I CARE TGMC Standards of Behavior
Integrity Do the right thing, at the right time, for
the right reason n Be a responsible team member who is honest, trustworthy, ethical, fiscally responsible and maintains confidentially and accountability for all my actions.
n Discuss personal and professional problems as well as issues and staffing concerns away from customers.
n Dress to reflect respect and professionalism, being mindful of what my appearance communicates.
n Admit when I make a mistake, learn from it, so I don’t repeat it and move on.
n Solve problems, rather than blame others or offer excuses and apologize for inconveniences.
n Recognize a potentially negative situation before it becomes a problem and intervene immediately by using the service recovery process.
n Value and support my fellow team members, realizing together we are TGMC.
n Constantly realize that every action I take affects the customer.
Communication Effective communication is the key to
understanding one another n See each person as a unique individual, being sensitive to life experiences, circumstances, and situations when assessing needs and communicating information.
n Acknowledge a customer’s presence at once, smile, make eye contact, and introduce myself and give them my undivided attention.
n Use body language to let others know they have my attention.
n Listen with empathy, confirming what has been heard.
n Always ask “Is there anything else I can do for you? I have time.” before leaving a patient and/or family member.
n Make meaningful connections with others.
Attitude Create an exceptional place for patients to receive care, staff to work and
physicians to practice medicine. n Use my one opportunity to make an outstanding first impression.
n Look beyond my assigned task and proactively take ownership in helping when needed.
n Perform unusually good acts and exceed expectations.
n Keep a sincerely good attitude by smiling, being friendly and courteous and saying please and thank you.
n Never let great work go unnoticed. Recognize fellow team members who do the right thing.
n Speak positively and respectfully about my fellow team members and other departments.
n Approach situations with a “Can-Do” attitude
©2015 PatientPoint®
www.tgmc.com (985) 873-4141 : 39
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