Culture is a set of shared beliefs, values and practices

1. CULTURE

2. What is
Culture?
A set of shared beliefs,
values and practices.

3. This document is
part manifesto and
part employee handbook.
It’s part who we are
and
part who we aspire to
be.

4. CPS Culture Key
1. I am engaged.
2. I am respectful.
3. I am protective.
4. I am positive.

5. I am engaged.
I acknowledge the patient with a smile and introduce myself as a member of their care team.
I listen attentively and take initiative to anticipate and promptly address concerns.
I am aware of my surroundings and am looking for ways to improve the patient experience.
I help the patient understand what to expect, and when to expect it. Managing expectations
eases fears and communicates I respect their time.

6. I am Respectful.
I understand my attitude and actions impact those around me.
I know patients and visitors remember what they hear and see during their experience at CPS.
My behavior communicates that I am compassionate and dedicated to safe, exceptional care.
Working with CPS patients is a privilege. I am relied upon for my skills, compassion and
experience.

7. I am Protective.
I hold all private information and interactions in confidence.
I take initiative to maintain the safety and cleanliness of our facility.
I offer my knowledge, skills or assistance when needed and seek assistance when a
situation or concern is outside of my area of expertise.
I am compliant with the rules that govern our business, follow procedure, and protect the
CPS reputation.

8. I am Positive.
I engage others by smiling and making eye contact.
I embrace change and seek personal and organizational growth.
I provide energy and enthusiasm to my patients and co-workers.
I am conscious of my body language and tone of voice.
I appreciate and acknowledge the contribution of others.
I am an important part of the CPS organization. I cooperate with all departments and
collaborate with my colleagues.

9. OUR MISSION
is to help PEOPLE.
We want to increase their quality of life so that
they can do the simple things in life…with a smile.

10. FOR EVERY DECISIONWE
SHOULD ASK OURSELVES
“Selves, how would this affect the patient experience?”

11. What is Patient
Experience?
The sum of all Interactions,
shaped by an organization’s culture,
that influence patient perceptions
across the continuum of care.

12. PATIENT EXPERIENCE
NOT to be confused with patient
satisfaction.
Patients can have a great experience, however, may not
be satisfied.
Ex ample: T h ey did n ot get t h e prescript ion t h ey were h opin g for.

13. THERE IS A HUGE DIFFERENCE BETWEEN
OUR COMPANY AND OTHER
PAIN MANAGEMENT CLINICS
WHO HAVE BEEN KNOWN IN
THE PAST AS PILL MILLS.
WE ARE SERIOUS HELP FOR SERIOUS PAIN.
WE ARE COMPLIANT. This does not mean treating patients like drug dealers.
This means taking all necessary steps to make sure that our patients are safe
and following guidelines, while considering every option as an opportunity.

14. “PEOPLE WILL FORGET
WHAT YOU SAID,
PEOPLE WILL FORGET
WHAT YOU DID,
BUT PEOPLE WILL
NEVER FORGET
HOW YOU
MADE THEM FEEL.”
MAYA ANGELOU

15. WE LOVE TO TEACH
Today power is gained by
sharing knowledge
not hoarding it.

16. CORPORATE TEAM
The more talent we have, the more we can
accomplish. So our people assist each other
all the time.
Internal cutthroat or sink or swim behavior is
not tolerated.

17. “A TEAM IS NOT A
GROUP OF PEOPLE
WHO WORK
TOGETHER.
A TEAM IS A
GROUP OF PEOPLE
WHO TRUST EACH
OTHER.
SIMON SINEK

18. WE TRUST OURSELVES AND
WE USE GOOD JUDGEMENT
Just because someone made a mistake in the past
doesn’t mean we need a policy.
WE DON’T PENALIZE THE MANY
FOR THE MISTAKES OF A FEW.
This applies to employees and patients
We only protect against big stuff.

19. WE LOVE DATA
We like for our decisions
to be insight-driven
and data-powered.

20. INFLUENCE SHOULD BE
INDEPENDENT OF HIERARCHY
CEO, VP of this, Manager of that,
Doesn’t matter what your title is.
EVERYBODY DOES REAL WORK
AND GETS THEIR HANDS DIRTY.

21. There are 4 attributes that we
value in people.
COMMUNICATION Self aware and respectful to others
ADAPTABLE Curious and constantly changing
RESPONSIBLE With great people comes great responsibility and accountability
EFFECTIVE Measurably moves the needle & immeasurably adds value (Gets stuff done)
CARE. WECARE.

22. WHAT IS A RESPONSIBLE PERSON?
• Self Motivating
• Self Aware
• Self Disciplined
• Self Improving
• Acts like a leader
• Doesn’t wait to be told what to do
• Picks up trash lying on the floor

23. We don’t just believe in these values.
We recruit, reward and release people
Based on these values.

24. DON’T JUST HIRE TO DELEGATE.
It’s tempting to bring in people that you can push off
work to that you don’t have time for.
HIRE TO ELEVATE.
Bring in people that can teach you something.
Continually seek to raise your average.
WE PUT A STAR IN EVERY POSITION.
RECRUIT FOR CULTURE.

25. OUR CULTURE IS NOT
PERFECT FOR EVERYONE.
We do have some issues.
Here are a few…

26. DECISIONS ARE NOT
BY POPULAR VOTE
Not all decisions are popular but
indecision is even less popular.

27. Because things are
moving fast and changing constantly,
It can feel chaotic.
It feels chaotic because often it is chaotic.

28. WE HAVE OUR FLAWS
But better imperfect
than perfectly average.
Your input is always appreciated and heard.

29. www.CPSPAIN.com/WECARE
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