PROFESSIONALISM
Intent Statement - In our pursuit of excellence, we commit ourselves to present ourselves at work, physically and mentally, prepared to exhibit professional behavior.

• Always conduct yourself consistent with the expectations of the profession you have chosen and the rules and policies of KishwaukeeHealth System.
• Maintain confidentiality in all aspects of service.
• Keep "back stage" conversations "back stage."
• Dress according to policy with nametags worn above the waist.

RESPONSIBILITY
Intent Statement - In our pursuit of excellence, we commit ourselves to accept responsibility and ownership for issues that arise and to accept accountability for their resolution.

• Everyone is responsible for the satisfaction of each patient.  Phrases such as, "It's not my job," or "I can't help you with that," do not demonstrate taking responsibility.
• It is every caregiver's responsibility to respond to patients call lights.  It is not acceptable to walk by an unanswered light.
• Take ownership of an issue until it is resolved or the customer is satisfied with a plan of action. Use the Service Recovery process.
• Escort individuals to their destination and introduce them to the receiving staff.
• Understand your job description and meet all competency requirements.
• Park in designated areas so patients have parking closest to the facility.
• Actively participate in keeping our environment clean and safe.

ATTITUDE
Intent Statement - In our pursuit of excellence, we commit ourselves to always treat each person with a respectful attitude, to cherish each relationship, and to always remember that customers are not an interruption of our work; they are the reason we are here.

• Rudeness and sarcasm are unacceptable.
• Present a positive attitude and an open mind. Be flexible and adapt to changing conditions.
• Display body language that is attentive and a facial expression of interest.
• Recognize and respect the value of each patient, customer, family member and coworker. Our actions and attitudes should make others feel appreciated, included and valued.
• Share work concerns with supervisors, not with customers.

COMMUNICATION
Intent Statement - In our pursuit of excellence, we commit ourselves to give and receive effective, honest and timely communication so that we instill trust, compassion, skill, and respect with each person.

• Use key words at key times as part of your routine practice.  Examples include use of the five service fundamentals and "Is there anything else I can do for you, I have the time.
• Communicate delays immediately.
• Communicate to the patient their plan of care at least each shift and when there is a change.
• Keep family members informed with the patient's consent.
• Make eye contact and greet all people you pass in the hallways.
• Communication is two-way. Take ownership for being informed.
• Use professional and courteous phone etiquette.

CUSTOMER SATISFACTION
Intent Statement - In our pursuit of excellence, we commit ourselves to provide each person we are privileged to serve with skill, compassion, technology, and personalized care.

• Practice humility. It is the basis of service by putting someone else's needs ahead of that of your own.
• Address patients by name, so that they are treated as a person and not an illness.
• Explain all procedures and give time expectations.
• Update patient room white boards at the start of each shift with the name of the nurse, aide, and phone numbers to contact Maintenance and Housekeeping for room issues.
• Immediately acknowledge all who are present; patients, customers, family members, and coworkers