Cheyenne County Hospital Employee Behavior Standards

Cheyenne County Hospital
Standards of Performance



Attitude

• Our job is to serve our patients and provide high quality service with care and courtesy.
• Thank people for choosing Cheyenne County Hospital.
• Exceed expectations.
• Acknowledge a patient’s presence at once. Smile and introduce yourself.
• Convey concern and willingness to serve people by use of good manners and kind expressions.

Appearance

• Be clean and professional in appearance and behavior.
• Wear identification badge prominently at all times.
• Pick up litter and dispose of it properly.
• Clean up spills and return equipment to its proper place in a timely fashion.

Communication

• Maintain confidentiality. Listen, be courteous. Don’t use jargon.
• When someone appears to need directions, escort them to their destination.
• Know how to operate the telephones in your area. Get the caller’s permission before putting him or her on hold and thank the caller for holding.
• Answer calls within three rings. Identify your department and yourself and ask, “How may I help you?”
• Always offer to take a message. Take complete messages.
• Complete required paperwork in a timely fashion.

Call Lights

• Don’t walk past a room with the call light on. Answer the light if qualified or notify nursing at once.



Commitment to Co-workers

• Treat one another as professionals deserving courtesy, honesty, and respect.
• Welcome newcomers and help with orientation.
• Avoid last-minute requests and offer to help teammates whenever possible.
• Cooperate with one another.
• Don’t undermine other people’s work; praise whenever possible.
• Do not chastise or embarrass fellow employees in the presence of others.
• If there is a problem with a coworker talk to that coworker and try working it out before taking it to the appropriate supervisor.
• Reinforce our common goals by working together to achieve them.
• Be flexible and open minded to get the desired results.
• Hold one another accountable to these professional behavior standards.
• Respect and support the chain of command.

Patient Waiting

• Educate patient and families about procedures and provide a comfortable atmosphere for waiting patients.
• Offer refreshments and an apology if a wait occurs.
• Always thank patients for waiting.
• Recognize that time is valuable – Strive to provide prompt service.

Elevator & Hallway Etiquette

• Give patients priority in hallways, elevators, and parking areas.
• Be consistent – treat each patient the same and be courteous regardless of the situation.
• Offer a wheel chair when appropriate.

Privacy

• Create and maintain a secure and trusting environment.
• Make sure that patient information is kept confidential.
• Never discuss patients or their care in public areas.
• Knock 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.
• Keep phone calls private by being aware of surroundings.





Safety Awareness

• Report all accidents, incidents, and near misses promptly.
• Correct or report any safety hazard you see.
• Use protective clothing, gear, and procedures when appropriate.
• “Think safe, act safe, be safe, stay safe.”
• Use appropriate lifting and moving techniques.

Sense of Ownership

• Take pride in this organization as if you own it.
• Accept the responsibilities of your job.
• Be accountable for results of your job.
• Adhere to policies and procedures.
• Strive to do the right thing right the first time.

We Value

• Integrity
• Vision
• Innovation
• Superior service
• Stewardship
• Teamwork



I have read these standards and accept the responsibility of upholding them.




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