The SSCHC Clinical Support Departments are crucial ...



Code of Conduct

The SSCHC Clinical Support Departments are crucial contributors towards the Mission of the Sixteenth Street Community Health Center. The quality of the work rendered by Clinical Support staff directly correlates to positive patient outcomes. Our departments strive to exceed standards, knowing that all behaviors directly impact patient care. Thus, giving good customer service is the start, surpassing customer expectations is the goal; Leaders demonstrating professional behavior is the start, Leadership role modeling mission driven commitment to excellence and compassionate care to both patients and staff is the goal; Teaching basic healthcare is the start, empowering patients with knowledge is the goal; Rendering professional assistance to Providers and our patients is the start, giving exceptionally high quality care is the goal. Creating a safe work environment is the start, sustaining an optimally generous, supportive, respectful and uplifting learning environment is the goal.

Facilitators, Medical Assistants, Medical Records staff, Patient Service Representatives, Clinical Registered Nurses and Department Leadership…

• Communicate respectfully to peers and to other SSHC staff. This includes using tone and non-verbal communication that easily is interpreted as professional and friendly

• Are proactive about strengthening and building their knowledge base; always seeking new clinical experiences, completing mandatory in-services and enthusiastically soliciting feedback on progress

• Communicate and uphold the high standards and expectations of the department every day through personal role modeling and the offering of firm-gentle reminders and encouragements to peers

• Actively protect others from critical comments and gossip. This protection is practiced even when the team member is not present to hear the comments. This proactive stance should include publically supporting the person being verbally attacked, redirecting critical conversations, demanding that others not engage in gossip, and /or refusing to receive gossip

• View errors and mistakes as learning and teaching opportunities. Corrective, directive feedback is offered in a way that can easily be perceived as respectful and supportive and likewise received . This feedback is always done as privately as possible and always in a manner that maintains the dignity of all involved

• Accept corrective, directive feedback and firm-gentle reminders positively and without defensiveness

• Are generous with the use of praise and regularly, publically acknowledge the contributions of others

• Resolve conflict quickly, honestly, privately and absolutely

• Never use raised voices, sharp words, swearing or sarcasm as they undermine the mission of the Center and adversely effects patient safety

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