Our Standards of behavior
To Enhance Life by Excelling in Care.
To be the Best Community Healthcare System in America.
Guiding us in our quest to be the best:
- Commitment – Personal dedication to fulfilling the mission and achieving the vision of Carolinas HealthCare System - Blue Ridge.
Integrity - Steadfastly adhering to high moral principles and professional conduct that models the standards of the organization and builds trust
- Respect – Polite consideration and courtesy toward the cultures, roles, interests, opinions and wishes of patients, physicians, employees and others.
- Excellence – An uncompromising drive to deliver outstanding performance in every aspect of responsibility.
- Service – Putting others above self by meeting and exceeding their expectations and creating superior experiences for them at every opportunity.
What does it take to make Carolinas HealthCare System - Blue Ridge "The Best Community HealthCare System in America?" It begins by clearly defining what is expected of you in your conduct as a member of our care team – the behaviors you must practice on-the-job correctly, consistently and completely. As a care team member of Carolinas HealthCare System - Blue Ridge, your commitment to meeting these expectations is directly linked to your personal success and satisfaction at Blue RidgeHealthCare. If you are applying to become a member of the Carolinas HealthCare System - Blue Ridge team, please be aware that these behaviors will be expected of you by your colleagues. If you do not believe you can practice them every day, then Carolinas HealthCare System - Blue Ridge may not be the best fit for you.
The greatest strength of these Standards of Excellence is that they are the product of your fellow care team members at Carolinas HealthCare System - Blue Ridge. They define the actual behaviors they have said they want and expect to see in the people with whom they work day-by-day. These standards apply equally to everyone in our system, from front line team members to managers, directors and senior leaders.
Actions do indeed speak louder than words. My expectation is that you will commit yourself to practicing these standards as you encounter patients, visitors, physicians, volunteers and fellow members of your team. If each of us is true to this commitment, then all of us will contribute greatly to Carolinas HealthCare System - Blue Ridge's mission: To Enhance Life by Excelling in Care.
Kathy C. Bailey,
President and Chief Executive Officer
A Word from the Standards Team
We are committed to improving the behaviors of Carolinas HealthCare System - Blue Ridge employees to assist us all in creating "A great place for care team members to work, a great place for physicians to practice and a great place for patients and residents to receive care."
We believe that members of our care team are a caring force. Ensuring that behavior means incorporating these Standards of Service Excellence into our daily work lives at BRHC.
Everyone is expected to hold each other accountable to these standards and help create an environment at BRHC founded on positive Attitudes, Commitment and Trust. How we ACT will ultimately determine our success on our Journey to Excellence at Carolinas HealthCare System - Blue Ridge.
The Standards Team
What are Customers?
- Customers are the most important persons in any business.
- Customers are not dependent on us. We are dependent on them.
- Customers are not an interruption of our work. They are the purpose of it.
Customers do us a favor when they come in. We aren't doing them a favor by waiting on them.
- Customers are part of our business, not outsiders.
- Customers are not just money in the cash register. They are human beings with feelings and deserve to be treated with respect.
- Customers are persons who come to us with their needs and their wants. It is our job to fill them.
- Customers deserve the most courteous attention we can give them. They are the lifeblood of this and every business. They pay our salary. Without them, we would have to close up. Let us never forget it.
Safety vs. Service: What's the Priority?
Standards of Behavior define in practical terms how you are expected to act, dress and interact with patients, families, physicians and your fellow care team members. While these standards are key to living out our values every day on the job, nothing is more important than patient safety and quality care. They are our two top priorities at Carolinas HealthCare System - Blue Ridge. If faced with the choice of practicing a Standard of Behavior or helping see that a patient, resident or member receives proper care, your first responsibility is always to their safety and care.
BRHC Standards of Behavior - For Employees of Carolinas HealthCare System - Blue Ridge
I. Commitment - Personal dedication to fulfilling the mission and achieving the vision of Carolinas HealthCare System - Blue Ridge.
Your personal mission as an employee of Carolinas HealthCare System - Blue Ridge is the same as the mission of our organization as a whole: To enhance life by excelling in care. Fulfilling this mission requires a personal commitment on your part. All members of the Carolinas HealthCare System - Blue Ridge care team are expected to work together to create a "team spirit." We are linked to one another by our common mission, vision and values. "That's not my job" is not in our BRHC vocabulary.
