Mission Vision and Values MCHS Mission Statement Medical

Mission, Vision and Values

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.

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

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

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

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

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

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

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

Standards of Performance

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

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

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

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

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 i. Pads etc. in pateint care areas)

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

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

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)

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