Purpose: To outline and define the standards of performance.

Scope: Mercy Medical Center staff

Objective: To create an environment among staff of commitment and ownership toward all guests and fellow employees

Goal: To provide a positive, healthy atmosphere for all employees and guests of Mercy Medical Center

Sense of Ownership

Hold each other accountable to these standards.
- Take pride in this organization as if you own it.
- Accept the responsibilities of caring for our guests.
- Be an ambassador of Mercy Medical Center.
- Be a team player. Get involved.
- Adhere to policies and procedures.
- Live the values of this organization.
- Do the right thing.
- Follow chain of command to resolve issues.

Attitude

- Attitude starts with self. Be positive and optimistic.
- Our job is to serve our customers and provide
- high quality service with care and courtesy.
- Exceed expectations. Anticipate needs.
- Always thank guests for choosing Mercy
- Acknowledge guests and fellow employees
- immediately. Smile and introduce yourself at once.
- Have a Can-Do attitude
- SMILE

Appearance/Dress

- Be clean and professional.
- (See Employee Handbook)
- Follow dress code policies and wear your
- identification badge correctly at all times.
- Pick up litter and dispose of it properly.
- Clean up spills and return equipment to
- proper place.
- Make sure shared workspaces and lounges
- are kept neat and orderly.

Communication

- Commit to using Mercy Medical Center’s
- scripting whenever possible.
- Listen to guests and make eye contact.
- Be courteous. Do not use jargon.
- Keep patient information confidential.
- When someone appears to need directions,
- escort that person to his or her destination.
- Know how to operate the telephones in your area.
- Provide correct number before transferring a call.
- Get the caller’s permission before putting him or
- her on hold and thank the caller for holding.
- Answer telephone calls within three rings,
- Identify your department and yourself and ask,
- “How may I help you?”
- Update white boards at each shift change.

Call Lights

- Anticipate patients’ needs so they will not
- have to use their call lights.
- All employees are responsible for answering
- patient call lights.
- Make sure call light is accessible to all
- patients at all times.
- Acknowledge call lights by the fifth ring
- and respond to requests within three minutes.
- Always address the patient by name.
- Ensure continuity of care by reporting to
- relief caregivers before leaving the floor.
- Check on patients before shift change
- and before going on break.

Commitment to Co-workers

- Treat one another as professionals deserving
- courtesy, honesty and respect.
- Welcome newcomers.
- Avoid last minute requests and offer to help
- fellow employees whenever possible.
- Cooperate with one another.
- Do not undermine other people’s work.
- Praise whenever possible.
- Do not chastise or embarrass fellow employees.
- Address issues/challenges with the person(s)
- involved and/or the appropriate supervisor.
- Do not gossip.
- Be considerate when using e-mail and use the
- “Need to Know” theory process.
- (See E-Mail Etiquette Guidelines and Policy #176
- Information Systems Resource Policy.)

Guest Waiting

- Educate families about processes and provide
- a comfortable atmosphere for waiting guests.
- An acceptable waiting time for scheduled
- appointments is ten minutes; it is one hour for
- non-scheduled appointments.
- Offer refreshments (when appropriate) and
- an apology if a wait occurs. Always thank
- guests for waiting.
- Update family members periodically– hourly –
- while a guest is undergoing a procedure.
- Update guest every 30 minutes if waiting in the ED.

Elevator Etiquette

- 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.
- Pause before entering an elevator so you do
- not block anyone’s exit. Step aside or to the
- back to make room for others.
- Guests are 1st when entering and exiting.
- Employees should use staff elevator when
- transporting patients or specimens.

Privacy

- Be sensitive to the patient’s need for privacy
- and modesty.
- Make sure that patient information is kept
- confidential. Never discuss patients or their
- care in public areas.
- Knock before entering.
- Close curtains or doors during exams and
- procedures. Provide a robe or second gown if
- the patient is ambulating or in a wheelchair.
- Make sure all gowns are the right size for the patient.

Safety Awareness

- Report all accidents or incidents promptly.
- (See Policy #166 – Incident/Occurrence Reporting)
- Correct or report any safety hazard you see.
- Use protective clothing, gear and procedures
- when appropriate.
- Handle repairs/disposal of equipment appropriately. - Label everything.
- Mercy Medical Center is an alcohol, drug,
- and smoke free campus.

Mission Statement:

Mercy Medical Center’s mission is to nurture the healing ministry of the Church by bringing it new life, energy and viability in the 21st century. Fidelity to the Gospel urges us to emphasize human dignity and social justice as we move toward the creation of healthier communities.

Our Values:

Reverence
Integrity
Compassion
Excellence