Standards of Excellence

Providing exceptional healthcare is the unwavering goal of Gritman Medical Center. Achieving this goal requires a team effort by all Gritman employees. Our Standards of Excellence define what it means to be a Gritman employee and part of our healthcare team.

Compassion

We care for others as if they were our own.

• I will welcome customers promptly in an appropriate manner, smile, and introduce myself.
• I will strive to be empathetic to the needs of our customers and to help alleviate any fear, confusion, pain or discomfort.
• I will offer our customers a ‘blameless apology’ and a simple factual explanation for problems and inconveniences they encounter, while striving to resolve any remaining issues.
• I will ensure our customers’ right to privacy and modesty.

Respect

We treat every person with respect.

• I will treat others with courtesy and respect. Rudeness and intimidation are never acceptable.
• I will treat every co-worker as a professional, recognizing that each individual’s expertise, though different from my own, contributes to our overall success.
• I will consider others’ time and priorities valuable.
• I will listen carefully and not interrupt.
• I will respect my co-workers’ privacy, be discreet in what I say, and discourage gossip.
• I will accept my role in the lives of others at Gritman with humility.
• I will focus on our patients, physicians, co-workers, and other customers, assisting them as best I can.

Integrity

We create a work environment based on honesty, accountability, respect, and collaboration, while striving for service excellence.

• I will be approachable, honest, and appropriate in all communications.
• I will take personal ownership of any issue brought to my attention, accepting the responsibility of seeing the task through to completion while striving for a positive interaction with all concerned.
• I will share my ideas and concerns in a respectful, professional manner. I will support decisions, and when appropriate, suggest changes to strengthen Gritman’s mission.
• I will discuss issues directly and only with the appropriate persons.

Excellence

We are linked by a common goal – commitment to providing Exceptional Healthcare.

• I will listen attentively to our customers in order to fully understand their needs, being mindful of both verbal and nonverbal messages and attempting to clarify whenever possible.
• I will protect the confidentiality of our patients and the Gritman organization, never discussing sensitive information in public.
• I will communicate with courtesy, clarity, and care, avoiding the confusing use of acronyms and jargon.
• I will demonstrate the highest commitment to making things better for my department and organization as a whole.
• When identifying problems, I will also offer potential solutions.

Collaboration

We work cooperatively to improve the health status of the community.

• I will work in partnership with my co-workers and the organization.
• As an employee, I will promote and support Gritman.
• I will promote teamwork and inter-departmental cooperation.
• I will respectfully address problems and attempt to resolve conflicts directly with my co-workers, seeking assistance from my supervisor as appropriate.
• I will never intentionally criticize or embarrass a co-worker in the presence of others.
• I will look beyond my assigned tasks and assist others on the Gritman team in any way I can.
• Humor and laughter are welcomed, but never at another’s expense or discomfort.

Accountability

We provide a work environment based on trust and accountability and the efficient use of resources to ensure our services are provided consistently.

• I will act like an owner, supporting the organization’s values and goals.
• I will perform my responsibilities and duties to the best of my ability.
• I will adhere to departmental and organizational policies, and suggest changes to strengthen Gritman’s mission.
• I will be responsible for everything I do and say.
• I will hold others accountable in a respectful and appropriate manner.
• I will continue to increase my knowledge and skills through continuing education, in-services, and other applicable means.

As a prospective member of the Gritman team, I understand that I am expected to support these standards and apply them to all aspects of my employment at Gritman Medical Center.