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Our Atrium Health Way

Live Your Values

At Atrium Health, we stand by our mission to improve health, elevate hope and advance healing for all, and our vision to be the first and best choice for care.

Atrium Health is built on strong Core Values: Caring, Commitment, Integrity and Teamwork. Our teammates – and their interactions with patients and each other – bring these Core Values to life everyday..

Teammates put the experience of our patients and their families at the center of everything we do. The behaviors that support our Core Values include:

Core Values CARING COMMITMENT INTEGRITY TEAMWORK
Atrium Health Behaviors Connect with all
individuals using
empathy and
compassion.		 Promote a
clean and safe
environment.		 Demonstrate
respect for all.
 Acknowledge
and celebrate
accomplishments
of our teammates
and patients. 

 

Further, we demonstrate our Core Values using our G.R.E.A.T. Customer Service Standards.

Begin the interaction with a warm greeting; demonstrate caring for all

  • Knock on door to let the patient know you are entering
  • Make eye contact and a warm connection with everyone in the room
  • Introduce yourself by name and title
  • Introduce and/or manage up teammates & departments

Connect with empathy and compassion; anticipate spoken and unspoken needs

  • Ask the patient what they would prefer to be called; use requested name
  • Appreciate the cultural norms and values of the patient; create a climate of trust
  • Show compassion; acknowledge emotions
  • Use a calm tone of voice and positive body language
  • Personalize encounter; find a way to connect on a personal level

Clarify your role, the situation and the plan as clearly as possible

  • Use plain language — no acronyms or medical terms (unless you explain)
  • Tell what will happen and why
  • Share what to expect at every step, including how long wait times, tests, procedures, tasks &
    results will take
  • Discuss how each step/experience fits with the overall plan of care
  • Honor the patient’s privacy; be mindful when discussing personal information

Use open-ended questions and active listening to ensure understanding

  • Anticipate the patient’s questions and concerns
  • Ask questions to learn about the patient’s needs and expectations
  • Avoid yes/no questions; use questions that require longer responses
  • Listen to understand, not to respond
  • Acknowledge your patient’s emotions, answer questions and address concerns
  • Ask the patient to tell you what they understand, in their own words
 

End the interaction with caring and show gratitude

  • Tell the patients you appreciate them for…
    [waiting, speaking with you, their commitment to the care plan, etc.]
  • Inspire and reassure
  • Thank the patients for being a partner with us in their care

G.R.E.A.T. is a registered trademark of Edward-Elmhurst Healthcare and may not be reproduced without permission. © 2016 Edward-Elmhurst Health. All rights reserved.