Each one of us has the power to help patients get well. Patients need our knowledge and our emotional support throughout their time with us. They need to know they can trust us and depend on us. Living out Altru’s Behavior Standards is a good place to start. Making these standards part of how you live your life will take time. However, it will become easier with practice. The important thing to remember is that we treat the patient, not the problem.
Meaningful: We will provide an exceptional patient experience.
- I will treat each person as an individual and remember a healthcare experience is not routine or comfortable for everyone.
- I will demonstrate that “I have the time.”
- I will be mindful of my tone of voice and convey that I am trying to understand.
- I will keep others informed.
- I will be compassionate and recognize that everyone is important.
An older gentleman came in for his regular dialysis treatment. The patient was a former farmer and wasn’t enjoying the long periods of sitting and watching TV. After getting to know him, Janelle learned of his love for farming. She purchased a custom combining documentary. He watched the documentary during his next appointment and told the nurses it was a highlight of dialysis!
Janelle acknowledged he was a person and not just a patient. She gave him a world-class care experience and changed his view of his dialysis appointments. Janelle demonstrated how to provide a meaningful experience.
Here are some other examples of meaningful:
- Think before you speak. How will your words impact the person listening?
- If you think a project will not be completed by deadline, update the appropriate person with your progress. Explain how you will work to accomplish the task.
- Demonstrate compassion. If you notice a co-worker or patient is having a tough day, ask how he or she is doing. Be willing to listen, even if you have a busy schedule.
Team: We will work together to deliver world-class care.
- I will be committed to the success of my team.
- I will seek consensus with my teammates and openly support decisions.
- I will display energy and enthusiasm and bring all my talents to the table.
- I will be flexible when faced with change in my work environment.
The next behavior standard is team. Visualize the human body. Each part has a specific and important role. If one part suffers, the whole body suffers. Think of Altru in the same way. Each one of us is integral in the function of the system. If one of us doesn’t do our part, the whole system suffers. In the same way, if we each work together and support one another, the body prospers.
Team in Action
In 2014, Altru’s ambulances responded to 7,335 calls for service, including the healthy delivery of four babies outside of the hospital. Responding to emergency situations requires excellent teamwork in the field and in the emergency room. In these instances, teamwork extends beyond our staff to include community agencies and other emergency personnel.
Here are some other examples of team:
- If a co-worker has a new idea, support it.
- During meetings, be excited and curious. When someone is speaking, show interest and nod. Show you are listening, not just hearing, by displaying attentive body language, providing feedback and responding appropriately.
- Accept each other’s differences. Each person brings different talents and experiences to the table.
- When something unexpected happens, take a deep breath. Think before reacting.
Each of us is important in a patient’s healthcare experience. Although some of us might not directly care for the patients, we still are important to the success of the team.
- Altru’s Behavior Standards: Acknowledge and Respect
- What it means to say: I AM ALTRU
- Our Journey to World-Class Care
Audrey Lorenz, strategic planning lead within Altru’s Corporate Development, has been with Altru for 26 years. Within her role, she focuses on business strategic planning and brand management. During her free time, Audrey enjoys being with her husband, two daughters and 12 dogs. She enjoys running, decorating and doing yard work.