The Direct Route to World Class Care...
At Memorial, we’ve made an organization-wide commitment to providing superior service to those who trust us with their lives and health every day. One of the most direct ways to achieve this important goal is to be sure that every staff member understands and supports what it means to be part of the Memorial team.

After months of gathering input from staff and reviewing some of the best practices from around the country, we are pleased to present you with a list of the Performance Essentials that are now the way things are done at Memorial. In most cases, this is just a reminder of how important attention to the small things can be. Most staff members will find they do everything listed here already. A few of the items have been included to help us all remember how to make what is often a stressful experience a satisfying and positive experience from the moment a family calls Memorial until the day their medical care is complete.

This organization has been nationally recognized for many clinical, community and service achievements in the past. Institutional recognition is exciting; however, having families who recommend the care provided throughout Memorial Health System is the greatest honor of all. Every single staff member has the ability to make the Memorial experience a world class experience for our patients, physicians, co-workers, vendors and volunteers.

I hope this list will help you clearly understand how your actions directly lead to our achieving our goals. Thank you for your continued commitment to our mission and for all you do to make Memorial one of the nation’s premier health care organizations.

Philip A. Newbold
President and CEO

Positive Attitude & Professional Appearance
We will always have a positive attitude and professional appearance as we provide world class service.

Our dress will always be professional, clean and neat.
Picture identification badges are to be worn while on duty.
Badges are to be worn above the waist, the photo forward and free from any alterations of photo and title.
Dress code policies will be followed in each department.
Always take time for customer requests.
Actions speak louder than words.
Respect others and their convictions.
Always project a “CAN DO” attitude.
“It’s not my job” or “I don’t know” should be replaced with “I don’t know, but I’ll find out and get back to you.”
SMILE and treat all people with respect and compassion
“There is little difference in people, but that difference makes a big difference. The little difference is attitude. The big difference is whether it is positive or negative.” - W. Clement Stone

Environment
We will be aware of and take pride in our environment by maintaining
safe and clean facilities and demonstrate respect and care for customers.

Be knowledgeable of and practice all safety procedures and policies.
“Think safe, act safe, be safe and stay safe.”
Keep public areas clear of unnecessary clutter and ensure that equipment and supplies are returned to their proper place immediately after use.
Do your best to identify and correct or report safety issues before they become safety problems.
Escort customers who look lost to their destination or find someone who can take them.
Take the initiative to pick up litter and dispose of it appropriately.
Make sure a spill or soiled area is cleaned up appropriately.
Allow customers to have first access to elevators. If an elevator arrives and it’s crowded, consider waiting for the next elevator.
Allow customers to exit the elevator before boarding.
Hold the doors open for customers boarding the elevator.
Patients in wheelchairs should be facing the front of the elevator whenever possible.
Allow elderly patients and visitors to stand beside safety rails.
Everyone hears your conversations on the elevator! Only discuss things that reflect positively on you and Memorial and observe confidentiality.
Know your role in an emergency.
Practice every drill as if it were the real thing.
Use and dispose of all sharps properly.
Be aware of potential chemical hazards.
Protect your valuables by securing them properly and encourage patients and staff to do the same.
Keep bed rails up when needed and be sure to use the brakes on beds and wheelchairs.
If you observe an accident, immediately provide assistance and/or call for help. Wait with the injured person until help arrives.
Report all accidents or incidents promptly and completely.
Use protective clothing and equipment when appropriate.
Never unplug equipment without checking the consequences.

Open Communication
We are committed to listening attentively to our customers to fully understand their needs. Our communication must be genuine, clear, respectful and caring.

