Standards of Excellence

Our Culture of Pride

At UM Charles Regional Medical Center, everyone strives toward the same mission — making sure patients are receiving the best treatment possible. Our employees take great pride in our collaborative, welcoming environment, which exemplifies our core values built on service, respect, excellence, integrity and teamwork.

Our standards are the foundation for the culture and work environment at UM CRMC, and we are committed to living by them every day.

Service

Consider patients first and always

We commit to know our patients by responding to their needs, concerns and requests.

• We always advocate for our patients.
  • I always remember who we are here to serve.
• We seek opportunities to serve.
  • I introduce myself and my role.
• We present a professional image and a caring attitude.
  • I follow the University of Maryland Charles Regional Medical Center dress code and resolve difficult situations with care.

Respect

Always foster dignity, compassion and value others

We honor everyone as an individual of essential worth.

• We respect each other and behave in a professional collegial manner
  • I use positive body language and tone of voice.
• We show respect in our interactions.
  • I practice the HEART Model to serve others.

H – Hear
E – Empathize
A – Acknowledge/Apologize
R – Respond
T – Thank

• We respect the culture and diversity of every person.
  • I show patience and listen to context when others are speaking.

Excellence

Always our best – Improving every day

We improve the workplace through performance innovation, quality and safety.

• We demonstrate proven quality and safety practices.
  • I follow Joint Commission requirements
• We embrace continuous improvement, learning and innovation and take action to improve existing conditions and processes.
  • I am willing to try new ways of doing things.
• We go and above beyond expectations and actively work to consistently improve self and others.
  • I promptly respond to requests

Integrity

Always do the right thing – Be trustworthy and true

We inspire trust by saying what we mean, doing what we say and taking responsibility for our actions.

• We present the truth in an appropriate and helpful manner.
  • It is not what you say but how you say it.
• We adhere to standards of conduct and ethical principles.
  • I will demonstrate and promote responsible behavior.
• We always do the right thing even when no one is watching.
  • I am accountable for my own actions
• We respect privacy and confidentiality.
  • I knock and introduce myself upon entering patient's rooms.
• We keep our commitments.
  • I promptly respond to requests.

Teamwork

Together we're always better

We achieve common goals through the coordinated effort of every team member.

• We are accountable and hold each other accountable to meet our goals.
  • I am accountable for my own actions
• We speak positively about other departments.
  • I use positive body language and tone of voice.
• We work together to care for others.
  • I am mindful of my co-workers responsibilities and offer help where possible.