerate manner giving us the opportunity to provide consistency in our Service Excellence ALWAYS.

Service

We will conduct ourselves professionally in our work with the highest regard for our customers.

Standard 1 - Professionalism
We will conduct ourselves professionally in our work with the highest regard for our customers.

I will...

take customers to their destination.
choose to have a positive attitude. My attitude is everything.
demonstrate an attitude of compassion, empathy, and respect for all our customers.
recognize our customers are not an interruption; they are our reason for being here.
acknowledge and greet every customer with a hello and a smile following the 10/5 Rule.
be polite to everyone. Rudeness is never acceptable.
show respect for all employees regardless of their position in the hierarchy of the organization and treat every co-worker as a professional.
reserve convenient parking for our customers by parking in designated employee parking areas.
use appropriate language at all times when speaking or sending emails. Profanity is unacceptable.
refrain from using any electronic communication device (i.e., cell phone, Blackberry, pager, PDA, internet) for personal business while working.

Standard 2 - Service recovery
When service excellence is not achieved, we listen and respond with empathy, and apologize for not exceeding expectations. We are proactive in making amends even in difficult situations.

I will...

anticipate and correct problems before they become complaints.
listen to customers' concerns and not make excuses for myself, other employees or departments and will not place blame on others.
apologize for problems or inconveniences, even if they are not my fault.
let the customer know we will work to make things right.
assist the customer or find someone who can.
communicate our customers concerns to our supervisor, charge person or leader.
follow up to ensure the customer's concern has been addressed.
involve our patients in all decisions affecting their care.
offer alternatives and suggestions to meet our customers' needs.
thank our customers for informing us of their concerns, and for the opportunity to improve the care that we provide.
thank our patients for waiting and apologize if there are any delays in responding to their needs.

Standard 3 - Teamwork
We hold each other accountable for our behaviors and performance recognizing that the actions of one speaks for the entire team.

I will...

welcome and nurture new co-workers.
recognize that many hands make light work and offer to help each other.
show appreciation and support to staff that come to our aid from other units and departments.
arrive on time for my shifts, meetings, and when returning from breaks.
not call out of work unless unavoidable.
praise in public and criticize in private.
attend department meetings, employee forums and educational in-services.
be flexible and supportive - set an example of cooperation.
be respectful of a quiet workplace.
keep all interactions positive by not engaging in negative behaviors. (i.e., gossiping, non-verbal insinuations, undermining, etc.)
not use "we/they" when discussing issues. We are all in this together.

Standard 4 - Appearance
When we dress, groom and maintain our workplace with care, we show respect for our customers and give them confidence in our ability to care for them.

I will...

actively support the Workplace Attire Policy of Dosher Memorial Hospital.
dress in a professional manner wearing clothing that is neat and fits appropriately.
adhere to departmental dress codes.
wear my ID badge in a visible and appropriate place.
practice good personal hygiene.
not wear cologne or strongly scented personal products.
refrain from having tattoo's and/or body piercing visible while on duty.
not smoke on hospital property.
view my appearance through my customer's eyes.
keep public places, work areas and meeting rooms clean, clutter free and safe.
dispose of litter, clean up spills and return equipment to its proper place.

Quality

Standard 5 - Privacy
Dosher protects our customers' confidentiality, privacy and modesty in all situations. We are sensitive to the personal nature of healthcare and we will do everything to earn the trust that others place in us. We strive to promote peace of mind and relieve anxiety.

I will...

maintain HIPAA compliance.
not leave a computer unattended with patient information visible.
retrieve printed, copied or faxed information promptly and secure appropriately.
refrain from discussing our customers in public areas (i.e. elevators, hallways, cafeteria, registration areas, etc.)
communicate with customers, family and significant others in private; close curtains when indicated to maintain their privacy; close doors if available.
conduct phone conversations regarding a customer in a discreet and professional manner.
knock and announce myself when entering a room.
provide the proper-size gown for patients and offer a robe or covering when a patient is walking, in a wheelchair or on a gurney.
not allow a patient to be surrounded by others when transporting. I will politely ask the others to wait.

Standard 6 - Safety awareness
Safety is everyone's responsibility. Maintaining a safe environment is a fundamental part of what we do as health care professionals. I will think safe, act safe, and stay safe.

I will...

identify and report safety hazards.
follow federal, state, DNV-GL, OSHA and Dosher Memorial Hospital policies and procedures.
protect myself when lifting, pushing, pulling or carrying by asking for help when needed.
be aware of potential chemical hazards.
use all machinery and equipment appropriately.
follow isolation protocol and practice universal precautions.
be prepared for emergencies, knowing the correct actions to take for all codes.
report, label and not use broken equipment.
assist customers within my scope of practice.
not take shortcuts with safety in order to save time.
participate in rounding.
be aware of and/or identify unauthorized individuals.

Call Lights/Personal Alarms (As defined by department):

recognize that a call light/alarm may signal a safety emergency and treat it as such.
answer call lights/alarms immediately and ask how I may help.
let the patient know who will respond if I cannot.

