THE MISSION / VALUES / STANDARDS PAGE
All applicants are required to review our Mission Statement, Organizational Values and Standards of Conduct before continuing onto the Available Jobs and Application pages. Click on your acknowledgement and acceptance of these standards in order to continue.
BRATTLEBORO MEMORIAL HOSPITAL MISSION STATEMENT
Brattleboro Memorial Hospital will provide community-based, quality health services delivered with compassion and respect.
ORGANIZATIONAL VISION
Best patient care experience/every patient; every time Best place to work/employees, volunteers and medical staff
STANDARDS OF CONDUCT
Commitment to Co-Workers
- Be helpful, constructive, compassionate, supportive, and respectful of co-workers.
- In all communication, be kind and sensitive, but be honest.
- Before having a difficult communication with a co-worker ask, “Is it kind, is it necessary, is it true?
- Go the extra distance on assigned tasks. Volunteer for new tasks.
- Assist co-workers when possible & lend a hand of support when needed.
- Acknowledge and draw on the expertise of your co-workers.
- Take pride in your work and that of your co-workers.
- Support and celebrate the success of your co-workers
- Be welcoming and supportive of new employees as it may be a stressful time for them.
- Take responsibility for your mistakes. Accept accountability. Apply what you have learnedfrom your mistake in future situations.
- Be on time and keep on schedule.
- Be productive and use your time well. Your co-workers will appreciate it.
- Honor promises and commitments. Meet deadlines.
- Help to promote a positive attitude in the workplace.
- Remind those who are negative of the unintended consequences – a negative patient oremployee experience, poor morale, and a potential impact on patient safety due to distractions.
- If you have differences, speak to the other person involved to try to resolve the difference. Ifthat is not effective, follow the Conflict Resolution policy.
- Dress professionally and in accordance with appropriate dress for your area.
- Maintain good personal cleanliness & hygiene.
- Don’t participate in rumors or gossip.
Service Recovery
- View complaints/concerns as opportunities to provide excellent service and to improve BMH.
- Thank the individual for bringing the concern to our attention.
- Express your regret for the negative experience. Apologize.
- If you can correct the situation immediately, do so.
- If you cannot, obtain details of the situation and contact information so that it can be resolved.
- Inform the patient/visitor of who will be managing their complaint.
- Report the complaint to the Risk Manager in Quality Management and your manager.
- Follow-up with whoever is handling the complaint to make sure it is resolved.
Visitor/Family Contacts and Communications
- Always wear identification badges while working. Be proud to represent BMH and letvisitors know you are someone they can turn to for help.
- Greet everyone with a smile and eye contact – acknowledge them.
- Be friendly, helpful, compassionate, supportive, and respectful of everyone.
- Try to exceed the expectations of everyone you meet. Strive to make every interaction positive.
- If a visitor looks like they need help – offer to help them, whether to find their way or meetany other need. Assist them until their need is met.
- Walk with visitors to their destination if it is not clear they know where to go/who to see.
- Remember that patient transport comes first. Allow patients in transport to pass, whether inthe hallway or those coming off or getting on the elevator.
- Remember that you represent BMH even when you leave work at the end of the day; striveto always present BMH in a positive light.
Patient Contacts and Communications
- Practice hand hygiene for your safety and patient safety.
- Knock before entering a patient room.
- Speak clearly. Introduce yourself and your role.
- Make every patient feel like they are very important, that you have all the time you need tocare for them, never let them feel you are rushed or don’t have the support you need.
- Explain to patients what treatment they are receiving and why. Answer their questions.
- If patients and families must wait, keep them informed regarding the reason and the lengthof their wait.
- Act as the patients’ advocate. Follow up to make sure all their needs are met.
Privacy
- Respect everyone’s privacy by following all HIPAA requirements.
- Report breaches of confidentiality to management, the privacy officer or the compliance officer.
- Do not access Personal Health Information (PHI) for which you don’t have a need to know –especially the PHI of neighbors or co-workers.
- Do not discuss PHI with anyone who is not authorized to have access and does not needaccess to the information.
- Never discuss PHI in a non-patient care, public area.
- Be aware of who may potentially hear you when you discuss PHI.
