Introducing the "Respect" Standards of Behavior
The YNHHS Standards of Professional Behavior are based on Yale New Haven Health's five values. The focus in June is on Respect – valuing all people. The four key behaviors associated with Respect are:
- Protect others' privacy and dignity
Protecting patients' privacy and personal health information is not only the right thing to do, it is the law (HIPAA). Protecting privacy and dignity can also apply to colleagues, visitors and others – in a hospital, office, other healthcare setting or public space.
- Introduce yourself and your role
Introduce yourself to others politely, with a smile and eye contact. Share your name, your role and how you can help. Ask if it is a good time to talk. Address the patient/customer by name. Give realistic time expectations. Thank them for their time and ask if there is anything else you can do for them.
- Be curious, ask questions and listen without interruption
Listening attentively and asking questions signals our interest in the other person. Questions are also a good way to seek clarity and understanding. Listening is a skill that requires practice, concentration and determination, because it can be difficult to listen without thinking ahead.
- Support, recognize and appreciate others
We all have a basic human need to know that our work matters and be recognized and appreciated for our contributions. A sincere spoken or written "thank you" can reinforce a sense of self-worth, motivate, create goodwill and solidify our commitment to a common goal.
All YNHHS medical staff will be receiving a letter from their respective CEO and CMO shortly with an update about roll out of the new YNHHS Standards of Professional Behavior. In addition, you will receive a pocket card with the new Standards of Behavior on one side and high-reliability CHAMP behaviors on the other.
Michael Bennick, MD, chairman of the YNHHS Patient Experience Council, will be partnering with physician leadership to introduce this work. Members of the Medical Staff who would like to reach out to him with questions or to set up a session for your department, may contact him at email@example.com.