Standard Three: (P.R.I.D.E.)
Sense of Ownership
Every member of the healthcare team must feel a sense of ownership toward his or her job.
Pay attention to details:
- This is your house. Take pride in MHS as if you owned it.
- Keep your work area and the environment safe and clean.
- Adhere to organization and department policies while maintaining HIPAA Guidelines of Confidentiality and JCAHO Standards.
Represent Memorial Healthcare System positively both at work and in the community:
- Conduct yourself in a professional manner.
- Scripting makes a difference; use words that show our customers that we care.
Individualize the customer’s care and needs:
- Focus on the customer’s needs, including special and individual personal needs.
Do what is right for the customer. This includes Service Recovery:
- Take steps for resolving customer complaints. A.C.T. — Apologize, Correct the Problem and Take Action
Empower every employee:
- Meeting our customer’s needs is everyone’s responsibility.
- Never say, “It’s not my job.”
- “Every job is a self-portrait of the person who did it.” - Vince Lombardi