GBMC HealthCare Greater Behaviors

Service Excellence Commitment

HEALTH, HEALING, HOPE

The mission of GBMC is to provide medical care and service of the highest quality to each patient and to educate the next generation of clinicians, leading to health, healing, and hope.

VISION
STATEMENT

To every patient, every time, we will provide the care that we would want for our own loved ones.

GREATER
VALUES

The values of GBMC are our GREATER Values of Respect, Excellence, Accountability, Teamwork, Ethical Behavior, and Results.

Name*

RESPECT

I will treat everyone with COURTESY

  • Make every first impression count
  • Be aware of not only what I say but how I say it
  • Welcome warmly: say “Good Morning” or other greeting
  • Smile and make eye contact
  • Acknowledge people by name
  • Introduce myself, department, purpose
  • Value other people’s time
  • Provide guests with directions or assistance (“May I help you?”)
  • Treat others as I would like to be treated

I will foster a HEALING ENVIRONMENT

  • The Patient Always Comes First!
  • Be aware of and minimize noise level
  • Provide an orderly environment and eliminate clutter
  • Avoid personal conversations in patient/visitor areas
  • Protect privacy and dignity of all individuals (pull curtain provide extra gown or blanket; close door)
  • Be attentive to additional needs that provide comfort to others (“Is there anything else I can do for you?”)

EXCELLENCE

I will STRIVE for SUPERIOR PERFORMANCE in every aspect of my work

  • Be willing to learn and teach others
  • Never give up
  • Take pride in my work, always do my best
  • Contribute to process and performance improvement initiatives

I will RECOGNIZE and CELEBRATE the accomplishments of others

  • Share success stories of memorable patient experiences
  • Understand what motivates me and my team
  • Recognize achievements that benefit the organization
  • Thank patients and visitors for choosing GBMC

ACCOUNTABILITY

I will BE PROFESSIONAL in the way I act, look, and speak

  • Choose a positive, “can do” attitude every day
  • Use proper chain of command
  • Be responsible for my actions and words
  • Leave personal business at home
  • Wear identification badge at chest level, facing forward

I will TAKE OWNERSHIP to solve problems

  • Pay Attention to the Details
  • Follow through on all tasks to completion
  • Be empowered, take immediate action to fix things or find someone who will
  • Ask for and accept feedback
  • Have A Questioning Attitude

TEAMWORK

I will BE ENGAGED and COLLABORATIVE

  • Be an active listener
  • Work effectively across interdepartmental boundaries
  • Be in the present moment and give people my undivided attention
  • Look for opportunities to help and contribute to team goals
  • If I don’t understand, I will ask questions
  • Work Together with my Team

I will KEEP PEOPLE INFORMED

  • Set mutually realistic and specific expectations for deadlines, timeframes, and participation
  • Follow-up on status and/or delays
  • Empathize and offer an apology without blaming others
  • Communicate Clearly and Directly
  • Perform Effective Handoffs

ETHICAL BEHAVIOR

I will always act with HONESTY and INTEGRITY

  • Treat everyone with fairness
  • Respect diversity
  • Build trust through open and honest communication
  • Be considerate of all points of views
  • Follow organization policies and procedures (Rules)

I will PROTECT the patient

  • Preserve patient confidentiality
  • Do no harm
  • Support both patient rights and responsibilities

RESULTS

I will SET GOALS and measure outcomes that support organizational goals

  • Prioritize tasks to meet and exceed team goals
  • Commit to quality when executing assigned tasks
  • Know my purpose on the team and my contributions to the organization
  • Promote transparency, share data with appropriate stakeholders or team members
  • Evaluate self performance and make adjustments

I will GIVE and ACCEPT HELP to achieve goals

  • Anticipate and be aware of needs
  • Respond quickly and accurately
  • Be willing to go above and beyond my assigned tasks
  • Be available and accessible

FINAL ACKNOWLEDGEMENT

I have read and understand the content of this Commitment.

I agree to demonstrate these behaviors.

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