Always Take Care
- Be courteous.
- Ask permission.
- Address people by preferred names.
- Do not use profanity
- Respect the diversity in all of us.
- Take time to understand individual needs.
- 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.
- 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.
- 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 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.
- 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
- 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.