Working by the VUMC Credo

Transcription

1 Working by the VUMC Credo Instructions: > Score all six behaviors. > Score each behavior as a whole number (1,2,3,4 or 5). Bullets are illustrative of types of behavior. > "Expert Performance" behaviors build on "Expected Performance" behaviors. > Average the six scores to come up with your Credo score. I make those I serve my highest priority Answers questions in a way that makes others Answers questions, ensures understanding and Makes others feel appreciated. Sets standards and feel they have caused an inconvenience. facilitates learning. acts as a role model for providing excellent service. Avoids additional responsibility and commitments. Prioritizes to ensure satisfaction despite time Finds creative and effective ways to ensure the needs pressures and significant obstacles. of people he/she serves are the basis of all decisions and initiatives. Avoids requests. Does not provide assistance and Stays accessible to provide assistance and Anticipates needs and responds proactively. support when needed. support when needed. Credo Behavior Scoring Tool - 1

2 I respect privacy and confidentiality. Discusses sensitive information inappropriately or Maintains the confidentiality of sensitive Identifies and acts to eliminate risks to the when it is not work-related. information. confidentiality of data and systems. Discusses confidential matters in areas where Discusses confidential matters in a private area Identifies opportunities and makes recommendations there is a potential to be overheard such as and only with the appropriate person(s). to improve or correct practices that could breach corridors, elevators or open office areas. confidentiality. Leaves sensitive information accessible to others. Keeps written/electronic information out of the Actively submits ideas to improve systems for view of others and disposes of written maintaining confidentiality. information appropriately. Enters an office, patient's room, treatment room Knocks prior to entering an office or patient s Knocks, asks permission to enter and identifies self or consult room without knocking and/or fails to room. Asks permission to enter and identifies using "AIDET" as appropriate. Stays actively aware of identify him/herself. self using "AIDET" techniques where appropriate. the environment and intervenes when privacy issues emerge. Coaches team members to follow procedures. Accesses systems inappropriately; shares Follows organizational systems, policies and Encourages appropriate use of systems; corrects and passwords. procedures. informs others about appropriate systems use. Credo Behavior Scoring Tool - 2

3 I communicate effectively. Fails to introduce self to others. Introduces self to others. Introduces self to others. Introduces others on the team and informs of their role. Does not wear ID badge consistently, or wears it Wears ID badge above the waist where name Reminds peers and colleagues to wear ID badge or where it cannot be easily seen. ID badge covered and title are easily visible. Staff member obtains place it where it is clearly visible. with stickers/pins so that name/title is not visible. a temporary badge when they do not have an ID. Passes others without greeting or making eye Smiles, makes eye contact and greets others. Models effective interactions and teaches others ways contact. Sometimes perceived as aloof or Speaks in a culturally appropriate and to put people at ease and to develop trusting disinterested in others. understandable manner. Shows concern and relationships. interest; actively listens. Frequently sends a negative message through Recognizes that body language and tone of voice body language such as sullen or exasperated expressions, rolling of eyes or tone of voice. are important parts of communication and uses them appropriately. Continuously gives positive messages through tone of voice and body language. Models and coaches colleagues in effective listening and communications techniques. Interrupts or becomes defensive when Listens and responds professionally to Models and coaches colleagues in active listening approached by dissatisfied patients, families, dissatisfied, patients, visitors and/or colleagues. techniques and managing conflict. visitors and/or colleagues. Creates written communications which are Creates clear, complete written communications. Teaches others clear and effective written substantially incomplete or have a negative tone. Considers perspective and knowledge-level of communication skills. Acts as a resource for review Does not get input on written communications. recipient. Solicits input on communications. and feedback. Communication is untimely, inappropriate and Communicates in a timely and appropriate Coaches others on how to best communicate. fails to consider the situation. manner. (Example; Does not use to resolve complex issues or to address emotionally charged situations.) Credo Behavior Scoring Tool - 3

