What does it take to make Carolinas HealthCare System Blue Ridge "The Best Community HealthCare System in America?" It begins by clearly defining what is expected of you in your conduct as a member of our care team – the behaviors you must practice on-the-job correctly, consistently and completely. As a care team member of Carolinas HealthCare System Blue Ridge, your commitment to meeting these expectations is directly linked to your personal success and satisfaction here.
 
If you are applying to become a member of the Carolinas HealthCare System Blue Ridge team, please be aware that these behaviors will be expected of you by your colleagues. If you do not believe you can practice them every day, then we may not be the best fit for you.
 
The greatest strength of these Standards of Excellence is that they are the product of your fellow care team members at Carolinas HealthCare System Blue Ridge. They define the actual behaviors they have said they want and expect to see in the people with whom they work day-by-day. These standards apply equally to everyone in our system, from front line team members to managers, directors and senior leaders.
 
Standards of Behavior define in practical terms how you are expected to act, dress and interact with patients, families, physicians and your fellow care team members. While these standards are key to living out our values every day on the job, nothing is more important than patient safety and quality care. They are our two top priorities at Carolinas HealthCare System Blue Ridge. If faced with the choice of practicing a Standard of Behavior or helping see that a patient, resident or member receives proper care, your first responsibility is always to their safety and care.
 

Carolinas HealthCare System Blue Ridge Standards of Behavior


Commitment

Personal dedication to fulfilling the mission and achieving the vision of Carolinas HealthCare System Blue Ridge.
Your personal mission as an employee of Carolinas HealthCare System -Blue Ridge is the same as the mission of our organization as a whole: To enhance life by excelling in care. Fulfilling this mission requires a personal commitment on your part. All members of our care team are expected to work together to create a "team spirit." We are linked to one another by our common mission, vision and values. "That's not my job" is not in our vocabulary.
  • Develop a sense of personal ownership in Carolinas HealthCare System Blue Ridge.
  • Work to create a positive environment. Negativity affects everyone with whom you come into contact and will not be tolerated.
  • Be responsible, take pride in your work and create successes that we can all enjoy. Strive to do the job right the first time.
 

Integrity

Steadfastly adhering to high moral principles and professional conduct that models the standards of the organization and builds trust. Building trust involves supporting a Carolinas HealthCare System Blue Ridge belief system that is founded in truth, integrity, and consistency. This will help make us a great place for care team members to work, for physicians to practice and for patients and residents to receive care. As members of a team, we are expected to:
  • Be supportive of each other.
  • Treat each other with courtesy and respect.
  • Help co-workers feel comfortable to ask for your help.
  • Have regard for each other's area of expertise.
  • Be honest with each other and respond truthfully, with the best interest of the organization at heart.
  • React professionally in all situations.

Confidentiality of Patient Information

Patients must have confidence that their private healthcare information will be protected and treated with the utmost confidentiality, as defined by federal and state laws. Every care team member at Carolinas HealthCare System Blue Ridge is responsible for ensuring the privacy and confidentiality of patient information.
  • Before accessing or discussing any patient information, always ask yourself, "Is this information I need to do my job?" If not, then do not access or discuss it.
  • Discuss patient information in private areas. Never discuss information about patient care in public areas such as elevators, lobbies, cafeterias, snack bars, or waiting rooms.
  • Follow HIPAA guidelines.
  • All patient records are kept confidential.
 

Personal Privacy Etiquette

  • Always call the patient's name and knock before entering a patient room. Wait for a response before entering.
  • Close curtains and doors during procedures and when privacy is needed.
  • Provide the right size gown for the patient.
  • If a patient is in a wheelchair, walking or being transported, provide a blanket or sheet as an additional modesty cover.
 

