Living Our Values. VALUES: Teamwork, Integrity, Diversity, Excellence, Safety. The sick never inconvenience the well. ~ Eugene Stead, MD

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1 Living Our Values Caring for Our Patients, Their Loved Ones and Each Other VALUES: Teamwork, Integrity, Diversity, Excellence, Safety Duke University Health System Patient Experience Oversight Team 2012 The sick never inconvenience the well. ~ Eugene Stead, MD

2 Page 2 Page 11 INTRODUCTION SUMMARY BEHAVIORS HAVE A NOTE FROM HEALTH SYSTEM LEADER (Dzau, Fulkerson, Fuchs) Smile & make eye contact Clean and professional appearance Clean and uncluttered environment Low noise levels Courteous and prompt service Personal phone calls and conversations in private Directions/Walk patients, families & visitors Ask, Is there anything else I can do for you? Wear ID badge facing forward Pick up trash and clean up spills Acknowledge outstanding service Knock on doors and greet patients and families Take personal responsibility for patients and family requests Caring for Our Patients, Their Loved Ones and Each Other

3 Page 10 Page 3 SAFETY ensure that I accurately identify patients by using double identifiers ensure that I do not pass by anyone s room whose call light is on. I will stop and ask How may I help you? and ensure I have met the patient s, family s or each other s need, or convey the need to the appropriate caregiver. wear my ID badge at my chest level with my name and picture facing forward so that others can easily see and read my name. avoid eating and drinking at my desk if I am in a public area, or while walking down the hallway. return wheelchairs and other equipment to the proper departments, units, or areas. make every effort to maintain a quiet work environment, remembering that noise shows a lack of consideration for our patients, families, and each other. Table of Contents Introduction 2 Table of Contents 3 Teamwork 4 Integrity 5-6 Diversity 6-7 Excellence 7-9 Safety 10 Summary 11 Caring for Our Patients, Their Loved Ones and Each Other

4 Page 4 Page 9 TEAMWORK welcome the ideas and value the concerns of others. refrain from saying It s not my job. If I m unable to meet the request, I will find someone who can. keep people informed by making sure the patient, family, and each co-worker knows the patient s plan of care and explain delays. do everything possible to minimize patient wait times. remember to ensure patients and families do not feel forgotten. When appropriate, I will round on patients and families in a waiting room, checking to see if I can bring them anything while they wait. recognize that everyone s time is valuable, and never be too busy to assist, or appropriately hand off to someone who can. be mindful to eliminate excuses for service problems, such as staff shortages or inadequate supplies, and refrain from blaming someone else within my organization for a service problem. take personal responsibility for the customer s requests, such as answering call lights in a way that demonstrates the care, courtesy and respect our patients, families and staff deserve. look beyond my assigned tasks. My responsibility does not end where my co-workers responsibilities begin. When it is appropriate for me to perform a service, I will do so. show consideration for a co-workers, patient s or family s inconvenience. alert my team if I will be away from my work area. be sensitive to how my requests may inconvenience my co-workers, patients or families. welcome new staff members by being supportive, offering help and setting an example. be positive, enjoy others, celebrate successes and share laughter. EXCELLENCE Telephone answer the phone within three rings, using a pleasant, caring and sincere tone of voice, and using a three-part greeting with welcoming words, my name and my work area. listen carefully to understand the caller s words, validate what I heard the caller say by repeating, and address the caller s needs, taking whatever action necessary, including asking others to help if necessary. Before ending the call, I will always ask, Is there anything else I can assist you with? ask if the caller is able to hold, wait for a response and then thanking the caller for holding. ask permission to transfer and wait for a reply, explaining where the call is being transferred and to whom. I will give the caller the number for future reference and remain on the line until a connection has been made.

