ACES

You are what people see when they arrive here. Yours are the eyes they look into when they are frightened and lonely. Yours are the voices people hear. Yours is the intelligence and caring that people hope they’ll find here. When you are wonderful, the hospital is wonderful. Your performance is the hospital’s performance. Everyone benefits from your collective attitude, skills and performance. We are the care you give, the attention you pay and the courtesies you extend.

At Trinity, we uphold our Standards of Behavior and strive to exceed expectations, ensuring Excellence F.I.R.S.T. and “the best outcome, every patient, every time” by adhering to these ACES standards.

We promise:

• Be a problem solver.
• Be on time for work.
• Understand what our responsibilities are to patient, customer and co-worker.
• See tasks through to completion or closure.

• Keep patients informed of delays or progress in their care.
• Recognize employees, volunteers, students and doctors for their efforts.
• Show support for Trinity with our actions and words.

• Be diplomatic and respectful.
• Be a role model to others.
• Be positive, energetic and helpful.
• Show a genuine interest in our customers.
• Be open minded and flexible/adaptable.

• Be clean, tidy, well-groomed.
• Follow dress code by being respectful of customers’ perceptions.
• Pick up litter in common areas.
• Maintain a neat and organized work space.
• Consistently wear ID badge above the waist.

• Open communication.
• Attentive listener.
• Positive body language.

• Provide non-judgmental, empathetic care.
• Be sensitive to the challenges our customers face.
• Provide comfort and support.
• Always acknowledge our customers and their individual needs.

• Follow established organizational processes.
• Stay focused and engaged.
• Comply with all regulatory expectations.

• Be present, productive and punctual.
• Be supportive of the team.
• Be a good patient advocate.

• Adhere to HIPAA guidelines.
• Respect all protected health information [PHI].
• Speak in close proximity; be discreet.

• Escort lost patients and visitors to end destination.
• Show enthusiasm and initiative.
• Participate on teams or committees beyond job description.

• Understand and comply with policies affecting communication devices.
• Practice consistent scripted customer telephone etiquette.
• Return calls and e-mails promptly.
• Practice good elevator manners by allowing guests to enter/exit first and face wheelchair patients towards elevator door.
• Use the service elevators for transporting patients and equipment.

• Be honest.
• Be trustworthy.

• Provide sincere and safe environment in anticipation of patients’ and visitors’ needs.
• Strive to become a high performer.

• Treat others as professionals deserving courtesy, respect and cooperation.
• Respect diversity.

• Recognize and act to address, prevent, or resolve clinical quality or service problems or issues.
• Be aware of potential hazards and use personal protective equipment when appropriate. Don’t take any chances.

• Support and promote satisfaction of our customers and employees.
• Exhibit pleasure for having the opportunity to serve others.
• Be willing to help our team members accomplish the job.
• Look beyond our assigned tasks.
• Community involvement.

• Create a comfortable, enjoyable environment while remaining professional.
• Be friendly, welcoming and courteous to all.
• Demonstrate the “10-foot rule.”