| As a key part of our philosophy of putting the Patient First, Eastern Maine Medical Center requires all of its employees to demonstrate the following caring behaviors in their daily activities serving patients, their families, and each other.
CHOOSE YOUR ATTITUDE
At EMMC, we are here to serve our customers. Take the time to get to know and enjoy your customers/patients. Our customers' most basic expectation is to be treated with courtesy. We are committed to providing the highest quality of service and meeting our customers' needs with utmost care and courtesy. This commitment must be reflected in our behavior.
SAFETY IS EVERYONE'S JOB
Safety is the responsibility of all EMMC employees. "Think safety, act safely, and stay safe" is the safety awareness creed. Maintaining an accident-free environment is a fundamental part of your job performance. Accidents are the result of actions and attitudes that you can help eliminate.
PROTECT PRIVACY
We will protect our customers' right to privacy and modesty by creating and maintaining a secure and trusting environment. When entrusted with a customer's affairs, we will treat all information as confidential. Discussion of these matters will be restricted to situations where the information is necessary to meet the customer's health needs. Our concern for customers' privacy will help promote peace of mind and lessen their anxiety.
DELIVER EXCELLENT SERVICE
The goal of service etiquette is understanding. We must be committed to listening attentively to our customers in order to fully understand their needs. Close attention should be given to both verbal and non-verbal messages. Our communication to customers should be delivered with courtesy, clarity and care. We must avoid confusing customers and speak in terms they can easily understand. At EMMC, we recognize that our customers' time is very valuable. We strive to provide our customers with prompt service, always keeping them informed of delays and making them comfortable while they wait.
CO-WORKERS DESERVE YOUR COMMITMENT
As EMMC employees we are linked to one another by a common purpose: serving our patients and our community. Our co-workers, therefore, are our teammates. They deserve our respect. Without their contributions none of us could perform our jobs. Just as we rely on our fellow employees, they rely upon us. Each of us has obligations to our co-workers.
APPEARANCE PROMOTES PROFESSIONALISM
Our appearance represents EMMC. Our grooming and dress will reflect our respect for our customers. While we are on duty, we will first consider our customers' expectations in how we present ourselves. Our manner and expression will convey our concern for, and willingness to, serve our customers. We will take pride in our facility and do our part to maintain an uncluttered and litter-free work place.
ACT LIKE AN OWNER
Every EMMC employee must feel a sense of ownership toward his or her job. By this we mean taking pride in what we do, feeling responsible for the outcomes of our efforts, and recognizing our work as a reflection
of ourselves. |
|
