Pratt Regional Medical Center
provides excellent and compassionate healthcare services.
Simply the Best2
At PRMC we are committed to providing “Simply the Best” healthcare services in South Central Kansas. We have developed Standards of Performance that involve every aspect of care that occurs in our facility. These include:
Commitment to People
Personal and Elevator Etiquette
Respect For Co-workers
Sense of Ownership
This is our opportunity to make a difference in the care and treatment of each person we encounter—patient, guest or co-worker. The Standards will lead to consistency and integrity. All PRMC employees are held accountable for making these Standards work.
Pratt Regional Medical Center’s Board of Directors,
Administration, Personnel and Medical Staff, within the
religious values of our area, are committed to maintain
and restore health, enhance the dignity of the human
person, and foster life from conception to death in a
caring and professional environment.
We Believe in SERVICE
Service to Humanity Excellence in Performance Respect for the Individual Value to Employees Integrity of Relationships Community Responsibility Enhanced Access to Healthcare
Our “Simply the Best” commitment is reflected in our attitude. We believe a positive attitude is a requirement,
not a choice.
Greet everyone with a smile, eye contact and a personal introduction when needed. Use their name if possible.Script: (Smile) Hello Mr. Smith, my name is __________ and
I am here to help you.
You are responsible for your attitude and morale.
Show respect, courtesy and sensitivity to everyone. Rudeness is not
tolerated. Eliminate drama from your interactions. Show that you care, listen with your heart. Always go above and
beyond what is expected of you.
Laughter is good medicine.
Use humor to improve interaction between yourself and others.
Be open and respect the views, ideas and talents of others.
People are NOT interruptions to our work, they are the
reason we are here. Always apologize for problems or
Encourage others by using sincere compliments and praise.
Always use instruction instead of correction.
First impressions are important and show your attitude.
Wear a smile and appropriate, professional clothing.
Know & follow the dress code:
NO flip-flops, T-shirts or jeans.
Wear ID badges on the collar or at shoulder level
at all times.
Good personal hygiene is always expected and
is part of your appearance.
Help keep our facility looking appealing by
maintaining a clean and pleasant environment.
It is EVERYONE’S job to pick up litter and
clean up spills.
Always return equipment to its proper place.
Keep personal work areas neat and organized. Signs with amusing messages are usually inappropriate.
Do not use stained linens or those in need of
repair, in patient care areas.
Commitment to People
We will be friendly, attentive and considerate. These actions will show that we care.
SMILE and go the extra mile.
Park in areas designated for employees, this shows respect for our patients and guests.
Take care of people regardless of whose job it is. Don’t just give directions, always escort people to their destinations.
Respect the values and beliefs of others,
even if different from your own.
Anticipate the patient’s needs before leaving the room. Make sure everything they need is within reach.
SCRIPT: Is there anything more I can do for you?
Keep information boards updated and practice good handoff communication.
Use language the patients and families can
understand and provide the information they need for healthcare choices.
Good manners create a positive impression.
Always allow patients and guests to enter or exit the elevator first. Smile and speak with people in the elevators and hallways.
Listening is as important as talking.
People are more important than cell phones. When talking to patients, employees or attending a meeting, put the cell phone away. Personal calls should only be made during lunch or break times.
Excuse yourself when you need to take a
telephone call on a hospital cell phone or when a patient or guest receives a telephone call.
Do not discuss patients, their care or hospital business: on the elevator, in social media or any public place.
Patients on a cart/bed in the elevator have
priority. Allow for patient privacy by waiting for the next elevator.
Patient needs are a priority at PRMC. By answering call lights in a timely manner, customers will be assured that their needs will be met.
Exceed patient/family expectations by
anticipating needs and responding to them
before they have to ask. Call lights can be answered by any PRMC employee.
SCRIPT: “How may I help you?” or “What
message can I give your nurse?”
Make sure the proper person receives the
message prior to leaving the area.
Answer call lights in a caring, courteous and timely manner.
Before leaving the patient’s room, make sure the patient understands where the call light button is and that it is within the patient’s reach.
All employees should know how to operate the
telephone in their area.
Answer calls promptly and cheerfully.
Always identify yourself and your department. SCRIPT: (You can hear a smile, so smile and say) “Hello, this is ______ in the PRMC Admissions office. How can I help you?”
Ask permission before placing a person on hold and check with them in one minute intervals. If it will be more than a few minutes before the call can be answered, take their number so the call can be returned later. All calls should be returned within 24 hours.
Always use the “hold” button rather than putting the phone down or covering the mouthpiece to protect confidentiality.
Before transferring a call, give the caller the phone number or extension of the person you are transferring the call to. SCRIPT: “I will transfer your call now but if you get disconnected or need to call back the
number is _________.”
Leave a voice mail message in non-emergency situations. Over-head paging is not permitted
in non-urgent matters.
We want our customers to understand their treatment process and will need to help them understand it. We also value our customer’s time and are committed to providing prompt service.
Teach patients and families about the process so they will know what to expect.
Inform patients and family members whenever there are delays and changes.
Thank people for waiting and apologize for
delays. If the delay requires re-scheduling an
appointment for another day use the
“We Care” program.
