Standards of Behavior

HomeAbout GME Standards of Behavior

At Palmetto Health, our Vision is: To be remembered by each patient as providing the care and compassion we would want for ourselves and our family members.

To make this vision a reality, our attitudes always reflect Palmetto Health's five corporate values, and we conduct ourselves in accordance with the following Standards of Behavior. These standards were developed by a diverse team of Palmetto Health employees and are modeled by all our team members every day.

We use the word "customer" to describe those individuals who depend on our expertise. Customers are our patients, their families, visitors, vendors and coworkers. These standards define the behaviors our customers can expect from all Palmetto Health employees.

As an employee of Palmetto Health, I value compassion – I will...

Demonstrate Courtesy

  • Be approachable
  • Introduce myself by my name and job title
  • Speak in a calm voice and listen attentively
  • Be aware of my body language and facial expressions
  • Offer comfort measures when appropriate
  • Maintain a safe and welcoming environment
  • Refrain from personal conversations in the presence of customers
  • Treat others as I would like to be treated

Respond in a Timely Manner

  • Ensure all call lights and phones are answered promptly
  • Resolve my customers' needs
  • Contact the appropriate person for issues I cannot resolve personally
  • Apologize for delays, keep customers informed and reschedule appointments as appropriate
  • Provide a comfortable atmosphere for waiting customers

Offer Directional Assistance

  • Escort customers who are unfamiliar with our facilities
  • Call Security or Volunteer Services for assistance when necessary

As an employee of Palmetto Health, I value dignity – I will...

Protect Privacy

  • Knock before entering patient rooms
  • Use language and terminology that is easily understood
  • Encourage questions and offer choices as appropriate
  • Explain what I am about to do and why
  • Ensure gowns and equipment are sized appropriately for patients
  • Adhere to organizational policies, HIPAA requirements and JCAHO standards regarding privacy and confidentiality

Respect Diversity

  • Prohibit language that demeans anyone's heritage, race, creed, gender, age, disability and/or sexual orientation
  • Display tolerance, sensitivity and impartiality toward others' cultures and backgrounds
  • Provide interpreters, amplification devices, closed caption television or the like as needed
  • Inform patients and their families about our chaplaincy and pastoral services resources to meet their spiritual preferences

Communicate Clearly

  • Answer the phone with Palmetto Health, my name and "how may I help you?"
  • Use proper e-mail etiquette
  • Address gossip and abusive language or behaviors in a professional manner
  • Use the chain of command to resolve issues that cannot be resolved one-on-one
  • Coach in private and commend in public

As an employee of Palmetto Health, I value excellence – I will...

Exceed Customer Expectations

  • Welcome others to my area with eye contact, a smile and a friendly greeting
  • Recognize our customers' sense of urgency and show them we value their time
  • Inform customers about their plan of care and provide explanations for delays
  • Listen attentively to customers and avoid interrupting them
  • Apologize for problems or inconveniences and initiate actions to resolve them
  • Treat each customer as if he or she is the most important person in our facility
  • Thank customers for trusting Palmetto Health to meet their needs

Exhibit a Positive Attitude

  • Smile
  • Make eye contact
  • Greet by name when possible

Maintain a Professional Appearance

  • Know and abide by department dress codes
  • Wear my I.D. badge at all times (with my name and picture visible at eye level)
  • Practice good personal hygiene

Seek Continuous Learning

  • Take ownership of my professional development
  • Participate in at least one development opportunity annually
  • Complete mandatory hospital-wide and unit-specific competencies
  • Be accountable for information discussed during staff meetings

As an employee of Palmetto Health, I value integrity – I will...

Be Accountable for My Actions

  • Be honest and reliable
  • Set a good example
  • Speak positively about Palmetto Health, my customers and co-workers
  • Apologize for my mistakes and take corrective actions
  • Abide by my facility's parking and non-smoking policies
  • Comply with all applicable laws, regulations and policies

Be a Good Steward of Our Resources

  • Maintain our equipment and facilities
  • Conserve hospital resources

As an employee of Palmetto Health, I value teamwork – I will...

Build Relationships

  • Respect the ideas, opinions, expertise and diversity of my co-workers
  • Assist co-workers who are struggling with their workloads
  • Serve as a resource to other departments as needed
  • Coordinate with others to facilitate timely, safe transitions for our customers
  • Report on time, as scheduled and ready to begin work
  • Exhibit a willingness to accept changes to assignments and/or schedules

Ensure Safety and Quality

  • Maintain a safe, clean work area and environment
  • Tag and report hazardous equipment and conditions
  • Demonstrate proper safety practices

Take Ownership and Pride in Palmetto Health

  • Follow through with my commitments
  • Find someone who can fulfill a request when I cannot
  • Properly dispose of litter
  • Report spills, debris and/or necessary repairs
  • Take pride in Palmetto Health and treat our facility as if I own it

Glossary

Aidet

A-Acknowledges the customer:

  • Smiles, makes eye contact and greets them in a pleasant manner.

I-Introduces self:

  • States name, role and competencies.
  • Highlights skill and expertise of self and other health care team members.

D-Duration:

  • Gives the customer a time expectation.
  • Keeps the customer informed as to the amount of time a procedure or process will take.
  • Includes letting them know if there is a wait time; gives time expectation of that wait.

E-Explanation:

  • Keeps customers informed by explaining all processes and procedures.
  • Assists customers to have clear expectations of what will be occurring.

T-Thanks the customer:

  • Consistently thanks customers for their time and, if a patient, for choosing us for their care.
  • Expresses appreciation that they have chosen us as their health care provider.
  • Asks if there is anything else he/she can do for the customer before ending the interaction.

Service Recovery

Service recovery is defined as “the handling of customer dissatisfaction, complaints or any problems or difficulties with our organization.” Service Recovery is initiated when a customer receives less than excellent service.

Simply stated, Service Recovery is the art of making things right when things go wrong.

When a service failure is brought to your attention, it’s time to ACT!

  • A- Apologize for not meeting the customer’s expectations.
  • C- Correct the service issue.
  • T- Thank the customer for bringing the issue to your attention, and assure proper follow through to prevent a recurrence.