Before applying you must agree to follow our Standards of Behavior

Ottumwa Regional Health Center’s Standards of Behavior

Communication

We believe how we use words and actions to share our feelings and empathize with the feelings of others are key to showing compassion.
Our goal is to reduce patient anxiety.  I will practice AIDET:
Acknowledge; Introduce; Duration; Explanation; Thank you

I will listen with an open mind and be mindful of body language. 
I will smile and greet people, maintain good eye contact, and be approachable.
I will never underestimate the power of an apology.

Accountability

We believe it is important to do more than our best and accept no excuses.
We will make decisions and accept the consequences.
I will be accountable for all policies at ORHC. Not knowing them is not an acceptable excuse.
I will be willing to approach others if they are not practicing the standards.

Attitude

We believe our initial approach to any situation directly impacts the outcome.
I will have a positive attitude.
I will be honest, reliable, dependable, and nonjudgmental.
I believe customers are not an interruption; they are the reason I am here.
I understand rudeness is unacceptable.

Respect

We believe the respect you have for yourself on the inside is reflected  through the simple manner in which you present yourself on the outside.
I will maintain good eye contact.
I will be kind and sincere, using “Please” and “Thank you” in all my conversations.
I will respect all customers’ rights regarding privacy and confidentiality.
I will treat my fellow co-workers with respect and professionalism.
I will be supportive of my co-workers and celebrate accomplishments of others.
I will practice forgiveness.

Excellence

We believe in making an investment in ourselves.  Always strive to be the best you can be: this is the cornerstone of professional and personal growth.
I will exceed the customers’ expectations.
I will pay attention to details and take pride in everything I do.
I will foster a positive learning environment and lead by example.
I will avoid complaining, criticizing or condemning others.
I will become part of the solution when presented with a problem.
I understand that I represent ORHC in all aspects of my daily life.
I realize that every job is a self portrait of the person who did it.

Service

WE believe it is a privilege to be involved in the process of health care and assisting with life’s milestones regardless of our particular positions at ORHC.
I will offer assistance to help customers, visitors and co-workers.
I will assist customers with way-finding, by escorting them to their destination.
If I am unable to meet the customers’ needs, I will find someone who can.
I will bring positive energy and participation to the ORHC   “Teamwork”.
I believe service recovery is everyone’s job; “I am sorry you are upset.  What can I do right now to make things better?”
I believe neatness creates positive impressions.
I will pick up litter and dispose of it properly.

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