EMPLOYEE STANDARDS OF PERFORMANCE

At Jefferson County Health Center, it is our privilege to serve our customers, both internal and external, with a friendly and courteous attitude. We consider ourselves committed to exceeding their expectations with our professional manner. In fulfilling this call, we will treat everyone with respect, politeness, courtesy; and be open to new ideas and willing to act on suggestions. 

To accomplish this, we have outlined the following Standards of Performance to embrace and incorporate in our daily mission.

Attitude

A positive attitude toward fellow employees and our customers is required.

  • Acknowledge customers immediately, each time you meet, make eye contact and listen for their needs
  • Don't interrupt
  • Be courteous and aware of each other's time and respect it
  • Rudeness, inappropriate language or behavior should never be present
  • Apologize for any problems or inconveniences that have occurred and ask if there is something that can be done to satisfy the situation. 
  • Exceed expectations. Say "thank you."
  • Conduct yourself in a professional manner
  • Be support of others' diversity and abilities
  • Be open and supportive to new ideas
  • Be encouraging to others as they share their knowledge
  • Be ethical with all of your actions
  • Respect the wishes of our patients and customers

teamwork

All employees at JCHC are part of the team that delivers the best healthcare to our customers

  • Emulate positive behavior
  • Treat others as you would like to be treated
  • Work with others to provide the quality service we all strive for
  • Promote interdepartmental cooperation to ensure that all are treated with respect and importance
  • Take responsibility for your actions and know that you will be accountable for them
  • Be appreciative to fellow workers for their efforts and offer praise and gratitude
  • Be support of co-workers and work together to achieve great customer care

Appearance

Professional appearance is important regardless of your job or position. It generates mutual respect for our co-workers and customers. 

Personal Appearance

  • Adhere to our established dress code policies
  • Practice good personal hygiene
  • Wear proper identification badges, above the waist and clearly visible

Facility Appearance

  • All areas of the facility should be kept clean and organized at all times
  • Work together to pick up and dispose of litter properly
  • Return equipment to its proper location
  • Keep work areas clean and free of clutter

Privacy/Confidentiality

All patient information should be treated as confidential. Employees must adhere to our established confidentiality policies.

  • Information shared between staff and caregivers must be conducted in a private manner at all times
  • Always protect a patient's modesty and dignity. Provide adequate covering when ambulating. 
  • Close curtains or doors during examinations, procedures, or consultations
  • Communicate with a patient's family or care provider in a private manner
  • Respect the patient's privacy and identity by not referring to them personally in the presence of other patients and visitors
  • Keep all patient identification strictly confidential following all Protected Health Information policies

Communication

Practice good communication skills by listening carefully in order to resolve questions, conflicts, or problems quickly and completely. 

  • Be courteous when listening to our customers and be sure you understand their questions or concerns
  • If you do not have an answer, find someone who can help
  • If there are any changes in planned customer care, let all affected parties know
  • When communicating on the phone, identify yourself, speak slowly without distraction. Ask how you can help the caller. When transferring or placing a call on hold, explain to the caller your intentions.
  • When communicating by email explain the reason for the email, action requested (if any), and provide appropriate greetings and closing statements. Avoid all caps and be conscientious of your audience when using humor.

Customer Satisfaction

Acknowledge our customers with eye contact and polite behavior.

  • When responding to an inquiry be flexible, willing to assist, and be sure they are receiving the help they need before departing
  • Always ask, "Is there anything else I can do?" before leaving the room
  • Be prompt and courteous on the phone as well as in person
  • Provide a comfortable atmosphere for customers who are waiting; offer refreshments as appropriate. Give an estimated time for their wait whenever possible. Follow up if there seems to be delays.