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ATTITUDE

 

• Courtesy

  • Demonstrate courteous behavior to everyone.

  • Acknowledge everyone!

    • Smile

    • Make eye contact

    • Verbally greet

  • Treat everyone as a valued person.

    • Thank all customers for choosing FCH

• Commitment to Co-workers

  • Perform as a team member.

    • Contribute to a positive work environment.

    • Plan ahead.

      • Attend meetings on time – everyone’s time is valuable

      • Don’t make last minute requests unless it is truly an emergency

    • Manage Up! – Brag on each other, departments, and FCH

    • Treat fellow employees as professionals.

• Respect

  • Treat everyone with respect and dignity.

    • DO NOT share or listen to gossip.

    • Use the words, “Please” and “Thank you”

  • Do not embarrass or humiliate anyone.

• Hospitality

  • Promptly welcome everyone in a friendly manner.

    • Smile warmly.

    • Introduce yourself.

  • Make sure all patients, families, and visitors are comfortable.

    • Ask, “What can I do to make you more comfortable?”

    • Offer refreshments to those in need as appropriate.

  • Hallway Etiquette

    • Allow visitors to pass first

    • Greet and smile.

    • DO NOT discuss confidential issues in groups or hold hallway meetings.

    • When transporting patients in wheelchairs, beds, or stretchers, politely ask others to wait and allow you to pass.

• Ownership

  • You are a member of the FCH team! Each member is instrumental to the success of the healthcare system.

  • Take pride in FCH because you are FCH.

    • Recognize your work as a reflection of yourself.

  • Take personal responsibility and authority to ensure that all issues or requests are resolved.

    • Never say “It’s not my job”, “It’s not my patient”, or “It’s not my responsibility.”

    • View problems as opportunities to make a positive impact.

    • Resolve issues without placing blame or making excuses.

• Humor

  • We trust you to use humor when it is appropriate.

  • Find reasons to smile or laugh in your job.

     

PRIVACY

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• Maintain modesty of patient:

  • Keep patient covered at all times, including transporting.

    • Gown, use two if needed

    • Feet coverings

    • Blankets for transport

  • Knock before entering the room.

  • Ask if the patient wants the door or curtain closed. (“Would you like me to close the door for your privacy?”)

• Maintain confidentiality (written and verbal), including:

  • Patient Information

  • Information about co-workers

  • Information about your salary

  • Organizational business

Interview patients in a private manner and in the presence of only those they request.

 

APPEARANCE

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Remember that Appearance represents our organization and our team

• SMILE!

• Be clean and professional.

• Follow dress code policies and wear your identification badge correctly.

• Assist in keeping facility neat and clean. Pick up any trash that you see.

• Return equipment to proper department or place.

Report maintenance and safety issues to the Plant Operation Department.

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COMMUNICATON

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• Telephone

  • Smile when you pick up the phone this will aid you in answering with a pleasant voice.

  • External Greetings:

    • “Good Morning”, “Good Afternoon”, “Good Evening”

    • Identify your department

    • Identify yourself (first name)

  • Give the caller your full attention. If you are working and talking, it is obvious to the caller.

     

  • Know how to operate the telephone system in your area. Provide the correct number before transferring the call. Get the caller’s permission before placing him/her on hold. Thank the caller for holding and/or calling before hanging up or transferring.

• Call Lights

  • All patient care employees are responsible for acknowledging patient call lights.

    • Anticipate patient’s needs so they will not have to use their call light – this will save you time.

    • Every time you leave a patient’s room, ask, “Is there anything else I can do for you?”

  • Check on patients frequently and always at least one hour before shift change.

• Customer Directions

  • Rather than pointing or giving directions escort the customer and introduce them to the person at the intended destination.

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