5 Page 8 Page 5 EXCELLENCE ask, Is there anything else I can do for you while I m here I have the time, before ending my encounter with the patient, family or co-worker. use the elevator and hallways as an opportunity to make a favorable impression. I will smile and speak to fellow passengers or people I pass in the hallway, using the 10/5 rule smile and look someone in the eye at 10 feet and speak to them at 5 feet. face anyone I am transporting in a wheelchair toward the elevator door. politely ask visitors and employees to wait for another elevator when transporting a patient on a bed. pause briefly before attempting to board an elevator, so that I don t block the way for anyone to exit. make room for others and hold the door or door open button to allow for others to board the elevator. allow patients and others with disabilities to be near the elevator door. exit the elevator if it is full and patients/visitors are waiting to get on. I will either wait for the next elevator or take the stairs if I am able to do so. hold the elevator door open for approaching passengers and ask others, What floor do you need? if I am standing close to the controls. use the stairs whenever possible to reduce elevator traffic. refrain from using telephones, Blackberrys, ipads, ipods, or other electronic devices when walking through the hallways or on elevators, allowing me the opportunity to make a favorable impression by speaking to people I pass. If I have an emergency call or message that needs to be attended to, I will find a private place out of the hallway to respond. recognize fellow staff members for service to patients, families and each other. I will look for opportunities to praise my co-workers. support group planning, problem solving and individual responsibility as part of the team. encourage cooperation and share resources willingly. INTEGRITY know and abide by all HIPAA guidelines related to confidential patient information. recognize that our patients, families and co-workers have a sense of urgency and show them that we value their time, ensuring they never feel they are an interruption of our work, but rather the reason we are here. knock on the patient s door, waiting to be invited in. If they are unable to invite me in, I will announce myself before entering the room. greet the patient and family/visitor, using the patient s name and introducing myself, my role and why I am there. ask, May I pull your curtain, or shut your door for your privacy? ask, Is there anything else I can do for you while I m here I have the time, before leaving the patient s room, ensuring that I follow-up on any requests, or find the appropriate person who can. adhere to our organization and departmental dress code, making sure I understand the rules regarding uniform, clothing, jewelry, make-up, perfume, grooming, hygiene, body piercings, tattoos, etc. conduct myself as a professional, living the values of our organization. keep private conversations private, discussing sensitive issues or personal matters away from patients, families and co-workers. pick up and dispose of trash in the hallways. If I m unable to pick up the trash because of safety reasons, I will immediately contact the appropriate person who can. I will also see that all spills are cleaned up immediately.

6 Page 6 Page 7 INTEGRITY anticipate the needs of patients, families, and visitors. treat patients, families and co-workers as if they were guests in my home. treat co-workers with courtesy and respect as a professional, recognizing that we each have an area of expertise. be honest in all interactions with co-workers. praise in public; coach in private. speak well of others in the presence of patients, families, co-workers and members of our community ( Managing Up my co-workers). I will avoid making negative comments about workload, other staff and departmental or personal issues. listen carefully to what our customers say, avoiding interrupting them until they are finished speaking. treat everyone as if he or she is the most important person in our facility. remember that rudeness is never accepted. apologize and be empathetic for problems and inconveniences, using the Service with H.E.A.R.T. model when appropriate. DIVERSITY recognize the value of a diverse workforce and remain open to new viewpoints, ideas and talents. reinforce verbal instruction with teaching sheets or other written materials whenever possible. meet the needs of patients, families and co-workers who have special needs, by using interpreters, hearing devices, translated materials and other special equipment as needed. use easily understood and appropriate language when giving patients and families information about health, special diets, procedures, medications, etc. I will take the time to sit down with the patient/family, make eye contact, and have them explain to me what they thought they heard me say, ensuring patients/families feel comfortable they are receiving consistent information. be sensitive to the life experiences, circumstances and emotions of everyone and communicate with them with understanding and empathy. EXCELLENCE thank our patients and families for choosing Duke University Hospital for their care. greet everyone promptly, with a friendly smile, making eye contact, letting everyone know they are important; using the patient s, family s and co-worker s names, and Mr., Mrs., Ms. (etc.) when given, introducing myself, my role, and providing information as to how I will be assisting them. communicate in a respectful and professional manner to everyone. use welcoming words such as hello, please, thank you, excuse me and you re welcome. meet the customer s immediate need or gladly take him or her to someone who can. observe everyone; if someone appears to need directions, I will offer to help. I will let patients, families and co-workers know that I am available to assist them to their destinations. If I am unable to personally escort a patient, family member or co-worker, I will take him or her to someone who can. focus 100% on the patient, family and my co-workers with eyes, words and body (remember: 55% of what people hear is body language, 38% tone of voice and 7% actual words that I use).

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