Northcrest

World-Class Care, Community Pride.

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NORTHCREST MEDICAL CENTER
Standards of Performance

H – Home
E – Excellence
A – Attitude
R – Respect
T – Trust

Home:

  • Take pride in the organization as if you own it. Accept the responsibilities of your job.
  • Follow all NCMC policies and procedures. Live the values of the organization and DO THE RIGHT THING.
  • Be neat, clean and professional; keep work area free of food and snacks.
  • Follow dress code policies and wear your identification badge correctly at all times.
  • Limit perfumes/colognes and remain free from the smell of smoking products.
  • Pick up Litter and dispose of it properly. Clean up spills and return equipment to its proper place.
  • By maintaining a clean, safe and private environment, we demonstrate our commitment to the well-being of those for whom we care. Report all accidents or incidents properly and promptly.

Excellence:

  • Make eye contact and listen attentively, without interruption, to customers as they communicate their needs, comments and concerns. Clarify and confirm customer concerns and expectations.
  • Communicate honestly and openly with customers and co-workers. Ensure they receive the information they need.
  • Know how to answer your telephones and inpatient call systems. Identify your department and yourself and ask may I help you!
  • Acknowledge a customer’s presence immediately. Smile and introduce yourself at once.
  • Greet every customer in a warm and friendly manner.
  • Provide personalized service. Acknowledge individuals by their proper name i.e. Mr. or Mrs. Smith.
  • Update patients on wait times and care plans. Anticipate customer needs.
  • Be timely. Apologize for problems and delays. When asked directions, escort customers to their destinations.
  • Educate families about processes and provide a comfortable atmosphere for waiting customers.

Attitude:

  • Convey a sense of pride and professionalism.
  • Our job is to serve our customers and provide high quality service with care and courtesy. Always thank customers for choosing NorthCrest Medical Center and strive to exceed expectations.
  • Demonstrate to customers you are eager to assist them.
  • Be aware of non-verbal communication and what your body language might covey to others.

Respect:

  • Patients always come first!
  • Always smile and speak with fellow passengers: hold the door open for others.
  • When transporting patients in wheelchairs, always face them toward the door and exit with care. If transporting a patient in a bed or stretcher, politely ask others to wait for another elevator.
  • Pause before entering an elevator so you do not block anyone’s exit.
  • Keep patient information confidential. Discuss patients only as necessary for their care.
  • Knock, wait for response, and identify yourself before entering a patient’s room.
  • Always close curtains and doors during exams and procedures.
  • Provide a robe or a second gown, in the correct size, while the patient is ambulating or in a wheelchair.
  • Be aware of personal conversations at all times including volume, cell phone usage which includes use of cell phone texting.

Trust:

  • Treat all employees as professionals who deserve courtesy, honesty and respect.
  • Cooperate with one another. Support each other’s work and be open to new ideas.
  • Provide co-workers with information needed to do their job.
  • Recognize accomplishments by celebrating individual and team success.
  • Kindly speak to others first when there is an issue. Go to your supervisor only when you are unable to resolve issues with others. Respect the privacy of co-workers.
  • Do no chastise or embarrass fellow employees in the presence of others.
  • Work as a TEAM player- Do your part.

AVOID use of the following Phrases-

“That’s not my job”

“I can’t do that”

“That’s not my patient”

“It’s always been done that way”

“It’s not my fault”

“I can’t believe that happened to you”

“I don’t have the time”

“I don’t know”

“I’m just letting you know”

“I’m too busy”

 All employees are expected to serve our customers with utmost care and courtesy and to ensure our customers’ right to privacy, confidentiality, and modesty. All employees are expected to treat others as they want to be treated and use good manners without foul language.

The above set of performance standards has been developed by NorthCrest Medical Center to establish specific behaviors that all employees are expected to practice while on duty. By incorporating these standards as a measure of overall work performance, NorthCrest Medical Center makes it clear that all employees are expected to adhere to and practice the standards of performance as outlined.