advocate sherman hospital Inspiring medicine. Changing lives.
 

Advocate Sherman Hospital Employees believe that a Culture of Service Excellence is the foundation for success at Advocate Sherman Hospital. Thus we incorporate into our daily lives these

Standards of Behavior

Communication, Ownership, Professionalism and Customer Service

Communication

  • I will communicate effectively with all customers, internal and external, by using the AIDET principle when addressing my customers.
  • I will listen attentively by listening first to understand the patient's words, addressing their needs and taking whatever action is necessary.
  • I will provide clear directions by escorting the customer to his/her destination, or finding someone who can.
  • I will use proper telephone etiquette by answering the phones promptly and professionally by identifying my department, my name and asking, "How may I help you?" When completing the conversation ask "Is there anything else I can do for you?"
  • I will use proper communication skills by using the preferred name when addressing patients, using common courtesies, explaining everything I can about their care, and encouraging questions.
  • I will use communication boards effectively, in clinical areas, to explain the important part of their care by identifying key events while minding the patient's privacy.
  • I will use proper meeting etiquette by following the Advocate Sherman Hospital agenda for meetings.

Ownership

  • I will choose to have a positive attitude each day.
  • I will treat others as I expect to be treated, showing consideration, courtesy and respect.
  • I will act as a resource to solve problems.
  • I will take responsibility for a clean and safe environment.

Professionalism

  • I will always maintain professionalism by not tolerating violence, alcohol, weapons or illegal substances in the workplace.
  • I will ensure the confidentiality of every patient.
  • I will make patients needs a priority and assist those who serve patients.
  • I will adhere to the Advocate Sherman Hospital dress code.
  • I will recognize that patients are not an interruption of my work, but the reason I am here.
  • I will know and adhere to my department and system policies, goal, and initiatives.

Customer Service

  • I will use proper elevator etiquette by acknowledging all people in the elevator.
  • I will keep waiting patients informed by rounding and using AIDET.
  • I will use the service recovery principle ACT for all customers.

I have read and understand the Standards of Behavior (above) and I agree to comply with and practice the standards outlined within upon hire.