Mission, Values and Vision

Attitude

• Our job is to serve our customers and provide high quality service with care and courtesy. Always thank customers for choosing Baptist Hospital. Exceed expectations.
• Acknowledge a customer's presence immediately. Smile and introduce yourself at once.

Appearance

• Be clean and professional
• Follow dress code policies and wear your identification badge correctly at all times.
• Pick up litter and dispose of it properly. Clean up spills and return equipment to its proper place.

Communication

• Listen to customers. Be courteous. Don't use jargon. Keep patient information confidential.
• When someone appears to need directions, escort that person to his or her destination.
• Know how to operate the telephones in your area. Provide the correct number before transferring a call. Get the caller's permission before putting him or her on hold and thank the caller for holding.
• Answer calls within three rings. Identify your department and yourself and ask, "How may I help you?"

Call Lights

• All employees are responsible for answering patient call lights.
• Acknowledge call lights by the fifth ring and respond to requests within three minutes. Always address the patient by name.
• Anticipate patients' needs so they will not have to use their call lights.
• Ensure continuity of care by reporting to relief care givers before leaving the floor. Return promptly from breaks.
• Check on patients one hour before shift change to minimize requests during report.

Commitment To Co-workers

• Treat one another as professionals deserving courtesy, honesty and respect. Welcome newcomers.
• Avoid last-minute requests and offer to help fellow employees whenever possible.
• Cooperate with one another. Don't undermine other people's work; praise whenever possible.
• Do not chastise or embarrass fellow employees in the presence of others.
• Address problems by going to the appropriate supervisor.

Customer Waiting

• Educate families about processes and provide a comfortable atmosphere for waiting customers.
• An acceptable waiting time for scheduled appointments is ten minutes; it's one hour for non-scheduled appointments.
• Offer refreshments and an apology if a wait occurs. Always thank customers for waiting.
• Update family members periodically - at least hourly - while a customer is undergoing a procedure.

Elevator Etiquette

• Always smile and speak with fellow passengers; hold the door open for others.
• When transporting patients in wheelchairs, always face them toward the door and exit with care. If transporting a patient in a bed or stretcher, politely ask others to wait for another elevator.
• Pause before entering an elevator so you do not block anyone's exit. Step aside or to the back to make room for others.
• Walk departing guests to the elevator.

Privacy

• Make sure that patient information is kept confidential. Never discuss patients and their care in public areas.
• Knock before entering. Closes curtains or doors during exams and procedures. Provide a robe or second gown if the patient is ambulating or in a wheelchair. Make sure all gowns are the right size for the patient.

Safety Awareness

• Report all accidents or incidents promptly.
• Correct or report any safety hazard you see.
• Use protective clothing, gear and procedures when appropriate.

Sense of Ownership

• Take pride in this organization as if you own it. Accept the responsibilities of your job.
• Adhere to policies and procedures. Live the values of this organization. Do the right thing.

Our Mission
The mission of Baptist Health Care is to provide superior service based on Christian values to improve the quality of life for people and communities served.

Our Values

• Integrity
• Vision
• Innovation
• Superior Service
• Stewardship
• Teamwork

Our Vision
The vision of Baptist Health Care is to be the best health system in America.