Powell Valley Healthcare is committed to providing the highest standard and quality of health care to those it serves. Along with PVHC's Mission, Vision, and Values Statements; Behavior Standards are one of our guides for providing patient/resident centered care and provides the basic expectation of service provided by our employees. Living by these principles in our daily activities helps us to build a stronger future for our organization. Our goal is to create a great place for employees to w ork, physicians to practice medicine, and patients/residents to receive care.

This manual was created by the employees for the employees of PVHC. The manual contains principles and their supporting actions, which are used to select new members to the PVHC team and in the evaluation of all current members. We encourage you to closely review these standards. All employees of Powell Valley Healthcare are expected to read and practice these principles.

We look forward to working with you as we continue to serve our community.
The Employees of Powell Valley Healthcare
Powell Valley Healthcare Principles

Our Mission: Why we are here
    To improve quality of life through excellent health care

Our Vision: Where we are going
    To be the provider of choice for excellent health services

Our Values: How we do it
    To be the provider of choice for excellent health services



Our Standards of Behavior based upon our Values:

Integrity - We are honest and ethical in all our relationships and the use of our resources.
  1. I will never discuss customer information or conversations related to internal conflict in public areas.
  2. I will communicate with customers and their family in private; and, close curtains and doors when appropriate to allow for privacy.
  3. I will not use "We/They" when discussing issues.
  4. I will understand the importance of marketing values of patient/resident satisfaction and "riding for the brand" of PVHC to employees, physicians and customers.
  5. I will address all concerns immediately. If I am unable to address concerns, I will seek out assistance from another individual (supervisor, director, manager, and/or peer).
  6. When on duty I will use my time efficiently and effectively. I will arrive to work on time and not misuse the time allotted for break and meal periods.
  7. I will seek to understand and follow organizational and department policies and procedures.
  8. I will look for ways to communicate effectively with others.
  9. I will be accountable, understand my responsibilities, accept them and act on them.
  10. I will refrain from participating in gossip. If I hear gossip, I will either confront the individual, or walk away and when appropriate, I will report offensive and vicious statements.


Respect - We respect the dignity and quality of all people, regardless of their circumstances of position.
  1. I will recognize and acknowledge excellence in others.
  2. I will treat co-workers and other departments as customers.
  3. I will acknowledge each customer's presence and treat all customers individually as a priority.
  4. I will assist in creating a culture that helps people feel appreciated, included and valued.
  5. I will not embarrass or criticize co-workers in the presence of others and will recognize different communication styles, compromising when needed.
  6. I will treat every co-worker as a professional recognizing that we each have an area of expertise and that we can all learn from each other in order to better serve our customers and each other.
  7. I will use appropriate language at all times when I am speaking or sending emails. I will never use profanity and will avoid using all caps.
  8. I will use the "Hello Principle" by acknowledging anyone within 10 feet of me and verbally acknowledging anyone within 5 feet.
  9. I will respect cultural diversity with our employees and customers.
  10. I will use the hallways as an opportunity to make a favorable impression on our customer's family members, and co-workers. I will smile and acknowledge everyone.
  11. I will be appreciative of customers for using our facility and tell them thank you.
  12. I will respect other’s time by being on time for all meetings/appointments.
  13. With the exception of emergencies, I will not interrupt presentations and I will respect all speakers. When attending a presentation, I will be on time coming back from breaks and lunch and will not hold sidebar communications. I will give the speaker the same respect I would want given if the roles were reversed.
  14. I will show respect and dignity to all customers regardless of their situation or their ability to pay.
  15. I will be respectful of my co-worker's privacy and need for a quiet workplace.


