Standards of Performance

In keeping with our Core Values, Vision and Essential Behaviors as defined in the University Hospitals Code of Conduct, the UH Richmond Medical Center, a campus of UH Regional Hospitals 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.

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