Respect

 

I commit to participating in positive interactions. This is the essence of RESPECT.

  • In every interaction I bring positive energy by acknowledging the patient, introducing myself, providing explanations, setting expectations and thanking them.

  • I make every effort to address patient, customer, client, and co-worker needs and wants while promoting a positive Sacred Heart experience.

  • I demonstrate respect by active listening, showing empathy and being considerate.

  • I hold in confidence all private information and interactions.

  • I use resources (time, personnel, equipment, supplies) carefully to promote Sacred Heart Hospital’s financial success.

  • I am friendly, collaborative and cooperative with patients, co-workers and external customers.

  • I will give a friendly and respectful greeting to all patients, visitors and staff I encounter in the hallways and in the course of my work, using their name if possible.


Care

 

I pledge to do for others as I would have done to my favorite person in the world. This is the essence of  CARE.

  • I show patients, customers, clients and co-workers that I care by expressing concern, empathy and using imagination to solve problems.
  • I take initiative in maintaining facility cleanliness and safety. If something is dirty, I clean it or ensure that it is cleaned. If I note a safety concern, I use “lock out, tag out” if appropriate and submit a work order noting the specific problem.
  • I listen openly and acknowledge others’ ideas and concerns.
  • I recognize the words “busy” and “short-staffed” are not words to use with patients or visitors; I know these words may cause doubt and anxiety about our ability to care for our patients. I know that it is appropriate to discuss staffing and scheduling concerns with my supervisor at any time.
  • I understand that my body language and tone of voice convey more of my message than my actual words.
  • I remain calm and caring when dealing with pressure situations.
  • If I receive a complaint, I make every effort to resolve the complaint on the spot. If I am unable to resolve on the spot, I pass the issue to my immediate supervisor.
  • I commit to answering call lights within three minutes. If I see a light and I am near, I will go in and answer that light and fulfill the patient request. If the request is outside my area of expertise or scope of practice, I will get the person who can fulfill the request.


Competence

 

I pledge to be knowledgeable in my role and know how I affect the financial and service success of the hospital. This is the essence of  COMPETENCE.

  • I take responsibility for my work and follow through with all tasks.

  • I respect diversity.

  • I value the positive qualities and contributions of all members of the team regardless of role or title.

  • I perform my work with excellence.

  • I seek out learning opportunities to enhance my skills and ability to serve.

  • I collaborate with people from my department and other departments to arrive at the best solutions for problems.

  • I share my knowledge with others.

  • I recognize that change for improvement is necessary.

  • I stay current with Sacred Heart Hospital communication.

  • I successfully perform department-specific service behaviors.

  • I commit to answering call lights within three minutes. If I see a light and I am near, I will go in and answer that light and fulfill the patient request. If the request is outside my area of expertise or scope of practice, I will get the person who can fulfill the request.


Joy

 

I commit to showing my smile. This is the essence of  JOY.

  • I bring enthusiasm to the work I do.

  • I use humor whenever appropriate to help ease tensions.

  • I show that I enjoy my work.

  • I am a positive member of my team.

  • I smile, make eye contact, and speak in ways that are easily understood.

  • I answer the phone with a smile on my face and give my name, my work area and ask how I may help the person on the other end.

  • I help people find their way by taking them where they need to go in person whenever possible.