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Hardwiring Excellence

Hardwiring Excellence - Standards of Behavior

Guest Relations

The definition of a guest is any person who comes through the doors of Fort Madison Community Hospital; whether it is a patient, co-worker, vendor or family member. Each guest is entitled to my respect and compassion.

  • I will treat all of our guests as I would want my own family to be treated.
  • I will greet our guests with a smile and eye contact; I will introduce myself promptly.
  • I will escort guests to their destinations.
  • I will listen and avoid interrupting.
  • Rudeness will not be tolerated.
  • I will help our guests whenever possible or I will find someone who can.
  • I will end all guest interactions with "Is there anything else I can do for you at this time?"
  • I will apologize for any inconveniences, delays or problems encountered when dealing with our guests.
  • I will give our guests 100% of my attention at all times.
  • I will show our guests that I value their time; they are the reason I am here.
  • I will attempt to put our guests at ease by explaining all treatments and procedures before I begin.


I believe in behaviors that demonstrate courtesy, privacy, and dignity for all our guests. I value all people even in our differences. I will always, first and foremost, remember that each guest is an individual deserving of my respect.

  • I will use "Mr.", "Mrs.", "Dr." and other respectful titles unless asked to do otherwise.
  • I will do my best to avoid endearing terms such as "honey" and "sweetie". This can be perceived as disrespectful or possibly an unwillingness to learn a person's name.
  • I will remember that all FMCH employees play a vital role in our success regardless of position.
  • I will be tolerant of fellow employees; professional courtesy is expected at all times.
  • I will refrain from personal conversation with fellow employees when I am with a guest.
  • I will say "Please" and "Thank you".
  • I will be aware that I can personally reduce the noise level at FMCH.
  • I will be mindful of what I say and to whom; FMCH is a big part of a small community.


I believe that Privacy is a right. I will create and maintain a secure and trusting environment with the goal of promoting peace of mind. 

  • I will treat all information as confidential when entrusted with a guest's affairs and share it on a need to know basis only.
  • I will make all guest treatment areas private by closing doors or curtains.
  • I will work to ensure our guest's right to privacy and modesty.
  • I will work to eliminate gossip.
  • I will explain to the guest what I am doing to protect their privacy.
  • I will use discretion during conversations whether in person or on the phone.
  • I will knock on each guest's door, introduce myself and explain my purpose.
  • I will always provide adequate coverage for my guest by offering them an extra robe, sheet or blanket.

Commitment to Co-workers

Teamwork means that we share a common ideal and embrace a common goal. In the end, teamwork can be summed up in five short words, we believe in each other. Every Employee at FMCH is a Part of our Team!

  • I will welcome new employees and act as their mentor.
  • I will strive to be flexible and adaptable.
  • I will discreetly remind my co-workers if their behaviors are not consistent with FMCH standards and
  • I will accept corrections in a positive manner.
  • I will work to make each employee feel valued by complimenting on a job well done.
  • I will go above and beyond to help fellow employees.
  • I will resolve conflicts quickly by dealing directly with the person involved.
  • I will enhance teamwork with open communication.
  • I will set aside personal differences when working with fellow team members.
  • I will coach in private and compliment in public.

Personal Accountability

I am FMCH. But I do not stand alone. I wish to demonstrate competency and show mutual respect to those around me. I will strive for organization and professionalism in my duties.

  • I will arrive promptly, when scheduled, with a team-driven, positive attitude.
  • I will own up to my mistakes and learn from them.
  • I will be honest.
  • I will respect my co-workers by keeping my work areas clean and free of clutter.
  • I will return equipment to the proper place in a timely manner.
  • I will be an Ambassador of FMCH whether on duty or on my personal time.
  • I will be considerate of my co-workers by taking breaks as workload permits and with appropriate communication.
  • I will model the behaviors I expect of those around me.
  • I will follow through on my promises and commitments and work to meet all deadlines.
  • I will understand that being open to change is necessary to keep FMCH on the leading edge of healthcare.


Good morale is an intangible term used for the capacity of people to maintain belief in an institution or a goal, or even in oneself and others. I believe the spirit and pride that I demonstrate at my job at FMCH creates a positive atmosphere that is contagious.

  • I will recognize that fun and laughter belong in the workplace.
  • I will give so much time to the improvement of myself that *I will have no time to criticize others.
  • I will celebrate successes.
  • I will recognize team members who participate in FMCH and community activities that promote fun involvement and team building.
  • I will think only the best, work only for the best, and expect only the best.
  • I will remember that a heartfelt "thank you" can brighten someone's day.

Personal Appearance

I will present a positive image of FMCH through my outward appearance. I am never fully dressed without a smile.

  • I believe in showing respect for our guests, co-workers and myself through my appearance.
  • I will proudly wear my FMCH name badge with my name and original picture clearly visible at all times while on duty.
  • I will dress professionally and follow the FMCH Dress Code specific to my department.
  • Good personal hygiene is expected.
  • I will not use perfume or cologne; they are not appropriate in a hospital setting.


Communication is the exchange of information between people and can take many forms. It is important that we are aware of the way we communicate in any given situation. All communication is a reflection of FMCH and me.

  • I will identify myself and my department when I answer the phone.
  • I will answer the phone with a smile in my voice and within three rings whenever possible.
  • I will ask the caller's permission prior to transferring or placing them on hold and wait for a response before doing so.
  • I will return all forms of communication promptly.
  • I will remember that e-mail is a form of communication and should be used professionally.
  • I will limit my personal phone calls.
  • I will be mindful of my body language and facial expressions.
  • I understand that any communication I have with guests can affect our business.
  • I realize that my personal cell phone is a means of private communication and will be used in my personal time. I will not use it in patient care areas.

Respect For Our Resources

FMCH is fortunate to be a profitable healthcare organization. It is through the conscientious effort of all employees that we are able to keep our environment clean and safe for our guests and resources readily available.

  • I will respect our environment by picking up litter and disposing of it properly.
  • I will manage my supply usage to help keep our costs down.
  • I will take personal responsibility for providing a safe environment.
  • I will notify the appropriate person as soon as I notice equipment that needs attention.
  • I will support our tobacco-free policy and help to enforce it.
  • I will strive to practice green behaviors to ensure continued availability of our resources.
  • I will understand that the internet is a tool and a privilege that I have been provided to do my job.

Positive Attitude

I will keep a sincerely good attitude by smiling and being friendly and courteous. I am in control of my attitude.

  • I will leave my personal problems at the door.
  • Smile. Remember a smile is contagious.
  • I will strive to find solutions rather than complain.
  • I will have fun at work while maintaining my professionalism.
  • I will practice an attitude of gratitude.
  • I will not share personal problems, frustrations or negative comments with guests.
  • "It is not my job" should not be a part of my vocabulary.
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