I used this picture in a blog I did a while back and it fits today’s topic.
We all want to feel good about our interaction with others and to be honest a kind word and smile is sometimes all it takes for us to feel like an interaction was special. Here are a couple of items from GVMH’s Behaviors of Excellence that help to accomplish this very thing:
- Follow the 10/5 rule. If you are within 10 feet of a person, acknowledge them with a nod or smile. If you are within five feet of a person, verbally acknowledge them, such as saying “hello.”
- Give warm welcomes, anticipate the needs of others and give fond farewells. This follows the principles of AIDET: Acknowledge the person by name. Introduce yourself and explain your role. Durations (tell how long a procedure or process will probably take). Explain procedures and purposes. Thank the person, ask for questions and shake hands.
GVMH’s Behaviors of Excellence are an expectation of all staff. There are four categories that make up the standards; Professionalism, Commitment to GVMH Team, Commitment to Customers/Community and Communication. Under each heading there is specific detail about what each category means and direction about how staff members should act relative to the category. Staff are introduced to the standards when they apply and they are asked to commit to the standards when they become a member of the GVMH Team. If a person can’t commit for whatever reason, GVMH may not be the right place for them to work – the standards are that important!
The two behaviors I outlined above come naturally for most staff, for others they have to make a conscious effort at first but over time they become habit. Whether habit or effort, the behaviors go a long way towards making GVMH a great place to work and a great place to receive care. Sometimes the simplest of things makes the biggest difference.