Blue Standards

Always Take Care

Show Respect

  • Be courteous.
  • Ask permission.
  • Address people by preferred names.
  • Do not use profanity

Understand Differences

  • Respect the diversity in all of us.
  • Take time to understand individual needs.

Show Empathy

  • Let people know you are sensitive to their feelings.
  • Accept - do not judge.

Protect Privacy and Confidentiality

  • Eliminate conversations in public places regarding patients and co-workers.
  • Increase awareness of need for privacy of physical (body) and environment: clothing, doors and curtains, draping, transport.
  • Share information judiciously - on a need to know basis.

Treat Gently

  • Create the environment: soften lighting, lessen noise, pleasant aesthetics.
  • Slow down: take time to make eye contact and be attentive to concerns.

Always Take Initiative

Make a Positive First Impression

  • Smile and make eye contact.
  • Always maintain positive non-verbal behaviors.
  • Maintain a positive, willing and flexible attitude; rudeness is never acceptable.
  • Look out for people who appear lost and offer assistance.
  • Introduce yourself - giving name and role.
  • Wear appropriate uniforms or other dress based on unit or department standards.
  • Wear name badge so customers can see it.
  • Be your best on the phone.

Give Information

  • Let people know what, when, where and how.
  • Ask if customer has questions.
  • Repeat/rephrase until customer understands.
  • Don't be afraid to say, "I don't know, but I will find someone who does."

Anticipate Customer Needs

  • Don't wait – act first.
  • Have accessible written information.
  • Explain problems and delays.

Ask How You Can Help

  • Take initiative to ask with respect and openness.
  • Listen compassionately.
  • Ask, "Is there anything else I can do for you?" at the end of each regular patient/customer encounter.

Always Take Responsibility

Assume Ownership

  • Assume there is something we can do and should do for the customer.
  • Be reliable.
  • Match words with actions.
  • Provide clear feedback and information.

Initiate Response to Customer Concerns

  • Listen without judgment or defensiveness.
  • Make no excuses.
  • "Make it right" based on customer feedback.
  • Learn from experiences.

Solve Problems

  • Do something - take action.
  • Look for improvements and be part of solutions.
  • Don't pass the buck - take responsibility for following through.
  • Identify and inform appropriate individuals who can help resolve problems.

Stay Involved and Informed

  • Use factual communication resources (MyMeriter, PRN, staff meetings and leadership forums).
  • Seek to understand the work of other departments and entities.
  • Dispel rumors.
  • Find an opportunity for extraordinary customer service every day.

Always Take Pride

In Yourself

  • Speak the truth.
  • Admit mistakes.
  • Proactively seek ways to maintain personal energy and enthusiasm.
  • Take responsibility to get the information needed.

In Your Environment

  • Limit casual/"social" conversations when patients/customers can hear.
  • Keep your work area clean.
  • Pick up litter and debris in work areas, hallways, patient care areas and public areas.

In Your Team

  • Take responsibility to give appropriate feedback to peers on service behaviors.
  • Be open to feedback from others.
  • Assist one another to provide timely and compassionate care to patients and families
  • Work together as an organization, not only as individuals and departments.
  • Bring out the best in each individual and group, acknowledging others' moments of excellence.
  • Do not engage in negative behaviors such as gossiping, complaining or undermining others

In Our Health System

  • Do not speak negatively of colleagues, leadership or the UnityPoint Health - Meriter system.
  • Advocate for the system: share community feedback within the system.

Meriter Blue Standards

Blue Standards in Action

UnityPoint Health - Meriter feels privileged to be able to care for patients, families and loved ones during times of happiness and sorrow. We believe a community grows stronger and more compassionate by sharing in others' experiences. Please click here and take a moments to learn how our employees put the Blue Standards in action to provide better care for our patients.