MISSION:
The mission of Newberry County Memorial Hospital is to promote a healthy community and to provide exceptional Healthcare with a personal touch.
VISION:
Newberry County Memorial Hospital and its medical staff will be recognized as the leaders in promoting a health community and as the healthcare providers of choice for Newberry and surrounding communities.
VALUES:
Quality Improvment Up Front, Open Communication Attention to Detail Loyalty Integrity & Innovation Trust & Teamwork You
Compassionate Care Appreciation of Human Dignity Responsible Finances Exceptional Service
SERVICE EXPECTATIONS:
The NCMH Healthcare team is comprised of employees, volunteers, and physicians as well as outside services from approved vendors. Every team member CARES about the patients, families, and fellow employees as well as for the facility and its equipment. To achieve this goal of providing exceptional care to all, it is imperative that each individual be treated with dignity, respect, and compassion. Each employee, volunteer, and physician in the NCMH team is expected to understand and demonstrate the following behaviors that represent NCMH's commitment to service excellence: Courteous, Attentive, Respectful, Enthusiastic, and Safe.
Courteous
I will welcome patients and families to NCMH and/or my department with a warm smile and a courteous greeting.
I will always introduce myself and my department to patients/families during each visit.
I will open doors and assist "customers" within NCMH. This includes escorting them (not pointing) to where they need to go or finding someone who can assist them.
I will wear my ID badge and look professional per policy at all times.
I will answer all phone calls with "Thank you for calling NCMH (dept. name), this is (your name), how may I help you?"
I will speak slowly and in a courteous, friendly manner.
If the person to whom a caller needs to speak is not available (and no one else can help them), I will document all information so that the call may be returned and tell the caller the name of the person who will be calling them back and an approximate timeframe in which they can expect the call.
All phone calls will be returned before I leave for the day unless the caller has been told to expect a return call in a different timeframe.
Before transferring a call, I will give the caller the name and phone number of the person to whom they are being transferred.
I will talk quietly and be aware of my surroundings at all times.
I will be polite in all communications -- in person, in writing, by phone, by fax, or by mail.
Attentive
I will listen to each patient/customer closely and identify his/her needs.
I will seek each patient's input and include him/her in making healthcare decisions. This includes providing information as well as inviting and answering questions in non-technical terms easily understood by all.
I will provide emotional support to the patient and, as appropriate, their family/support system.
I will always acknowledge each patient/customer immediately when he/she arrives and keep him/her informed of time of service. If a delay occurs, I will inform the person about the delay and offer to reschedule.
When passing a patient's room and the patient calls out for assistance, I will attend to the patient's needs or find the appropriate person to assist.
Before leaving a patient's room, I will always ask the patient if there is anything I can do to help him/her and take the time to assist as requested.
I will make eye contact and speak in hallways as well as within my work area to patients, families, and coworkers. I will demonstrate friendliness, attentiveness, concern, and a caring personal touch.
Respectful
I will acknowledge others and treat them with dignity and respect in action, words, and deeds.
I will always knock on the door and identify myself before entering a patient's room.
I will always tell the patient what I am going to do before I begin caring for the patient. I will always respect the patient's need for privacy/modesty by keeping the door shut and properly covering the patient during procedures to avoid exposure.
I will refrain from speaking negatively or discussing problems in front of, or within ear shot of patients, families, customers, or co-workers.
I will respect differences in values, cultures, beliefs, and ages and will incorporate my awareness of diversity into all my daily practices.
I will refrain from discussing anything related to patients/employees or hospital business in non-clinical areas or any public areas nor will I discuss hospital business/patients with persons not directly involved with the patient or subject matter. This includes hospital employees who may be patients.
I will refrain from the use of abusive/disrespectful language, including cursing, with everyone.
Enthusiastic
I will come to work on time, ready to focus on customers/patients and be accountable and responsible for my performance.
I will assume and complete all duties assigned to me and not expect someone else to do them.
I will complete work orders/report broken equipment immediately.
I will value co-workers/colleagues for their contributions and demonstrate respect and support through teamwork in action, word, and deed.
I will welcome new employees, introduce myself, and offer assistance as needed.
I will accept constructive criticism objectively and use it to improve my performance.
I will never say "That's not my job."
I will be timely in my work and meet all established deadlines.
I will always represent NCMH in a positive manner at work and in the community.
Safe
I will abide by all HIPAA privacy/security policies in relation to patients and customers in all forms, including Meditech.
I will follow the facility and departmental dress code.
I will help keep my department neat, clean, and free of odor by emptying trash and cleaning spills quickly and correctly as well as picking up after myself.