Standards of Behavior

/Standards of Behavior
Standards of Behavior 2016-04-13T21:50:32+00:00


Respectful Interaction

  • Address customers by name
  • Acknowledge all who are present
  • Show appreciation – say “Please” and “Thank you”
  • Escort customers to their destination
  • Praise in public, coach in private

Phone Courtesy

  • Answer the phone quickly and courteously
  • Answer the phone with a smile
  • Ask before placing caller on hold or speaker; advise caller if they are on speaker
  • Take complete messages – Who, What, Where, Why, When (Date & Time)
  • Use cell phones and bluetooth devices appropriately
  • Essential use of cell phones to be determined by department manager


  • Knock before entering & identify yourself
  • Respect individuality, privacy & dignity
  • Avoid confidential discussions in public
  • Protect PHI and other sensitive information


  • Welcome new coworkers
  • Share information, knowledge & experience freely
  • Take initiative in helping others
  • Agree upon and commit to reasonable goals
  • Follow through on commitments
  • Celebrate/recognize teamwork and accomplishments
  • Thank coworkers
  • Promote fellowship among employees


  • Practice the GEMS principles
    • Get the whole story and apologize
    • Empathize and evaluate
    • Make it right
    • Satisfaction
  • Keep customers informed
  • Acknowledge customers by listening
  • Anticipate customers’ needs and respond
  • Manage up – speak well of coworkers
  • Be approachable – smile and be friendly


Work Area

  • Keep work areas clean and uncluttered
  • Return equipment to appropriate areas
  • Pick up trash inside & outside


  • Show pride in your work and environment
  • Maintain a professional appearance


  • Be honest with yourself and coworkers
  • Be ethical in all you do
  • Comply with all applicable policies, rules, laws and regulations
  • Exercise due diligence prior to decisions
  • When in doubt, seek advice from others
  • “Do the right thing”