Provide a comfortable atmosphere, refreshments and reading materials for waiting patients and families.
Update family members while a patient is
undergoing a procedure. If it is a long procedure, the procedure nurse should come out and assure the family of the progress or at least call and inform the nurse so she can relay the message. Let them know when the patient is in recovery.
Communications improve understanding. Avoid using medical terminology, misleading words and phrases. Be careful about verbal and non-verbal messages.
“We’ve got your back” means
that management and staff
support one another. We do this by being open to ideas and concerns, providing
feedback and keeping lines of communication open. Always be courteous, concise and respectful
at all department levels.
Address people and respond to questions
respectfully. Use “please” and “thank you”, when
appropriate. Never use offensive language
(profanity, racial slurs, etc.)
Make every effort to read hospital publications and memos, and attend department meetings to keep informed and positive about the
facility and its events. Ask questions and be informed—don’t assume.
When receiving a complaint, thank the person for letting you know their concerns and relay the concern to your supervisor if you can’t resolve the problem.
Everyone can be assured that their privacy is of the
utmost importance to us. All information will be held
in confidence and shared only with those who are
Do not discuss patient care or PRMC issues in public areas. Social media is not appropriate for relaying information. Medical records should be
confidential and secure.
Knock before entering a patient room and
Politely ask visitors to leave and close the door before providing care. Provide a robe or second gown for the patient while in the hallway. Cover the patient while being transferred in a wheelchair or cart with extra sheets.
Telephone conversations between employees and patients should always be conducted
Ask for patient and/or family input as much as possible with issues about their care. Allow patients to make their own care choices when advisable.
Respect cultural differences; remember we all come from different backgrounds and experiences.
Respect for Co-Workers
We are linked together through our commitment to
patients. Our co-workers are one of our most valuable assets. Teamwork is important because we work
together daily. Respect, compassion and courtesy
are crucial for PRMC to be a “Simply the Best”
place of employment.
Smile and greet co-workers by name. Welcome new employees. Offer help and set a good example.
Willingly assist co-workers. Teamwork is important throughout the organization. Always be honest with co-workers holding them accountable when needed and praising their good work when noted.
Be professional. Rudeness is never acceptable. Do not criticize or embarrass employees in the
presence of others.
Actively listen to co-workers and be loyal to them. Don’t gossip. Be discreet and cautious about what you say.
As a team member, help solve problems. Choose to respond instead of reacting to situations. Stick to the facts and leave out the drama.
Sense of Ownership
Every employee must have a sense of ownership at PRMC. We must live by the mission of the organization and work together to create an environment in which all employees feel respected, appreciated and valued. PRMC is a family of many unique individuals supporting the work of the hospital.
As a member of the STB2 team take pride in yourself and the organization. We are more
successful if we do this. So help keep the buildings and grounds neat and clean.
Be responsible and be professional at all times. Look for opportunities beyond your assigned jobs to help the PRMC team. Promote positive community
attitudes about PRMC.
Report to work on time and be prepared to work. Manage your time well and perform your work in a timely manner. Internet surfing, Facebook and personal calls are not appropriate during work hours, ONLY during breaks.
Control operating costs by using purchasing
contracts and limit your supplies stocked in Materials Management. Share your ideas and thoughts on how PRMC can eliminate waste.
Safety is the responsibility of all PRMC employees.
Strive for an error free environment.
Practice appropriate handwashing techniques.
Use personal protective equipment and practice
Use appropriate lifting techniques and
Keep equipment to one side of the hall or
completely out of hallways if possible.
Do not block fire doors or exits.
Verify patient identification prior to giving care.
When administering medication, follow the five R’s:
Right Person; Right Medication; Right Dosage; Right Route; Right Time.
Be prepared for emergencies and know the
hospital policies for disasters and your responsibilities.
If in doubt, ASK.
YOU are Pratt Regional Medical Center.
YOU are what people see when they use our services.
YOUR eyes are what people see when they’re frightened.
YOUR voice is what people hear when they ride elevators,
try to sleep and try to forget their problems.
YOU are the one they hear on their way to and from
appointments that could affect their destinies.
YOUR comments are what people hear
when YOU think they can’t.
YOUR intelligence and care are what people hope they will
find at PRMC. If YOU are noisy, so is the hospital and if YOU are wonderful, so is PRMC. No visitor or patient can ever know the real YOU—unless YOU let them see who YOU are. All they know is what they see, hear and experience.
So, we have a stake in YOUR attitude and in the collective
attitudes of everyone who works at Pratt Regional Medical Center. We are judged by YOUR performance. We are the care YOU give, the attention YOU pay and the courtesies YOU extend.
THANK YOU for all YOU will do at PRMC.
The PRMC Standards of Performance reflect the high principles that we as employees of Pratt
Regional Medical Center have established for
ourselves. Each individual has an obligation to
uphold these standards to achieve the goal of
being “Simply the Best”. These standards will
ensure that our patients, family members and
employees are treated with respect, courtesy,
tolerance, and acceptance. Every person that is a part of PRMC (patient, resident, visitor, family
member, employee or volunteer) will be recognized for his or her worth, dignity and individuality.
I pledge to uphold these standards as a member
of the Pratt Regional Medical Center TEAM.