1. Living our Values
at
Fraser Health
January 2007

2. Introduction
• The Values all at FH have committed to are:
• Respect
• Caring
• Trust
• FH is joining other leading organizations nationally and
internationally to affirm how we treat patients, clients,
residents, visitors, the public, immediate co-workers,
team members and colleagues
• Living our values complements FH’s Respectful
Workplace Program
2

3. Introduction (cont’d)
• The Living Our Values initiative was initiated by
the FH Board and Executive Team
• It is being implemented throughout FH in early
2007
• Expectations are outlined for employees,
physicians and volunteers in 2 categories:
– When encountering patients, clients, residents,
family members and the public
– When encountering co-workers, other team
members or colleagues
3

4. Expectations of Employees,
Physicians and Volunteers:
When encountering patients,
clients, residents, family members
and the public
4

5. Commitments
to
Respect
5

6. Conveying Respect to Patients,
Clients, Residents and Colleagues
• Stating our name and being courteous
• Using the name of those with whom we
are speaking
• Responding quickly and explaining delays
• Taking time to listen and giving our full
attention
6

7. Conveying Respect to Patients,
Clients, Residents and Colleagues
• When unsure, asking what would help
• Involving individuals in their care and
decisions and acting on them
• Keeping individuals informed
• Keeping explanations easy to understand
7

8. Commitments
to
Caring
8

9. Conveying Caring to Patients,
Clients, Residents and Colleagues
• Welcoming with a smile
• Escorting individuals to their
destination when possible
• Making surroundings as pleasant as
possible, including keeping noise to a
minimum
• Including all present in conversations
9

10. Conveying Caring to Patients,
Clients, Residents and Colleagues
• Making sure individuals have the
information they need
• Talking to and not at people
• Being gentle when giving care
• Being attentive, genuine and positive
• Explaining what we are doing and why
10

11. Commitments
to
Trust
11

12. Conveying Trust to Patients,
Clients, Residents and Colleagues
• Obtaining consent before initiating care
• Protecting safety by checking
identification before giving medication
or treatment
• Asking about any security or safety
concerns
12

13. Conveying Trust to Patients,
Clients, Residents and Colleagues
• Asking about security or safety concerns
• Not acting in a threatening manner
• Adhering to policies, protocols and
procedures
• Asking about satisfaction with care
13

14. Conveying Trust to Patients,
Clients, Residents and Colleagues
• Asking how we can improve care
• Ensuring proper hand washing at all
times
• Not discussing private matters in
public
• Problem solving issues and when we
can’t, finding someone who can
14

15. Expectations of Employees,
Physicians and Volunteers:
When encountering
Co-Workers, Other Team
Members or Colleagues
15

16. Commitments
to
Respect
16

17. Conveying Respect to Co-
workers, Other Team Members or
Colleagues
• Saying please and thank you
• Smiling and making eye contact
• Not interrupting
• Being punctual
17

18. Conveying Respect to Co-
workers, Other Team Members or
Colleagues
• Listening
• Respecting individual ways of
contributing
• Seeking out and valuing input
• Speaking in a language that is
understood
18

19. Commitments
to
Caring
19

20. Conveying Caring to Co-Workers,
Other Team Members or
Colleagues
• Seeking to understand
• Being supportive and helpful
• Avoiding critical words and hurtful
actions
• Being aware of body language and
voice tone
20

21. Conveying Caring to Co-Workers,
Other Team Members or
Colleagues
• Focusing on the good in people and in
the workplace
• Welcoming new employees with an
accepting attitude
• Helping to create a positive experience
for all
21

22. Commitments
to
Trust
22

23. Conveying Trust to Co-Workers,
Other Team Members or
Colleagues
• Avoiding gossip
• Treating others as we expect to be
treated
• Sharing positive comments and
accolades
• Doing what we say we will do
23

24. Conveying Trust to Co-Workers,
Other Team Members or
Colleagues
• Being consistent
• Meeting expectations and/or
standards
• Maintaining confidentiality
24

25. Timetable
By February 15:
• In collaboration with your team, please
select one behaviour for each value (i.e.,
three behaviours) and a corresponding
measurement indicator
• Identify how you will measure and track
your success in achieving the behaviours
you selected 25

26. Timetable
By April 30th:
• Managers will submit baseline data on
the selected three behaviours to their
Director
• Directors will provide progress reports to
their Vice-President
26