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Codes of conduct
ST. JOHN SURGERY CENTER
CUSTOMER CARE
SERVICE OF EXCELLENCE POLICY
One of the goals of the St John Surgery Center is to provide
quality health care services to the community. As an employee
of the St John
Health System, I understand the corporation’s human relations values
and respect for patient’s rights. I recognize that achievement
of excellence in the treatment of those we serve and enhancement of the
environment in which we provide service is the responsibility of each
and every employee. I recognize the importance of good communication
with co-workers, patients, visitors and physicians. I agree to perform
my job in a responsible, caring manner and will conduct all my interactions
by observing the following principles:
1. In every interaction, I agree to treat each person with dignity,
respect and compassion and to conduct business with integrity. The behavior
I exhibit will support the values of the Sisters of St Joseph and the
services I render will be done so in an ethical manner.
2. I agree to maintain and enhance the self-esteem of all the people
with whom I speak personally and by telephone.
3. I agree to show respect and warmth to patients, co-workers and visitors
through communicating appropriately, e.g., greeting people by name, using
Mr., Mrs., Ms., Dr., acknowledging their presence, smiling, asking how
I can help.
4. I agree to provide explanations of procedures, rules and policies
that apply to the patient and their family, and to answer their questions
in a professional, pleasant and informative manner.
5. I agree to provide reasonable responses to reasonable requests for
service made by my co-workers, supervisors, doctors and patients.
6. I recognize that I am responsible for protecting the confidentiality
of patients, families and co-workers at all times and in all places.
7. I agree to handle conflict situations by asking for the person’s
help in solving the problem. I agree to handle complaints and conflicts
in a constructive manner and to offer positive solutions along with complaints
or issues identified.
8. I agree to contribute to a positive working environment in my department
through the following:
· To arrive on time and be in attendance.
· To support teamwork within my department and between departments.
· To do my work to the best of my ability and to strive to continuously
improve the quality of my work.
· To be flexible in both work assignment and schedule.
· To maintain a neat, organized and safe work area.
· To communicate in a professional, pleasant and warm manner.
9. I will act as an ambassador of the St John Surgery Center, and St
John Health System, both in and out of the work place. My conversations
will be positive and constructive. Internal concerns will not be discussed
with or in front of patients, families or physicians. I agree to keep
social discussion out of direct work and patient care areas.
10. I agree to dress and present myself to others in a professional
and conservative manner.
11. I will take responsibility for maintaining a safe work environment
and fulfill my job functions in a safe manner. I will notify my supervisor
immediately of any hazard, injury, equipment problem or potential safety
problem.
By signing this “Code of Conduct” for the St John Surgery
Center, I acknowledge and agree that I have had the opportunity to review
it, understand what it means and will follow it fully. I understand that
refusing to sign this acknowledgment will result in my not being considered
for employment in the St John Surgery Center. I also understand and agree
that this “Code of Conduct” will take precedence over the
Corrective Discipline Action Policy in the SJSH corporate personnel manual.
Failure to demonstrate the behaviors outlined in this “Code of
Conduct” will result in separation of employment at the St John
Surgery Center. Finally, I realize that the corporation maintains an “employment-at-will” philosophy
and that this “Code of Conduct” shall not be considered to
be an employment contract of any type.
________________________________________ _____________________
Employee Signature Date
________________________________________ _____________________
Director, St John Surgery Center Date
Source: St John Surgery Center, St Clair Shores, Mich.
Last updated: March 28, 2002
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