iExcel Standards of Behavior

At NRMC, we follow iEXCEL standards of behavior which helps us become stronger individually and collectively, so that we can better serve our patients and each other.

Integrity

• I will lead by example.
• I will be socially responsible by not wasting hospital time, resources or equipment. I will not take home hospital supplies.
• I will be honest with others.
• I will not discuss internal issues in front of patients, their families, or the public.
• I will be considerate by regulating the volume and content of my conversations and will not engage in or listen to negativity or gossip.

Empathy and Caring

• I will answer all calls for assistance in a timely manner and provide periodic progress reports.
• I will take the time to listen to associates, patients, customers, administrators, guests, etc. I will make eye contact when possible.
• I will be attentive to the needs of the patient and their family and complete priority tasks. When at the bedside, I will be sure to make frequent eye contact in order to avoid the perception of ignoring the patient and their family.
• I will always ask if there is anything I can do for the patient and their family prior to leaving the room and will thank them as well.

Excellence

• I will anticipate needs and look for ways to exceed customer expectations.
• I will never use the excuse that we are understaffed or too busy in front of the patient and their family.
• I will take the initiative to problem solve.
• I will apologize quickly when warranted, and I will thank the person for bringing the concern to my attention, and I will follow up with the solution.
• I will wear a smile.
• I will adhere to the dress code: no t-shirts, unit specific colored scrubs, no hoodies, non-uniform hats or sagging pants.
• I will be clean and free of body odor or any perfumes.
• I will live well (take care of myself ).

Communication

• I understand that my body language and tone of voice are powerful communicators. I will demonstrate an open, friendly posture and maintain a pleasant tone of voice.
• I will explain things in a way patients, family and coworkers can understand.
• I will adhere to the NRMC cell phone policy.
• I will always use AIDET (Acknowledge patient and family, Introduce myself and my role, Duration of procedure/exam, Explanation of procedure/exam and Thank You) when communicating with patients and their families.

Etiquette

• I will use proper telephone etiquette by identifying myself and the department when answering the telephone in a non-hurried manner and tone of voice.
• When calling a department within the hospital, I will identify myself and my department prior to making inquiries.
• If I place someone on hold, I will inform them first and allow them time to acknowledge. I will check with them if they are placed on hold, and after one minute I will offer to take a message.
• I will follow the 10/5 Rule by acknowledging people 10 feet away by smiling and then saying “hello” at 5 feet away.
• I will help lost guests and new associates by escorting them to their destinations. I will avoid merely pointing in a general direction.
• I will use proper email etiquette. I will not use all caps or several exclamation points to emphasize a point.

Loyalty

• I will never say that is not my job or that is not my patient. I will offer to help any way that I can, understanding that all patients are the responsibility of all staff.
• I will not call in except for unavoidable circumstances, understanding that call-ins leave my co-workers in a bind.
• I will not blame others in front of patients, their families or other staff members when there is a break in a process.
• I will manage up. In other words, I will speak highly of NRMC and our Associates. I will routinely share with patients and their families information that helps them to feel confident about their care, both at work and in the community.
• I will take the initiative to help others when I see a co-worker or patient in need.
• When re-assigned to a department other than my home department, I will present to the department and take assignment with a positive attitude. If I have concerns or needs, I will verbalize those to the appropriate person in a collaborative effort to resolve concerns. I will never use an angry tone or refuse to take an assignment.