Standards of Behavior

With a commitment to service, safety and quality - a commitment to excellence in all we do - Upson is where patients come first and are always treated with Compassion.  This word describes our culture and serves an acronym for our Standards of Behavior.

Communication --- AIDET

  • Smile and Make Eye Contact
  • Listen to Reduce Anxiety
  • Use Understandable Language
  • Include Patient in Planning Care
  • Provide Emotional Support

Opportunity --- Every person! Every time!

  • Greet others in halls, elevators, waiting areas.
  • Escort customers to their destination.
  • Use proper phone greeting --- Name, Department, "How may I help you?"
  • Be courteous: Say please, thank you, and address the person by name if known.
  • Show respect.
  • Use kind gestures.

Manage Up, Not Down

  • Use Key Words at Key Times
  • Offer Praise and Recognition When Possible
  • Provide Service Recovery

Professionalism

  • Provide Privacy
  • Knock Every Time
  • Close Doors
  • Protect Confidentiality
  • Guard Conversations and Written Records
  • Promote Professional Appearance and Behaviors
  • Adhere to Dress Code
  • Wear Name Badge
  • No Gossip

Always A TEAM Effort

  • Welcome and Mentor New Team Members
  • Support Team Members at All Times
  • Commit to Cooperation
  • Do Your Best!

Safety

  • Use Infection Control Practices
  • Use Patient Identifiers
  • Reduce Errors
  • Report Hazards
  • Keep Your Work Area Neat and Clean

Service Excellence

  • Exceed Expectations
  • Ensure that Everything You Do Leads to Very Good Care!
  • Ensure Patient’s Likelihood to Recommend

It’s About the Patient!

  • Every Patient, Every Time!
  • Practice the Platinum Rule: Do unto others as they would have you do unto them.
  • Cater to Our Customers

Outcomes --- Round for Results!

  • Achieve TOP 100 Hospital Status
  • Exceed Patient Satisfaction Goal
  • Meet Core Measures

Needed: YOU!

  • Be Compassionate
  • Be Accountable
  • Be Ready
  • Be Enthusiastic