Terms and Conditions

Employees of Chatham-Kent Health Alliance have defined standards of service excellence inclusive of patient and family centred care. Each standard defines behaviours for every interaction. The quality of our service is measured by the patient experience. The standards serve as the foundation for our passion to create a culture of excellence - the Caring Environment You Expect and Need.

Service Excellence Standards & Behaviours

Patient & Family Centred Care
I believe that partnerships with patients and families are essential for safe, quality care. My approach to care is patient & family centred.
I will:
-Involve patients and families in all aspects of the planning, delivery, and evaluation of health care services.
-Recognize families as important members of the healthcare team. Encourage & support patients & families in care planning & decision-making. Listen carefully to patient and family concerns.
-Respect confidentiality and privacy by knocking on patient doors, pause appropriately before entering and indicate who I am.
-Encourage patients & families to speak up & be active members to promote safety. They are partners in the healthcare team and need to tell us if safety is an issue. Ask patients to ask us to wash our hands. Explain to patients & families their role in how they can help us keep them safe. Ask each patient "Were there any glitches in your care today?" or "Did anything happen to make you feel unsafe?"
-Provide information in ways patients & families find helpful. Avoid medical or clinical jargon when possible. Encourage patients and families to provide information to facilitate decision making.
-Encourage & support patients in involving their families in their healthcare experience in ways they chose. Support family members to be present during procedures if this is the preference of the patient. Honour patient preference regarding family involvement in their care, patient definition of family, and cultural and religious beliefs.
-Welcome family members at all times, regardless of rounds, change of shift, or other events on the unit.
-Include the patient & family in bedside rounds as partners in care.
-Provide care that respects patient values, preferences, and expressed needs. Provide timely, tailored, and expert care in managing the physical comfort of the patient.
-Ask my patient at the beginning of each shift "What is your most important goal today?"

Attitude
I believe my approach impacts potential outcomes. I will strive to provide the best experience possible with every interaction.
I will:
-be polite, compassionate, confident, enthusiastic, courteous and respectful
-be cheerful
-have a sense of humour when appropriate
-make a conscious decision to have a positive attitude everyday
-always conduct conversations in a positive and professional manner

Appearance
I believe the respect I have for myself is reflected through the way I present myself and the organization.
I will:
-dress to reflect respect and professionalism by adhering to the dress code policy
-consider patient, family and customer expectations when presenting myself
-be responsible to pick up after myself
-take responsibility for a clean and safe environment and be an ambassador of first impression, such as never walk past a piece of garbage without picking it up to take pride in the appearance of our hospital
-return equipment to its proper place
-immediately report any faulty equipment to the appropriate departments
-not damage, deface, or misuse materials or property of the hospital, staff or guests

Communication
I believe how I use words and actions are key to showing compassion.
I will:
-acknowledge patient, family, visitor and customer arrivals with warm greetings, eye contact, and a smile, asking if I can help
-escort patients, families, visitors and customers to areas they are looking for
-The NOD: always introduce myself using my name, saying my occupation, and my duty - the role I have in creating the ideal patient experience
-respect all individuals personal, cultural and spiritual beliefs and ideas in a supportive manner through verbal and non-verbal communication
-ask questions and encourage others to ask questions
-use elevator etiquette such as allow patients, families and visitors to exit and enter elevators before me when possible
-ensure that patients and persons with disabilities have access to corridors, doorways and elevators
-use professional telephone etiquette; I will use my departmental voice mail at a minimum and strive to pick up the phone within 4 rings; I will say my name and department name, conveying a "may I help you?" through my tone of voice; I will transfer calls by ensuring I have the correct number before transfer and by providing the number before transferring; I will demonstrate appreciation by thanking you for calling or offering future assistance; if not in office, I will forward my phone to voicemail
-communicate by using terms you can understand and avoid using medical jargon and acronyms
-strive to answer all call lights by 5 rings
-follow email etiquette policy
-take responsibility to ensure that blackberries are not used at meetings except for emergencies
-take responsibility to ensure that cell phones are not used for personal use when providing patient care
-take responsibility for reducing noise levels in patient care, work and public areas
-take immediate action for service recovery; respond to and follow up on complaints; when I hear a problem, I am empowered to own it
-"see it, say it, fix it"; if I see a problem, I will speak up to make sure it is fixed

Teamwork
I believe by making one another look good, our strength as a whole will be seen and appreciated. Team work is key to providing safe care and a positive work environment. Team work ensures continuity of service excellence at CKHA.
I will:
-treat others with respect
-work collaboratively with others
-value the opinion of others
-take initiative, be involved and be accountable
-refrain from participating in rumours or gossip
-offer assistance to those in need
-assume innocence
-focus on the solution instead of complaining or blaming
-look beyond my assigned tasks, assist co-workers when possible or find resources when necessary

Personal Growth
I believe in investing in myself and always striving to be the best I can be.
I will:
-contribute and be open to new ideas, remain flexible, and show willingness to try new ideas and take a new approach
-be resourceful
-role model positive behaviour
-be a mentor/have a mentor
-foster a positive learning environment
-be mindful of my own health, well-being and emotions so I can care for others
-practice forgiveness
-honour religious and cultural diversity
-be honest and truthful

By clicking the box below and proceeding to the next page, I acknowledge that I have read, understand, and agree to comply with the Chatham-Kent Health Alliance Service Standards and Behaviours. I certify that the information I will provide is true and complete. I understand that a misrepresentation or omission of the facts called for will constitute full and sufficient grounds for rejection of employment, disqualification for transfer, or dismissal. I understand that it is the policy of Chatham-Kent Health Alliance to require a criminal history check, which may preclude me from obtaining employment. I also understand that if employment is offered pending satisfactory completion of the criminal check or reference check and if either is not satisfactory to Chatham-Kent Health Alliance, the employment offer could be rescinded. Furthermore, I understand that employment is subject to approval of a health review. I give permission to Chatham-Kent Health Alliance to investigate current and previous employments, educational data, references, and criminal check.

I understand that I am responsible for keeping my username and password information for this site confidential.

The use and disclosure of this information is for the sole purpose of recruitment and employment activities. I understand that Chatham-Kent Health Alliance may use my personal information at any time during the application process to contact me, request further information as required, or to send job related information in the future. I understand that Chatham-Kent Health Alliance will keep my information on file for consideration for future job postings unless I instruct them otherwise.

Chatham-Kent Health Alliance shall have no liability to the candidate for withdrawal, modification and/or unavailability of this site. Chatham-Kent Health Alliance shall not be liable for any misuse of this site and shall not be liable for any consequences arising as a result of the candidate's inability to use this site.