E S T A R T Values

EXCELLENCE

1.        Greet each person with a warm smile, caring attitude and address by name (when known)

2.        Introduce ourselves by name, title, or role and explain what we will be doing in a reassuring manner

3.        Present a positive, helpful attitude to our customers and we respond with empathy and compassion

4.        Exceed the expectations of our customers and take the opportunity to “Create a Memorable Experience”

SERVICE

1.        Recognize who our customers are:  patients, visitors, coworkers, physicians, volunteers

2.        Anticipate our patient/customer’s needs, explain processes or procedures, apologize for and communicate reasons for delay.  (Acceptable waiting time for a scheduled appointment is 10 minutes.)

3.        Escort lost customers to their destination

4.        When transporting patients in wheelchairs, we face them toward the elevator door. When transporting a patient on a bed or cart, we politely ask others to wait for the next elevator

TEAMWORK

1.        Work together as a team, recognizing and praising others whenever possible

2.        Look at the "big picture" and recognize the needs of other departments

3.        Support decisions made by the Board of Trustees, Administration, and Department Managers

4.        When we see an unanswered call light, we ask the patient "What can your nurse bring you?"

ACCOUNTABILITY

1.        Take ownership of problems we encounter and resolve to our customer’s satisfaction

2.        Follow through with our responsibilities and accountable for our actions

3.        Dress professionally and wear name badge at all times

4.        Support all efforts to continually improve existing processes

RESPECT

1.        Treat everyone with whom we come in contact with dignity and respect

2.        Knock before entering a room. We close curtains or doors during exams and procedures

3.        Demonstrate a positive, professional attitude in all forms of communication

4.        Appreciate the cultural differences in others

TRUST

1.        Discuss private matters in private places with the utmost respect and courtesy

2.        Explain tests and procedures to our customers in terms they understand

3.        Include family members in the healthcare experience and keep them informed

4.        Relentlessly maintain confidentiality