Our Behaviors

Mission

To extend the healing ministry of Jesus.

Vision

To be a leader in faith based care.

• We will aspire to this vision by:

– Being a system of outstanding quality with coordinated and comprehensive care

– Providing wholistic care in a highly personal environment

– Partnering with patients and families to achieve wellness for all those we are privileged to serve

Brand Promise

Inspired by faith, AMITA Health embraces the dignity of each person and family and delivers excellent care with empathy.

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Values

God Honoring: Living respectfully in all human relationships

• As a faith based organization we show respect for God by living justly and in right relationship with God, self, others and creation.

Justice: Resources provided to all, especially the poor and vulnerable

• We respect and protect the dignity of all people by working to ensure that conditions in society allow people to reach their fulfillment, especially providing health care to all, with special attention to the poor and vulnerable.

Compassion: To minister to others in their struggles

• Love is expressed in compassion, which includes the willingness to enter into the suffering of another.

Integrity: Authenticity and honesty in our words and actions

• Living authentically, our words and actions are consistent with our identity and mission.

Dignity: Treating all persons with respect, equality, and solidarity

• We are created in God’s image and likeness as relational beings. Every person is sacred and of immeasurable worth. Human dignity proclaims our equality and obligates us to respect all persons.

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Behaviors

Attitude is Everything

• Create a lasting impression – We treat every patient and our team members as if they are the most important people in our workplace. Our behavior and attitude create a positive first impression that is lasting. We strive to exceed expectations.

Words Matter

• Talk, listen and learn – We communicate with courtesy, clarity and care in all verbal and non-verbal messages. We listen attentively to patients and team members to understand their needs and to ensure they comprehend the information we provide to them.

Unity

• Teamwork – We share a common purpose: To serve our patients and each other. We build each other up and we share our successes, failures, information, ideas and spirituality.

200% Accountability

• Watch out for each other – We succeed, and we fail as a team. We reinforce good behaviors. We correct unsafe behaviors in a helpful, respectful manner. We speak up about any patient safety concern regardless of position, holding each other accountable.

You Own It

• We take pride in what we do – We feel a sense of ownership toward our jobs. We realize that we are responsible for the outcomes of our efforts. Our work is a reflection of ourselves as well as AMITA Health.

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Behavior Commitments

Behavior – Attitude is Everything

• One of the most important steps we can take toward our success is to learn to monitor our attitude and its impact on our work performance, relationships and everyone around us. Attitude can be one of our greatest assets, and, ultimately, our attitude is a choice we make every day. No matter what circumstance we find ourselves in, we always have the choice to either have a great attitude or a poor attitude. And, the effect of those choices not only impact us at work but can carry over to our personal lives and our family.

I will:

• Take time to appreciate the people I work with on a regular basis.

• Thank other team members when they help me out, even indirectly, with my work.

• Be kind and work towards a resolution when an team member makes a mistake that affects our work.

• Make it a point to show enthusiasm in everything I do.

• Accept that positive energy is contagious and will make for a better work environment for all of us.

• Encourage other team members to find meaning in the work they do.

• Be confident in my approach to patients and team members but will also be willing to listen to their suggestions.

• Help turn problems into opportunities.

• Commit to finding a path to win-win resolutions.

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Behavior Commitments

Behavior – Words Matter

• We all share a fundamental drive to communicate. Communication can be defined as the process of understanding and sharing meaning. We share meaning in what we say and how we say it, both in oral and written forms, as well as through body language. Communication plays a fundamental role in all facets of patient care, and, subsequently, the ability to communicate information accurately, clearly and as intended is critical to our success.

I will:

• Use AIDET (Acknowledge, Introduce, Duration, Explain, Thank You) in all interactions.

• Say please and thank you.

• Speak in a caring tone and use language that is easily understood.

• Think and listen before speaking and refrain from interruptions.

• Communicate clearly without jargon, using terms team members and patients can understand.

• Keep patients and other team members informed.

• Seek patient and team member understanding and acknowledgement.

• Communicate with a smile in my voice and empathy in my eyes.

• Appropriately share information – good and bad.

• Maintain confidentiality at all times.

• Deliver messages to patients and team members with courtesy, clarity and care.

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Behavior Commitments

Behavior – Unity

• The most effective teamwork happens when team members harmonize their efforts and work toward a common goal. It allows us to share our talents, information and work. Nurturing a spirit of collaboration and teamwork will create unity within our teams from which our patients and team members will benefit.

I will:

• Treat other team members as professionals who deserve courtesy, honesty, and respect.

• Recognize that many hands make light work and offer to help.

• Be flexible and supportive.

• Build up our teams, celebrate success and learn from failure.

• Share information and ideas freely and never make assumptions.

• Recognize that we all have areas of expertise and leverage others’ strengths.

• Resolve conflicts promptly and directly with those involved.

• Praise in public and respectfully coach in private.

• Arrive on time.

• Respond positively and support change.

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Behavior Commitments

Behavior – 200% Accountability

• We look out for each other to foster a sense of accountability: “I’ll look out for you and you look out for me.” Helping others do the right thing and welcoming the same in return helps us perform at our best as individuals, teams and an organization.

I will:

• Offer to check the work of my team member.

• Point out unintended “slips” and lapses.

• Request a “team check” or “time out” before an uncommon situation or unfamiliar procedure, to discuss what is about to happen.

• Point out environmental conditions that others may not have noticed.

• Provide immediate feedback – verbal or non-verbal.

• Thank team members for speaking up and preventing a mistake or error that could have caused harm.

• Recognize that failure is an opportunity for everyone to learn.

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Behavior Commitments

Behavior – You Own It

• Our success is based on our ability to take ownership of what we are doing. When we take ownership we internalize that part of our job and become energized in what we do. We are all owners, no matter what our position is in the organization. Taking responsibility demonstrates integrity and conviction. Make it a point to learn something new every day and identify ways to continuously improve.

I will:

• Be a part of the patient experience and follow through to ensure best outcomes.

• Be proactive and present suggestions for new ways to perform tasks.

• Complete assignments on time.

• Never say, “That is not my job.”

• Acknowledge and respond to all incoming communication in a timely, professional and pleasant manner.

• Always consider the details as well as the big picture in all that I do.

• Be committed to my own personal and professional development by seeking new knowledge, skills and abilities.

• Keep my working environment and any area that I walk through well maintained, clean and uncluttered.

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God Honoring

Dignity

JusticeIntegrity

Compassion

AMITA Health Mission: To extend the healing ministry of Jesus.

Inspired by faith, AMITA Health embraces the dignity of each person and family and delivers excellent care with empathy.

AMITA Health Behaviors

Attitude Is EverythingWords Matter200% AccountabiltyUnityYou Own It

AMITA Health Values

God HonoringCompassionJusticeDignityIntegrity

Brand Promise

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We are AMITA Health, and these are our Behaviors

Our Behaviors set the tone for the work environment and culture we want to work in and live by every day.

Team Member Commitment & Agreement

By signing this pledge, AMITA Health asks every team member to support our organizational Mission, Vision and Values and to foster an environment where our behaviors will continue to live on.

I have read and understand the AMITA Health Behaviors, and I commit to them on a daily basis. My signature below serves as my pledge to honor this commitment.

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