Page 6 - Demo

The Christiana Care Way |
Serving together, putting our Behaviors into Action
We serve together as one team, guided by our values,
Excellence and Love, to create an exceptional experience
for everyone we serve — including each other.
Last year, our organization came together to define these Values and Behaviors, working in ways that we’ve never worked before.
Now we are on the next step of this journey, as departments, units and teams come together to define the ways they put the Behaviors in Action within the context of their unique roles and experienc-
es at Christiana Care. This work is being advanced by our many Values Ambassadors, in partnership and with the support of their managers and senior leaders. Our Values Ambassadors are charged with engaging their colleagues to develop Behaviors in Action that truly represent the Christiana Care experience that they want to achieve at the team and unit level.
My colleagues in Pathology and Laboratory Services play import- ant, diverse roles at Christiana Care. In the lab, many colleagues don’t interact directly with patients. Yet the work they do can have a major impact in ensuring our neighbors receive quality care.
Lab scientists help to provide expert care to patients whom they never get to meet. Phlebotomists provide expert care to patients in person when they draw blood. Managers and administrative assistants work to make everything run smoothly.
Currently, we have 14 Values Ambassadors in Pathology and Laboratory Services who are engaging with their colleagues
to develop Behaviors in Action. They’re being supported by our management team, ensuring that they have time to engage, listen and get feedback.
The Behaviors in Action that our teams are developing reflect experiences that are unique to their work. For example, when our lab scientists think of the value statement “we embrace diversity and show respect to
everyone,” they are reminded that the specimen they are handling is much more than just a specimen — it’s a patient.
If a nurse calls to inquire about lab work, it is not enough to say that the results aren’t available. We explain why we were not able to complete the work as quickly as we would like. We increase aware- ness of what is going on in environments that are out of our control. We empathize, replying with a smiling voice. We do our best to provide an estimate for when we expect to receive the results and offer to call back.
The Behaviors in Action conversations happening in our depart- ment are as diverse as our roles. For example, two ambassadors in the blood collection group at Christiana Hospital put together a beautiful, colorful board where they post inspirational sayings
to share with colleagues. Each day, during daily huddles, they
4 CHRISTIANA CARE HEALTH SYSTEM
by Cheryl Katz, Vice President, Pathology and Laboratory Services
Lab scientists rarely see their patients in person, but as they serve together, guided by our values, Excellence and Love, they recognize that every specimen is a patient, a person — a neighbor.
recognize other colleagues and talk about behaviors and actions they have observed that reflect Excellence and Love.
They have taken their interactions a step beyond courtesy by antic- ipating the needs of patients and colleagues. When they round on the floors, the phlebotomists stop at the nurses’ station. Without interrupting any conversations, they flash their badges to ask if anything else is needed on the floor. When they leave a patient’s room, they ask if there anything else they can do. And then they pass the patient’s requests on to the nurse.
E
She quickly positioned herself behind the bed, where
very day, we are seeing Excellence and Love in action. Recently, a phlebotomist working in isolation noticed that the doctor who entered the room wasn’t wearing gloves.
she couldn’t be seen by the patient. Then she raised her hands and wiggled them. The doctor immediately put on gloves. That exchange took only a few seconds, yet it personified our Values.
The phlebotomist’s actions reflected her dedication to excellence
in ensuring that protocols were followed. She showed Love for her patient in ensuring high-quality care and doing so in a manner that did not alarm the patient. She demonstrated Excellence and Love for the doctor in being a caring colleague who was supporting him in doing his best.
As we grow together, we are internalizing that these values are not abstract ideals. Excellence and love aren’t buzzwords. They apply directly to our jobs. What else can I do for you? How can I help?
I see positive change happening in our department and in our or- ganization. Colleagues are recognizing each other, acknowledging their peers when they see Excellence and Love in action.
We’re on a journey together that is helping us to deliver optimal health and exceptional experience to everyone we serve. As our work is guided by our Values and Behaviors, and as we define the ways that each of us put our Behaviors in Action, we commit to being exceptional today — and even better tomorrow. n