important numbers uab... · 2010-01-15 · you appreciate how they make it easier. when you play...
TRANSCRIPT
Achieving
Through Professional Standards
Human Resource Management
UAB Health System Human Resources – 975-7705
UAB Hospital Human Resource Management – 934-4681
UAB Highlands Human Resource Management – 930-7690
Health Services Foundation Human Resource Management – 731-9600
Callahan Eye Foundation Hospital Human Resource Management – 325-8535
Viva Health Human Resource Management – 939-1718
UAB Ophthalmology Services Foundation Human Resource Management – 325-8361
General Information
UAB Hospital General Information – 934-4011
UAB Highlands General Information – 930-7000
Health Services Foundation General Information – 731-9600
Callahan Eye Foundation Hospital General Information – 325-8100
Viva Health General Information – 939-1718
UAB Ophthalmology Services Foundation General Information – 325-8620
Employee Resources
UAB Ethics Hotline – 1-866-362-9476 or www.uab.edu/ethics
The Resource Center: Employee Assistance and Counseling Services – 934-2281
Excellence in Action employee recognition program – uabmedicine.org/excellence
Standards and Clinical Resources – https://scr.hs.uab.edu
Important Numbers
UAB Health System physicians and staff touch the lives of thousands
of people each day—our patients, visitors, and co-workers.
Whether people come to our medical center for health care, to visit
patients, or to attend a business meeting, the appearance and conduct of
our faculty and staff leave a lasting impression. We should always strive
to meet the highest professional standards in all we do and in the way we
present ourselves.
This booklet offers reminders of our values—Own It,
Do Right, Always Care, Work Together—and serves as
a guide for the Health System’s performance standards
and emphasis on professionalism. Working together,
we can help UABHS touch the lives of thousands more
people and solidify our reputation for excellence in all
that we do.
William Ferniany, Ph.D.
CEO, UAB Health System
A Message From Dr. William Ferniany
As a member of UABHS, you are part of a large, diverse
community of health-care providers
and staff who share values, goals,
and priorities, all of which drive
our commitment to providing the
highest quality health care. Whether
you work for UAB Hospital, UAB
Highlands, the Health Services
Foundation, or any other UABHS
entity, maintaining professional
standards in all that you do presents
the best impression to patients and
visitors and helps create a great
work environment for everyone.
Excellence
We strive to be the very best at what we do.
We are not satisfied with “good enough.”
We seek the leading edge of medicine.
We seek the highest order of care.
We seek individual distinction and team enterprise.
core valuesUnderstanding the Core Values
“When there’s a problem with
a patient’s referral to a specialist or an
authorization for some type of procedure, I
try to find the best solution as
soon as possible. I Own It.”
–Judith Wilks-MayViva Health
Your guide to representing UAB
Own ItBE ACCOUntABlE. tAkE ACtIOn. MAkE It HAPPEn.
Where do you Own It? From the patient room to the waiting
room—anywhere on campus.
How do you Own It? You Own It when you are accountable for
your own actions. When you see something that needs fixing, and
you fix it; when you see someone who needs helping, and you the
help them. When you take pride in your work, your work area, and
the people around you, then you Own It.
What happens when you Own It? Important things get
accomplished. Patients, visitors, and your coworkers get the help
they need now, rather than later. Your department runs more
smoothly, because everyone there is taking responsibility for his or
her job and making sure it gets done.
Work TogethertHInk WIn-WIn. BUIlD COnSEnSUS.
PlAy yOUr rOlE On tHE tEAM.
Where do you Work
together? From the NICU to
the break room—anywhere
on campus.
How do you Work
together? You Work
Together when you ask
for help instead of doing it
alone. When you look at your
coworkers, and you appreciate
what they contribute to your area; when you look at your job, and
you appreciate how they make it easier. When you play your role
on the team and support your coworkers in playing theirs, then you
Work Together.
What happens when you Work together? Work gets done
faster, more efficiently, and more effectively. Challenges are met
with smart solutions. Everyone experiences less stress, because
everyone has help. Patients get the best care, because everyone is
contributing their best efforts.
“If I see a staff member who needs
assistance and it will
benefit the patient, I help.
I Work
together.”