4 I conduct myself professionally. Conveys to others insensitivity to their Recognizes the increasing diversity of our Actively seeks to learn about different cultures in our beliefs/differences. community and seeks to understand the cultures community and the potential implications cultural of the individuals we serve. Communicates and differences might have for a given situation. Teaches behaves in ways that are culturally appropriate. others in work area(s) when unique situations arise. Shows lack of concern to learn and improve skills Continuously learns and improves skills. Shares knowledge and mentors others (conducts inservices, etc.) by attending department in-services and meetings. Does not strive to maintain personal well being Strives to maintain personal well-being and Maintains personal well-being and balance of work and and balance of work and personal life. balance of work and personal life. personal life. Creates an environment where others feel compelled to do the same. Shows lack of concern for achieving personal and Holds self and others accountable for achieving Works to exceed and helps others exceed organizational performance expectations. performance expectations. performance expectations. Does not consistently apply prescribed safety Demonstrates safe working practices and Anticipates potential safety problems or obstacles and standards and makes minimal efforts to keep maintains a clean work environment. develops plans to eliminate them. workplace clean. Exhibits unpleasant and discourteous behavior Exhibits pleasant and amiable behavior during Exhibits leadership by setting a pleasant example and during interactions. interactions. encouraging others to follow. Provides feedback and coaching to others on professional behavior (cup of coffee conversation). Becomes discouraged or loses temper when Remains calm when confronted with or Serves as a role model to others in maintaining faced with obstacles, conflict or a high pressure responding to pressure situations. composure and professionalism during pressure situation. situations. Does not adhere to department and/or medical Consistently adheres to department and/or Makes suggestions for policy revisions. Actively center policies. medical center policies. participates in discussions to increase compliance to department and/or medical center policies. Frequently speaks in an inappropriate and/or loud Refrains from loud talk and excessive noise - a Actively seeks and takes measures to decrease noise tone of voice. quiet environment is important to heal, learn and in the environment. work. Promotes negativity in the workplace. Creates a positive work environment and Creates optimism in the workplace. community perception by demonstrating one s best professional judgment when representing Vanderbilt. Credo Behavior Scoring Tool - 4

5 I have a sense of ownership Waits for others to take the lead to problem solve. Takes ownership of problems until resolved. Recognizes and addresses systematic problems negatively impacting satisfaction or processes. Does not use appropriate resources when faced Uses appropriate resources to effectively and Generates solutions to complex problems quickly and with problems/challenges. efficiently resolve problems. with minimal use of resources. Becomes discouraged, loses temper, or does not Willingly participates in discussions on problem Persists until personal and team goals are achieved pursue solutions when faced with obstacles, resolution, asks for and provides timely and and understands when change is necessary. conflict or uncertainty. honest feedback. Shows a lack of interest in the achievement of Works to make progress towards personal and Puts the good of the whole ahead of self or team. personal and team goals. team goals, despite difficulties. Ignores departmental policies and procedures or Follows departmental policies and procedures. Makes recommendations to improve policies and complains about them. Willingly adapts to new policies and guidelines. procedures. Unwilling to shift directions or compromise even Willingly accepts challenging assignments. Seeks out challenging opportunities and enjoys when in the best interests of the organization. Works to support organizational changes. overcoming obstacles. Does not consider the cost of organizational Is mindful of cost of organizational resources and Identifies and implements cost saving initiatives. resources. works efficiently and effectively to minimize waste (time, supplies, etc.) Credo Behavior Scoring Tool - 5

6 I am committed to my colleagues. Treats people differently based on position, Treats all individuals fairly and with respect. Values and helps others appreciate individual personal style or background. differences. Criticizes individuals or the work group and Provides constructive feedback privately. Persists until personal and team goals are achieved. undermines efforts. Recognizes and celebrates accomplishments. Speaks negatively about other departments Promotes cooperation within and across Manages Up other departments. Seeks ways to and/or colleagues. departments. collaborate. Hides or uses information unfairly to gain personal Provides open and honest communication to Encourages transparency and open and honest advantages. peers and to all members of the Vanderbilt communication in all situations. Community. Credo Behavior Scoring Tool - 6