William Newton Hospital
 Service Standards and Behavior Guidelines



STANDARDS OF PERFORMANCE

I will smile, greet, and introduce myself at the beginning of each new interaction, as I am privileged to serve you. I will answer the telephone promptly and kindly provide my name and department.

My warm and gentle welcome will provide reassurance and confidence in times of worry.

I will be considerate of a patient.s family and friends; they are important to the patient and they are important to me.

My attitude and actions will make a difference in your care. If I am rude, so is the hospital. If I am negative, so is the hospital. If the care I provide is excellent, so is WNH.

My name badge will be worn as I am proud to be an employee.

I will communicate effectively and with empathy and cultural understanding.

I will promote accountability by being responsible for my own actions. You can count on me.

I will be self- motivated and driven to perform at my highest level.

I will demonstrate respect by treating others as I would expect to be treated. I will accept constructive feedback.

I will take ownership in WNH. I will be prideful about the appearance of WNH facilities; I will pick-up after myself, co-workers and patients to ensure that our environment is clean and inviting.

I will be embrace new technology and proven medical research. I will be accepting of change if it results in better outcomes for our patients and organization.

My actions will be based on honesty, moral principles and sincerity. I will not judge others.

I will be positive and approachable. I will take issues to those it directly concerns with a solution in mind.

I will be a team player. I will support co-workers in every department and offer a helping hand when in need.

My wisdom will be shared with all employees. I will help them, and not allow them to fail.

I AM William Newton Hospital.
I represent excellence, both internally and in the community.
I make a difference.

YOUR COMMITMENT TO EXCELLENCE MATTERS.

Employees of William Newton Hospital have developed Standards of Performance to align with our mission, vision, and values. The purpose is to provide clear expectations, improve customer service to both our patients and our co-workers and to increase patient satisfaction and employee retention. We are dedicated to creating and maintaining a culture of excellence.


I understand that if I am offered employment with William Newton Hospital, I will pledge to demonstrate only the highest level of professionalism and integrity. I acknowledge that these standards are required to be upheld; I will hold myself and my co-workers accountable. I agree to be respectfully reminded of such standards if I fail to uphold the culture of William Newton Hospital.

I understand what behaviors are expected of me.
I will demonstrate these work standards, beliefs and behaviors on a daily basis.

I COMMIT TO EXCELLENCE.

I have read and understand the behavior standards for the William Newton Hospital.