Standards of Performance - Pella Regional Health Center

Standards of Performance

All members of the team at Pella Regional have a role in ensuring that patients and their family members receive the best possible care in a personalized, professional manner. Each of our team members has personally committed to our Standards of Performance.

  • Our job is to provide high quality service with compassion, integrity and excellence.
  • Strive to make a good first impression.
  • Thank customers for choosing Pella Regional as appropriate.
  • Project a positive, can do attitude.
  • Present a clean and professional appearance.
  • Follow dress code policies.
  • Wear identification badge visible at all times on either shoulder, chest pocket or higher.
  • Provide a clean and comfortable environment with attention to detail.
Commitment to Pella Regional Team
  • We will follow the golden rule: treat team members the way we would want to be treated regardless of experience or position.
  • We will breakdown departmental barriers by being cooperative, respectful, honest and accountable to each other.
  • Encourage team morale by supporting one another's ideas, needs and efforts.
  • Address problems or misunderstandings with the appropriate person or supervisor.
  • We will clearly explain the expectations of the services we provide.
  • Always listen and respond with empathy.
  • Utilize resources and technology to enhance communication.
  • Greet everyone in a pleasant manner and introduce yourself as appropriate.
  • Use common courtesy (please/thank you, sir/madam) in all conversation.
  • Offer to walk our guests to/from their destination. If you are unable to personally escort a guest, take him/her to someone who can.
  • Make sure that personal information is kept confidential. Never discuss patients/residents and their care in public areas.
  • Do not gossip or spread rumors.
  • Respect human dignity.
  • Acknowledge a customer's presence immediately. Smile and introduce yourself at once.
  • Acknowledge needs and requests within 3 minutes.
  • Do not leave the area until the person's request has been met or conveyed to the appropriate person.
  • Anticipate needs with every interaction. Say, "Is there anything else I can do for you, I have time?" before you leave their side.
  • Keep customers informed within 15 minutes when they are experiencing a service delay and thank them for waiting.
  • Update a family member/guest within one hour while a patient or resident is undergoing a procedure.
Safety Awareness
  • Correct or report any safety hazards immediately.
  • Report all accidents/incidents promptly to manager.
  • Use standard precautions when appropriate (hand washing, Personal Protective Equipment).
  • Follow safety policies and department protocols to ensure everyone's safety.
Sense of Ownership
  • Take pride in the organization as if you own it.
  • Any employee who receives a customer complaint "owns" the complaint.
  • Accept responsibility for your own actions.
  • Set goals; take steps to improve the quality and efficiency of our organization.
  • Live the values of this organization at work and in the community. Always talk positively, no negative comments.

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Pella Regional Health Center is an Equal Opportunity Employer.

We do not discriminate on the basis of race, color, national or ethnic origin, ancestry, age, religion or religious creed, disability, gender, gender identity and/or expression, sexual orientation, military or veteran status, or any other characteristic protected under applicable federal, state or local law.