2008-06-06 / Community

St.John's Episcopal Hospital Sets 'Core Values,'Expectations

At left: St. John's Episcopal Hospital, the Service Excellence Committee presented Core Values and Service Standards as a guide for patient care on Wednesday, May 21, 2008. Some of the committee members included (from left to right): Janet Parrales, Quality Coach intern; Anthony Vuozzo, Area Administrator; Patricia Tischler, RN, Assistant Vice President, Patient Care Services; Joyce Carolina (seated), Nursing; Debra Friedland, RNC, Nursing; John Gupta, Chief Executive Officer; Patricia Frye, Dietary; and Rabbi Zalman Baida, Pastoral Care. At left: St. John's Episcopal Hospital, the Service Excellence Committee presented Core Values and Service Standards as a guide for patient care on Wednesday, May 21, 2008. Some of the committee members included (from left to right): Janet Parrales, Quality Coach intern; Anthony Vuozzo, Area Administrator; Patricia Tischler, RN, Assistant Vice President, Patient Care Services; Joyce Carolina (seated), Nursing; Debra Friedland, RNC, Nursing; John Gupta, Chief Executive Officer; Patricia Frye, Dietary; and Rabbi Zalman Baida, Pastoral Care. John's Episcopal Hospital's administration has set a goal of cultivating a culture of excellence among staff and physicians to better serve patients. To reach this goal, a committee was established to develop a set of core values and service standards for employees to strive towards.

The purpose is to incorporate the core values into the work day of employees through increased awareness and ongoing training. Committee membership was opened to staff members, physicians, and hospital leadership.

Service Excellence Committee members Constance Ott, chaplain, and Valerie Allen, Nursing (both seated) explain the Core Values and Service Standards of St. John's Episcopal Hospital to hospital staff. Service Excellence Committee members Constance Ott, chaplain, and Valerie Allen, Nursing (both seated) explain the Core Values and Service Standards of St. John's Episcopal Hospital to hospital staff. On May 21, 2008, the Service Excellence Committee presented its Core Values and Service Standards to the entire hospital. Literature and giveaways with the core values imprinted on them were distributed. Askit, developed by the committee and performed by staff, demonstrated both positive and negative examples of patient/staff interactions and was videotaped and shown that day. The Core Values and Service Standards of St. John's Episcopal Hospital are:
Responsibility
• Take responsibility for our own actions
• Follow through on the commitments we make to
others
• Acknowledge patients and families by greeting
them with a smile and making it a point
to introduce ourselves
Compassion
• Always go out of our way to meet the needs of
patients
• Treat everyone with kindness and care A videotape of a skit demonstrating positive and negative patient care interactions was shown at the roll-out of the Core Values and Service Standards at St. John's Episcopal Hospital on Wednesday, May 21, 2008. The skit was written by the Service Excellence Committee and was performed by committee members and other hospital staff. In the photo, Patricia Tischler, RN, Assistant Vice President, Patient Care Services (standing to the left of the television monitor) points out the video highlights to staff members. A videotape of a skit demonstrating positive and negative patient care interactions was shown at the roll-out of the Core Values and Service Standards at St. John's Episcopal Hospital on Wednesday, May 21, 2008. The skit was written by the Service Excellence Committee and was performed by committee members and other hospital staff. In the photo, Patricia Tischler, RN, Assistant Vice President, Patient Care Services (standing to the left of the television monitor) points out the video highlights to staff members.
• Include patients and families in decisions about
their care
• Put yourself in the patient's shoes: have empathy
for their situation
Respect
• Preserve the dignity of patients and staff and protect
their privacy and confidentiality
• Listen well, communicate openly and honestly,
and encourage others to do the same
• Show consideration for patient preferences and

cultural differences
Teamwork
• Value the patient's/family's input about their care
• Actively work with others for the good of the
patient and hospital in ways that build trust
• Recognize and value everyone's contributions
• Lead by example
• Encourage participation by and teamwork of the
patients, families, staff, and physicians towards
the goal of improving the patient's health
Professionalism
• Take pride in our appearance
• Strive for excellence in everything we do
• Remain calm under pressure.

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