Standards of Performance

At Williamson Medical Center, we seek excellence. In fact, we publicly have identified six areas to which we strive to achieve excellence, and the Medical Center is committed to these “Pillars of Excellence”—Service, Quality, Growth, People, Finance and Community.

Our commitment to the Pillars of Excellence is reflected by employees and volunteers, who are expected to share in the Medical Center’s four values:

  • Compassion: sharing the experience
  • Integrity: Doing the right thing even when no one is looking
  • Trustworthiness: character and competence
  • Teamwork: working together

The performance standards will make these values visible in our attitudes and in our work. They are used to guide our behavior in creating and maintaining a culture and practice of outstanding service to employees, physicians, patients and families, and our community. Many of the standards come second nature to us; they are examples of courtesy and caring that we learned from an early age. However, adopting them as required behaviors provides clear expectations to every employee and volunteer. Their continued practice will lead us to excellence as a habit.

Communication
Our value of Compassion means we take the time to listen to one another, our patients and our community. Communication with others is one of the most important ways to show compassion and respect.

  • Listen to what our customers have to say.
  • Use language lines or the appropriate interpreter if needed.
  • Listen completely before responding.
  • Acknowledge and apologize for any inconveniences.
  • Answer all questions or find someone who can. (Refer all questions concerning patient care to a nurse or physician.)
  • Anticipate concerns and questions, and address them before they are expressed or asked.
  • Follow up on issues to ensure they were resolved.

Phone etiquette
A good impression on the telephone is as important as each face-to-face encounter. We believe using the following manners will help us make a good impression. One of our shared values is Integrity, which we have defined as “doing the right thing even when no one is looking.” We want everyone to use telephone communication with integrity.

  • Answer the phone within three rings when possible.
  • Know how to operate the phone system.
  • Identify yourself and your department when answering the phone.
  • Always use a clear, pleasant voice. Make callers feel like you are glad they called.
  • Always help callers, or transfer calls to someone who can help. Always tell the the caller the extension to which you are transferring the call.
  • Be sure to ask and wait for permission before placing a person on hold. Be certain to use the hold button.
  • Always update your phone messages when you are out of the office and upon returning.

Appearance
How we look and act gives a distinct message about our professionalism and our work culture. One of our shared values is Trustworthiness, and we want our appearance to communicate that we can be trusted.

  • Our appearance should always be appropriate for the job performed.
  • Dress within policy guidelines.
  • Be clean, tidy and discreet.
  • Never wear perfumes or colognes.
  • Identification badges should be worn at all times and at a level where your first name and picture can be seen.

Safety and environment
Maintaining a clean, safe and pleasant environment is every employee’s responsibility.

  • Correct and/or report any safety hazards or security problems.
  • Report all accidents and incidents promptly.
  • Follow proper safety procedures. Use protective clothing and gear when necessary.
  • Pick up litter when you see it.
  • Wipe up spills and/or contact Environmental Services.
  • Keep the restrooms clean after use.
  • Be stewards of our financial resources. Do not waste.

Privacy and confidentiality
Respecting everyone’s privacy and confidentiality is one of the most important things we do at WMC. Our shared value of Trustworthiness is defined as “character and competence.” Trust is earned by repeatedly acting in a manner that respects each individual’s right to privacy and confidentiality.

  • Protect patients’ and co-workers’ rights to privacy and confidentiality.
  • Never look beyond the amount of patient information needed to do your job.
  • Information about patients and hospital business should never be discussed in front of or left in view of the public.
  • Be aware that someone might be listening or looking.
  • When a problem arises with a patient, take him or her out of the spotlight (one-on-one discussion).
  • Employees and their family members should be treated as all other patients when receiving care at the Medical Center—with full respect for privacy and confidentiality.
  • When transporting patients, make sure they are covered.
  • Knock before entering a patient’s room.
  • Close doors or curtains before exams and procedures.
  • Make sure each patient has the proper gown size and is covered to his or her comfort or satisfaction.

Patient relations and service

  • We are committed to building positive relationships with our patients by providing optimal service at all times.
  • When waiting for the elevator, always give patients priority.
  • Respond to requests in a timely manner.
  • Acknowledge and demonstrate an understanding for age, culture and socioeconomic diversity, as well as for special needs.
  • Answer call lights promptly. Check on patients one hour before shift change to minimize patient requests during report.
  • When being transported, patients always face forward.
  • Whoever receives a request or concern from a customer owns it. Be a problem-solver.
  • Every patient’s time is valuable. Acknowledge and apologize for inconveniences.
  • Ask the patient or family member, “Are you comfortable?” Be aware of departmental temperature changes.
  • With each patient encounter, ask, “Is there anything else I can do for you?”
  • Keep family and patients informed. Use the white boards.
  • When possible, escort guests to their destinations rather than giving them directions.

Commitment to co-workers
The way we treat co-workers is always an example of how we will treat our patients. We treat our co-workers with the same values of Compassion, Integrity, Trustworthiness and Teamwork as we do all patients.

  • Every Medical Center employee is your co-worker.
  • Praise and cooperate with one another.
  • Look beyond your assigned task. Take responsibility and go the extra mile. Work as a team, being sensitive to the big picture.
  • Everyone’s time and job are valuable. Being late, unexpectedly absent or taking extended breaks makes it difficult for everyone. Be on time.
  • Acknowledge each individual and his or her differences.
  • Speak to and treat each other with respect. Recognize that conflicts may exist among co-workers, but professional courtesy is expected.
  • Constructive feedback is a valuable tool. Give and receive it with integrity and compassion.
  • Make new employees feel welcome.
  • Perform your work in a timely manner by planning ahead. Proactive planning prevents you and others from working in a crisis mode.
  • Do not say or do anything to intentionally offend or embarrass others.
  • Be respectful of others’ work areas. Help keep a clean and quiet environment.

Attitude
We are all ambassadors of Williamson Medical Center. We represent the Medical Center and give a message about it in everything we do. You are always a reflection of Williamson Medical Center.

  • Promptly welcome our customers in a friendly manner: smile; make eye contact; immediately acknowledge the customer; and introduce yourself.
  • Rudeness is never tolerated.
  • Be sensitive to how others perceive your actions and attitude. Say “please,” “thank you” and “I am sorry” when appropriate.
  • Be supportive of and loyal to the Medical Center, its departments and staff.
  • Take responsibility for your actions.
  • Remember that a good attitude is contagious.

 


Standards of Performance