Caregiver Model - Behavioral Standards - FINAL 2011-12

Caregiver Behavioral Standards
The center of the PeaceHealth Caregiver Model identifies

the interconnection between our Catholic Health Care
Ministry, Mission, Values, Ethics, Culture, Vision and
Operational Plan. The Attributes identify the personal
qualities that we embody and develop within ourselves.
The Job Functions define the dynamic relationships and
responsibilities of our work as caregivers.
The Behavioral Standards describe in detail actions

and behaviors that we hold ourselves and each other
accountable to as we carry on the Mission of PeaceHealth
and demonstrate our commitment to the patient experience.
SERVICE: TEAMWORK:
• Makes a positive first impression by greeting others, • Develops and maintains good working relationship by
introducing self, and wearing appropriate dress showing respect, compassion, and care for coworkers.
and easily visible name badge.
• Supports team practices, ground rules, and decisions
• Addresses patients and family members by their through action and communication.
preferred name while honoring privacy and
safety needs. • Shows appreciation for others’ unique talents, abilities
and accomplishments.
• Anticipates and quickly responds to the needs of others.
Explains problems and apologizes for delays. • Accepts accountability to uphold standards, learn
from mistakes, and practice forgiveness.
• Communicates respect and a positive, flexible
attitude by addressing patient and family needs • Supports team members by noticing where help is
and by explaining what can be expected. needed and offering assistance.
• Acts courteously by saying “please” and “thank you” • Refrains from engaging in negative behaviors such
and by asking permission when appropriate. as gossiping, complaining, or undermining others.
Dispels rumors.
• Supports patients and families emotionally through
caring behaviors including smiling, eye contact, gentle • Collaborates across shifts, departments and
treatment, and appropriate touch. roles to serve needs at large.
• Looks out for those who appear lost and offers • Resolves conflicts and disagreements in a calm
assistance. and open way. Handles difficult situations
with grace and professionalism.
• Answers the phone promptly. Introduces self by name,
role and department. Conveys “may I help you” through
tone and words. Asks approval before placing
caller on hold.
• Helps create a caring atmosphere by slowing down
and by minimizing noise and distractions. Continued next page...
We carry on the healing mission of Jesus Christ by promoting personal and community
health, relieving pain and suffering, and treating each person in a loving and caring way.
Caregiver Behavioral Standards
COMPETENCY: • Communicates clearly, concisely and professionally

in a respectful manner.
• Is able to state competency expectations of the work.
Holds self accountable to a high level of • Accepts responsibility for impact of own
competency demonstration. communication.
• Performs tasks within the scope of the job safely, • Limits casual conversations that can be overheard in
accurately and independently. public or shared work spaces and patient care areas.
• Maintains applicable professional or technical • Offers tools for those with communication needs
certifications and completes required training. such as language barriers or low literacy.
• Uses time, talents, materials, finances, and other
resources responsibly.
• Follows through on commitments and sees CONTINUOUS IMPROVEMENT:
issues through to completion or handoff. • Approaches problems as opportunities for innovation.
• Uses PeaceHealth Mission, Values, Vision, • Suggests ideas for workplace improvements.
policies,procedures, guidelines, and protocols to
guideday-to-day activities. • Supports change by being flexible, open and resilient.
• Respects all aspects of diversity and cultural difference. • Stays informed about changes or improvements
Incorporates awareness of diversity into daily practices. that are underway.
• Is open to giving and receiving feedback for
improvement.
COMMUNICATION: • Continually pursues additional knowledge, skills,
abilities, and experiences. Seeks to learn, develop
• Seeks feedback and ideas from diverse sources, including and grow, both professionally and personally.
those with different backgrounds, experiences, and
points of view. • Promotes learning across PeaceHealth by mentoring
others and building shared knowledge.
• Speaks up, raises issues and reports concerns in the
best interest of caregivers, patients, families, and • Uses input from patients, families and visitors
PeaceHealth. to make patient-centered improvements.
• Listens actively to ensure others are heard and supported • Seeks help from appropriate people when
when raising concerns. resolving problems.
• Uses easily understood and appropriate language • Works as a team member to provide input into and
to keep others informed. Invites and answers achieve team goals.
questions to check for understanding.
We carry on the healing mission of Jesus Christ by promoting personal and community
health, relieving pain and suffering, and treating each person in a loving and caring way.

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Caregiver Behavioral Standards

The center of the PeaceHealth Caregiver Model identiﬁes

The Behavioral Standards describe in detail actions

COMPETENCY: • Communicates clearly, concisely and professionally

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