Devising New Code of Conduct Can Improve Hospital Employee, Patient Satisfaction

The previous code of conduct was a one-page document that only addressed patient care staff, and there was no requirement to sign any documentation regarding the code.

Now, the standards of performance is a two-page document that everyone in the facility—from the CEO all the way down to new hires— has to sign.

"We have been talking about focusing on positive thinking, positive ways to approach people, and we as a committee feel if we could get something everyone could read, sign, and commit to, then we would have a better outcome and performance from all staff members," says Harmon.

The new standards of performance document is not only signed by everyone in the facility, but is also reissued annually, so that staff members are reminded of the commitment they have to themselves, the patients, and other FRH staff members.

The policy is also an important part of the hiring process and is one of the main points of information that FRH discusses with each potential employee. During the interview process, the expectations derived from the standards of performance are discussed in great length.

"We ask the potential candidate questions regarding the policy and handling particular situations so they are thinking about these things before they sign in to be a part of our facility," says Harmon.

No tolerance for negativism

With any new policy, there are staff members who do not take things seriously, and with FRH's new standards of performance, there were a few teaching moments.

"Over the three years, there have only been a few instances where employees did not abide by the standards of performance policy," says Harmon.

For a first offense, employees receive a verbal warning if they were not living up to the areas stated in the new policy. A second offense earns a written warning, and if the behavior continues, the staff member might even be put on suspension and eventually terminated from FRH.

"We developed a policy that has no tolerance for negativism and a goal of improving customer service by improving the attitude of all our staff," says Harmon.