Respect

Polite consideration and courtesy toward the cultures, roles, interests, opinions and wishes of patients, physicians, employees and others. Carolinas HealthCare System Blue Ridge is committed to providing superior service. Every encounter you have with patients, physicians, volunteers, families, visitors and your colleagues is a "moment of truth" which reflects your personal attitude and our organization's seriousness to meeting our customers' needs with the utmost care, courtesy and attention. Our goal and yours will be to meet and exceed our customers' expectations. Remember that they are not an interruption of our work but the reason for our work.
  • Be respectful to everyone. Treat each person as you would like yourself or the persons closest to you to be treated.
  • Never, never, never be rude. We believe in "zero tolerance" for discourtesy toward a customer.
  • Recognize the value and potential of each person.
  • Remain open to new ideas, viewpoints, and talents.
  • Be sure to convert all cell phones and pagers to the off or vibrate position when in the presence of guests or in meetings with other employees.
  • Value the diversity of the many traditions, creeds and backgrounds represented in our work force, Medical Staffs and community.
 

Excellence

An uncompromising drive to deliver outstanding performance in every aspect of responsibility.

  • Make sure all your personal and team work is such that you would be proud to sign your name to it.
  • Research best practices in your area of expertise and strive to deliver "best in class" products and services to all your patients and guests.

Service

Putting others above self by meeting and exceeding their expectations and creating superior experiences for them at every opportunity.
Creating a positive memorable experience for all our patients, residents, members, customers and guests is our primary objective. We use Service: C.A.R.E. and A.I.D.E.T. By adhering to these guidelines, we can ensure that each guest is treated with consistent excellence by all of us at Carolinas HealthCare System Blue Ridge.
  • C - Connect with every guest. Stop, focus, and give them the moment.
    • Acknowledge the guest. Smile (when appropriate) and make eye contact.
    • Introduce yourself, greet them warmly. Use their name whenever possible.
  • A - Anticipate guest needs. Offer directions and escort them to their destination.
    • Duration: describe how long the test, procedure, or service will last. Listen and engage them in conversation.
  • R - Respond compassionately to guest questions and requests.
    • Explain tests, procedures, and activities. Answer all questions with a smile on your face and in your voice. Respond promptly to requests. Own service recovery when discovered.
  • E - Exhibit professional behavior at all times. Always portray a neat, clean appearance.
    • Always use open, positive, and appropriate body language.
    • Thank them for choosing us for their health needs.
Service: Personal Appearance
Your appearance on the job is not only a reflection of your personal competence, professionalism and attitude. It reflects on everyone at Carolinas HealthCare System Blue Ridge.
  • Attire will always be tasteful, discreet and professional.
  • Dress for success. Be neat and well-groomed. If you are, customers will feel that they are in a clean environment, too.
  • All care team members will adhere to the general dress code and to their specific department dress code policy, where applicable.
 
Service: Environmental Ownership
  • Help keep our facilities and grounds clean and safe.
  • If you see trash on the floor or ground, pick it up.
  • If you see a spill, see that it is cleaned up.
  • Be particularly concerned about any debris, spill, or obstacle that could cause someone to slip, trip or fall.
  • All Carolinas HealthCare System Blue Ridge facilities and grounds are smoke-free, therefore smoking is not permitted anywhere on the grounds. Please help remind fellow team members and guests of this policy if you observe someone smoking.
  • Keep your personal work area neat, clean and orderly.
 
Service: Communications Etiquette
Communications are powerful. How you communicate with customers either adds to or subtracts from their experience and their likelihood of recommending Carolinas HealthCare System Blue Ridge to family and friends. Practice excellence in your communications with our patients, physicians, and each other.
  • Speak to everyone.
  • Always communicate with care. Speak calmly, clearly and courteously.
  • When a customer speaks, stop what you are doing and listen carefully. Give each one your full and prompt attention.
  • Make it a habit to say please, thank you and you are welcome in your conversations.
  • Use "sir" and "ma'am," as appropriate.
  • Never call a patient, physician or family member by their first name unless you have permission to do so.
  • Never confuse a patient or family member by using medical jargon or abbreviations they may not understand. Thank our customers for choosing Carolinas HealthCare System Blue Ridge.
 
This is just an overview of our Standards of Behavior. Once you join our team, you'll review all the standards during your orientation.
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