Cynthia Brinkman, RN- I made the decision to work at St. Anthony's when I was still in nursing school...

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Service Standards

Before joining the team at St. Anthony's, employees are required to agree to meet the Values Covenant below.

Values Covenant

Acknowledges all patients, visitors and staff.

• Greets others in elevators, hallways, etc., introducing self and purpose as the situation warrants.
• When approached, looks up immediately and makes eye contact, smiles warmly, verbally says "May I help you?" or "Are you being helped?"
• Answers phone within three rings, identifies name and department and asks," How may I help you?" Asks for permission before placing a caller on hold.

Anticipates patients/visitors' needs and offers assistance immediately.

• Gives direction to someone who appears lost or escorts them to where they need to go.

Exhibits positive demeanor at all times.

• Displays positive body language, positive facial expression and appropriate conversational language.
• Makes eye contact and uses active listening skills.

Conveys the attitude that no problem/question is too small or insignificant.

• Assists all persons in order to resolve questions, issues and concerns.
• At the end of interactions, offers assistance for further needs.
• Treats each problem/question with respect, uses easily understood language when giving information and offers clarification.

Shows empathy and respect for others.

• Minimizes noise and voice level.
• Ensures coverage for patient care before leaving work area for any reason, including breaks or end of shift.
• In all interactions, is respectful of the privacy of others.
• Knocks on doors and waits for acknowledgement, when possible, before entering rooms/offices.

Collaborates with other departments to reinforce teamwork and effective communications.

• Recognizes opportunities to offer assistance inside and outside the department.
• Treats others respectfully, listening actively.
• Phone etiquette includes speaking clearly, identifying yourself, stating the reason for the call and the number where you may be reached, ending with "thank you."

Seeks opportunities to help coworkers.

• Offers assistance to coworkers throughout shift.
• Coaches others, offering encouragement on job well done.
• Returns equipment, and all components needed to operate, to its proper place.

Makes efficient and effective use of time, supplies and equipment.

• Communicates with coworkers in determining time away from the department for meals and breaks and returns on time.
• Adheres to meal and rest break policy.
• Uses equipment and resources appropriately, without waste.
• Identifies, reports and secures any unsafe conditions, including broken equipment to an appropriate authority.
• Adheres to attendance policy.

Maintains a clean and safe working environment.

• Cleans up after self.
• Identifies and reports any safety concerns to appropriate authority; securing unsafe situations within boundaries of personal safety.
• Picks up and disposes of litter found and cleans up spills and debris immediately.
• Tags broken equipment and pulls from service.
• Consumes food and beverages in designated area only.

Recognizes others for a job well done.

• Offers recognition, compliments and acknowledgements of improvements.

Supports Others.

• Supports each person's spiritual beliefs and practices.
• Assists those who have physical needs.
• Does not gossip.
• Alters behavior based on feedback, should it be perceived as offensive or embarrassing to another.

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