Safety Awareness:
Safety will be the responsibility of all Havasu Regional Medical Center employees to ensure an accident-free environment. "Think safe, act safe, be safe and stay safe." That is a fundamental part of your job performance. Accidents are the result of actions and attitudes that you can help eliminate. Report all accidents and incidents promptly and completely.
- If you see a safety hazard, correct it if possible; report it if not.
- Do not take unnecessary chances.
- Know the policies and procedures, both hospital-wide and departmentally, relating to safety issues.
- Practice safety as a courtesy to your co-workers, your patients and all others.
- Protect your back when lifting, pushing, pulling or carrying. Get help when necessary.
- Be aware of potential chemical hazards; it is your right to know.
- Respect all machinery. Be sure it is in good working order and use it in the proper manner.
- Prevent slips, trips and falls.
- Be prepared for emergencies and know the correct and prompt actions to take.
- If in doubt, ASK.
Sense of Ownership:
Every Havasu Regional Medical Center employee must feel a sense of ownership toward his or her job. By this we mean taking pride in what we do, feeling responsible for the outcomes of our efforts, and recognizing our work as a reflection of ourselves. Take pride in this organization as if you owned it.
- Be sure you know and understand the responsibilites of your job.
- Adhere to organization and departmental policies regarding tardiness, breaks and time clocks.
- Keep your work area and surrounding environment clean and safe.
- Strive to do the job right the first time. Focus on customers' needs.
- Look beyond your assigned tasks. Your responsibility does not end where your co-workers' responsibilities begin. In most situations, responsibilities merge and blend. When it is appropriate for you to perform a service, do so.
- Do not say, "It's not my job." If you are unable to meet a request, be responsible for finding someone who can.
- Perform your work in a timely manner. Meet customers' needs as soon as possible.
- Pay attention to details.
- Complete tasks. If interrupted, return to the job as soon as possible. If you are unable to finish a task, find someone who can.
- Conduct yourself as a professional. Help create a culture that taps the full potential of employees and builds an environment that allows all people to feel appreciated, included and valued.
Respect:
At Havasu Regional Medical Center, we believe that we are here to serve our customers. Our customers' most basic expectation is to be treated with courtesy and respect. This commitment must be reflected in our behavior. We are committed to providing the highest quality of service. We will treat our customers with the utmost care and courtesy. We will respect the privacy and confidentiality of the people we serve. We will ensure our customers' right to privacy and modesty by creating and maintaining a secure and trusting environment. When entrusted with a customers' affairs, we will treat all information as confidential. Discussion of these matters will be restricted to situations where the information is necessary to meet the customers' health needs. Our concern for our customers' privacy will help promote peace of mind and lessen their anxiety.
- Promptly welcome your customers in a friendly manner, smiling and introducing yourself. Don't allow anyone to feel ignored.
- Listen carefully to what your customers have to say. Avoid interrupting people unnecessarily.
- Treat everyone as if he or she is the most important person in our facility.
- Rudeness is never accepted.
- Meet the customer's immediate need or gladly take him or her to someone who will.
- Apologize for problems or inconveniences.
- Thank our customers for choosing our hospital.
- Exceed our customers' expectations.
- Recognize that our customers have a sense of urgency and show them that we value their time. Customers are not an interruption of our work; they are our reason for being here.
Confidentiality:
- Do not discuss our customers in public areas (i.e. elevators, hallways, cafeteria, etc.)
- Interview customers in privacy. Close doors if available; close curtains when indicated or keep a distance between customers when interviewing them, depending on what is feasible.
- Communicate with our customers' families and significant others in a private manner.
- Respect our co-workers' privacy by eliminating gossip. Our customers also hear unprofessional talk.
- Telephone conversations between employees and customers should always be conducted with discretion.
- Patient records must be kept confidential.
Modesty:
- Always knock before entering
- Provide the proper size gowns for our customers
- Provide sheets or blankets when a patient is being transported
- Close curtains or doors during examinations, procedures or when otherwise needed.
Strive to Master Skills:
Employees of Havasu Regional Medical Center will strive to master all the core skills related to their area of job responsibility.
- The best way to teach a skill is to break down the total performance into steps, which the student reassembles.
- The best way to learn a skill is to practice.
- Cross training to other areas is a great way to master new skills and allow for professional growth and will assist in adapting to the ever-changing healthcare environment.
- Consult the monthly education calendar or your supervisor for upcoming opportunities to practice or learn new skills.
