MCHS Mission Statement Medical Center Health System is a communitybased teaching organization dedicated to providing high quality healthcare and improving the health and wellness of all residents of the ID: 611359
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Slide1
Mission, Vision and ValuesSlide2
MCHS Mission StatementMedical Center Health System is a
community-based, teaching organization dedicated to providing high quality
healthcare and improving the health and
wellness of all residents of the
Permian Basin.
Slide3
MCHS Vision StatementTo be the premier source for health and wellness.
Slide4
MCHS ValuesI CARE
Integrity, Customer Centered, Accountability,
Respect, ExcellenceSlide5
MCHS “I CARE” ValuesI Integrity
Always do the Right Thing!
Honesty
Trustworthiness
Adherence to Principles
ConsistencySlide6
MCHS “I CARE” ValuesC
Customer Centered
Put the Customer first!
Quality Patient Care
Anticipate Customer Needs
Values Patients/CustomersSlide7
MCHS “I CARE” ValuesA
Accountability
Take Ownership!
Responsibility
Discipline
Transparency
Commit to ResultsSlide8
MCHS “I CARE” ValuesR
Respect
The Golden Rule!
Courtesy
Confidentiality
Acknowledgement
Politeness
Personal DignitySlide9
MCHS “I CARE” ValuesE
Excellence
Go Above and Beyond!
Premier Performance
Teamwork
A Healthy Dissatisfaction with the Status QuoSlide10
Standards of PerformanceSlide11
Accountability Standards
Attendance (Work, meetings,
be on time
)
Adherence to Policies and Procedures
Staff Engagement
Eliminate 3 B’s
(Bickering, Back-Biting, Blame)Slide12
Customer Service StandardsPositive Attitude
Professional
Demeanor (Neat Scrubs)
Greeting (Greet Everyone)
No Gossip, Rudeness, Foul LanguageSlide13
Communication Standards
Body
Language ( What are you saying with you body language)
Tone
of
Voice (Have a Positive Tone)
Email
Etiquette (Never Type in All Caps)
No
Excuses (Positive Communication and Attitude is a Must)Slide14
Communication Standards“Excuses are the nails used to builda house of failure.”
~Don Wilder and Bill
Rechin
“Excuses are the tools with which
persons with no purpose in view
build for themselves great monuments of nothing.”
~Steven
GrayhmSlide15
Telephone Communication StandardsTelephone
Greeting ( Thank you for Calling Medical Center Hospital, this is….)
Telephone
Transfers/Holds (Do not leave customers on hold for extended periods)
Personal Telephone
Usage (Do not use cell phones in patient care areas)
Use of electronic
Devices (Do not use
iPads
etc. in
pateint
care areas)Slide16
Personal/Environmental StandardsProfessional
Appearance (Neat hair and Scrubs)
Adherence to Dress Code Policy
Trash and
Spills (Pick up trash and report spills if you see them)
Common Areas Neat/Free of ClutterSlide17
Elevator/Hallway StandardsFriendly Greeting
Offers of Assistance
Elevator
Etiquette (Don’t talk about patients)
Patient and Hospital
Privacy (Remember HIPAA)Slide18
Privacy and Confidentiality StandardsAccess Patient
Data (Access for work only)
Patient
Privacy (Keep patient information out of sight)
Noise
Level (Control your voice in patient care areas)
Personal
Conversations (Make sure they are in private areas)Slide19
Excellence StandardsCommittee/Team Participation
Community Event Participation
Educational/Personal Growth
Go Above and Beyond