Behavior Expectations

HomeAbout GME Behavior Expectations

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 Behavior Expectations. 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 will...

Be professional and courteous.

  • Be on time, as scheduled, prepared and ready to begin work the moment I arrive at work. 
  • Accept changes to assignments and/or schedules.
  • Know and abide by my department’s dress code.
  • Wear my ID badge at all times while at work – above the waist, preferably on the lapel area, with my name and picture clearly visible.
  • Demonstrate good personal hygiene. 
  • Acknowledge and welcome others with eye contact, a smile and a friendly greeting, using their names when possible.
  •  Introduce myself by name and job title (AIDET).
  • Refer to patients and guests by their titles (Mr./Mrs./Miss/Ms.) until invited to use their name of choice.
  • Use positive body language and present myself professionally. 
  • Refrain from personal conversations in the presence of patients and guests.
  • Answer the phone with the approved standard phone greeting.
  • Use proper phone and email etiquette. 
  • Refrain from using mobile devices for personal reasons in patient care or service areas. 

Ensure each person feels visible, valued and respected. 

  • Embrace the whole person and respond to emotional, ethical and cultural concerns as well as physical needs.  
  • Be welcoming and provide exceptional experiences for everyone. 
  • Treat others with respect and care, recognizing all are worthy of honor.
  • Display sensitivity and respect for others’ cultures, backgrounds, beliefs and uniqueness. 
  • Prohibit language and/or actions that demean anyone’s culture or traditions, including heritage, race, nationality, appearance, beliefs, gender, age, disability, sexual orientation, religion, education and social status.
  • Provide an interpreter, amplification device, closed-captioned television or other necessary equipment for appropriate patient care.
  • Inform patients and guests about services relevant to their spiritual preferences.
  • Treat each patient and guest as if he or she is the most important person in our facility.
  • Support fair treatment for all.

Protect privacy and confidentiality.

  • Knock before entering patient rooms and opening closed doors.
  • Conduct sensitive and personal communication in a private setting.
  • Protect and be sensitive to patient privacy, modesty and confidentiality in all situations.
  • Adhere to organizational policies, HIPAA requirements and Joint Commission standards regarding privacy and confidentiality.
  • Limit discussion of patient information to what is necessary to provide high-quality care.

Embrace learning and strive for continuous improvement.

  • Be the best at what I do and serve as a model for others to emulate.
  • Know, grow and own my position.
  • Demonstrate openness to change and new ideas.
  • Accept requests and new assignments as opportunities for growth and development. 
  • Seek self-development and utilize available tools to grow personally and professionally.
  • Complete mandatory training and competencies.
  • Actively read books and other resources that are provided and/or suggested.

Create a welcoming, quiet and safe workplace and healing environment.

  • Closely observe my work area and identify opportunities for improvement. 
  • Provide the same high level of care and service to everyone I encounter. 
  • Be quiet in patient care areas at all times. 
  • Promote a culture of safety and exceptional service by speaking up. 
  • Maintain a clean, safe and clutter-free work area and surrounding environment.
  • Demonstrate proper safety procedures.
  • Properly tag and accurately report defective/hazardous equipment and conditions to the appropriate department in a timely manner. 
  • Provide a comfortable atmosphere for waiting patients and guests.
  • Explain what I am about to do and why (AIDET).
  • Size gowns and equipment appropriately for patients.
  • Coordinate with others to facilitate timely, safe transitions for patients.
  • Properly dispose of litter.
  • Report spills, debris and/or necessary repairs to the correct department.

Listen attentively, avoid interrupting, and communicate clearly and appropriately.

  • Refrain from gossip, abusive language and behaviors.
  • Use AIDET every time (see glossary below). 
  • Actively listen by being fully engaged and providing my undivided attention to eliminate any distractions. 
  • Use language and terminology that is easily understandable.
  • Encourage questions and offer choices as appropriate.
  • Welcome feedback from team members.
  • Apologize for delays, keep patients and guests informed and reschedule appointments as appropriate (AIDET, Service Recovery).
  • Assume personal responsibility for receiving and responding to official departmental, entity and system-wide communications.

Take responsibility and be accountable.

  • Conserve resources.
  • Follow through with commitments and obligations in a positive and timely manner. 
  • Act like an owner – take care of equipment and facilities as if I own them. 
  • Be proactive in resolving concerns, even in difficult situations. 
  • Apologize for problems or inconveniences, and initiate actions to resolve them (Service Recovery).
  • Find a team member who can fulfill a request when I cannot.
  • Attempt to resolve issues one-on-one before using the chain of command.
  • Take ownership of patient requests or concerns, whether it’s my job or not.

Exceed expectations for our patients and guests, and each other.

  • Demonstrate a commitment to providing or contributing to exceptional patient and family experiences through decision-making, behaviors, attitudes and actions based on empathy and sensitivity.  
  • Engage patients and, as appropriate, family members and guests in their care and service. 
  • Escort anyone who requires assistance or find someone who can (such as Security or Volunteer Services). 
  • Pursue desired outcomes with relentless personal commitment, engagement, and follow-through. 
  • Inform patients about their plans of care and provide explanations for any delays (AIDET).
  • Offer comfort measures when appropriate.
  • Answer all call lights and phones promptly.
  • Recognize patients’ and guests’ sense of urgency and show them I value their time.
  • Resolve patients’ and guests’ needs and contact the appropriate person for issues I cannot personally resolve (Service Recovery).

Do the right thing – be honest, ethical and trustworthy.

  • Be honest and ethical in all I say and do.
  • Set a good example.
  • Exhibit a commitment to always being open, honest and trustworthy in word, action and behavior.
  • Abide by all policies and Behavior Expectations, and all other applicable laws and regulations.
  • Be fair and just, considering all sides before making a decision.
  • Demonstrate the courage to speak up and do the right thing.  
  • Be reliable and accountable for my actions and treat everyone’s property with care and respect. 

Demonstrate a positive, can-do attitude.

  • Be positive and supportive of our organization and our team members.
  • Come to work with a smile and an attitude of optimism.
  • Speak in a warm, calm and clear tone of voice, using understandable and respectful language. 
  • Keep personal problems from interfering with work responsibilities.
  • Apologize for my mistakes and take corrective actions (Service Recovery).
  • Actively search for creative solutions to meet individual and organizational needs with a can-do, flexible, positive approach.
  • Offer potential solutions when I present a problem. 

Encourage teamwork and cooperation.

  • Be honest, sincere and truthful in all interactions. 
  • Create and participate in a team environment where team members see honest feedback as valuable, not as criticism.
  • Achieve common goals together by building each other up and sharing successes, failures, information and ideas.  
  • Display the behaviors, attitudes and actions of a team player, demonstrate openness and be welcoming to our team members. 
  • Respect the ideas, opinions, expertise and diversity of my coworkers.
  • Do not consider my own work done until my team’s work 
  • is complete; assist team members who are struggling with 
  • their workloads.
  • Serve as a resource to other departments as needed.

Show gratitude and appreciation.

  • Use “please” and “thank you” in conversations. 
  • Build relationships through respect, coaching, recognition and encouragement of our team members.
  • Express gratitude and appreciation.  
  • Welcome and support new team members with warmth and respect.
  • Thank patients for trusting us to meet their needs (AIDET).


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.