- Effective Communication
The purpose of our communications is to provide clear, accurate information and to achieve mutual understanding by active listening and open, respectful dialogue. We:
- Acknowledge patients and families by smiling, making eye contact and offering assistance.
- Introduce ourselves and address families with a formal greeting (Mr./Ms.) unless asked to do otherwise.
- Ask patients and families for permission by saying, “Are you ready?” or, “Shall we go ahead...?”
- Use language and terms the customer can understand and offer an interpreter when needed.
- Listen attentively to the customer and check for understanding. We ask, “Have I answered your questions?"
- Compassionate Care
Because we know we make a difference in the lives we touch, we deliver service in a manner that reflects compassion, empathy and caring. Compassion is demonstrated by listening to, accepting and responding to the distinct needs of each person in each interaction. We:
- Exercise care when discussing patient information. We never discuss information about a patient in public areas of the hospital (elevators, stairwells, hallways and cafeterias).
- Demonstrate empathy by showing sensitivity to our patients' and families' needs — including those of an emotional and spiritual nature. We ask, “Would you like to talk to someone from spiritual care?” and/or, “Would you like privacy now or any other assistance?”
- Include customers in discussions and decisions about their treatment and plan of care.
By anticipating the needs of others and responding in a prompt manner, we consistently provide a high level of service, increasing the trust and confidence others have in us. We:
- Approach patients or visitors who appear lost and offer to assist them.
- Escort patients, families and visitors to their destination or to the person they need to see, if possible.
- Confirm that customer needs are met by asking, “Is there anything else I can do?”
- Respond to customers in a timely manner, informing them of any delays or changes that may affect them.
We take responsibility to know, understand and perform in a professional and competent manner and we extend ourselves, asking, “What more can I do?” to ensure a positive outcome. We:
- Provide explanations to customers of the services/treatments they are going to receive.
- Take ownership of complaints or requests and follow through to resolution.
- Take care of equipment and facilities and report all problems immediately.
- Maintain a professional appearance and demonstrate pride in our work and our jobs.
We work collaboratively, valuing the specific and necessary contributions of each member of the team. We work together with a shared goal of achieving excellence in addressing patient needs, one patient at a time by:
- Encouraging participation from all team members (the team consists of all patients, families, physicians and co-workers).
- Offering to help co-workers before being asked and asking for support when we need it.
- Working with others collaboratively in problem solving and decision making.
- Giving positive feedback publicly; give constructive criticism thoughtfully and in private.
- Initiating, promoting and adapting to change and the process of continuous improvement.
We value the unique qualities and needs of individuals and are committed to understanding and appreciating the diversity of cultures, opinions and experiences that patients, families and hospital staff bring to our environment. We:
- Respect the customer’s knowledge of their medical condition. We ask, “Is there anything I need to know about your child’s/your medical condition?”
- Show concern for the customer’s privacy by closing the door before asking personal questions.
- Demonstrate awareness of cultural differences and respect for other people’s opinions and experiences.
- Keep our voices down and refrain from personal conversations in patient areas.
- Do not ignore patients or speak about them as if they were not there.