Mission, Vision and Values. MCHS Mission Statement Medical Center Health System is a...
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Transcript of Mission, Vision and Values. MCHS Mission Statement Medical Center Health System is a...
MCHS Mission Statement
Medical Center Health System is a community-based, teaching organization
dedicated to providing high quality healthcare and improving the health and
wellness of all residents of the Permian Basin.
MCHS “I CARE” Values
I Integrity
Always do the Right Thing!– Honesty– Trustworthiness– Adherence to Principles– Consistency
MCHS “I CARE” Values
C
Customer CenteredPut the Customer first!
– Quality Patient Care– Anticipate Customer Needs– Values Patients/Customers
MCHS “I CARE” Values
A
AccountabilityTake Ownership!
– Responsibility– Discipline– Transparency– Commit to Results
MCHS “I CARE” Values
R
RespectThe Golden Rule!
– Courtesy– Confidentiality– Acknowledgement– Politeness– Personal Dignity
MCHS “I CARE” Values
E
ExcellenceGo Above and Beyond!
– Premier Performance– Teamwork– A Healthy Dissatisfaction with the Status Quo
Accountability Standards
• Attendance (Work, meetings, be on time)
• Adherence to Policies and Procedures
• Staff Engagement
• Eliminate 3 B’s (Bickering, Back-Biting, Blame)
Customer Service Standards
• Positive Attitude
• Professional Demeanor (Neat Scrubs)
• Greeting (Greet Everyone)
• No Gossip, Rudeness, Foul Language
Communication Standards
• Body Language ( What are you saying with you body language)
• Tone of Voice (Have a Positive Tone)
• Email Etiquette (Never Type in All Caps)
• No Excuses (Positive Communication and Attitude is a Must)
Communication Standards
“Excuses are the nails used to builda house of failure.”
~Don Wilder and Bill Rechin
“Excuses are the tools with which persons with no purpose in view
build for themselves great monuments of nothing.”
~Steven Grayhm
Telephone Communication Standards
• Telephone Greeting ( Thank you for Calling Medical Center Hospital, this is….)
• Telephone Transfers/Holds (Do not leave customers on hold for extended periods)
• Personal Telephone Usage (Do not use cell phones in patient care areas)
• Use of electronic Devices (Do not use iPads etc. in pateint care areas)
Personal/Environmental Standards
• Professional Appearance (Neat hair and Scrubs)
• Adherence to Dress Code Policy
• Trash and Spills (Pick up trash and report spills if you see them)
• Common Areas Neat/Free of Clutter
Elevator/Hallway Standards
• Friendly Greeting
• Offers of Assistance
• Elevator Etiquette (Don’t talk about patients)
• Patient and Hospital Privacy (Remember HIPAA)
Privacy and Confidentiality Standards
• Access Patient Data (Access for work only)
• Patient Privacy (Keep patient information out of sight)
• Noise Level (Control your voice in patient care areas)
• Personal Conversations (Make sure they are in private areas)