Employee SERVICE Standards of Behavior
As an employee of Lafayette General Health, 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 within this system, I
am choosing to embrace the following SERVICE standards and behavioral values in
order to promote the mission and vision of our system. 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.
I will welcome new employees to the system.
I will be a team player and work collaboratively to help others,
including those outside of my department.
I will avoid using the phrase, "Thats not my job.
I will recognize, praise and thank my fellow workers as well as my
customers and patients.
I will have a mentor and be a mentor.
I will promote confidence in LGH by speaking well of my co-workers,
medical staff and any part of our system, especially but not only, in
front of patients.
I will use AIDET always.
I will use proper phone etiquette by identifying myself & the
department, followed by a pleasant greeting.
I will follow the 10/5 rule: acknowledging the person at 10 feet away
with a smile, saying "hello at 5 feet away.
I will allow patients, customers & guests on and off an elevator
I will help lost guests and new employees by escorting them to their
destination. I will avoid merely pointing in a general direction.
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)
I will respect my coworkers by ensuring that my workspace is clean, neat
and organized prior to leaving each day or night.
I will respect my patients dignity.
I will knock before entering patient rooms and appropriately
cover patients being transferred or transported.
I will respect religious and cultural diversity, as well as those with
I will make a conscious decision to have a positive, willing and
flexible attitude each day.
I will be attentive and alert, ready to help at all times. I will promptly acknowledge people who
approach me or my desk.
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.
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.
I will care for my own health, well-being and emotions so that I can
better care for others.
I will embrace change by contributing
& being open to new ideas & approaches.
Further, I will avoid using phrases like, "But thats how weve always done it.
I will lead by example.
I will ensure the privacy and validity of all medical records,
correspondence and confidential dialogue.
I will proactively seek opportunities for continued learning, as well as
professional and personal growth.
I will be fiscally responsible by not wasting hospital time, resources or
I will explain things in a way people can understand.
I will remember that body language is a powerful communicator. I will smile and demonstrate an open,
I will take the time to listen - to employees, patients, customers,
administrators, guests, etc. - making eye contact when possible.
I will give and receive constructive criticism in a timely manner and
turn it into an opportunity to improve.
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
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.
I will avoid using communication devices (cell phones, text, internet,
iPod) for personal reasons during work time. (Policy V-D7)
Excellence (in service delivery)
I will convey concern and compassion as well as a willingness to serve.
I will respond to all calls for assistance in a timely manner (1-2 min.)
and provide periodic progress reports.
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.