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As an organization that is committed to the Planetree philosophy of care, we feel it is our responsibility to treat all of our customers with professionalism, courtesy, dignity and respect. It is vital to our overall and lasting success. All staff and volunteers will comply with the following standards.

Courtesy  Welcome those we meet with a smile and friendly greeting.  Ensure respect and maintain privacy and confidentiality.  Adhere to the R.E.S.P.E.C.T. values.  Work as a team; take action and responsibility.  Anticipate and clarify others’ needs and follow through.

Communication  Actively listen; respond with empathy.  Telephones are to be answered as follows: “Department Name, this is Your First Name.” Speech must be clear and in a controlled and professional and friendly manner.  Prior to transferring a call to another extension, gather enough information to insure that the call is being transferred to the correction extension.  Voice mail is used at a minimum. Telephones will be answered by a live voice whenever possible.  Respond to phone calls and e-mail requests in a timely manner, unless there is an exceptional reason for the delay. Voice messages and e-mail automatic responses will be used to indicate when employees are out of the office for an extended period of time. An alternate reference number should be provided for assistance.  Staff is expected to introduce themselves by first name and position when interacting with a patient or family member.

Physical Environment  Keep our patients and others safe.  Keep offices and work environments neat, organized and clean to help toward achieving a safe environment and professional appearance.  Limit paper signs to non-public bulletin boards.  Use good judgment when selecting personal items to display in the work environment. Items must be professional and non-offensive, including but not limited to computer monitor screen-savers, posters and pictures.  Keep music and other audible noise to a soft personal volume.  Keep floors free of paper, books and boxes.  Provide regular attention to live plants so that they are kept in good health and appearance.  Consume foods in designated eating areas.

Professionalism  Wear I.D. badge at all time at lapel level. Eliminate stickers and other personal objects from the badge.  Wear clothing and shoes that are clean, neat, pressed, and non-tattered.  Wear work attire that is modest or conservative. Examples include slacks, skirts, and business casual dress shoes.  Wear hairstyles that are clean, neat, and dry.  Maintain good body and dental hygiene.  Keep tattoos covered with appropriate clothing.  Avoid strong perfumes or colognes, scented room deodorizers or similar products due to sensitivities and allergies of patients and co-workers.  If make-up is worn, keep it modest.  Wear only jewelry which is safe and appropriate for the area in which you are working.  Maintain fingernails to be neat, clean and an appropriate length based on job responsibilities.

Our Universal Scripts  “Is there anything else I can do for you? I have the time.”  “May I take you to where you need to go?”  “How may I make this better for you?”  “Our goal is to provide you with a positive experience.”