Compassion - While providing care, we are sensitive and compassionate about our patients, residents, families, and each other.
  1. I will be as helpful as I can i.e.: Asking, "May I help you?" guiding a customer to his/her destination; and asking, "Is there anything else I can do for you?"
  2. I will listen to customer's, customer family member's and co-worker's concerns in a way that shows them I care. I will not treat customers as an interruption to my work; they are my reason for being here.
  3. I will be sensitive of semi-private room issues
  4. I will provide a comfortable and friendly atmosphere for waiting patients/residents, and family members, i.e. Magazines, TV remote, warm blanket, cups of coffee or water, etc.
  5. I will inform customers of when I will return and ask, "Is there anything you need before I go, I have the time."
  6. When appropriate, I will place reminder calls to customers to confirm appointments.
  7. I will inform customers when shifts will change and who will replace me.
  8. I will manage up my co-workers, other departments, physicians, and my supervisor.
  9. We will let our patients/residents know within 10 minutes what the planned timeline (duration) for their exam will be.


Quality - We are committed to providing quality care and healthcare services.
  1. If I am a member of the nursing staff, I will proactively see to patient/resident needs by participating in Clinical Hourly Rounding.
  2. If I am a member of the nursing staff, I will round with doctors on customers when able, to achieve continuity of care.
  3. I will inform customers of the time frame related to a test/procedure.
  4. I will collaborate with physicians to develop and provide accurate, clear, and easily understood communication to customers.
  5. I will demonstrate that safety is a core value that we will not compromise on and is the foundation of our promise to each other, our customers, and the communities we serve.
  6. I will use Acknowledge-Introduction-Duration-Explanation-Thank you (AIDET) to help our customer better understand his/her care by reducing anxiety and improving clinical outcomes.
  7. I will look beyond one's defined role to add value to serving each other and be proactive in offering assistance where there is a need.
  8. I will continue to educate myself and find opportunities for continuing education.
  9. I will anticipate customer needs prior to call light activation. If a light is on, I will stop and ask, "How may I help you?" and will follow-up and provide assistance or get assistance in a way that demonstrates the care, courtesy and respect our customers deserve.
  10. I will make rounds to evaluate customer needs.
  11. I will use appropriate telephone etiquette which includes:


Accountability - We are responsible for our actions.
  1. I will promote, develop, protect, improve, and preserve the reputation of PVHC.
  2. I will be responsible to address the actions of other employees who choose not to adhere to the principles and values established in this manual. As much as possible, this conversation should happen away from customers and privately.
  3. I will be responsible for establishing and maintaining healthy and trusting interpersonal relationships with all co-workers, patients, and residents.
  4. I will conduct myself as a member of a "solutions" team by engaging in-group problem solving. I will not only identify problems, I will provide ideas for resolution.
  5. I will proactively respond to feedback that I receive from all types of rounding in a timely manner.
  6. Within my role, I will assist in developing an accurate billing statement of customer's accounts.
  7. I will create an environment that encourages teamwork, take responsibility for my own actions, practice good listening techniques, and watch my body language (facial grimaces).
  8. I will be honest and kind in all of my interactions with others.
  9. I will take pride in what I do as demonstrated by dressing appropriately and keeping my work area clean to reflect my respect for family, co-workers, and the community.
  10. I will act like an owner. I will treat company resources as if they were my own, return shared supplies and equipment to the proper areas and not be frivolous or excessive.
  11. I will not focus on blame; I will fix the problem.
  12. I will not take concerns personally. I will focus on the issue and how it can be resolved.
  13. I will not say, "That's not my job" or that "we are short-staffed." If I am unable to meet a request, I will find someone who can and I will communicate this to the customer.
  14. I will display a professional and positive attitude at all times.
  15. I will meet all promised deadlines to co-workers; if I am unable to meet the deadline, I will inform the co-worker in advance of the due date.
  16. I will be dependable and responsible for completing my job duties and, as able, will assist others in completing their duties.
  17. I will be aware of my surroundings and refrain from disruptive behavior such as loud speaking, laughing, slamming doors, or disturbing patients/residents.
  18. I will wear my name identification badge at all times and make sure it faces correctly so customers and staff can read my name.
  19. I will do the right thing - even when no one is watching.
  20. I will not engage in bickering, backbiting, or blaming.
  21. I will be a positive role model and mentor to fellow employees.
  22. I will keep our facility clean by:


I acknowledge that I have received a copy of Powell Valley Healthcare's Behavior Standards.
I understand I am accountable for knowing and exhibiting these behaviors.




Signature

Date Prepared