1. Mission, Vision and Values

2. MCHS Mission Statement
Medical Center Health System is a community-based, teaching organization dedicated to providing high quality healthcare and improving the health and wellness of all residents of the Permian Basin.

3. To be the premier source for health and wellness.
MCHS Vision Statement
To be the premier source for health and wellness.

4. Integrity, Customer Centered, Accountability,
MCHS Values
I CARE
Integrity, Customer Centered, Accountability,
Respect, Excellence

5. Always do the Right Thing!
MCHS “I CARE” Values I
Integrity
Always do the Right Thing!
Honesty
Trustworthiness
Adherence to Principles
Consistency

6. C MCHS “I CARE” Values Customer Centered Put the Customer first!
Quality Patient Care
Anticipate Customer Needs
Values Patients/Customers

7. A MCHS “I CARE” Values Accountability Take Ownership! Responsibility
Discipline
Transparency
Commit to Results

8. R MCHS “I CARE” Values Respect The Golden Rule! Courtesy
Confidentiality
Acknowledgement
Politeness
Personal Dignity

9. E MCHS “I CARE” Values Excellence Go Above and Beyond!
Premier Performance
Teamwork
A Healthy Dissatisfaction with the Status Quo

10. Standards of Performance

11. Accountability Standards
Attendance (Work, meetings, be on time)
Adherence to Policies and Procedures
Staff Engagement
Eliminate 3 B’s (Bickering, Back-Biting, Blame)

12. Customer Service Standards
Positive Attitude
Professional Demeanor (Neat Scrubs)
Greeting (Greet Everyone)
No Gossip, Rudeness, Foul Language

13. Communication Standards
Body Language ( What are you saying with you body language)
Tone of Voice (Have a Positive Tone)
Etiquette (Never Type in All Caps)
No Excuses (Positive Communication and Attitude is a Must)

14. Communication Standards
“Excuses are the nails used to build
a house of failure.” 
~Don Wilder and Bill Rechin
“Excuses are the tools with which
persons with no purpose in view
build for themselves great monuments of nothing.”
~Steven Grayhm

15. Telephone Communication Standards
Telephone Greeting ( Thank you for Calling Medical Center Hospital, this is….)
Telephone Transfers/Holds (Do not leave customers on hold for extended periods)
Personal Telephone Usage (Do not use cell phones in patient care areas)
Use of electronic Devices (Do not use iPads etc. in pateint care areas)

16. Personal/Environmental Standards
Professional Appearance (Neat hair and Scrubs)
Adherence to Dress Code Policy
Trash and Spills (Pick up trash and report spills if you see them)
Common Areas Neat/Free of Clutter

17. Elevator/Hallway Standards
Friendly Greeting
Offers of Assistance
Elevator Etiquette (Don’t talk about patients)
Patient and Hospital Privacy (Remember HIPAA)

18. Privacy and Confidentiality Standards
Access Patient Data (Access for work only)
Patient Privacy (Keep patient information out of sight)
Noise Level (Control your voice in patient care areas)
Personal Conversations (Make sure they are in private areas)

19. Excellence Standards Committee/Team Participation
Community Event Participation
Educational/Personal Growth
Go Above and Beyond