Public Behavior

• Always introduce yourself.
  
• Acknowledge all who are present: patients, customers, family and guests.
  
• Always say “Please” and “Thank You”.
  
• Practice good elevator manners.
  
• Rudeness is never appropriate
  
• Negative, condescending, or foul language will not be tolerated.

Teamwork

• Smile, it’s contagious!
  
• Respond promptly to all requests in a caring and respectful manner.
  
• Treat others as you would want to be treated.
  
• Welcome new co-workers in a positive manner.
  
• Share information, knowledge, and experiences with co-workers.
  
• Take initiative in helping others- it is everyone’s job.
  
• All VVRH employees should be treated with respect for their contribution. 

Communication

• If possible, answer the telephone within three rings.
  
• Use proper telephone etiquette along with telephone and voice mail scripting.
  
• Greet customers with direct eye contact when offering assistance.
  
• Be appreciative of our patients.  Don’t act “put out” while assisting others.
  
• Avoid confusion by speaking in terms that can be easily understood.
  
• If customers or visitors need directions assist them to their destinations.

Appearance

• Dress professionally or wear appropriate apparel at all times.
  
• Wear name badge appropriately.
  
• Always practice good hygiene.
  
• All customers judge Valley View Regional Hospital by your appearance, so dress to impress.

Environment and Safety

• When identifying a problem, take the necessary steps to correct it-immediately.
  
• Dispose of litter or contact Environmental Services as soon as possible.
  
• Return carts, wheelchairs, and other items to their appropriate areas.
  
• Keep our work environment neat, tidy and safe.
  
• Think Safe, Act Safe, Be Safe . . . We are responsible for the safety of our customers, patients, visitors, and employees.
  
• Be aware of emergency procedures and report any security risks immediately.

Privacy

• Do not discuss patient or employee information in public areas, such as elevators, halls, cafeteria, or stairways.
  
• Do not discuss hospital business or patient information outside of the hospital.
  
• When talking to or about a patient, make sure to talk at a level that no other person can hear what you are discussing.
  
• Remember the patient’s privacy when communicating with the family.
  
• All patient information to be disposed of should be shredded or placed in a shredding container – not a trash container.
  
• Keep all medical information confidential.

Modesty

• Knock and wait for a response before entering the patient’s room.
  
• Make sure patients are fully covered when in their room, walking around or during transport.
  
• Respect the patient’s modesty by pulling curtains, using screens and shutting doors.

Ownership

• Always know and understand your job responsibilities.
  
• Adhere to all Valley View Regional Hospital policies & procedures.
  
• Strive to do the job right the 1^st time.
  
• Look beyond your assigned task, and do not say, “It’s not my job.”
  
• Perform your work in a timely manner and pay attention to details.
  
• Live the values of this organization:

SERVICE: We believe that being willing and prepared to recognize needs of others and contribute to their well-being is the essence of our existence.  We will always demonstrate a commitment to doing important work that looks beyond ourselves to the service of others.

DIGNITY: We believe that each person is a unique and special individual worthy of respect.  We will recognize diversity and create a climate built on openness, compassion, and trust.

INTEGRITY: We believe in being honest and fair in all our relationships. We will be accountable for effectively managing the human and financial resources entrusted to us.  We will strive to inspire our people to develop their talents to the fullest.

COMPASSION: We strive to provide compassionate care based on strong values to all patients in need.