VISION STATEMENT
Our vision is to be a model of continued excellence as a regional integrated health care system committing ourselves to provide quality, progressive care.

MISSION STATEMENT
To improve the lives we touch by providing care of the highest quality throughout life's journey.

STANDARDS OF BEHAVIOR

"Our patients and residents deserve it. It's the right thing to do!"

CORE VALUES
Tri Valley Health System is committed to the values of Vision, Integrity, Safety and Enthusiasm. These values are guiding principles to be held firmly, as in a V.I.S.E. We endeavor to live these values and exhibit these behaviors through our daily words and deeds.

VISION

RESPONSIBILITY

• Serve as a positive role model and mentor for your co-workers.
• Withhold from any casual conversation about other people that is unconfirmed or untrue. No gossip.
• Acknowledge and be respectful of differing opinions, and be willing to discuss issues/concerns in a professional manner.  
• If a conflict arises with another co-worker, address the concern with that co-worker first. If the outcome is not satisfactory, notify your department leader.
• Utilize the 6-Foot Rule when approaching a customer or co-worker. 
• Follow and adhere to the No Pass Zone regarding patient’s/resident’s call lights.
• Manage your co-workers up when dealing with our customers.
• Understand HCAHPS scores and how your role affects them.
• Attend and be engaged in department meeting, service huddles and all mandatory meetings/education.

EMPOWERMENT

• You are empowered to solve problems you may encounter without fear of retribution.
• You will hold yourself and other co-workers accountable to our Standards of Behavior.
• Speak positively about Tri Valley Health System and our mission, vision and core values both inside and outside the building.
• You are empowered to use the “I HEART” Service Recovery Program when excellent customer service has not been provided.

INTEGRITY

PRIVACY AND CONFIDENTIALITY 

• Ensure patient/resident, personal, and private information is kept confidential at all times and not discussed in any public place. Do not inquire about patient/resident information if you are not a part of that patient’s/resident’s care.
• Computers are to be locked when not in use.
• Office spaces are to be secured when unsupervised.

STEWARDSHIP

• Will actively participate in maintaining the appearance of our facility (i.e. picking up trash, keeping work areas neat, returning things to their proper location after use and restocking items).
• Treats equipment with respect.
• Understand department budgets to effectively manage time and resources (i.e. personal phone use, “milking the clock” and extended breaks).
• Follow necessary processes to meet departmental financial goals and reimbursement.

SAFETY

APPEARANCE

• Present a clean, professional and well-groomed image.
• Follow dress code policy set forth by Tri Valley Health System.
• Wear your identification badge with name visible at, or above, elbow level.

SAFETY

• Address any safety hazards you notice. If you are unable to correct the hazard, report it immediately, including “near misses." Utilize the QDC incident reporting program, the Plant Ops ticket program, and the IT Help desk as situation warrants.
• Be aware of TVHS policies and procedures concerning emergency preparedness, fire safety, infection control and safety standards (i.e. wears PPE, safety goggles and proper hand-washing).
• Is aware of quality initiatives and participates in the department quality improvement initiatives.
• Report any security risks immediately to supervisor (i.e. logging of computer, forgetting or sharing name badges, etc.).

ENTHUSIASM

ATTITUDE AND RESPECT

• Our job is to serve our customers by providing them with the highest quality of care.
• Display a positive attitude and enthusiasm when at work.
• Be punctual and arrive prepared, both physically and emotionally, to handle your daily tasks.
• Treat everyone with courtesy, honesty and respect. Always speak in a polite and courteous manner.
• Respond positively to change within the organization.

COMMUNICATION

• Use specific sentence starters/key words/answer telephone with department specific scripting.
• Always utilize SERVE Principles when addressing patients/residents.
  • Slow down, smile and greet.
  • Explain who you are and what you do.
  • Respond to the patient’s/resident’s need and estimated time.
  • Validate the patient’s/resident’s expectations and concerns.
  • Express thanks for the opportunity to serve.
• Act with a professional manner on social media sites (Facebook, Twitter, Snapchat, Instagram, etc.).