• Connecting Our Team Members to Exceptional Patient Experience

    Mission – Connecting the best doctors, service and quality. Every patient, every time.

    Vision – The best choice of doctors, care teams and patients.

    Standards of Behavior:

    1. PUT PATIENTS AND CUSTOMERS FIRST
    • I will treat patients with dignity and respect.
    • I will include patients in decisions about their care.
    • I will communicate clearly and answer questions to ensure understanding.
    • I will deliver Exceptional Patient Experience.
    • I will be responsive in following through & meeting my commitments to my internal and external customers on a timely basis.

    2. CARE AND COMPASSION FOR EVERYONE WE TOUCH
    • I will listen with care and empathy, avoid interrupting and confirm what I have heard.
    • I will acknowledge questions or concerns and meet immediate needs or find someone who can help.
    • I will remember every department is equally important.
    • I will communicate with words and actions that convey respect for others.
    • I will treat others the way I want to be treated and we speak up when I observe disrespectful behavior.

    3. SERVICE RECOVERY
    • I will strive to make things better by listening and responding with respect, empathy and compassion when encountering a challenging patient/customer experience.
    • I will apologize for not exceeding expectations and anticipate future problems.
    • I will develop fresh ideas that provide solutions to all types of workplace challenges.

    4. ATTITUDE IS EVERYTHING
    • I will choose to have a positive attitude.
    • I will immediately welcome every person with eye contact, a smile and a friendly greeting.
    • I will be on time, available and willing to get the job done right.
    • I will build strong relationships by treating every person with kindness, respect and dignity.
    • I will recognize our patients are not an interruption; they are our reason for being here.

    5. COLLABORATIVE AND COURTEOUS COMMUNICATION
    • I will listen and think before speaking.
    • I will use easily-understood and appropriate language when speaking with patients and coworkers.
    • I will use adult conversations to resolve issues—go directly to the coworker involved.
    • I will keep all interactions positive and discuss internal issues only with those who need to know.
    • I will not embarrass or criticize patients or coworkers in the presence of others.
    • I will communicate with words and actions that convey respect for others.

    6. SHOW PRIDE
    • I will take ownership of my position responsibilities and I will be a productive employee to Millennium.
    • I will feel a sense of satisfaction towards the job that I do.
    • I will be committed to ensuring a safe environment to achieve zero harm to employees, our patients and their families.
    • I will keep public places, work areas and meeting rooms clean, clutter free and safe.
    • I will consistently present a professional, businesslike image to patients, customers, visitors and the community as outlined in our employee handbook.

    7. GO ABOVE AND BEYOND EACH DAY
    • I will create positive, meaningful and memorable experiences through service excellence.
    • I will provide the highest quality when caring for patients and interacting with co-workers
    • I will create an environment that fosters a positive and quality patient experience each time for every patient, every time.
    • I will take ownership for my office/department and be a role model in providing the utmost service to patients, providers and fellow coworkers.
    • I will never say “It is not my job.”

    8. CULTURE OF TEAMWORK AND TRUST
    • I will show appreciation and support to staff that come to my aid from other units and departments.
    • I will not call out of work unless unavoidable.
    • I will not engage in gossiping, non-verbal insinuations or undermining of my fellow coworkers and team members. We’re all in this together!
    • I will be respectful towards my workplace and believe the best in my Leaders. I trust they are doing their very best for our team.
    • I will celebrate each other’s achievements and successes.
    • I will create a positive environment with recognition of my colleagues for performance that exceeds expectations.

    9. EMBRACE CHANGE AND INNOVATION
    • I will suggest new ways to create value for patients. I trust my thoughts and ideas will be heard and respected.
    • I will be open to change and not afraid to ask questions.
    • I will encourage innovation and constant improvement in efficiency and effectiveness.
    • I will focus on the gains, not the pains I change
    • I will accept additional responsibilities whenever possible.
    • I will maintain a high level of competence in my job, taking advantage of opportunities to learn and develop new skills.

    10. COMPLIANCE AND CONFIDENTIALITY
    • I will honor the trust others place in us and we protect everyone’s privacy and confidentiality in all situations.
    • I have an Ethical and moral responsibility to report unsafe areas, behaviors, activities or wrong choices to protect our patients, co-workers and community
    • I will visibly wear my ID badge in an appropriate place.
    • I will only access patient information for patients under my direct care.
    • I will be compliant in completing all mandatory training and maintain appropriate credential/licensure.

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