–Velma ElstonUAB Hospital
Do RightFOllOW tHrOUgH. WOrk WItH PrInCIPlES. DO nO HArM.
Where do you Do right?
From the helipad to the
cafeteria—anywhere on
campus.
How do you Do right?
You Do Right when you
follow through with what you
say you will do. When you
have the opportunity to take
shortcuts, and you don’t;
when you don’t have to go
the extra mile, but you do. When no one is watching, and you do
your best anyway, then you Do Right.
What happens when you Do right? Patients get better.
Lives are made easier. Mistakes are avoided, because everyone
in your department can trust that everyone has done their job
correctly and that if an error was made, it was immediately
corrected. Your patients and your coworkers can thrive in an
environment of confidence.
Always CarelIStEn WItH EMPAtHy. BE COMPASSIOnAtE.
SUPPOrt tHOSE In nEED.
Where do you Always Care? From the OR to the elevator—
anywhere on campus.
How do you Always Care? You Always Care when you put
yourself in someone else’s place. When you listen with empathy,
even when you’re in a hurry; when you show compassion, even
when you don’t expect it in return. When you offer support to
anyone in need, whether they are a patient, visitor, or coworker,
whether they are on your unit
or not, then you Always Care.
What happens when you
Always Care? People feel
better. Your patients thrive in
a positive environment. You
better understand the stresses
your coworkers encounter
every day. Misunderstandings
are avoided, because everyone
listens with an open mind.
Do you have questions?
Ask your manager or supervisor, or talk to your Human resources representative.
“I take the time
to sit with a patient and
really listen to them or
lend a hand to a co-worker
in need of assistance.
I Always
Care.”
–Jessicagandy
UAB Hospital
“If I am unsure of
something, I
seek advice
to verify I am handling it
appropriately. I Do right.”
–Dawn Molz UAB Highlands
professional etiquetteProfessional EtiquetteElevator Etiquette
• Use the stairs when traveling up one floor or down two floors.
• When using an elevator, opt for a staff elevator rather than a public elevator.
• Allow those exiting the elevator to do so before you get on.
• Hold the open-door button so that others may get on.
• Do not hold the door and delay other passengers while continuing a
conversation with someone outside of the elevator.
• If you are escorting someone, hold the elevator door and allow that person
to enter first.
• To maintain confidentiality and integrity, do not discuss patients, patient care,
or work-related business on elevators.
E-mail Etiquette
• Do not send non-work-related forwards to coworkers at their Health
System e-mail addresses.
• Keep the tone of your e-mails polite and professional; sarcasm and
joking can be easily misinterpreted over e-mail.
• Use your Health System e-mail address for work-related e-mail
only; limit personal e-mails.
• Prior to clicking “Reply All,” consider who needs to be included in
the subsequent e-mail correspondence to minimize unnecessary
e-mails for everyone.
• Use the “Subject” field to enter a clear, concise description of the
e-mail subject.
Business Phone Etiquette
• Answer the phone within the first three rings.
• When answering the phone, smile, speak slowly, offer a
greeting—your department and your name—and offer
assistance. For example, “Good morning, Patient Financial
Services. This is Jane Doe. How can I assist you?”
• Before placing a caller on hold, ask, “May I place you on
hold?” and wait for a response.
• When transferring a call, tell the caller the number that they
will be transferred to.
• Limit the use of speakerphone where others could hear and
be distracted or disturbed.
• Give your full attention to the person you’re talking with on the
phone. Avoid talking with other people, using your computer,
or doing anything else that could distract you from that
conversation.
professional etiquetteCell Phone Etiquette
• Turn your cell phone off or set it to vibrate; use discreet
message alerts.
• Use a quiet voice when using your cell phone.
• Do not wear Bluetooth devices in work or public areas.
• Only make and take personal calls or text messages while on
break and away from work and public areas.
• End a cell-phone call immediately when a patient or visitor
needs assistance. Allow incoming calls to go to voicemail
when you are occupied with a patient, visitor, or coworker.
• Do not use a cell phone or send text messages while
operating a vehicle or any other equipment during work.
• Suggest to patients and families that they not use cell phones
in examination and treatment rooms.
• Avoid walking through public corridors while talking on your
cell phone. You will not appear approachable and available to
help our visitors and guests.
