To return to the main page, hit the "back" button.
Standards of Behavior
The mission of Marengo Memorial Hospital is to provide the best possible care for those we serve. We choose only the best employees who exemplify an excellent standard of behavior. We incorporate these standards as a measure of only the best overall work performance at Marengo Memorial Hospital. We understand, as MMH employees, that we are expected to practice the following standards of behavior and uphold our core values.
Service: Attitude and Customer Service
Act in a professional manner at all times.
Make eye contact and acknowledge each person we meet.
Keep a sincerely good attitude by smiling, being friendly, courteous, and using good manners.
Do not engage in or listen to negativity or gossip.
Introduce yourself and your role in the patient’s care.
Keep patients informed of any out-of-the ordinary delays of service and thank them for waiting.
Update waiting family periodically, at least hourly, while the patient is undergoing treatment/procedure.
All clinical staff are responsible to answer call lights within 3 minutes, determine the patient’s need, and either fulfill the need or report it to the patient’s nurse
Always ask, “Is there anything else I can do for you? I have time.” before leaving every patient.
When a patient, family member, or visitor voices concern or if we fail to meet their expectations, we will immediately acknowledge it, apologize for the experience, and personally be sure we make amends when possible. (Service Recovery).
All staff is responsible to answer any ringing phone in a patient service area.
All phones should be answered with a smile and by identifying the hospital, your name and “how may I help you”.
Minimize hold time on the telephone and thank the caller for holding.
End all calls politely and offer additional assistance if needed.
Recognize and respect differing cultures, viewpoints, and beliefs.
Park in designated areas so patients have closest parking to the facility.
Offer assistance to escort a patient, visitor, or family member when they appear to need directions.
Quality: Continuous Improvements, attendance and participation, and accuracy
All staff will seek out and attend opportunities to improve our personal and professional skills in order to improve our competencies and to create and develop leaders throughout our organization. We will provide support to our fellow team members so they can participate learn and grow.
Leadership will measure what is important, and all staff will continuously work as a team to improve performance and outcomes.
Report all safety hazards, accidents/incidents immediately.
Keep work area clean and free of clutter. Return equipment to proper place.
Staff will be accountable for completing mandatory trainings (carelearning, etc.), health screening requirements, and departmental inservices and meetings.
Leadership and staff will work to create efficient and effective processes so that our time is not spent repeatedly fixing problems.
Staff will follow policies and applicable regulations.
People: Teamwork, respect, communication, and appearance
Teamwork
We will go out of our way to make new team members feel welcome and to support our team members during tough times by offering assistance whenever possible.
Be courteous, honest and thoughtful in our interactions with colleagues.
Assume the best and speak positively about others whenever possible.
Show respect for co-workers by openly and assertively discussing concerning issues as they arise in a discreet manner.
Serve as a resource to all staff members when needed.
Staff will accept responsibility for their own actions and will not place blame on others.
We will not say, “It’s not my job” or “we are short-staffed.” If we are unable to assist that patient or customer we will find someone who can.
We will ask if we can help someone who needs it without being asked; and if we need help, we will not be afraid to ask for it.
Respect
Knock before entering a patient room or a co-worker’s office.
Display compassion and empathy for every patient and team member, regardless of their social, economic or educational status. We will never criticize or use negative body language toward patients or team members.
Respect guests’ values, privacy, environment and confidentiality
Refrain from personal conversations among employees or on the telephone/cell phone within ear shot of patients and visitors
Communication
Listen and respond to both verbal and non-verbal messages.
Invite and answer questions from patients and family members.
Address problems that can’t be resolved on an individual basis by going to the appropriate leader, and hold the leader accountable by requesting follow up.
Communicate by using appropriate terms to fit age, gender, and culture of guest.
Provide timely feedback and responses to inquiries.
Appearance
Adhere to the dress code policy.
Dress in a professional manner, wearing clothing that is neat, clean, and fits appropriately
Practice good professional hygiene.
Wear identification badge at all times.
Smoking will only occur in appropriate locations and not on hospital property; related trash should be disposed of properly.
Finance: Ownership and accountability
All staff will take responsibility and initiative to get the job done.
Staff will take pride in this organization as if they own it.
Bring forward cost-saving ideas whenever recognized
Use supplies efficiently; don’t waste.
Utilize “on-call” staff when necessary to meet MMH’s mission.
Take accountability for appropriate documentation of hours worked, including punching out for lunch and breaks leaving the premises.
Growth: Change
Assist in making changes when problems are identified or something is unclear.
Be open and prepared for change and react positively.
Willingly accept additional responsibilities whenever possible.
Represent MMH positively in the community. Behaviors including criticizing, condemning and complaining about MMH in public are not acceptable. We will praise each other, commend the hospital and focus on the positive aspects the hospital when in public.
If we make a mistake, we will admit it, learn from it so we don’t repeat it, and move on. We will remind each other of our Standards and accept corrections in a positive manner.
I have read and understand the Marengo Memorial Hospital’s Standards of Behavior and I agree to comply with and practice the standards outlined.
Signature of Employee/Applicant ______________________________________________
Date: _________________________________________