Policy

  • Standards of Behavior are practiced by associates while at work with every patient and or family with every interaction.
  • All applicants receive a copy of the Standards of Behavior before a job offer is made.
  • All associates sign an attestation agreeing to uphold the Standards of Behavior during the pre-employment period.
  • Standards of Behavior are evaluated on an ongoing basis and during the annual evaluation process.
  • Associates not in compliance with these standards shall be corrected immediately and the progressive discipline process followed.

Patient Centered Care Standards of Behaviors

  • Acknowledge the Patient/Family (examples: smile, make eye contact).
  • Never complain or make excuses to a patient or family member.
  • Maintain composure and professionalism with every interaction
  • Do not discuss patient information in a non-patient care area.
  • Notify your supervisor or department’s supervisor immediately if unable to resolve a patient need or complaint.
  • Prior to leaving a room, ensure the patient call light and care items are within reach and reduce clutter wherever possible.
  • Use their preferred name.
  • Introduce yourself by name and your role in their care.
  • Introduce anyone that is accompanying you.
  • Explain the purpose of your visit, the procedure, and any anticipated timeframes.
  • Update the patient of any scheduling or time changes, apologize for any delays.
  • Explain procedures and processes using terms the patient understands; validate their understanding.
  • Keep the patient and family informed of daily activities and plan of care; for inpatient units, use the white erase board.
  • Utilize every opportunity to thank the patient.
  • Maintain a neat, clean and well groomed appearance, in accordance with the dress code.
  • Focus conversations on the patients need.
  • Listen carefully with the intent to understand questions, concerns, or needs.
  • Speak positively about the healthcare team.
  • Ask for permission to enter by knocking on the door or by identifying yourself and requesting to enter from behind the curtain.
  • Request permission from the patient to proceed with planned activity; maintain privacy by drawing curtains or closing doors.
  • Escort customer to desired location when possible; avoid pointing.
  • Meet patient’s need timely by making the patient your priority.
  • Adhere to the no pass zone policy.
  • When concluding any interaction, ask, “Is there anything else I can do for you”?
  • Ensure any needed repair and/or safety hazard in the patient environment is repaired in a timely manner.
  • Sanitize your hands as you enter the patient’s room.

Standards of Behavior Attestation:

  • Oak Hill Hospital Standards of Behavior are a part of our culture of Patient Centered Care.
  • Our Standards of Behavior incorporate specific behaviors that all associates practice; they are intended to promote a caring, compassionate, patient-centered culture throughout the organization.
  • Our Standards of Behavior are incorporated into each job description and are used to measure overall work performance.
  • Oak Hill Hospital makes it clear that associates will adhere to and will practice the Standards of Behavior while at work, while on the hospital campus, or when representing Oak Hill Hospital at a sponsored event in the community.
  • Applicants agree to the Oak Hill Hospital Standards of Behavior during the pre-employment process.
  • Associates renew their commitment to the Standards of Behavior during the annual evaluation process.


Please read and then select one of the choices below:

I acknowledge that I have read and understand the Standards of Behavior, and I agree to comply with and practice these standards.

I acknowledge that I have read and understand the Standards of Behavior; however, I feel I cannot comply with each expectation and choose not to apply for a position at this time.