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.
- 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.