MISSION: REBUILDING LIVES, RENEWING HOPE
VISION: TO BE THE PREMIERE REHABILITATION HOSPITAL MEETING ALL PHYSICAL REHABILITATION NEEDS WITH A SPECIALTY IN NEUROLOGICAL SERVICES

Each employee is responsible to be 100% every day with every patient to support clinical excellence and deliver exceptional service through C.A.R.E.S.

COMPASSION & COURTESY

I am friendly &welcoming to patients, visitors, physicians & co-workers, treating them as I would want to be treated.
I will demonstrate a caring & compassionate attitude.
I ask every patient their preferred name and address them accordingly.
I greet everyone with a smile and a hello and demonstrate a caring attitude.
I use AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You) for all patient communications.
I respect all individuals' personal and cultural beliefs and needs.
I welcome each new patient and their family to Spalding.
I treat each patient's room as their personal space and treat their belongings with care.
I make eye contact and address patients at eye level.
I will protect our patient's dignity, privacy and confidentiality.

ANTICIPATION & ACCOUNTABILITY

I will listen to my patients and their families and provide service and information in an attempt to anticipate needs.
I will prioritize my work based on patient & customer needs.
I will stay informed about hospital & department initiatives and seek professional development.
I will act professionally and wear clean & neat clothing specific to my role at Spalding.
I will strive to exceed patients' expectations and sincerely apologize and seek remedies when expectations are not met.
I will offer explanations – not excuses – and take accountability for my actions.
I will make sure other staff are aware of our patients' needs & collaborate to insure quality care.
I will never say "it’s not my job", "it's not my patient" or "I just work here"!

RESPECT & RESPONSIVENESS

I will treat each person as an individual and how I expect my family or myself to be treated.
I will control my voice, body language and emotions and be aware of how I impact others.
I will cheerfully answer the phone and tell the caller my name and department.
I will give patients, visitors, physicians & co-workers my full attention during conversations.
I will manage patient expectations by proactively communicating.
I will personally commit to following through until I can find a solution to problems.
I will act with integrity & promote a climate of trust.
I will respond promptly to call lights and treat them as a priority.
I will keep personal conversations including phone call & texts to a minimum and never take them while providing patient care.

EMPATHY & EXCELLENCE

I will listen to my patients and customers; show genuine interest & concern for their feelings.
I am empathetic while working with patients, families, colleagues & physicians.
I will make every attempt to understand my customer's needs and deliver service that exceeds their expectation.
I will make eye contact, listen without interrupting, and be able to paraphrase or reiterate what was heard.
I will show excellence in mastering my professional skills.
I will demonstrate Spalding’s Culture of Excellence in everything I do.

SATISFACTION & SAFETY

I will be that positive person our patients see that encourages them to "rebuild their life" and help them "renew their hope".
I will be genuine and genuinely show my dedication to my profession & to my patients.
I will create a positive and lasting first & ongoing impression.
I will speak up if I see any practice or condition that may cause harm to a patient, visitor or co-worker.
I will take personal responsibility to ensure a safe, clean workplace & make sure hallways & patient rooms are free of clutter.
I will take appropriate action to insure the patient's room is clean.
I will report suspicious activity and any incident that may impact safety.