JCMH

Standards of Performance

(S.P.I.R.I.T.)

Before completing our application for employment, we ask you to carefully review the JCMH Standards of Performance understanding the expectations for all employees.  If you are able to embrace and continually demonstrate these behaviors and want to join an organization purposing to focus on others, we invite you to complete our application and to be considered for employment.

The following Standards of Performance reflects expected behaviors in all interactions with our patients, family members, visitors, and fellow employees.

Service - Respond to patients needs, regardless.  A positive first impression is the first priority.

1. Ensure a safe environment for the patient.
2. Treat each patient as a guest in your home.  Rudeness is never acceptable.
3. Introduce self by first name and establish expectations.  For example, “ Good morning, my name is Jane.  I’m the nurse caring for you today until 7 this evening.  If there is anything you need please ask for me.”
4. Make immediate eye contact and acknowledge each other with a smile.
5. Greet each patient, customer, physician, or co-worker each time met and call him or her by name.
6. Perform “On Stage” behavior.  For example, when transporting a patient, treat him or her as your primary focus.  Talk with them and help them feel that their safety and comfort are your primary concern.
7. Seek out customer contact and assist everyone who appears to need help.  Provide directions and offer to escort customer to destination.
8. Answer phone calls within three rings and acknowledge call lights by the fifth ring.

Performance – Achieve excellence.  Make excellence the goal in all endeavors.

1.      Exceed expectations and do more than the patient or customer asks.  Ask, “What else can I do for you?”

2.      Show sensitivity to the inconvenience caused by delays in treatment or changes in plans.  Update patients/family members at least every 30 minutes.

3.       Show appreciation by saying “Thank you.”

Integrity – Live the values.  Be professional in image, attitude and work.

1. Separate personal or private issues from work.
2. Respect, honor and guard confidentiality of patients.
3. Keep problems behind closed doors.  Do not talk about job-related issues to, or in front of patients or customers.  Be mindful of conversations in public places, i.e. cafeteria, elevators, hallways.
4. Display a positive image and attitude.
5. Demonstrate appropriate dress and neat and clean appearance.  Wear ID Badge at all times making sure it is easily visible to patients.
6. Restrict eating, drinking, socializing, personal business and breaks to “off stage” areas.  Never use cell phone or other phone for personal calls while attending a patient.

 Respect – Honor all individuals.  Communicate effectively and courteously.

1. Listen first, being careful not to assume or prejudice.
2. Acknowledge the patient’s perception.
3. Appropriately address patients (i.e. Mr., Mrs., Ms.)
4. Consistently use proper phone etiquette; put a smile in your voice and identify your area.  For example, “This is John Boyd in Health Information Management. How may I help you?”
5. Acknowledge the individual immediately when a patient or customer approaches.
6. Knock on door and announce your name before entering, to ensure privacy.

 Innovation – Improve constantly.  Develop skills to turn negative service into positive affirmation of others.

1. When asked a question and you don’t know the answer, take the extra step of finding the answer.  Resolve problems on the spot by using HEAT:

Hear them out

Empathize

Apologize for the Situation

Take responsibility for the resolution

Teamwork – Trust and cooperate.  Serve others using a team-centered approach.

1. Recognize and appreciate each other’s performance individually and collectively.
2. Make patient satisfaction a team effort.
3. Hold each other accountable for the success of the team.
4. Take the initiative for helping one another.
5. Treat all staff as members of one cohesive team.
6. Show respect for the team by being at work on time and maintaining work schedule (minimize tardies and unscheduled absences).

I have reviewed the JCMH Standards of Performance and agree to the following if I am employed by Jackson County Memorial Hospital:

I hereby acknowledge that I have received, read, and understand the JCMH Standards of Performance, and further understand that if employed at Jackson County Memorial Hospital I must adhere to the Standards.  Violation of these Standards could result in disciplinary action to include suspension and/or immediate discharge.

I understand that JCMH may modify any of the Standards at any time and will provide a written notification to all of their employees.  The JCMH Standards of Performance is not a contract either expressed or implied.  You as an applicant are free to submit an application for employment consideration and Jackson County Memorial Hospital reserves the right to deny or terminate employment at any time for any reason.

I understand that any oral or written statements to the contrary are hereby expressly disavowed and should not be relied upon by an applicant or employee.

I also understand that if I am employed this document will be placed in my personnel file and become a part of my permanent employment record.

__________________________________________                            _______________________

SIGNATURE, Potential Employee                                        Date

If you are a Current JCMH Employee, please indicate so on the application.

To be considered for a position you must be current on your Employee Health and NetLearning requirements.  You must also not have discipline (written or suspension) on file within the last 12 months. 

Employees may transfer to another position within their department at any time.  Employees may transfer to another position in another department after completing six months employment in the current position.  Employees in Per Diem positions may transfer at any time.