Applicant’s Acceptance of Terms

Thank you for considering a career with Stewart Memorial Community Hospital. At Stewart Memorial we are committed to providing compassionate care with high regard to safety, efficiency, and customer service to every patient, every time. We also have high expectations regarding communication, attitude, accountability, and appearance. You are strongly encouraged to review our Standards of Behavior and become familiar with them. If you are confident that you can support our standards, please complete the application for employment.

Safety:
We understand our patients, visitors and co-workers trust that when they come to Stewart Memorial Community Hospital they will be in a safe environment. Therefore, safety is everyone’s responsibility. Knowing this:

  • I will know and practice standard precautions.
  • I will report any safety hazards, accidents or incidents immediately.
  • I will correct unsafe conditions if I can do so myself or report to the appropriate person.
  • I will keep my work area and hallways free of clutter. I will take responsibility to maintain a safe environment throughout the facilities’ grounds.
  • I will protect my back when lifting, pulling or carrying by asking for help and utilizing available equipment.
  • I will dispose of needles, syringes and sharps properly.
  • I will understand the safety and disaster codes and how to respond.
  • I will know where safety manuals are located.
  • I will observe proper hand washing guidelines.
  • I will take the time to check my patient’s identification prior to providing any treatment.

Communication:
We believe it is vital to communicate in a courteous, respectful and professional manner when interacting with our patients, guests and co-workers at all times. Good communication is the foundation to Great Customer Service. Knowing this:

  • I will practice the AIDET using the following:
    • A = Acknowledge-smile, greet and maintain eye contact when culturally appropriate.
    • I = Introduce myself and my role in the patient’s care.
    • D = Duration (if appropriate) such as wait times, test times, etc.
    • E = Explanation (if appropriate) use appropriate terms that can be understood by the customer.
    • T = Thank the customer.
  • I will use please and thank you in all conversations.
  • I will use guest’s or patient’s names where appropriate. I will communicate appropriately to fit age, gender and culture. I will refrain from using endearing names.
  • I will make eye contact and acknowledge each person I pass in the hall even if it is the 10th time today. I will practice the 5/10 rule, acknowledging anyone within 10 feet and speaking to any person within 5 feet. I will listen attentively, make eye contact and not interrupt.
  • I will be respectful, listen and communicate openly and use language appropriate for the workplace.
  • I remember that most of my message is communicated, non-verbally, by voice, tone and body language. I will listen and respond to verbal and non-verbal cues to prevent a negative message.
  • I will use appropriate medical terms that can be understood by the patient and family member.
  • I will refrain from personal conversations when patients or customers are within earshot of my desk.
  • When placing and receiving phone calls, I will:
    • Use a smile in my voice
    • Identify myself and my department
    • Ask how I can help
    • Ask permission before putting a caller on hold
    • Keep voice mail messages brief and to the point
  • I will make sure patient information is kept confidential. I will never discuss patients and their care in public areas.
  • When on duty, I will use phones and cell phones for business purposes only. I will keep personal phone and text usage limited to emergency situations. When I am taking a message for a co-worker or guest, I will be sure to sign, date and time the message so questions can be directed to me.
  • I will ensure continuity of care by reporting to my co-worker when leaving the work area.
  • I will actively seek information by asking questions rather than making assumptions.
  • I will sincerely apologize when it is evident that a patient or customer’s expectations have not been met.

Compassion
Our patients and customers can see our compassion and caring by the “smile in our eyes, the love in our voice, and the sincerity in our touch”. Knowing this:

  • I will always display compassion and empathy for every patient.
  • I will go above and beyond ordinary care, remembering it is the little things that provide comfort, safety and reassurance.
  • I will use words that show our patients and customers I care.
  • I will always explain to a patient what I am doing to maintain their privacy.
  • I will always respect the privacy and dignity of my patients and co-workers by refraining from harmful gossip.
  • I will display kindness and offer help. I know that rudeness is never acceptable.
  • I will care for our patients the way I want my family members and friends to be cared for. I will treat guests, as I would want my family treated.
  • I will treat co-workers as professionals, deserving courtesy, honesty and respect.

Efficiency:
Through teamwork we can produce better results than we would collectively produce as individuals. If we are truly committed to excellence, we must help each other achieve our mission and values.

  • I understand that whenever I see an unanswered call light, I and all other employees should answer it and follow-up with appropriate action. It is everyone’s responsibility to answer a non-bathroom call light.
  • I will always look for creative ways to minimize or eliminate patient wait times.
  • I will eliminate waste and keep costs down. I will be a good steward of the resources of the hospital.
  • I will arrive to work and meetings on time.
  • I will continuously look to improve my personal and professional skill.
  • I will work to create efficient and effective systems so that we do not spend our time/money repeatedly fixing problems.
  • I will never forget that questions and suggestions on better ways of doing things are welcomed.

Appearance
We believe that first impressions are lasting impressions.
Every employee has the opportunity at some time to make that first impression a lasting positive impression. Always view your appearance through the eyes of your customer. Your appearance says, “I respect you and I respect myself.” Knowing this:

  • I will wear ID badges at eye level where they can easily be seen.
  • I will dress in a professional manner wearing clothing that is neat and fits appropriately and shoes that are neat and clean. I will adhere to department dress codes
  • I will practice good personal hygiene. I will refrain from wearing distractive jewelry, perfume cologne and lotions.
  • Due to the elderly and conservative nature of our patients, I will refrain from having tattoos and body piercing visible when on duty.
  • I will project a positive, welcoming appearance.