People

Standard 7 - Compassion
Every encounter with a human being provides an opportunity for kindness.

I will...

display compassion and empathy for every customer, regardless of their social, economic or educational status.
never criticize or use negative body language toward patients or team members.
treat each patient and their family as if they were my own.
use the power of human touch, when appropriate, to convey compassion.
treat my patients as people not as illnesses.
go above and beyond ordinary care, remembering it is the little things that provide comfort, safety and reassurance. (i.e., fluff pillows, offer a warm washcloth, inquire on room temperature, etc.)
always say please, thank you and excuse me.

Standard 8 - Reward and recognition
True greatness is found in generously serving one another. The recognition and support of those around us is vital.

I will...

recognize and celebrate each other's achievements and successes.
openly praise co-worker's accomplishments.
"manage up" co-workers, leaders and myself both externally and internally.
help co-workers feel appreciated and valued and will leave thank you notes recognizing specific actions.
create a positive environment with recognition of our colleagues for performance that exceed expectations.

Standard 9 - Respect
It is much easier to build a good relationship than to struggle with a bad one.

I will...

respect hospital rules and regulations.
refrain from personal conversations among employees within earshot of patients and visitors.
embrace diversity throughout the workplace with patients and their families by making a genuine effort to understand their needs.
respect the individuality, privacy, and dignity of patients, visitors and colleagues.
keep all interactions positive and discuss internal issues only with those who need to know.
respect Dosher Memorial Hospital positively in the workplace, the community and in the presence of our customers.
remember every department is equally important in my interactions with others.
try to avoid interrupting others unless the urgency cannot be communicated at another time.

Standard 10 - Communication
Good intentions are not enough. We must make sure we have communicated them clearly and that they are understood.

I will...

strive for five: use the five steps of the Dosher AIDET every day.
use easily understood and appropriate language when giving patients information about health, special diets, tests, procedures, or medication.
listen and think before I speak.
keep personal phone calls to a minimum.
communicate in a professional and timely manner.
use direct communication, not email, for complex problem solving, sensitive or highly confidential issues.

use appropriate phone etiquette:

   * I will answer the phone with a smile in my voice and state my name and department and ask what I can do or how       I may help the caller.
   * I will never speak to someone else while talking on the phone with a customer.
   * I will acknowledge a caller periodically while on hold and give them a status report. I will thank them for holding.
   * Before I transfer a caller, I will provide them with the number I am transferring them to.
   * I will avoid placing phone calls on voice mail whenever possible.
   * I will ask permission before putting the customer on hold.

be responsible to answer any ringing phone in a patient area.
use discretion in sending, responding to and forwarding email.
understand that texting is not acceptable for personal reasons, during meetings or in front of customers.
leave extended absence greetings on phone and emails if I am gone for more than one day.

FINANCE

Standard 11 - Ownership and accountability
Take pride in the organization as if you own it.

I will...

feel a sense of ownership and take pride towards the job that I do.
recognize the importance of speaking positively to others about the care our patients receive.
accept responsibility for my actions.
be fiscally responsible by not wasting time or resources.
never say "It is not my job."
take responsibility and initiative to get the job done.
bring forward cost-saving ideas.
take accountability for appropriate documentation of hours worked, including punching out for lunch and breaks and leaving the premises.
strive to meet attendance expectations in order to provide consistency in quality of service.
be accountable to complete all mandatory training and maintain appropriate credential/licensure.
collaborate with colleagues of other departments to ensure success of the institution.
be punctual for meetings and appointments.

GROWTH

Standard 12 - Commitment
Great organizations are always moving forward.

I will...

be open and prepared for change and react positively.
assist in making changes when problems are identified or something is unclear.
accept additional responsibilities whenever possible.
encourage innovation and constant improvement in efficiency and effectiveness.
maintain a high level of competence in my job, taking advantage of opportunities to learn and develop new skills.

AIDET

Strive for Five: Five steps to achieving satisfaction

Acknowledge
Call and identify the customer by name, not by room number.
Make eye contact and smile.
Stop what you are doing so customers, families and visitors know they are important.
Acknowledge visitors in the hallways, cafeteria or reception areas with a greeting.

Introduce
Welcome the customer to Dosher!
Tell the customer you are pleased to care for him or her.
State your name and title and explain your role in the customer's care.
Explain that providing great service is very important at Dosher.

Duration
Explain how long a procedure, test or other process itself will take.
Explain how long the customer should expect to wait before receiving results.

Explanation
Explain the test or procedure and the role of involved medical staff.
Speak positively about your coworkers and physicians.
Explain if the test or procedure will cause pain or discomfort.
Offer to answer any concerns or questions, or resolve any complaints.
Answer questions and/or take the individuals to locations when lost.
Explain and apologize for delays.

Thank you
Exercise courtesy by saying "please" and "thank you" frequently in conversations.
When customers and families leave Dosher, say "Thank you for choosing Dosher for your healthcare needs."
Indicate you are pleased to assist people with their needs.
Before you leave the customer ask: "I have the time. Is there anything else I can do for you? "
Thank customer for allowing you to care for them.



- Adopted into practice December 2013