Mission, Vision & Values TRMC Centralized Annual Update Module Mission, Vision & Values Section 1 September 2014

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Welcome to the Centralized Annual Update Module and Test This Module will be divided into 6 sections Each section is designed to complete individually, so you can finish it quickly and return to take the next section . The 6 sections are: Mission, Vision and Values General Safety Emergency Response Infection Prevention Patient’s Rights Patient Population.

Description of the Course The Centralized Annual Update (CAU) Module was created for all TRMC employees in order to update all mandatory and regulatory requirements. It is a combination of the former Annual and Clinical Skills Update. The participants will first review this Module and other assigned reading material as designated, then complete the post test after each section. Some employees, depending on their position, will complete additional modules. During the last week of October all employees will attend the Skills Stations, where they will complete all the assignments according to their Departmental Profile.

Learning Objectives By the end of the module and update you will be will be able to: Meet regulatory standards and requirements Respond to various situations and events according to hospital policies and processes Explain TRMC internal processes and standards Implement best practices competently based on your scope of practice

Now off to the First Section!

Section 1 Includes: Mission, Vision and Values (Policy # 10-1002) Customer Service Standards (Policy # 10-1087) Organizational Performance Improvement Plan (Policy # 10-1028) Harassment (Policy # 15-2049)

Mission Vision and Values Key Points: Tulare Regional Medical Center’s Mission, Vision and Values are our guiding principles and the cornerstone of our organization. All employees of TRMC should be aware of, and be able to describe our Mission, Vision and Values. The following slide displays the Mission, Vision and Values (MVV) of TRMC. The MVVs are posted throughout our organization. The contents are also available in Policy # 10-1002 Organization Mission, Vision and Values Statement.

Focus on Service Excellence Performance-Driven Mission: To develop the best-in-class, performance-driven, integrated delivery system focused on wellness and improving the health status of the community. Vision: Provide high quality, lower cost integrated delivery system focused on wellness and improving the health status of the community. To be recognized as one of the best integrated delivery systems in the country. Best place to work. Best place to practice. Best place to receive care. Values: Honesty and integrity Innovation and creativity High quality, lower cost care Service excellence Results-oriented Teamwork and mutual accountability Forward-thinking Culturally competent team and organization Focus on Service Excellence

Customer Service Standards Key Points: Our Customer Service Standards reflect our Customer Service Program entitled Achieving Excellence: You make a Difference (and are part of our Values). Review Policy # 10-1002 Customer Service Standards on the next few slides. The standards are signed by all employees and are the expected behavior of all employees (based on the GVALHI). They are designed to assure all employees are committed to our TRMC culture of service excellence.

The GVALHI Expected Behaviors (refer to policy for detail): Greet (eye contact.smile.introduce.engage.appropriate dress) Value (attention.empathy.opinions.needs.respect) Ask (open-ended questions, watch body language) Listen (actively.focus.body language.attitude.clarify) Help (needs.involve.take them.willing.more than asked.word) Invite (ask anything else.thank.leave with great feeling) Each Department has their own set of standards which will guide daily practice and enhance the customer service standards

TRMC Organizational Performance Key Points: Refer to Policy # 10-1028 A Performance Improvement Plan assists the organization in reviewing processes and systems (collecting data) and identifying opportunities for improvement. All departments monitor processes that may be high-volume or problem prone. Promotes positive patient outcomes Performance Improvement Committee is multi-disciplinary and meets at least quarterly You may be asked to be on a STARS Team (STARS: Study an Issue, Choose a Team, Develop an Action Plan, Evaluate the Results and Monitor the Statistics) or assist in collection of data.

Together Everyone Achieves More! T.E.A.M. Together Everyone Achieves More!

CHARACTERISTICS OF EFFECTIVE TEAMS Members willing to achieve. Members listen. Willingness to resolve conflict. All energies toward the issue versus interpersonal problems. Roles are balanced. Risk taking is encouraged. Evaluate own performance. Climate of trust. Common goal.

Harassment Key Points: Refer to Policy # 15-2049 To assure an environment free from harassment, TRMC strictly prohibits physical, verbal and/or visual conduct by any customer (internal or external) which creates an intimidating, offensive or hostile environment. Supervisors are responsible to assure a workplace free of harassment. Employees harassed or witnesses of harassment need to report the occurrence ASAP to their supervisor or to the Director of Human Resources. Strict confidentiality will be held. After thorough investigation, if any staff member found to have engaged in harassment, will be subject to disciplinary action, up to termination.

Thank you for Viewing Section 1 You may now return to take the first Section 1 test, then move on to Section 2. Good Luck!