Broward Health Expectations – For our Employee Partners
Exceptional Service to Our Community
Make a positive first impression. Smile, make eye contact, and introduce yourself using AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank you)
Anticipate people’s needs. Demonstrate a caring attitude. Understand sick and injured people and their families are under stress. Anticipate people’s needs. Don’t wait to be asked.
Use appropriate names when addressing patients, families and employee partners: e.g. Mr., Mrs., Sir, and Ma’am.
Use active listening, provide specific instructions (that are understandable considering the listener’s age, education, socioeconomic and cultural background) and encourage patients and significant others to ask questions. Respond to their questions and concerns in an accurate and timely manner or find someone who can.
Keep patients, significant others and team members informed of unexpected delays, changes, and updates.
Answer all calls by identifying yourself and your department. When transferring a call, first provide the caller with the correct number in case the call is dropped.
Knock on the doors prior to entering patient room, treatment area and office then ensure to close doors and/or curtains when possible for their privacy. Maintain patient dignity and privacy.
I have read and understand the above Exceptional Service to our Community set of expectations. (Please initial.)
Collaborative Organizational Team
Follow your facility’s rounding procedures; respond to all call lights immediately asking customers, “How may I help.”
Keep all patient information strictly confidential; refraining from discussing any patient care or customer in public areas such as elevators, hallways, lobbies and/or cafeteria.
When planning to be away from your extension for an extended period, leave the appropriate voicemail.
Limit the personal use of phone and texting to breaks and off duty time to prevent interfering with your work responsibilities and work flow.
Cooperate and support teammates who may need assistance.
Answer call lights, it is everyone’s responsibility, even if it is not your department. Find someone to fulfill the request on behalf of the patient.
I have read and understand the above Collaborative Organizational Team set of expectations. (Please initial.)
Accountability for Positive Outcomes
Be sure you know, understand and fulfill the responsibilities of your job and commitments. Be responsible for the outcomes of your efforts (including mistakes made), ask and offer help as needed. Recognize your work as a reflection of yourself.
Communicate problems and complaints through the proper chain of command. Safety, quality, regulatory, and/or policy concerns can be reported directly to Human Resources, Administration, Quality or Compliance.
Adhere to Broward Health’s dress code and standard for professional appearance, including wearing your ID badge above the waist, facing out. Stop individuals not wearing a badge and escort them to security.
Fulfill your commitments. Follow through on requests.
Ensure you are current with all of the environment of care safety codes and how to activate an emergency code.
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Fostering an Innovative Environment
Maintain all professional licenses, certifications and credentials and mandatory education. Seek out opportunities to improve your skills and competencies.
Be professional and respectful of fellow teammate. Recognize conflicts may exist, but courtesy and team work are our priorities in finding ways to better meet the needs of our patients and improve care/services.
Find ways to conserve our resources as fiscal responsibility is everyone’s job.
Find ways to create efficient and effective systems so that we do not spend our time repeatedly fixing the same problems.
Learn from mistakes, admit it and move on to improve the situation and not repeat it.
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Valuing Our Employee Family
Recognize, reward and celebrate our successes.
Be considerate and avoid making negative comments about our fellow employee partner’s workload or habits to our patients and other team members.
Welcome new teammates. Be supportive and offer to help.
Take ownership for addressing concerns/complaints. If there is a complaint, try to resolve the issue. If there is a concern, utilize the chain of command.
I have read and understand the above Valuing Our Employee Family set of expectations. (Please initial.)