• Adhere to all patient-privacy rules and regulations and
safeguard confidential and sensitive information of any kind.
Etiquette Around the Facilities
• Politely offer directions to visitors who look lost. Try to use terms a visitor
would understand—the Cardiac Care Unit, for instance, rather than the
CCU—and, if possible, take the visitor to his or her destination.
• Avoid littering of any kind. Make sure all wrappers, cigarette butts, and other
trash make it into the proper receptacles.
• Avoid perfume or cologne; some people are very sensitive to fragrances.
• Maintain good manners and a positive attitude around patients, visitors, and
coworkers.
• Do not sleep, appear to be sleeping, or lie on furniture in public areas.
• Whenever you wear your badge outside of UAB, be mindful of your behavior
and activities—you continue to represent UAB.
Smoking Etiquette
• Smoke only in designated smoking areas—even if the weather is bad,
even if you only intend to smoke briefly.
• Be conscious of the appearance of our grounds and dispose of cigarettes
appropriately.
• Employees smoking anywhere other than designated smoking areas will be
subject to disciplinary action.
• If you see an employee or visitor smoking in a non-designated smoking
area, politely direct them to a designated smoking area. For example,
“Excuse me, but this isn’t a designed smoking area. May I show you to a
designated smoking area?”
dress code
T-SHIRTS, including UAB t-shirts, are not to be worn by any employee, except on occasions approved by Administration.
DOHair pulled
backappropriate
earrings
id badge displayed properly
tucked-in sHirt
Dress Code• Regardless of the facility or
department in which we work, we are
all representatives of the UAB Health
System, and our appearance sends
a message to others. Our patients,
their families, and our co-workers and
students know that they can expect
expert care and attention when we
take pride in our appearance and the
appearance of our facility.
• Your manager can provide a complete
dress code for your area.
Direct Patient-Care Provider
DON’Tlong Hair
not pulled back
large earrings
no id badge
untucked sHirt
DON’THair cover,
isolation gown, mask,
and sHoe covers
worn outside of tHe
clinical area
DON’Tt-sHirt
scrub jacket around
waist
id badge below waist
buttons obstructing
view of id badge
Direct Patient-Care Provider
DO NOT wear open-toed shoes in patient-care areas.
DOHair pulled
back
lab coat worn over
scrubs wHen
outside of tHe
clinical area
appropriate sHoes
DO
acceptable professional pin; id badge
displayed properly
appropriate scrubs or
scrub top/jacket
appropriate sHoes
DOid badge
displayed properly
appropriate scrubs
appropriate sHoes
clean labcoat
DON’T
id badge below waist
denim
flip-flops
bluetootH Headset
id badge displayed properly
dress codeDON’T
no id badge
t-sHirt
Unit SecretaryDO id badge
displayed properly
appropriate scrubs
appropriate sHoes
DOid badge
displayed properly
appropriate uniform
appropriate sHoes
Environmental ServicesDON’T
t-sHirt
id badge below waist
denim
DOHairnet
apron
appropriate sHoes
id badge displayed properly
DON’T no Hairnet
using cell
pHone
no apron
Food Services
Guest ServicesDON’T HeadpHones
untucked sHirtid badge
below waist
capri pants
DO id badge displayed properly
tucked-in sHirt
appropriate uniform
attire
appropriate sHoes
DO NOT WEAR earphones while representing UAB; it makes you seem unapproachable to our guests.
DO NOT COVER ID badge with pins, stickers, or other accessories.
dress code
DON’T
id badge below waist
flip-flops
DON’T
flip-flops
no id badge
sHortskirt
large earrings
tHinstrapped
sHirt DO id badge displayed properly
appropriate sHoes
appropriate suit
MaintenanceDON’T
Hat worn backwards
no id badge
untucked sHirt
DOHat worn properly
id badge displayed properly
tucked-in sHirt
appropriate sHoes
Office/Business Office/Business
Office/Business
DO id badge displayed properly
appropriate sHoes
appropriate sHirt and
pants
DOid badge
displayed properly
appropriate sHoes
appropriate skirt and
top
DON’T
see-tHrougHsHirt
no id badge
untucked sHirt
HATS may only be worn if part of an approved uniform.