The Physicians' Clinic of Iowa’s mission is to serve patients in Eastern Iowa by improving their health through the PCI commitment to superior service and continuous quality improvement. All PCI staff members are expected to help fulfill this mission.
To that end, a set of performance standards have been developed for all PCI staff to follow. These standards establish specific behaviors that staff are required to practice while on duty.
Most of these behaviors are demonstrated instinctively by PCI's conscientious and caring staff. By adopting them as standards of performance, we reinforce these behaviors, make it clear that they are expected and encourage staff to be diligent about practicing them.
These standards will define our corporate culture. We will use them in hiring new staff, in training our staff, in evaluating our staff and in recognizing and rewarding our staff. We have the best health care staff in the community and we will hold our staff accountable for modeling the behaviors and standards defined in this guide.
"We are what we repeatedly do.
Excellence, then, is not an act but a habit."
PCI Service Standards
At Physicians' Clinic of Iowa we believe that we are here to serve our patients, guests, and each other with courtesy & compassion. We are committed to providing the highest quality of service and meeting our patients' and guests' needs with utmost care and courtesy.
Our appearance represents the Physicians' Clinic of Iowa organization. Therefore, our grooming and dress will reflect our respect for our patients and guests.
While we are on duty, we will first consider our patients' and guests' expectations in how we present ourselves. Our manner and expression will convey our concern for and willingness to serve them.
We will take pride in our facilities and workstations, and do our part to maintain an uncluttered and professional appearing work place.
The goal of communication is to understand each other. We must be committed to listening attentively to our patients, guests and each other in order to fully understand their needs. Close attention will be given to both verbal and non-verbal messages.
Commitment to Co-Workers (Teamwork)
As PCI staff, we are linked to one another by a common purpose – serving our patients and our community. Our co-workers, therefore, are our teammates. They deserve our respect no matter what their role within PCI. Without everyone's contributions, none of us could perform our jobs. Just as we rely on our fellow staff, they rely upon us. Each of us has obligations to our co-workers!
We will ensure our customers' rights to privacy and modesty by creating and maintaining a secure and trusting environment. When entrusted with a patient's or guest's affairs, we will treat all information as confidential. Discussion of these matters will be restricted to situations where the information is necessary to meet our patients' healthcare needs.
Safety will be the responsibility of all PCI staff to ensure an accident-free and risk-averse environment. "Think safe, act safe, be safe and stay safe" is our safety awareness creed. This is a fundamental part of your job performance. Accidents are the result of actions and attitudes that you can help eliminate.
The PCI Sense of Ownership
Every PCI staff member must feel a sense of ownership toward his or her job, taking pride in what we do, feeling responsible for outcomes, & recognizing our work as a reflection of ourselves.