Reviewed October 2013 - VP

Treat others as you want to be treated. RESPECT Treat others as you want to be treated. I WILL ALWAYS . . . Acknowledge and respond to everyone in a non-judgmental way Recognize, respect and respond to the cultural, religious and personal differences of our customers Address patients with the appropriate title or surname

Respond with sympathy and empathy. COMPASSION Respond with sympathy and empathy. I WILL ALWAYS . . . Reach out, reassure and comfort those who are experiencing a personal hardship or who seem fearful and/or anxious Be attentive to customer’s comments, body language and voice tone and offer assistance Apologize for inconveniences, anticipate dissatisfaction and intervene immediately. Think service recovery.

Give a hand whenever you can. TEAMWORK Give a hand whenever you can. I WILL ALWAYS . . . Be cooperative, respectful and help one another get the job done Remember all customers are part of the team, each contributing their own qualities Treat co-workers with the same respect and positive attitude. Having a bad day is not an excuse for a bad attitude.

If not you, who? Own it and follow through. ACCOUNTABILITY If not you, who? Own it and follow through. I WILL ALWAYS . . . Accept responsibility and be accountable for my own actions, as well as the team’s actions Take pride in the organization as if I own it Do my best to not create unnecessary work for others Understand and respect the importance of my role here and how it affects the hospital’s overall success

Be the best that you can be. PROFESSIONALISM Be the best that you can be. I WILL ALWAYS . . . Adjust my attitude before every interaction Maintain the highest professional standards and quality of performance in everything that I do Follow the dress code and wear my photo ID badge so that it is visible at all times Remember the first impression is the lasting impression. I represent the organization Refrain from personal conversations with coworkers and /or electronic communications when attending to my patients

Listen, Respond and Seek Clarity. COMMUNICATION Listen, Respond and Seek Clarity. I WILL ALWAYS . . . Greet everyone with a smile, establish eye contact, and introduce myself by name and role Use common courtesy (thank you/please) in all conversations Provide frequent updates regarding wait times and delays Actively listen and adapt responses to customers to make them feel comfortable, understood and respected. Resolve conflicts in a private setting, avoid public confrontation

INTEGRITY Do the right thing. I WILL ALWAYS . . . Maintain confidentiality, respect human dignity, for example ie: DO NOT SPREAD RUMORS OR GOSSIP Do the right thing by following policies and procedures. Quality counts! Maintain an honest and ethical demeanor. Be committed to our mission and values for the success of our organization. Do the right thing.

Join Us In Our Quest For Service Excellence! Thank YOU for ALWAYS being your best at what you do! Please answer the questions to the test.