Standard Two: (C.A.R.I.N.G.)
Professionalism
Expect a high degree of professionalism from each member of the healthcare team. Always make a positive impression.
Courtesy/Competency:
- We are the hosts of the hospital. Look the part and greet others as you would welcome a good friend into your home.
- The customer deserves the utmost courtesy and attentive treatment that we can offer.
- Treat others as you would want to be treated. Use “please” and “thank you” when appropriate.
- Demonstrate competence. Only perform tasks within the scope of your practice.
Always exceed your customer's expectations at every opportunity:
- Establish trust with your customers by following through with their requests.
- Always provide more than people expect, with grace and elegance.
- Anticipate the needs of customers and their families. Offer specialty services when needed (i.e., wheelchair, translator, TTY, etc.).
- Before leaving the patient, always ask, “Is there anything else I can do for you? I have the time.”
- Identify safer and more efficient ways to serve our customers.
“Role model.” Be a positive role model for your coworkers:
- Promote teamwork and cooperation. Have a positive attitude each day.
- Act as a teacher and role model to others. Be a resource for problem solving.
- Know your department and hospital policies, goals and safety initiatives.
- Seek opportunities to improve the skills needed to do your job well.
- Seek opportunities to improve the skills needed to do your job.
Introduce yourself by first name and explain what your role is:
- Greet every customer with a warm and friendly smile.
- Explain to the patient what you are doing and why.
- Use positive body language and easy-to-understand words.
Neatness counts: Personal and Environmental Appearance:
Personal Appearance
- Your personal appearance should always be professional, tasteful, tidy and discreet. Every member of the healthcare team will adhere to the Healthcare System’s dress code.
- Practice good personal hygiene and grooming. Avoid chewing gum in public areas.
- Caregivers with regular patient contact should wear little or no perfume or cologne.
- Do not eat or drink in front of customers.
Environmental Appearance
- A safe and clean environment is the responsibility of every employee.
- Provide a safe environment. Pick up trash and dispose of it properly. Never walk past it.
- Return equipment to its proper place.
- Utilize wet floor signs and ensure that spills are cleaned up quickly.
- Keep all work areas and halls neat and tidy. DO NOT block fire exits or fire doors.
Generate self-respect:
- Honor and respect confidentiality.
- Always manage up; professional courtesy is expected.
- Abusive behavior is never acceptable. Address problems or concerns with the person involved in a professional manner.