Living Our Values
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Transcript of Living Our Values
2
Introduction
• The Values all at FH have committed to are:• Respect• Caring• Trust
• FH is joining other leading organizations nationally and internationally to affirm how we treat patients, clients, residents, visitors, the public, immediate co-workers, team members and colleagues
• Living our values complements FH’s Respectful Workplace Program
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Introduction (cont’d)
• The Living Our Values initiative was initiated by the FH Board and Executive Team
• It is being implemented throughout FH in early 2007
• Expectations are outlined for employees, physicians and volunteers in 2 categories:
– When encountering patients, clients, residents, family members and the public
– When encountering co-workers, other team members or colleagues
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Expectations of Employees, Physicians and Volunteers:
When encountering patients,clients, residents, family membersand the public
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Conveying Respect to Patients, Clients, Residents and Colleagues
• Stating our name and being courteous
• Using the name of those with whom we are speaking
• Responding quickly and explaining delays
• Taking time to listen and giving our full attention
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Conveying Respect to Patients, Clients, Residents and Colleagues
• When unsure, asking what would help
• Involving individuals in their care and decisions and acting on them
• Keeping individuals informed
• Keeping explanations easy to understand
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Conveying Caring to Patients, Clients, Residents and Colleagues
• Welcoming with a smile
• Escorting individuals to their destination when possible
• Making surroundings as pleasant as possible, including keeping noise to a minimum
• Including all present in conversations
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Conveying Caring to Patients, Clients, Residents and Colleagues
• Making sure individuals have the information they need
• Talking to and not at people
• Being gentle when giving care
• Being attentive, genuine and positive
• Explaining what we are doing and why
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Conveying Trust to Patients, Clients, Residents and Colleagues
• Obtaining consent before initiating care
• Protecting safety by checking identification before giving medication or treatment
• Asking about any security or safety concerns
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Conveying Trust to Patients, Clients, Residents and Colleagues
• Asking about security or safety concerns
• Not acting in a threatening manner
• Adhering to policies, protocols and procedures
• Asking about satisfaction with care
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Conveying Trust to Patients, Clients, Residents and Colleagues
• Asking how we can improve care
• Ensuring proper hand washing at all times
• Not discussing private matters in public
• Problem solving issues and when we can’t, finding someone who can
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Expectations of Employees, Physicians and Volunteers:
When encountering Co-Workers, Other Team Members or Colleagues
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Conveying Respect to Co-workers, Other Team Members or Colleagues
• Saying please and thank you
• Smiling and making eye contact
• Not interrupting
• Being punctual
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Conveying Respect to Co-workers, Other Team Members or Colleagues
• Listening
• Respecting individual ways of contributing
• Seeking out and valuing input
• Speaking in a language that is understood
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Conveying Caring to Co-Workers, Other Team Members or Colleagues
• Seeking to understand
• Being supportive and helpful
• Avoiding critical words and hurtful actions
• Being aware of body language and voice tone
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Conveying Caring to Co-Workers, Other Team Members or Colleagues
• Focusing on the good in people and in the workplace
• Welcoming new employees with an accepting attitude
• Helping to create a positive experience for all
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Conveying Trust to Co-Workers, Other Team Members or Colleagues
• Avoiding gossip
• Treating others as we expect to be treated
• Sharing positive comments and accolades
• Doing what we say we will do
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Conveying Trust to Co-Workers, Other Team Members or Colleagues
• Being consistent
• Meeting expectations and/or standards
• Maintaining confidentiality
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Timetable
By February 15:
• In collaboration with your team, please select one behaviour for each value (i.e., three behaviours) and a corresponding measurement indicator
• Identify how you will measure and track your success in achieving the behavioursyou selected