Customer Service
We believe that our reputation is determined by our service and that our work must be done with the intent of delighting our customers by exceeding their expectations. In order to provide great service to our patients and physicians, we must also provide great service to our co-workers. Knowing that:

  • I will smile and promptly greet all patients, customers and co-workers in a friendly manner and not let anyone feel ignored.
  • I will apologize if there is a delay and never imply that the customer is imposing on me. Patients are not an interruption of our work; they are the reason we are here. I will acknowledge acceptable wait times and communicate adjustments or delays. I will offer the patient options that are appropriate for my department.
  • I will respect a customer’s time; take immediate action on concerns, complaints and questions.
  • I will escort customers to their destinations when appropriate. I will look for people who need assistance or look lost as I walk through the halls.
  • I will anticipate patient’s needs. I will be proactive not reactive. I will always ask “Is there anything else I can do for you? I have time.”
  • I will go out of my way to provide exceptional service and exceed the expectations of patients and co-workers. In the eyes of our customers, we must be Simply the Best!
  • I will practice the customer service tool of ALERT
    • Apologize
    • Listen
    • Empathize
    • Respond
    • Tell Someone
  • I will never discuss staffing issues with patients or customers. I will never use the words “we are understaffed today” in front of a patient.

Attitude
We believe that each of us controls our own attitude. What is important is not so much what happens to us, but how we choose to react to it. We believe we must recruit, retain and reward people who make a positive difference in people’s lives. Knowing this:

  • I will choose to have a positive attitude each day. I will avoid criticizing, condemning or complaining. I will redirect a negative behavior. I will choose an attitude that every customer is important. Attitude is everything in creating a lasting impression.
  • I will coach in private, I will commend in public.
  • I will “manage up” my co-workers by emphasizing their skills and experience and thus decreasing the anxiety of patients, family members and guests.
  • I will be positive and supportive of new ideas and accept change.
  • I will lead by example in a calm, compassionate and confident manner.
  • I will represent SMCH with compassion, integrity and excellence.
  • I will assume only the best and speak positively about others.
  • I will recognize that fun and laughter belong in the workplace. I will laugh out loud, being mindful of appropriate areas. I will not be afraid to laugh at myself. I will remember that a smile is contagious.
  • I understand it is important to encourage and support an enjoyable pleasant work environment.
  • I will be flexible and show a willingness to pitch in and help our co-workers when needed, always setting each other up for success and never state. “It’s not my job.”
  • I will redirect a negative behavior, recognizing that by listening without action to stop it is the same as participating.

Ownership and Accountability
We take pride in acting as an owner, accepting accountability for that ownership. Knowing this:

  • I will hold myself and my co-workers accountable (in a respectful manner) for upholding our Standards of Behavior, policies and procedures.
  • I will accept responsibility for my actions, not placing blame on others.
  • If I make a mistake I will admit it and learn from it so I won’t repeat it and then move on.
  • I will take credit for a job well done and celebrate successes.
  • I will represent Stewart Memorial Hospital positively in the work place and in the community.
  • I will take pride in Stewart Memorial Hospital and actively work to achieve the goals of the hospital and my department.
  • I will respect my co-workers by adhering to policies on attendance, tardiness and usage of company time.
  • I will go out of my way to make team members feel welcome and support our team members at all times. I will provide support to team members so they can participate, learn and grow.
  • I will act as a teacher and role model to others. I will act as a resource to solve problems and promote cooperation.
  • Knowing that the responsibilities of my job description are guidelines for duties, I will accept the fact that the purpose of our practice is to “meet the patient’s needs”.
  • I will respect the privacy and confidentiality of the people we serve, our physicians and fellow employees.

Standards of Behavior
Our employees and physicians are team members at Stewart Memorial Hospital and must function together to reach the goal of providing excellent care to our patients. No matter what our job responsibilities, each of us represents the hospital in the eyes and ears of our community.

In order to provide consistency in our service, a set of Behavior Standards has been developed by a group of employees at Stewart Memorial Hospital. Our team members are expected to practice these behaviors at all times – they are nonnegotiable. These behaviors are founded on specific customer service behaviors related to the values of our organization. The concept is simple – consistency in practice means consistency in outcomes.

These behaviors will provide the core measure of our competency at Stewart Memorial Hospital. They will be the foundation for our evaluations, promotions, rewards and continued employment.

We are blessed in health care. We get to do meaningful work that makes a difference in people’s lives every day. By practicing these standards together, Stewart Memorial Hospital will achieve its goal of providing the best patient care in the nation.

Acceptance

I recognize that exceeding the customer’s expectations is important to the culture and operating philosophy of Stewart Memorial Community Hospital. I acknowledge my role in providing Service Excellence and I accept responsibility for assuring that my behavior always complies with these standards.

I am committed to excellence in the provision of high quality customer service. I recognize how important Service Excellence is to the success of Stewart Memorial Hospital and my role as an essential member of the healthcare team.

I acknowledge receipt of the information regarding the Standards of Behavior for Customer Service Excellence that will assist me in providing Service Excellence everyday and I agree to comply with and practice the Standards outlined.

I have read and understand the Standards of Behavior and I agree to comply with and practice the standards outlined.
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