2MCHS Mission Statement Medical Center Health System is a community-based, teaching organization dedicated to providing high quality healthcare and improving the health and wellness of all residents of the Permian Basin.
3To be the premier source for health and wellness. MCHS Vision StatementTo be the premier source for health and wellness.
11Accountability Standards Attendance (Work, meetings, be on time)Adherence to Policies and ProceduresStaff EngagementEliminate 3 B’s (Bickering, Back-Biting, Blame)
12Customer Service Standards Positive AttitudeProfessional Demeanor (Neat Scrubs)Greeting (Greet Everyone)No Gossip, Rudeness, Foul Language
13Communication Standards Body Language ( What are you saying with you body language)Tone of Voice (Have a Positive Tone)Etiquette (Never Type in All Caps)No Excuses (Positive Communication and Attitude is a Must)
14Communication Standards “Excuses are the nails used to builda house of failure.” ~Don Wilder and Bill Rechin“Excuses are the tools with whichpersons with no purpose in viewbuild for themselves great monuments of nothing.”~Steven Grayhm
15Telephone Communication Standards Telephone Greeting ( Thank you for Calling Medical Center Hospital, this is….)Telephone Transfers/Holds (Do not leave customers on hold for extended periods)Personal Telephone Usage (Do not use cell phones in patient care areas)Use of electronic Devices (Do not use iPads etc. in pateint care areas)
16Personal/Environmental Standards Professional Appearance (Neat hair and Scrubs)Adherence to Dress Code PolicyTrash and Spills (Pick up trash and report spills if you see them)Common Areas Neat/Free of Clutter
17Elevator/Hallway Standards Friendly GreetingOffers of AssistanceElevator Etiquette (Don’t talk about patients)Patient and Hospital Privacy (Remember HIPAA)
18Privacy and Confidentiality Standards Access Patient Data (Access for work only)Patient Privacy (Keep patient information out of sight)Noise Level (Control your voice in patient care areas)Personal Conversations (Make sure they are in private areas)
19Excellence Standards Committee/Team Participation Community Event ParticipationEducational/Personal GrowthGo Above and Beyond