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    Standards of Behavior

    Logo for People, Passion, Pride, Memorial's Commitment to Service ExcellenceAll applicants are required to read Memorial Medical Center's Standards of Behavior. Please review the Standards before continuing on to the application.


    Memorial Medical Center is committed to providing exceptional service that exceeds the expectations of our customers.

    We believe that caring and compassionate personal behaviors are at the core of our organization’s commitment to delivering quality patient care. Our customers include, but are not limited to, patients and their families, physicians, co-workers, visitors, volunteers and our generous benefactors.

    Following is a list of behavioral standards that have been developed to reflect Memorial’s commitment to service excellence. These standards provide useful guidelines for treating our customers in a considerate and respectful manner. By making an official commitment to practice these standards, we reinforce them, acknowledge that they are expected behaviors and encourage employees to practice them diligently. Our organization’s daily commitment to these standards of behavior will ensure a healing environment that is pleasant, comfortable and non-threatening for all of our customers.

    Customer Service/Respect

    • We will promote confidence in Memorial Medical Center by maintaining a professional demeanor at all times.
    • We will go out of our way to provide exceptional care and exceed the expectations of our customers, patients and co-workers.
    • We will treat everyone with fairness, honesty and compassion.
    • We will follow through with our promises and commitments.
    • We will foster a calm, healing atmosphere by keeping noise levels down.
    • We will keep customers and families informed about time delays, and, if possible, offer the customer an opportunity to reschedule appointments.
    • We will acknowledge any wait time, thank the patients for waiting and apologize for excessive delays.
    • We will update family members periodically while a patient is receiving a procedure/surgery.
    • We will keep silent if our words may tarnish someone’s reputation.
    • We will refrain from participating in rumors or gossip.
    • We will not use or disclose any confidential records of a friend, relative, staff member, volunteer, or any other person unless authorized to do so and required to do so as part of our official duties.
    • We will answer all call lights in a timely manner (within 1-2 minutes).
    • (Applies to all Memorial staff): When passing a room with an unanswered call light, we will enter the patient’s room, introduce ourselves and ask, “How may we help you?” We will not leave the floor until we are certain the message has been conveyed to the proper caregiver.
    • We will convey our concern for patients and our willingness to serve through our manners and expressions.

    Communication/Teamwork

    • We will use eye contact and body language that displays respect.
    • We will respect all individuals’ personal and cultural beliefs, ideas and contributions in a supportive manner.
    • We will focus on speakers and allow them to finish. When speaking, we will allow the listeners to clear their thoughts and focus on us.
    • We will use a tone of voice that is warm, calm and clear.
    • We will use appropriate language.
    • We will acknowledge patient arrivals to our areas with warm greetings.
    • We will communicate effectively by immediately acknowledging each individual with a smile.
    • We will communicate by using terms our patients/families can understand.
    • We will listen carefully to the needs of others, responding to their needs with patience and tolerance.
    • We will be flexible when faced with changes to our work environments or work schedules.
    • We will look beyond our assigned tasks, assist co-workers when possible or find resources when necessary.
    • We will remain calm and follow hospital procedure for all codes and when faced with confrontational situations.

    Telephone Communication

    • We will be responsible to answer the telephone by the third ring.
    • We will not chew gum, eat or drink while talking on the telephone.
    • We will inform callers before putting them on hold or transferring their calls.
    • We will transfer calls accurately, taking the time to obtain correct information. We will announce to callers that we will transfer their calls to the correct extensions and give them these extensions.
    • We will provide progress reports to callers on hold every 30-45 seconds (e.g. “Mr. Jones’ line is busy; would you like to continue to hold?” or “Mr. Jones’ line is busy, may I take a message and ask him to call you back?”).
    • We will use voice mail sparingly, and only if we are unable to forward our phones to another staff member when going to meetings or otherwise unavailable to answer our calls.
    • We will keep electronic communication (hospital phone, pager, PDA, etc.) to a minimum, using the lowest volume possible.
    • We will keep personal cell phones and other electronic devices silent or turned off during work hours.

    Appearance

    • We will take pride in our appearances, as well as in the appearance of our hospital.
    • We will dress to reflect respect and professionalism toward the hospital and our patients, being mindful of what our appearances communicate.
    • We will wear clothes that are clean, neat and tidy.
    • We will consider our customers’ expectations when presenting ourselves.

    Pride and Ownership

    • We will be responsible to pick up after ourselves.
    • We will maintain litter- and clutter-free workplaces.
    • We will return pieces of equipment to their proper places.
    • We will immediately report any faulty equipment to the appropriate departments.
    • We will not damage, deface, or misuse materials or property of the hospital, staff or guests.

    Elevator/Hallway Etiquette

    • We will make eye contact and smile at others when they are ten feet away, acknowledging everyone within five feet with a friendly greeting.
    • While in the elevator, we will break the silence with a greeting and offers of assistance.
    • When placing patients in elevators, we will turn them in the same direction as the other passengers.
    • We will allow guests to enter and exit elevators before us, when possible.
    • We will ensure that patients and persons with disabilities have primary access in corridors, doorways and elevators.
    • We will use service elevators for patient transport only.
    • We will avoid any negative or unprofessional conversations while inside elevators and hallways.

    Confrontation

    • We will maintain zero tolerance for abusive behavior (verbal or physical).
    • We will respond quickly and calmly to code greens, taking direction from the initiators.
    • We will listen, reflect, assist and be willing to accept fault.
    • We will never underestimate the power of an apology.