WMC's Standards of Performance were developed by a diverse team of employees with great insight into the many different ways we interact daily with our customers. Their efforts in the creation of these behavior models will prove beneficial long into the future of the Medical Center, and we thank them.

INTRODUCTION
"We are what we repeatedly do. Excellence, then, is not an act but a habit." Aristotle

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 publicly 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.

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 would 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.

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.

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.

STEPS TO SERVICE RECOVERY
1) Acknowledge
2) Apologize
3) Act to Amend

Rights and Responsibilities of Patients
Every patient has the right:

• To impartial access to the medical resources of the hospital without regard to race, color, national origin, age, sex, handicapping or disabling condition, spiritual or ethical beliefs, or financial status.
• To considerate, respectful care.
• To access pastoral or other services to meet their spiritual needs.
• To compassionate care with regard to matters of personal comfort and dignity at all times under all circumstances.
• To be informed and to participate in decisions involving health care, including the refusal of treatment.
• To appropriate assessment and management of pain.
• To a physically and emotionally safe and secure environment.
• To information about advance directives, such as a living will or durable power of attorney for health care, that will allow the patient to make personal health care decisions for the future, and to have a chosen representative exercise these rights when the patient is incapable of doing so.
• To be assured that the hospital's provision of care will not be conditioned on whether or not there is an advance directive.
• To refuse treatment to the extent permitted by law and to be informed of the medical consequences of any action.
• To instructional and educational information about medical treatment in a language and in terms that are easily understood.
• To express any concerns about hospitalization without hesitation. This opportunity is extended to family, significant others, the parents of pediatric patients, or the legally appointed representatives, and will not interfere in any way with the patient's present or future care.
• To express concerns to the nurse, physician or other caregiver if an ethical/cultural/spiritual dilemma presents itself.
• To information about any experimental or research activities that involve the patient's treatment.
• To privacy and confidentiality in all patient care areas as the patient undergoes test or treatments.
• To the confidential treatment of, and personal access to, the patient's medical record.
• To know who is responsible for providing immediate, direct care.
• To information about the charges related to services rendered by Williamson Medical Center.

Every patient has the responsibility:

• To give the doctor an the hospital staff complete and accurate information about his/her condition and care.
• To follow doctor's orders and instructions and the hospital staff's instruction for care, including the keeping of appointments.
• To report unexpected changes in condition to the physician and nurse.
• To bring an updated copy of advance directives to be placed in the medical record at the time of admission or as soon after as possible.
• To accept responsibility for refusing treatment.
• To show consideration for other patients by following all hospital rules and regulations pertaining to smoking, visitors, noise and general conduct.
• To accept the financial obligation associated with the care received.
• To advise the nurse, the Nursing supervisor, administrator-on-call, or the Guest Relations office of any dissatisfaction regarding care.
• To be considerate of staff members who are providing care. A mutual spirit of respect and cooperation allows for the best environment in which to provide good patient care.

STATEMENT OF COMMITMENT
All employees of Williamson Medical Center must abide by the performance standards, which were created and adopted by a Williamson Medical Center employee team. If you are not certain how a performance standard applies to you, it is your responsibility to ask your department director or a member of Administration.

Compliance with these performance standards is a condition of continued employment at Williamson Medical Center. Williamson Medical Center reserves the right to amend or modify the performance standards in an effort to continuously provide excellent customer service.

The Performance Standards are a statement of employee attitude and behavior, and do not constitute an employment contract, an assurance of continued employment, or employment other than at will.