Image:
Our appearance represents our whole organization. Therefore, our grooming and dress will reflect our respect for our customers. While we are on duty, we will first consider our customers' expectations in how we present ourselves. Our manner and expression will convey our concern for and willingness to serve our customers. We will take pride in our facility and do our part to maintain an uncluttered and litter-free work place.
Personal appearance -
- Our dress always will be professional, tasteful, tidy and discreet.
- All customers will be greeted with a warm and friendly smile.
- Identification badges will be properly worn.
- Dress code policies will be followed (proper uniform and clothing, jewelry, perfume).
- Good personal hygiene is expected.
Facility and environmental appearance -
- When we come across litter, we will pick it up and dispose of it properly.
- When we spot spills, we will see to it that they are cleaned up. We will be especially concerned about any debris or spill that could cause someone to slip and fall.
- Equipment will be returned to its proper place.
Communication:
The goal of communication is understanding. We must be committed to listening attentively to our customers in order to fully understand their needs, including recognition and acceptance of diverse backgrounds. Close attention should be given to both verbal and non-verbal messages. Our messages to our customers should be delivered with courtesy, clarity and care. We must avoid confusing customers and speak in terms they can easily understand.
Greetings and introductions -
- Every customer will be greeted with a warm and friendly smile.
- Employees will introduce themselves.
- Listen to your customers' concerns in ways that show them you care.
Telephone etiquette -
- All employees must know how to operate telephones in their areas. When transferring a call, first provide the caller with the correct number in case the call is lost.
- Calls must be answered within three rings.
- Answer calls by identifying your department and yourself, asking, "How may I help you?" or the equivalent. Speak clearly.
- Get the caller's permission before putting him or her on hold. Thank the caller for holding when you return to that line.
- Return calls promptly.
Giving Directions -
- Observe customers and visitors; if someone appears to need directions, offer to help. Let customers know that you will assist them to their destinations. If you are unable to personally escort a customer, take him or her to someone who can.
Customer information and education -
- Collaborate with each patient's physician to help reinforce information that the physician has provided.
- Use easily understood and appropriate language when giving patients information about health, special diets, tests, procedures, medications, etc. Avoid technical or professional jargon.
- Reinforce verbal instruction with teaching sheets or other written material whenever possible.
- Customers with special needs (i.e. translation/interpreters for non-English speaking customers, devices for the hearing impaired) will have those needs addressed by appropriate departments.
Confidentiality -
- Information about patients is strictly confidential. Each employee is responsible for ensuring that it is not compromised.
- Information about patients and their care must never be discussed in public areas such as elevators, lobbies, the cafeteria or waiting rooms. Likewise, hospital business should not be discussed in public areas.
- Only house supervisors or community relations staff or administration are allowed to release information about patients. That information is generally limited to the patient's name, age and condition.
Follow-through -
- All employees will provide appropriate information to their supervisors to ensure proper decisions are made based on the hospital's values.
Teamwork:
As Havasu Regional Medical Center employees, we are linked to one another by a common purpose: serving our patients and our community. Our co-workers therefore are our teammates. They deserve our respect. Without their contributions, none of us could perform our jobs. Just as we rely on our fellow employees, they rely on us. Each of us has an obligation to our co-workers.
Our mission and values will be our guide in the following:
- Rudeness is never appropriate. We must at all times treat one another with courtesy and respect.
- Treat every co-worker as a professional. Recognize that we each have our area of expertise.
- Show consideration. Be sensitive to a fellow employee's inconvenience. Avoid eleventh hour requests. Consider another's priorities in addition to your own.
- Practice good attendance. Excessive absences can create a burden for other team members.
- Be tolerant of fellow employees. Recognize that conflicts may exist among co-workers, but professional courtesy is expected. Set aside differences when working together. Realize we all have personal shortcomings.
- Be supportive of fellow employees. Offer help when possible. Cooperation is expected in the workplace.
- Be loyal to your co-workers and Havasu Regional Medical Center. Do not undermine other people's work. Be discreet about what you say.
- Welcome new employees. Be supportive offering to help and setting an example of cooperation expected in the workplace.
- Be honest in all interactions with co-workers.
- Respect the privacy of fellow employees.
- Do not chastise or embarrass fellow employees in the presence of others.
- Address problems by going to the appropriate supervisor. Remember that non-supervisory employees may not have the authority to make procedural changes.
