As an employee of Lafayette General Medical Center, I believe that there is no higher responsibility than to provide and ensure high quality and a caring environment for our patients, customers, and coworkers. I know that I am only one person, but I also know that it only takes one person to make a difference, either positive or negative. When I choose to work at LGMC, I am choosing to embrace the following SERVICE standards and behavioral values in order to promote the mission and vision of our organization. I will be both committed to and accountable for demonstrating supportiveness, etiquette, respect, vibrancy, integrity, communication, and excellence in service delivery by adhering to the behaviors specified in this document.

Supportiveness

v I will welcome new employees to the department.

v    I will be a team player and work collaboratively to help others, including those outside of my departments. I will avoid using the phrase, "that’s not my job."

v I will recognize, praise, and thank my fellow workers as well as my customers and patients.

v I will have a mentor and be a mentor.

v I will promote confidence in LGMC by speaking well of my co-workers, medical staff, and our organization, especially but not only, in front of patients.

Etiquette

v I will introduce myself, position, and purpose prior to any treatment, procedure, or service delivery.

v I will use proper phone etiquette by identifying myself & the department, followed by a pleasant greeting.

v I will follow the 10/5 rule: acknowledging the person at 10 feet away with a smile, saying "hello" at 5 feet away.

v I will allow patients, customers, & guests on and off an elevator first.

v I will help lost guests and new employees by escorting them to their destination. I will avoid pointing and direction giving to the greatest extent possible.

Respect

v I will dress to reflect respect and professionalism. I will be mindful of what my appearance portrays by wearing clothes that are clean, neat, and in good repair. (Policy V-D4)

v I will respect my coworkers by ensuring that my workspace is clean, neat, and organized prior to leaving each day or night.

v I will respect my patient’s dignity. I will knock before entering a room and appropriately cover patients being transferred or transported.

v I will respect religious and cultural diversity as well as those with special needs.

Vibrancy

v I will make a conscious decision to have a positive, willing, and flexible attitude each day.

v I will appear attentive and alert, ready to help at all times. I will promptly acknowledge people who approach me or my desk.

v I will wear my name badge properly on the upper part of my body where it proudly communicates who I am and what I do.

v I will promote a nurturing, healing, and safe physical environment by removing clutter, ensuring cleanliness, and keeping equipment in working order. I will report any damaged equipment or unsafe situations immediately.

v I will care for my own health, well-being, and emotions so that I can better care for others.

v I will embrace change by contributing & being open to new ideas & approaches. Further, I will avoid using phrases like, "but that’s how we’ve always done it."

Integrity

v I will lead by example. 

v I will ensure the privacy and validity of all medical records, correspondence, and confidential dialogue.

v I will proactively seek opportunities for continued learning as well as professional and personal growth.

v I will be fiscally responsible by not wasting hospital time, resources, or equipment.

Communication

v I will explain processes & procedures in a way that is understood by the listener regardless of whether or not that listener is a patient, guest, or fellow employee. I will be sensitive to different cultures and offer the use of interpreter services as needed.

v I will remember that body language is a powerful communicator. I will smile and demonstrate an open, friendly posture.

v I will take the time to listen- to employees, patients, customers, administrators, guests, etc.

v I will make eye contact when listening and speaking, at eye level when possible.

v I will give and receive constructive criticism in a timely manner, and turn it into an opportunity to improve.

v I will take the time to read hospital and system communications (emails, flyers, bulletins, policies, electronic boards, etc.) to stay informed of responsibilities, changes, and events. I will avoid repeatedly using the phrase, "I didn’t know".

v I will ensure that employees and patients are informed and updated about changes. Further, I will foster participation in decision making to the greatest extent possible.

v I will avoid using communication devices (cell phones, text, internet, iPod) for personal reasons during work time. (Policy V-D7)

Excellence (in service delivery)

v I will convey concern and compassion as well as a willingness to serve.

v I will respond to all calls for assistance in a timely manner (1-2 min.) and provide periodic progress reports.

v I will know and utilize the ACT Complaint Resolution/ Service Recovery Policy when presented with any complaint(s) from patients, visitors, employees, vendors, and medical professionals. (Policy II-U)

Above all, I will exceed the expectations of my customers, patients, and co-workers by consistently doing the right thing, at the right time, for the right reason. I agree to abide by the preceding standards of behavior for the duration of my career here.