Home » Careers » Pursuing Excellence

Pursuing Excellence

Catholic Health expects each of our associates to exhibit our core values and the following behaviors in order to provide an exceptional and safe experience for our patients.

Interact Respectfully and Compassionately

• Welcome the people we serve and all the associates in a warm friendly manner. Be courteous, make eye contact, smile, introduce yourself and address people by name whenever possible.
• Conduct conversations in appropriate settings with discretion to protect confidentiality.
• Take time to listen and act on the concerns of those we serve.
• Present a professional image to patients, families and co-workers.
• Build collaborative relationships throughout the organization in order to share knowledge, skills and resources.

Have a Positive Attitude

• Create a positive first impression.
• Engage in open, two-way communication.
• Directly influence others through your behaviors.
• Focus on finding solutions, rather than blaming or complaining.

Be Accountable for Your Actions

• Managers and supervisors should set clear expectations and demonstrate the expectations on a daily basis.
• Execute on expectations or ask for clarification if expectations are not understood.
• Align personal actions, performance and responsibilities to the Catholic Health pursuit of excellence.
• Accept responsibility for actions, decisions and results.
• Embrace change as a way to improve the care of those we serve.

Follow the Rules

Know the policies, procedures and practices within your department and follow them. For example:

• Perform required rounding.
• Use two patient identifiers.
• Perform time-outs.
• Wash your hands.

Communicate Clearly and Directly and Perform Effective Hand-offs

1. Use SBAR (Situation, Background, Assessment, Recommendation) communication at defined times. Provide important information on patient status at critical times.
2. Clearly communicate to coworkers important issues:
   • Hand-offs are communicated utilizing SBAR.
   • Important information is communicated to the next shift.
   • Important events are communicated to your manager.
3. Be courteous. Make eye contact, smile, introduce yourself, and address the person by name.
4. Pay attention to your body language and the tone that you use in an effort to reduce a negative message.
5. Answer questions in a manner that is understood by the receiver.

Have a Questioning Attitude

When something doesn’t appear to be right, stop and clarify before proceeding. Speak up for safety.

• Be aware of the supplies / equipment necessary to perform your job.
• Check if equipment is functioning properly or in need of repair.
• Ask questions if you have a concern regarding a policy / process.
• Ask questions if a lab result appears wrong, a medication dose to high, etc.

Work as a Team

• Accept feedback from other members of your department or from another associate.
• Encourage others to follow the rules.
• Point out when something doesn’t seem right.
• Take a few minutes to pitch in and help out with something that may not be “your” job.
• Encourage trust and cooperation among coworkers and between departments.

Pay Attention to Detail

• Set aside distractions to center yourself and give your full attention to the patient, family and team member.
• Pay attention to the possible spiritual or emotional needs of the patient.
• Listen to the requests and anticipates the needs of the patient. Assist in finding someone to help.
• Use STAR ( Stop, Think, Act, Review).
• Take your time and focus on the task at hand.