“When it came time to graduate and look
for
employment, I liked how Brattleboro was a small
community hospital with good relationships
between the doctors and the nurses.”
-Sean
Emergency Department
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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
Appropriate
- Behavior
- Acknowledge and greet everyone with a smile and
eye contact.
- Exhibit positive and productive behaviors while
at work.
- Treat everyone with respect and recognize the value
of his/her time.
- Remember that everything we say about BMH impacts
our success.
Appearance
- Work attire should be modest, professional and in
accordance with the hospital dress code.
- Identification badges should always be worn, with
names visible, while on duty.
- Personal hygiene should be maintained.
Communication
- All communication should be positive, friendly and
helpful.
- All communication with co-workers should be constructive
and supportive.
- Information about the patients and their care will
not be discussed in any public area including elevators,
lobbies, cafeteria, coffee shop, waiting rooms, or
smoking areas.
- Provide directions proactively in a clear and concise
manner. Offer to escort an individual if they seem
to have difficulty with verbal instructions.
- When communicating by telephone, speak clearly,
identify yourself and your department, and use a helpful
tone.
- When providing a service, introduce yourself and
explain what you are doing for the customer.
- The Conflict Resolution policy should be used to
resolve differences.
Elevator Etiquette
- Before entering an elevator allow those exiting
the elevator to leave first.
- Remember that patient transport comes first.
Customer Relations
- Staff has the obligation to maintain the confidentiality
of Protected Health Information as detailed in the
HIPAA guidelines.
- Staff has the obligation to report breaches of confidentiality
to management or the compliance officer.
- Knock before entering a patient room.
- Honor the privacy of a co-worker who is a patient.
- Respond with compassion and respect to the customer’s
needs.
- Strive to exceed customer expectations every time
for every patient.
- If patients and families must wait, keep them informed
regarding the length of their wait.
Service Recovery
- View complaints as opportunities for improvement.
- Apologize to the customer.
- Thank the customer for bringing the complaint or
problem to our attention.
- Ask for information about the problem.
- Correct the mistake promptly or if you cannot, contact
the person who can.
- Inform the customer of who will be managing their
complaint and report the complaint to the quality
specialist
- Follow-up with the customer and appropriate department.
Commitment to Co Workers/Sense of Ownership
- Don’t participate in rumors or gossip.
- Look beyond assigned tasks and assist co-workers,
when possible.
- Be honest.
- Respect the expertise of co-workers.
- Recognize, acknowledge and learn from your mistakes;
do not blame others.
- Honor promises and commitments.
- Welcome and support the success of new employees.
- Resolve issues directly with the most appropriate
person in a timely manner.
- Take pride in your work.
- Accept accountability for your work and responsibility
for your behavior.
- Recognize and respect that co-workers’ time
is valuable. Keep your own time commitments by being
on time.
If you accept the Standards of
Conduct BMH
offers and strives for,
please click accept to view the following pages
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