Pledge of Excellence

At Pine Medical Center, each and every staff member takes this Pledge of Excellence.

Hospitality: We are a welcoming community built on openness, kindness, and compassion.

• I will walk visitors to their destination.
• I will treat everyone (including patients, residents, visitors, and co-workers) as a customer by satisfactorily responding to and meeting their needs.
• I will exceed our customers' expectations
• I will go above and beyond traditional duties by providing the "little things" that our patients/residents remember.
• I will display confidence in PMC as a healthcare facility, meaning speaking positively both internally and externally about the facility I work at.
• I will answer the phone promptly by the third ring identifying department, stating name and department and asking, "How may I help you?"
• I will identify myself when calling other departments.
• I will immediately acknowledge an unanswered call light by entering the room stating who I am and asking, "How may I help you?" If I cannot fulfill the request, I will seek out the appropriate caregiver.
• I will leave the patient/resident room asking, "Is there anything else I can do for you? I have the time" and follow through with requests.
• I will respect individual privacy and discuss patient, resident, co-worker, and physician related issues on a need-to-know basis and only in private.
• I will keep patients and their families comfortable and informed. I will update them periodically and apologize for any delays.
• I will help new staff be successful by teaching, explaining, and mentoring in a kind and patient manner.
• I will remember change is inevitable and accept change with an open mind and positive attitude.
• I will be innovative and consistently seek ways to improve services without negatively prejudging new possibilities.
• I will recognize, reward, and celebrate our successes.
• I will reward and recognize team members who participate in facility activities that promote fun, involvement, and team building.
• I will recognize that fun and laughter belong in the workplace; I will laugh out loud and not be afraid to laugh at myself.
• I will be courteous by smiling and initiating and responding to greetings.
• I will never say, "It is not my job." Instead, if I am not the appropriate person to help, I will work to find a solution.
• I will never say I cannot do something because we are "short staffed." I will make time to fulfill requests.
• I will be flexible and show a willingness to help out in order to get the job done. If I have down time, I will ask co-workers if I can help them.

Stewardship: We will utilize resources responsibly.

• I will follow PMC policies related to breaks, personal phone calls and overtime.
• I will respect our environment by keeping all public areas clean and free of clutter. I will return equipment to the proper place promptly. If I see a piece of trash on the ground, I will always pick it up.
• I will conserve resources and recycle when possible.
• I will be on time.
• I will respect deadlines and have tasks completed as assigned.

Justice:  We will honor diversity in all people and ideas and advocate on their behalf.

• I will support fellow team members knowing cooperation is expected.
• I will utilize C.A.R.E. principles: courtesy, attitude, respect, and enthusiasm.
• I will always display compassion and empathy regardless of an individual's social, spiritual, economic or educational status.

Respect: We honor every person with dignity and reverence by being aware and celebrating individual needs, choices, and beliefs.

• I will confront behavior that belittles another's race, ethnic heritage, age or gender.
• I will be honest, yet tactful and appropriate.
• I will take steps in resolving complaints. A.C.T.: Apologize, Correct the Problem and Take Action.
• I will treat others as I would like to be treated, avoiding criticizing, condemning and complaining.
• I will discuss problems only with appropriate staff, not patients, residents, or visitors.
• I will praise others in public and coach others tactfully, preferably in private.
• I will remember that my attitude, words, vocal tone, body language, and actions have tremendous power.
• I will tactfully share concerns directly with the person involved by tactfully sharing concerns. I will only bring to my manager if it can't be resolved after meeting.
• I will explain tests/procedures to patients, encourage questions, and provide the customer with choices within my scope of practice.
• I will establish trust by following through on requests and communicating barriers or delays that may occur.
• I will willingly complete tasks assigned by administration/management staff.
• I will appropriately delegate tasks and assignments to staff.
• I will value the dignity of all work. I will take pride in my job at PMC and the accomplishments I make with others.
• I will react only after I have all the information in order to avoid a simple misunderstanding.
• I will come to work prepared to work (name badge and appropriate attire based on department policy).
• I will take concerns to staff so they can help and work with me to find and implement a solution.
• I will check my email and voicemail messages daily when I am at work, if I have access. When out of the office, I will use an out of the office message for both email and voicemail.