Listen to our customers’ concerns in ways that show you care, and repeat for clarification. Close attention should be given to both verbal and nonverbal messages.
Use “please” and “thank you” and address patients as: “Mr.,” “Mrs.,” “Ms.,” or “Dr.” unless invited to do otherwise.
Speak in terms patients can understand. It is our responsibility to ensure that understanding is achieved.
End your interaction with customers by asking, “Is there anything I can do for you? I have time.”
Be mindful of legible handwriting.
Communicate information in a timely manner.
Seek to keep yourself informed of changes throughout the organization.
When a call needs to be forwarded, always give the caller the number to which they are being transferred and go the extra mile to make sure the caller reaches their correct destination.
Privately and respectfully share concerns/sensitive issues one-on-one with co-workers.
Always identify yourself and your area when answering and placing a phone call.
DO YOU MIND HOLDING? Get the caller’s permission before putting him or her on hold. Thank the caller for holding when you return to the line.
Callers on hold will be acknowledged frequently, given the status of their calls and asked if they want to continue to hold.
GIVING DIRECTIONS: If someone appears to need directions, offer to help. Let customers know that you will assist them to their destinations.
If you are unable to personally escort a customer, take him/her to someone who can.
When escorting visitors to their destination, look at and talk with them, making them feel welcome.

“Communication is primarily a function of trust, not technique.”
The 7 Habits of Highly Effective People - Stephen Covey

Prompt Responses
Our timely response to customer requests demonstrates care, courtesy and
respect, recognizing that time is valuable. We will keep customers informed
of any delays and make them comfortable while they wait.

When responding to the needs of customers we will be prompt and professional.
Be prepared to answer questions or search for answers.
Immediately acknowledge call lights and assist as needed.
Before leaving ask, “Is there is anything else I can do for you? I have time.”
Provide a comfortable atmosphere for waiting customers and point out restroom facilities.
Update family members periodically while a patient is undergoing a procedure.
Always thank patients and their family members for waiting.
Offer refreshments to those who are waiting and/or direct them to where refreshments can be purchased.
Tell people we care about their privacy, and ask if they have any concerns.
Answer a ringing phone within 4 rings.
Return phone calls and/or e-mails within 24 hours.
If we are going to be out of the office for more than a day, we will change our voice mail and e-mail to reflect our absence.
“I don’t know” is not an appropriate answer. “I don’t know” followed by “I will find out” is appropriate.

"You cannot manage time, you can only manage yourself" - Stephen Covey

Loyalty to Teammates & Mutual Ownership
Our co-workers are our teammates. We are linked to one another by the common purpose of serving our customers, our community and each other.

Help create a culture that taps the full potential of employees and builds an environment that allows all people to feel appreciated, included and valued.
Take pride in Memorial and your work.
Treat others as we want to be treated.
Be supportive, encourage and praise fellow employees.
Ask for help when needed and provide help when you see a need.
Attempt to constructively resolve conflict.
Talk constructively and confidently about work issues.
Have fun, laugh together and SMILE!
Commit to finding solutions to problems.
Treat every worker as a valued member of your team.
Say “please” and “thank you.”
Contribute to the growth and development of co-workers.
Know and understand the responsibilities of your job.
Look beyond our assigned tasks. Our responsibility does not end where our co-workers’ responsibilities begin.
Eliminate “It’s not my job” or “I don’t know” from vocabulary. Add “I don’t know, but I’ll find out and get back to you.”
Be on time.

Ensuring Privacy
We will ensure our customers’ right to privacy and modesty. We will treat all patient information as confidential. Discussions will be restricted to situations where the information is necessary to meet the customer’s health care needs.

Everyone hears our conversations! We only discuss things that reflect positively on you and Memorial and observe confidentiality. We will not discuss customers in public areas (i.e., elevators, hallways, cafeteria, etc.)
Information and records are confidential and should not be left visible in public areas.
Patient-sensitive records must be shredded when disposed.
Communicate with customers in private, whenever possible.
All conversations should always be conducted with discretion and privacy.
Keep conversations as private as possible by talking quietly.
Gossiping about co-workers is unacceptable! Respect our co-workers’ privacy.
Always knock before entering a room.
Provide the proper size gowns for our patients.
Provide a robe or second gown when the patient is ambulating or in a wheelchair.
Cover patients with a sheet or blanket when transporting.
Close curtains or doors during examinations, procedures or as needed.

"There can be no friendship without confidence and no confidence without integrity." - Samuel Johnson

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