Behavior Expectations

Communication

At NorthCare Hospice & Palliative Care we value personal trustworthiness in our relationships. Therefore, we consistently demonstrate effective communication.

What we believe

We believe in being loyal to the feelings of those who are not present.

We are polite and respectful to one another.

We choose not to participate in gossip and to ignore gossip that is presented to us.

We encourage participation in conversations when appropriate.

We seek and consider the opinion of others.

We believe in open, honest and timely communication.

We respect confidentiality and protect the privacy of our patients and our coworkers.

We do not discriminate against others due to age, race, gender, religious belief, sexual orientation, ethnicity, or disability.

How we behave

We are aware of the impact of non-verbal messages such as body language and we strive to have our body language reflect values consistent with our workplace.

We make eye contact when listening and speaking.

We seek to understand by listening attentively, without interruption, before speaking.

We clarify and confirm the concerns and expectations of others.

We speak and respond in a calm, sensitive manner.

We actively participate in the transfer of information, both in conference/update meetings and as needed to keep our team members updated.

We calmly and privately discuss a difference of opinion.

Environment

At NorthCare Hospice & Palliative Care we believe that how we feel, our personal appearance and the appearance of our environment affects our ability to build effective relationships. Therefore, we are committed to maintaining personal health and appearance, as well as a clean, safe, and professional looking environment.

Our philosophy “Sharpen the saw”

Social/emotional

Physical - Health and fitness

Mental

Spiritual

Our personal appearance

Clothing should be neat, clean and professional in appearance.

We keep our hair neatly groomed, and if we have patient contact, our dress and grooming meet agency infection control standards.

We display our name badge on the upper right or left lapel at all times while on duty.

We refrain from the use of perfume, cologne or other aromatic substances.

We are free from the smell of smoking products such as cigarettes, cigars and pipes.

We strictly adhere to the ideals and requirements detailed in the NorthCare Hospice Dress Code.

Our work environment

We each play an active role in keeping our environments professional in appearance, litter free, clean, and free of clutter.

We return equipment and supplies to their proper place.

We help maintain order in our work environment.

We help to keep noise levels down, so our coworkers may perform their jobs as efficiently as possible.

We correct unsafe conditions when able to do so, or report them when assistance is required.

We post flyers, messages and posters in designated areas only.

We understand NorthCare Hospice’s Emergency Preparedness Plan as referenced in the Emergency Preparedness Manual, and are aware of our responsibility to maintain a safe and secure environment.

Positive Recognition

At NorthCare Hospice we believe that people matter. Therefore, we demonstrate our respect for people by acknowledging their value on an ongoing basis.

We are cooperative in our relationship with others.

We listen to each other.

Rude or abrupt behavior, as interpreted by the receiver, is never acceptable at NorthCare Hospice.

We recognize accomplishments of others by celebrating individual and team successes.

We freely offer compliments and make positive feedback a daily habit. We tell people when they are doing a good job.

We know that opportunity for improvement is within our reach every day. Therefore, we are committed to offering constructive feedback to each other, and we will be humble when offering and receiving advice from others.

We respond quickly and sincerely to the needs and requests of patients and co-workers. When unable to meet the expectations of those we serve, we gracefully negotiate an alternative plan.

We are open to new ideas and the ideas of others.

We recognize the value of humor, and balance our commitment to professionalism and fun when at work.

Ownership

At NorthCare Hospice we recognize that our success depends on our ability to make and keep promises. Therefore, we empower each other to make the right decisions.

We freely and consistently display our enthusiasm for serving each other, our patients, their families and our referral sources, while maintaining healthy professional boundaries.

We take the responsibility to stay informed. We ask questions. We seek the information we need to actively create legendary service in the agency and community.

We commit to cooperating as fully as possible with our fellow team members, and utilize the skills of the various disciplines as appropriate.

We are inclusive as agency, welcoming and respecting our volunteers, student interns and other visitors.

We are continually aware of our responsibility to the communities we serve and that each one of us “markets” hospice care through our daily interactions.

We believe the value of continuous self evaluation so we are able to evolve and improve.

We are straightforward about what we do not know and solicit opportunities to learn or improve upon skills.

We participate in the future of hospice care through mentoring of students and involvement in local, state and national organizations.

We are flexible in our roles and pitch in as needed to meet the needs of our patients and the hospice, while maintaining healthy professional boundaries.

We transfer control to those we serve.

We actively seek ways to be helpful to the people we serve, but we do not over function. We work to encourage independence and a sense of control in others.

We demonstrate our willingness to go beyond the formal description of our role and encourage others to do the same as long as healthy professional boundaries are maintained. When a problem arises, we own it.

We maintain appropriate boundaries, help our coworkers maintain appropriate boundaries and acknowledge the importance of maintaining balance between our personal and professional lives.

We recognize the importance of self-care and self-renewal activities.

We demonstrate a positive attitude in all interactions and accept our responsibilities without complaint.

We take responsibility for using resources wisely.

We take responsibility for staying current with and utilizing community resources.

We demonstrate respect for the actions and ideas of others.

We take the initiative to resolve an issue as quickly as possible.

We are open-minded and demonstrate non-judgmental behavior.

We display and encourage creativity and make ourselves available to those in need of our time and talent.

We recognize the value of engaging in cutting edge activities and are open to new projects and proposals.

We demonstrate our willingness and ability to compromise.

We demonstrate patience and flexibility in times of change.

Quality Customer Care

We at NorthCare Hospice believe that the quality of our work environment is driven by the comfort-level of those we serve. Therefore, we walk into each home or facility with the awareness that we are guests in someone’s home or workplace.

Our Philosophy

Treat people with respect. Do not assume you know their needs or goals. Ask them.

Be consistent.

When making promises, be sure they are realistic and achievable.

Respect other people’s decisions.

What we do

Give personalized service. Acknowledge individuals by name.

Always interact in a friendly manner.

Be observant. Anticipate your customer’s needs.

Maintain a fresh awareness that most of our customers are in unfamiliar territory.

Provide privacy and maintain confidentiality.

Maintain healthy boundaries in order to empower our customers.

Identify the goals that are important to our customers.

Follow-through on promises made. Do what they expect you to do. Do what you say you will do. Be accountable for your actions.

Provide needed information in a timely manner to your coworkers.

Be available to your coworkers during scheduled work hours.

Be sure customers feel adequately supported during times of change and decline.

Coordinate visits among disciplines to be maximally supportive and minimally burdensome to customers.

Strive to accommodate the customer’s schedule (within realistic limits) when planning visits.

Make time to help and allow time and space for informed decisions.

Answer the phone with a smile.

What we say

Always say “Please” and “Thank you”.

Extend warm greetings. Say “Good Morning,” “Good Afternoon,” or “Good Evening”.

Address the guest as “Mr.”, “Mrs.” or “Miss” followed by their surname. We may call a guest by their first name only after being given permission to do so.

Offer assistance. Say “how may I help you?” If you are unable to help or answer questions, identify who can and let the others know of your plan.

Let your patients, families & colleagues know that you are here for them. Say, “We are going to take great care of you.”

Provide honest information and explain what you are going to do. Narrate procedures when possible.

Avoid the use of jargon (PT, OT, CBC, PRN, etc.).

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