Living our Values at

Fraser Health

January 2007

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Introduction

• The Values all at FH have committed to are:• Respect• Caring• Trust

• FH is joining other leading organizations nationally and internationally to affirm how we treat patients, clients, residents, visitors, the public, immediate co-workers, team members and colleagues

• Living our values complements FH’s Respectful Workplace Program

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Introduction (cont’d)

• The Living Our Values initiative was initiated by the FH Board and Executive Team

• It is being implemented throughout FH in early 2007

• Expectations are outlined for employees, physicians and volunteers in 2 categories:

– When encountering patients, clients, residents, family members and the public

– When encountering co-workers, other team members or colleagues

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Expectations of Employees, Physicians and Volunteers:

When encountering patients,clients, residents, family membersand the public

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Commitments to

Respect

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Conveying Respect to Patients, Clients, Residents and Colleagues

• Stating our name and being courteous

• Using the name of those with whom we are speaking

• Responding quickly and explaining delays

• Taking time to listen and giving our full attention

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Conveying Respect to Patients, Clients, Residents and Colleagues

• When unsure, asking what would help

• Involving individuals in their care and decisions and acting on them

• Keeping individuals informed

• Keeping explanations easy to understand

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Commitments to

Caring

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Conveying Caring to Patients, Clients, Residents and Colleagues

• Welcoming with a smile

• Escorting individuals to their destination when possible

• Making surroundings as pleasant as possible, including keeping noise to a minimum

• Including all present in conversations

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Conveying Caring to Patients, Clients, Residents and Colleagues

• Making sure individuals have the information they need

• Talking to and not at people

• Being gentle when giving care

• Being attentive, genuine and positive

• Explaining what we are doing and why

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Commitments to

Trust

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Conveying Trust to Patients, Clients, Residents and Colleagues

• Obtaining consent before initiating care

• Protecting safety by checking identification before giving medication or treatment

• Asking about any security or safety concerns

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Conveying Trust to Patients, Clients, Residents and Colleagues

• Asking about security or safety concerns

• Not acting in a threatening manner

• Adhering to policies, protocols and procedures

• Asking about satisfaction with care

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Conveying Trust to Patients, Clients, Residents and Colleagues

• Asking how we can improve care

• Ensuring proper hand washing at all times

• Not discussing private matters in public

• Problem solving issues and when we can’t, finding someone who can

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Expectations of Employees, Physicians and Volunteers:

When encountering Co-Workers, Other Team Members or Colleagues

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Commitments to

Respect

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Conveying Respect to Co-workers, Other Team Members or Colleagues

• Saying please and thank you

• Smiling and making eye contact

• Not interrupting

• Being punctual

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Conveying Respect to Co-workers, Other Team Members or Colleagues

• Listening

• Respecting individual ways of contributing

• Seeking out and valuing input

• Speaking in a language that is understood

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Commitments to

Caring

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Conveying Caring to Co-Workers, Other Team Members or Colleagues

• Seeking to understand

• Being supportive and helpful

• Avoiding critical words and hurtful actions

• Being aware of body language and voice tone

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Conveying Caring to Co-Workers, Other Team Members or Colleagues

• Focusing on the good in people and in the workplace

• Welcoming new employees with an accepting attitude

• Helping to create a positive experience for all

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Commitments to

Trust

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Conveying Trust to Co-Workers, Other Team Members or Colleagues

• Avoiding gossip

• Treating others as we expect to be treated

• Sharing positive comments and accolades

• Doing what we say we will do

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Conveying Trust to Co-Workers, Other Team Members or Colleagues

• Being consistent

• Meeting expectations and/or standards

• Maintaining confidentiality

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Timetable

By February 15:

• In collaboration with your team, please select one behaviour for each value (i.e., three behaviours) and a corresponding measurement indicator

• Identify how you will measure and track your success in achieving the behavioursyou selected

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Timetable

By April 30th:

• Managers will submit baseline data on the selected three behaviours to their Director

• Directors will provide progress reports to their Vice-President