In keeping with our Core Values, Vision and Essential Behaviors as defined in the UH Code of Conduct, the UH Richmond Medical Center Standards of Performance define specific behaviors to which all staff must adhere.

Appearance

• Be clean and professional.
• Follow dress code policies and wear your identification badge so that it can be easily read by the customer at all times.
• Pick up litter and dispose of it properly. Cover containers, clean up spills and return equipment to its proper place.

Attitude

• Our job is to serve our customers and provide high quality service with care and courtesy. Always thank customers for choosing UH Richmond Medical Center. Exceed expectations.
• Warmly greet each and every person you encounter.
• Be kind and gentle.

Call Lights

• All employees are responsible for answering patient call lights.
• Acknowledge call lights by the fifth ring and respond to requests within three minutes. Always address the patient by name.
• Anticipate patients' needs so they will not have to use their call lights.
• Ensure continuity of care by reporting to relief care givers before leaving the floor. Return promptly from breaks.
• Check on patients one hour before shift change to minimize requests during report.

Commitment to Co-Workers

• Treat one another as professionals deserving courtesy, honesty and respect.
• Make newcomers feel welcome and appreciated.
• Avoid last-minute requests and offer to help co-workers whenever possible.
• Cooperate with one another; practice teamwork. Encourage your co-workers. Praise whenever possible.
• Address concerns by going to the appropriate leader for assistance.

Communication

• Listen to customers. Be courteous. Don't use jargon. Keep patient information confidential.
• Before rendering any service, explain what you propose to do and why.
• Answer the telephone within three rings. Identify your department and yourself and ask, "How may I help you?"
• Know how to operate the telephones in your area. Provide the correct number before transferring a call. Get the caller's permission before putting him or her on hold and thank the caller for holding.

Customer Waiting

• Educate families about processes and provide a comfortable atmosphere for waiting customers.
• Offer an apology if a wait occurs. Always thank customers for waiting.
• Update family members periodically—at least hourly—while a customer is undergoing a procedure.

Elevator Etiquette

• Always smile and speak with fellow passengers; hold the door open for others.
• When transporting patients in wheelchairs, always face them toward the door and exit with care. If transporting a patient in a bed or stretcher, politely ask others to wait for another elevator.
• Pause before entering an elevator so you do not block anyone's exit. Step aside or to the back to make room for others.
• Walk departing guests to the elevator.

Pride

• Inspire confidence by making positive comments about our own and other departments, our hospital and our system.
• Take personal responsibility for making improvements.
• Take pride and care in our personal appearance and behavior from the parking lot to the bedside and everywhere in between.
• Praise generously and criticize constructively.

Privacy

• Abide by HIPAA. Make sure patient information is kept confidential. Never discuss patients and their care in public areas.
• Knock and introduce yourself before entering.
• Close curtains or doors during exams and procedures. Provide a robe or second gown if the patient is ambulating or in a wheelchair. Make sure all gowns are the right size for the patient.

Respect Diversity

• Treat every person as an individual.
• Embrace differences in people, thought, experiences and perspectives.
• Treat all others as you would like to be treated.
• Ask others how they would like to be addressed and do so accordingly.

Safety Awareness

• Report all accidents or incidents promptly.
• Correct or report any safety hazards you see.
• Use protective clothing, gear and procedures when appropriate.

Service Excellence

• Remember patients and their families are our #1 priority.
• Create a caring environment for patients, customers and co-workers.
• When someone appears to need directions, escort that person to his or her destination.