·Putting PATIENTS and families first: Above all, we dedicate ourselves to meeting the physical and emotional needs of those we serve. § Thoughtfully approaches patients and families and considers their individual situations/statuses in order to provide the best possible experience. § Takes pride in UC Health and conducts himself/herself appropriately and professionally at all times. § Anticipates needs of patients, families and co-workers and acts upon those needs before being asked. § Responds to requests from patients, families and co-workers in a timely fashion. § Provides honest information to patients and families in a compassionate manner. § Reacts quickly to inconveniences, mistakes and changing conditions. § Apologizes when necessary and appropriate. § Is respectful of cultural, ethnic or other differences and makes appropriate accommodations to enhance the patient’s experience. § Thoroughly considers impact on patients, families and co-workers when making business decisions. § Values patients, families and co-workers feedback to continuously improve.

· Showing RESPECT: We will treat others in a respectful and compassionate manner. § Greets patients, visitors and co-workers in a warm, friendly manner and uses hallway and elevator etiquette. o Treats everyone as if he or she is the most important person in the facility. o Makes eye contact and acknowledges others. o Allows patients and visitors to enter and exit elevators first. o Walks visitors and patients to their destinations. o Does not discuss patient and organizational information in public spaces. o Develops and maintains positive relationships with co-workers. o Shares knowledge and expertise with co-workers regarding the process or procedure required to carry out specific duties and responsibilities. o Acts as a resource for co-workers. o Provides information that is pertinent to the situation. o Uses easily understood and appropriate language. § Listens to the needs of patients, families and co-workers and responds in a timely and sensitive manner. § Demonstrates verbal and nonverbal communication that is sensitive to the diverse workforce and communities we serve.

· Acting with INTEGRITY: We will be fair, honest, transparent and trustworthy in our decisions and actions, always adhering to the highest ethical standards. § Actions and decisions support the needs of our patients, employees, the organization and the communities we serve. Holds self and others accountable and does the right thing, even when “no one is looking". § Accepts responsibility for words and actions. o Knows, understands and takes charge of job responsibilities. o Listens and acts without bias. § Delivers on commitments. o Does what he/she says he/she will do. § Maintains confidentiality and adheres to Code of Conduct. o Does not disclose or discuss patient information unless there is a job-related requirement. o Does not bill for services that are not performed or for items that are not provided. § Acknowledges conflict and seeks appropriate resolution. § Understands and accepts responsibility for the impact that individual actions have on patients, visitors, co-workers and the organization. § Uses proper lines of communication. § Follows organizational and departmental policies and procedures. · I - Embracing INCLUSION: We will maintain an open mind and seek new and different perspectives to create a welcoming and diverse environment. § Involves employees from other departments when workflow changes may affect other teams. § Actively seeks input from diverse groups in order to positively influence outcomes or decision-making. § Builds strong working relationships with all team members. § Uses interpersonal skills and methods that are sensitive to the diverse workplace and communities we serve. § Treats everyone with courtesy and respect. § Works cooperatively within own and other departments. § Participates in unit or department in-services, meetings and conferences. § Shares responsibility and is accountable for getting work done.

· Seeking DISCOVERY: We will work tirelessly to advance the practice of medicine through research and innovation, as well as training and education. § Identifies challenges or barriers and proactively works to find solutions. · Participates in problem solving activities. § Asks for feedback on performance and is open to receiving such feedback. § Learns about the roles of co-workers and acknowledges each person’s contribution. § Learns about the specific needs of the patients and families we serve and continually strives to exceed expectations. § Seeks new ways of doing work to become more efficient and effective. § Engages in goal alignment and standardization of work processes. § Asks for patients, families and employee feedback to influence performance and experience. § Learns about best practices and evaluates them for potential implementation. § Evaluates current status of experience and performance and seeks out ways to constantly improve.

· Offering EMPATHY: We will respect and honor the dignity of others and provide heartfelt comfort and support. § Practices active listening with patients, families and co-workers. o Makes eye contact and appropriate nonverbal cues during discussions. o Listens to understand rather than preparing to respond. o Repeats back what they have heard to ensure proper understanding before responding. § Considers the little things that can make a big difference. o Thinks through the details before an experience occurs and makes necessary adjustments to enhance the experience. o Delivers on any follow-up items in a timely and thorough fashion. § Senses tone and emotion and adjusts voice and conversation accordingly. § Celebrates moments appropriately and professionally in a thoughtful manner. § Provides personalized care to patients and families, and supports co-workers through life's challenges.

About Us

About the Team