Hospital-Wide Standards
A. Organizational
Demonstrates adherence to Nyack Hospital “We Care” standards including:
WORKING TOGETHER “I will commit to work together in a courteous, respectful manner. I will demonstrate a positive spirit of service with all employees with whom I interact.”
I will:
• Place team success above individual recognition.
• Be receptive to new ideas and approaches within my workplace.
• Offer assistance generously without hesitation.
EMPOWERMENT “I will be accountable, responsible, and self-directed in all aspects of my work at all times.”
I will:
• See projects through to ensure completion.
• Problem solve with patients, family members, and other employees.
• Follow up to ensure a resolution.
COMMUNICATION “I will demonstrate positive communication in a clear, courteous and appropriate manner at all times.”
I will:
• Use effective verbal and written communication to patients, families, visitors, and fellow employees using the principles of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You)
• Use positive communication in my tone of voice, body language, and choice of words.
APPEARANCE “I will dress in a manner that reflects a professional and positive image of the hospital at all times”
I will:
• Maintain a clean, neat, and professional appearance.
• Adhere to the Hospital’s dress code policy.
• Promote and adhere to Nyack Hospital’s guidelines regarding a safe and clean work environment for employees, patients and visitors.
RESPONSIVENESS “I will demonstrate the ability to provide timely feedback and communication to patients, visitors, and coworkers.”
I will:
• Respond empathetically.
• Apologize for delays and concerns.
EXCELLENCE IN SERVICE “I will strive to ‘do my best everyday’ in exceeding customer expectations.”
I will:
• Anticipate and address my patients’ and customers’ needs.
• Avoid negativity and exhibit a “can-do” attitude.
• “Manage up” fellow employees, physicians, departments, and the organization, to increase patient confidence both internally and in the community.