At Piedmont Healthcare, we've made a promise.

A promise to recognize that this sterile environment can still be warm. That "hospital" and "hospitality" are not similar just by coincidence. And that world-class healthcare is even better when it's down to earth.

The promise means that, even though we love working here, we understand you may not want to be here.

It means knowing patients are more informed than ever, but realizing that "endoscope," "laparoscope" and "colonoscope" all sound equally intimidating.

Our promise is to be respectful of your time.

We promise to alleviate your fear. By hearing your concerns.

To do everything in our power to make you well. And keep you well.

So we'll remind you to: Get your colonoscopies, get your mammograms, exercise at least three times a week, and eat your vegetables.

We promise to empower you to take charge of your healthcare. By providing you with some of the world's best doctors, nurses and specialists. The latest in medical technology. Information you can understand. And lots of genuine, heartfelt concern.

The perfect balance between health and care. That's our promise.

Compassion
Caring for every person every day with dignity and respect.
I promise to consistently . . .

• Create a warm welcoming environment by smiling and making eye contact.
• Listen sincerely, avoid interrupting others, maintain eye level contact (sit when possible).
• Refrain from using cell phones or other electronic devices in the hallways and in front of patients and family members.
• View all colleagues as equally important members of the Piedmont Family by showing the same compassion and commitment to each other as we do our patients.
• Refrain from inappropriate conversation such as gossip and speaking negatively about people, processes or Piedmont Healthcare.
• Praise in public and raise concerns in private.
• Treat all patients, families and co-workers with dignity and respect.
• Personalize communication by using people's names when appropriate.
• Speak with people in terms that make sense to them (not too technical).
• Keep patient information confidential in accordance with HIPAA guidelines.
• Maintain patient privacy (i.e., knock before entering, close curtain or door during procedure).
• Value and respect differences in background, culture, religion and ethnicity.

Commitment
Dedicating ourselves to improving the lives of others.
I promise to consistently . . .

• Remove barriers by offering to help, never saying, "That's not my job."
• Accept and provide constructive feedback to change and improve behavior.
• Be part of the solutions rather than participate in blaming or making excuses.
• Take ownership of my responsibilities by staying involved through resolution.
• Arrive to work and meetings on time, and to begin working promptly upon arrival.
• Attend work when scheduled.
• Live the Piedmont Promise.

Service
Providing a safe and supportive environment to ask, learn and heal.
I promise to consistently . . .

• Use AIDET with every patient, every time (A-Acknowledge individual; I-Introduce myself; D-share the duration of the interaction; E-Explain what is happening and what's next; T-Thank the individual) both in person and on the phone.
• Use key words like "for your comfort," "for your privacy," "for your safety," "please," "thank you" and "I am going to take very good care of you."
• Assist patient and family members by escorting them to their destination as needed.
• Wear my name badge facing forward at chest level at all times.
• Answer the telephone before the fourth ring.
• Ask "How can I help you?"
• Make eye contact with patients, visitors, and co-workers within 10 feet; verbally greet patients, visitors and co-workers within five feet.
• Acknowledge and follow through on all requests in a timely manner. For example, call lights, billing requests, phone calls, questions from patients, families or co-workers.
• Manage up Piedmont physicians and co-workers at every opportunity. Managing up means helping others feel comfortable with the person who they will see/work with next. Example: "Your Radiology Technician is Jane, she's been here for 12 years and will take very good care of you" or "Sally will help you complete the appropriate paperwork; she will be able to answer any question you have."
• Keep patients and families informed on tests and next steps, and wait times.
• Use the phrase, "Is there anything else I can do for you? I have the time."

Excellence
Leading in quality through expertise, innovation and technology.
I promise to consistently . . .

• Dress in a way to project competence, professionalism and approachability.
• Treat my equipment as my own and keep my environment clean and safe for our patients, visitors, staff and physicians.
• Be an 'owner' of Piedmont by using resources efficiently and effectively.
• Promote safety with key words and actions such as checking patient identifiers, demonstrating hand hygiene in front of every patient every time, checking equipment, and returning wheelchairs to appropriate locations.
• Provide ideas to improve the work environment in my department.
• Continue to learn and seek knowledge to improve my performance through additional training, education and/or certification in my field of excellence.
• Identify opportunities to improve efficiency and remove waste.
• Be open and flexible to change that helps PHC achieve its vision.
• Use technology to make things better for our patients and customers.
• Share my skills, knowledge and expertise with my co-workers to continue to improve care and experiences at Piedmont Healthcare.
• Bring "best practices" into our everyday work.
• Work together across service lines and departments to ensure smooth interactions for patients, families and co-workers.
• Assist in keeping the organization in compliance with all regulatory standards and Piedmont policies and procedures (i.e., OSHA, HIPAA, TJC, DHR, etc.)

Balance
Using resources efficiently and effectively.
I promise to consistently . . .

• Exercise stewardship by using Piedmont resources efficiently and effectively.
• Seek others' ideas and perspectives in decision making whenever appropriate.
• Be an advocate for our patients and customers.
• Seek to understand the organization's goals, and to incorporate achievement of the departments' goals and objectives into daily activities.
• Understand the budgetary impact of my personal actions/decisions on my department.
• Represent Piedmont well when in the community.
• Strive to make choices that lead to a healthier lifestyle.

If hired, I agree to live the Piedmont Promise and commit to our Standards of Behavior each and every day.