CHRISTUS St. Michael Health System

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CHRISTUS St. Michael

Standards of Behavior

All applicants must read and agree to the Standards of Behavior before a job application is submitted.

Standards of Behavior Support CJ2E
The goal of our Continuing Journey to Excellence (CJ2E) is to elevate performance levels and hardwire excellent care, nurture unified teams, sustain satisfaction among our Associates, and create efficient operations for our physicians.

Standards of Behavior Align with Core Values
CHRISTUS St. Michael is an organization driven by its core values. Achieving the level of excellence that CJ2E inspires would not be possible without Standards of Behavior that are closely aligned with the CHRISTUS St. Michael core values.

Standards of Behavior Raise Excellence
Developed by our Associates, these Standards of Behavior provide specific tools and observable behaviors that will ensure consistency in performance -- and excellence in patient care. These Standards of Behavior form the foundation of supporting our Mission to “Extend the Healing Ministry of Jesus Christ.”

Core Value: Dignity
Respect for the worth of every person, recognition and commitment to the value of diverse individuals and perspectives, and special concern for the poor and underserved.

I hope you continue to explore our website, and discover the recognitions, awards, and accomplishments that CHRISTUS St. Michael has achieved over the past several years. Additionally, we are currently striving toward achieving ANCC Magnet Recognition® Program designation.

Communication & Behavior

Smile, greet, and make eye contact with all of our customers.
When using a work-related cell phone, utilize a private location.
Only use personal electronic devices including, but not limited to cell phone, lap top, I-pod, and MP3 during break or lunch periods and in designated areas.
Avoid non work-related communication in the midst of customers.
Replace “I’m too busy” with a conversation about identifying a timeline for meeting the request or finding someone who can assist.
Replace “That’s not my job” with a statement about what you can do to help the individual.
When you have completed your tasks or someone is struggling to meet a deadline, proactively offer to help.
Say “please” & “thank you.”
When addressing or referencing a customer, please use his/her name or “Sir” or “Ma’am.” Avoid pet names such as “sweetie” and “honey.”
Use a patient’s last name and appropriate title when communication information, such as “Ms. Smith in room 568 is requesting pain medication.”

Phone Etiquette

Make every attempt to have phones answered within three (3) rings, and answer with a smile.
When the phone must roll to voicemail, include in the voicemail a specific timeline for when calls are returned (example: by the end of the next business day), and abide by the timeline.
When answering internal phone calls, always identify your department, your name, and end with the question “How may I help you?”
When answering external phone calls, please identify yourself as CHRISTUS St. Michael, your department, name, and end with the question “How may I help you?”
Always obtain the caller’s permission before putting him/her on hold. Once you return, thank the caller for holding.
When a customer needs to speak with an individual in another department and the call will be transferred, confirm the availability of the Associate our customer is trying to reach. If the Associate is unavailable, provide the phone number to our customer and offer to transfer the call to voicemail.

Elevator Etiquette

Smile and say “hello” to others in the elevator.
When traveling with patients in wheelchairs, back them in allowing them to face the door.
Before pushing patients that are in wheelchairs, beds, etc. out of the elevator, make
Make room for others in the elevator.
Offer external customers the opportunity to board and exit the elevator first and hold the door.
Hold the “open” button as others enter, and ask what floor is needed.

E-Mail Etiquette

Check e-mail regularly.
Do not use the blind copy (bcc) function in Outlook.
Use email for quick communication. For more in-depth communication, utilize face-to-face discussions, phone calls, and/or interdepartmental mail.

Core Value: Integrity
Honesty, justice, and consistency in all relationships.

Confidentiality

Protect customer confidentiality.
Information about patients must never be discussed in public areas (See HIPAA Guidelines).

Peer Relationships (includes physicians)

Introduce yourself to all new Associates and assist in helping them to feel welcomed.
When conflict arises, address your concerns directly with the individual (individually or with a facilitator); if it cannot be resolved directly, follow the chain of command.
Meet established deadlines &/or provide a timely update for those involved if unable to meet the deadline.

Core Value: Excellence
High standards of service and performance.

Personal Appearance

Maintain a professional appearance that is appropriate for your position, duties and locations as defined by the Dress Code Policy.
Do not chew gum while interacting with customers.
Avoid use of smokeless tobacco, except in designated smoking areas.

Facility

Park in the designated Associate parking areas.

Core Value: Compassion
Service in the spirit of empathy, love, and concern.

Way-finding

When someone appears to need directions, escort him/her to the location even if it means you may be inconvenienced momentarily.

Answer-finding

If you don’t know the answer, find someone who does.

Core Value: Stewardship
Wise and just use of talents and resources in a collaborative manner

Care for our Facilities

Pick up and properly dispose of litter found on campus.
See that spills are cleaned up.
Return equipment to its proper place.
Report equipment issues so they can be addressed.
Keep work area tidy (example. Push in your chairs as you leave public areas/ minimize clutter).
Utilize shred and recycle bins.
Utilize energy efficiency strategies (example: Turn off lights at work station/area at the end of work day).

CHRISTUS St. Michael Standards of Behavior Agreement

Our application process and continued employment expectations include an accepted agreement and commitment to the standards of and values of this organization. Agreement is a prerequisite for employment at CHRISTUS St. Michael.

Agreement for CHRISTUS St. Michael Representatives and Prospective Representatives

A set of behavioral standards has been developed to establish specific behaviors that all CHRISTUS St. Michael representatives are expected to practice while on duty at this facility. CHRISTUS St. Michael representatives include Associates, students, volunteers, and contract/agency workers.

By incorporating these standards as a measure of overall work performance, it is made clear that representatives of CHRISTUS St. Michael are expected to adhere to and practice the standards of behavior outlined in this handbook.

Living the expected standards of behavior fosters trusted partnerships among CHRISTUS St. Michael representatives and CHRISTUS St. Michael Health System -- creating an excellent organization for Associates, patients, physicians, and all other guests.

I have read the CHRISTUS St. Michael Standards of Behavior handbook and understand that being out of compliance with any of these standards may result in discipline, up to and including, termination. I agree to comply with and practice the standards outlined within.

Instructions: Type your name exactly as it appears on your application in the field below, and choose "I Agree" or "I Disagree" from the drop down. Then click the Submit button to proceed. Agreeing to the Standards of Behavior above is a condition of employment with CHRISTUS St. Michael.
Note: The * fields are required.