Career Standards of Performance

Our responsibility as employees of NFRMC is to serve our patients with outstanding service of unmatched value.We will exhibit respect, courtesy and compassion to all our patients. We will provide our patients service excellence in Attitude, Appearance, Communication,Care and Commitment.


  • Work cooperatively through teamwork. Serve effectively, efficiently and consistently.
  • Acknowledge a visitor, physician and/or patient' s presence immediately. Smile and introduce myself at once. Rudeness is never acceptable.
  • Accentuate the positive, minimize the negative.
  • At NFRMC, meeting and exceeding our patients needs is every employee's responsibility. There is no such thing as "it's not my job.
  • Maintain a professional demeanor to provide trust and credibility. Demonstrate a sense of pride and ownership of NFRMC at all times.


  • Be clean and professional.
  • Follow dress code policies and wear my identification badge correctly at all times.
  • Facial expression is part of an employee's appearance and should reflect helpfulness and compassion at all times.
  • Pick up litter and dispose of it properly. Spills should be properly cleaned up. If I am unable to clean up the spill, I will notify the appropriate staff and make sure all traffic is redirected to avoid customer slippage and/or exposure.


  • Establish trust and open communication at every level of the organization and within the community.
  • Listen to patients, physicians, co-workers and visitors. Be courteous. Don't use jargon. Keep patient information confidential.
  • Answer calls within 4 rings.
  • When someone appears to need directions, escort them to his or her destination.
  • Know how to operate telephones. Always answer the phone by identifying myself, my department, and ask "How may I help you?" Provide the correct number when transferring a call. Get the caller's permission before putting him/her on hold and thank the caller for holding.
  • Always communicate effectively and in a professional manner with co-workers, physicians, visitors and patients.
  • Use hospital-approved scripts to aid in communication.
  • Demonstrate interest when patients, families, staff and physicians address me.
  • Ask if patient needs anything before exiting the room, explaining that I have time to assist.

Call Lights

  • All nursing employees are responsible for answering patient call lights. Acknowledge call lights and respond within three minutes unless request is urgent.
  • Anticipate patient needs so they will not have to use call lights. Always ask upon leaving - "is there anything I can do for you? I have the time." If patient rings call light again and first request was not taken care of, ensure that appropriate supervisor is made aware of the patient's request.
  • Always address patient by name using Mr. or Mrs./Ms. as appropriate.
  • Introduce myself at the beginning of my shift to my assigned patients.
  • Check on patients one hour before shift change to minimize request during report.

Commitment to Co-workers

  • Work cooperatively through teamwork.
  • Treat one another as professionals deserving courtesy, honesty and respect. Welcome newcomers. Be a mentor.
  • Avoid last-minute requests if possible. Offer to help co-workers whenever possible.
  • Address problems by going to the appropriate supervisor. Use the chain of command correctly.
  • Cooperate with one another. Do not undermine other people's work. Praise in the presence of others whenever possible.
  • Do not chastise or embarrass fellow employees in the presence of others. Never gossip.
  • Help each other get the work done - reciprocate good deeds.

Customer Waiting

  • Educate families about processes and provide a comfortable atmosphere for waiting customers.
  • Explain to patient and family the "plan of care" for this admission or test.
  • Update family members periodically - at least hourly while a customer is undergoing a procedure.

Elevator Etiquette

  • Always smile and speak with fellow passengers. Hold the door open for others. When moving patients in wheelchairs, always face them toward the door and exit with care. If transporting a patient in a bed or stretcher, politely ask others to wait for another elevator.
  • Ask visitors what floor they are going to when they get on and press the button for them.
  • Pause before entering an elevator so that you do not block anyone's exit. Step aside or to the back to make room for others.
  • Do not discuss work or patients in the elevator.
  • Take ownership of the facility by treating family and visitors as guests.


  • Make sure that patient information is kept confidential. Never discuss patients and their care in public areas. Always be aware of how loudly you are speaking and who may be within listening distance. If a patient or family member is distraught, take them to a private area.
  • Knock before entering a patient's room and identify myself and purpose.
  • Close curtains or doors before exams and/or procedures. Provide a robe or second gown if a patient is ambulating or in a wheelchair.
  • Never discuss patient information with anyone who doesn't have a need to know, and then only with the patient' s permission.

Safety Awareness

  • Use correct body mechanics at all times.
  • Report all accidents or incidents promptly. Complete an occurrence report and forward to your supervisor.
  • Follow established NFRMC and manufacturer's safety policies and procedures at all times.
  • Use protective clothing, devices, gear and procedures when appropriate.
  • Correct or report any safety hazard you see. Remain near the hazard area until proper staff to correct hazard has arrived.
  • Always perform good hand washing before and after any interaction with a patient.

Sense of Ownership

  • Take pride in NFRMC as if I own it. Accept the responsibility of my job. Do unto others, as I would have them do unto me.
  • Offer appropriate suggestions for improvements to my supervisor. Share my bright ideas with others. Become a part of improving the hospital's performance.
  • Remember each individual represents the hospital as a whole.
  • Adhere to policies and procedures. Live the values of this organization. Always do the right thing.
  • I will recognize others who go above and beyond through the NorthStar program.