- Develop a sense of personal ownership in Carolinas HealthCare System - Blue Ridge.
- Work to create a positive environment. Negativity affects everyone with whom you come into contact and will not be tolerated.
- Be responsible, take pride in your work and create successes that we can all enjoy. Strive to do the job right the first time.
Unless you have 100 percent customer satisfaction -- and I don't mean that they are just satisfied, I mean that they are excited about what you are doing -- you have to improve. And if you have 100 percent customer satisfaction, you have to make sure that you listen just in case they change...so you can change with them.
President and CEO of the Ritz-Carlton Hotel Company
1992 winner of the Malcolm Baldridge National Quality Award
II. Integrity - Steadfastly adhering to high moral principles and professional conduct that models the standards of the organization and builds trust
A. Building Trust - Building trust involves supporting a Carolinas HealthCare System - Blue Ridge belief system that is founded in truth, integrity, and consistency. This will help make BRHC a great place for care team members to work, for physicians to practice and for patients and residents to receive care. As members of a team, we are expected to:
- Be supportive of each other.
- Treat each other with courtesy and respect.
- Help co-workers feel comfortable to ask for your help.
- Have regard for each other's area of expertise.
- Be honest with each other and respond truthfully, with the
- best interest of the organization at heart.
- React professionally in all situations.
A patient can offer you no higher tribute than to entrust you with his life and health, and, by implication, with the happiness of all his family. To be worthy of this trust we must submit for a lifetime to the constant discipline of unwearied effort in the search of knowledge; and of most reverent devotion to every detail in every operation that we perform.
Sir Berkeley Moynihan (1865-1936)
English Surgeon in Abdominal Operations
B. Integrity: Confidentiality of Patient Information - Patients must have confidence that their private healthcare information will be protected and treated with the utmost confidentiality, as defined by federal and state laws. Every care team member at Carolinas HealthCare System - Blue Ridge is responsible for ensuring the privacy and confidentiality of patient information.
- Before accessing or discussing any patient information, always ask yourself, "Is this information I need in order to do my job?" If not, then do not access or discuss it.
- Discuss patient information in private areas. Never discuss information about patient care in public areas such as elevators, lobbies, cafeterias, snack bars, or waiting rooms.
- Follow HIPAA guidelines.
- All patient records are kept confidential.
It is awfully important to know what is and what is not your business.
Gertrude Stein (1874-1946) - American Writer
C. Integrity: Personal Privacy Etiquette
- Always call the patient's name and knock before entering a patient room. Wait for a response before entering.
- Close curtains and doors during procedures and when privacy is needed.
- Provide the right size gown for the patient.
- If a patient is in a wheelchair, walking or being transported, provide a blanket or sheet as an additional modesty cover.
III. Respect - Polite consideration and courtesy toward the cultures, roles, interests, opinions and wishes of patients, physicians, employees and others.
Carolinas HealthCare System - Blue Ridge is committed to providing superior service. Every encounter you have with patients, physicians, volunteers, families, visitors and your BRHC colleagues is a "moment of truth" which reflects your personal attitude and our organization's seriousness to meeting our customers' needs with the utmost care, courtesy and attention.
- Our goal and yours will be to meet and exceed our customers' expectations. Remember that they are not an interruption of our work but the reason for our work.
- Be respectful to everyone. Treat each person as you would like yourself or the persons closest to you to be treated.
- Never, never, never be rude. BRHC believes in "zero tolerance" for discourtesy toward a customer.
- Recognize the value and potential of each person.
- Remain open to new ideas, viewpoints, and talents.
- Be sure to convert all cell phones and pagers to the off or vibrate position when in the presence of guests or in meetings with other employees.
- Value the diversity of the many traditions, creeds and backgrounds represented in our work force, Medical Staffs and community.
IV. Excellence - An uncompromising drive to deliver outstanding performance in every aspect of responsibility.
- Make sure all your personal and team work is such that you would be proud to sign your name to it.
- Research best practices in your area of expertise and strive to deliver "best in class" products and services to all your patients and guests.