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Developed for Medic Employees, by Medic Employees

Core Values

Compassion (C) – a deep feeling for and understanding of others without regard to race, age, creed, or social standing. The desire to identify with or sense something of another’s experience; a precursor of caring. This includes kindness, generosity, forgiveness, caring, friendship, love and sharing toward all people.

Customer Advocacy (CA) – commitment to speaking and acting on behalf of our patients and community. Being informed of community efforts and programs available and communicating the needs of our patients to staff, family members, or community agencies/providers. The process of speaking out on issues of concern in order to exert some influence on behalf of our patients.

Fairness (F) – the absence of bias in specific realms characterized by freedom from prejudice or favoritism.

Honesty (H) – Telling the truth and being worthy of trust.

Integrity (I) – a steady and faithful observance of a code of moral values. This includes honesty in word and deed and a sense of right and wrong. Steadfast adherence to high ethical principles or professional standards; truthfulness, fairness, doing what you say you will do and speaking forth about why you do what you do. Uprightness of character and soundness of moral principle, absolute truthfulness, and honesty.

Responsibility (R) – means being reliable and following through on commitments. Solve problems rather than make excuses, being a reliable team player. Accountable for actions and decisions, following policy and clinical protocol, supportive, reinforcing appropriate behavior as well as consequences when not following policy.

Straight Forwardness (SF) – Free from ambiguity or pretense; honest and frank. Manifesting honesty and directness, especially in speech: candid, direct, downright, forthright, frank, open, plainspoken.

Standards of Behavior

Advocacy

  • I will show care and compassion to all regardless of role, race, color, gender, sexual orientation, physical disability, origin, ancestry, religion, or socioeconomic status. C, CA, F, I.
  • I will be committed to working with patients in finding solutions when barriers to treatment arise. CA, R
  • I will be informed of community efforts and programs that provide additional resources and education to patients and/or the community. CA, R
  • I will be an advocate for my patients by effectively communicating their needs to staff, family members, or community agencies/providers. I will promote their worth, champion their healthcare, and educate my patients so they can make informed decisions. C, CA, I, R

 

Appearance

Personal

  • I will adhere to MEDIC agency, and departmental dress code policies for proper uniform/clothing, jewelry, cologne, and hygiene. CA, R
  • I will not deface my ID badge and wear it clearly visible at all times. R

Facility

  • I will keep my work area and/or post clean and organized. CA, I, R
  • I will be observant of litter, debris, and spills within the facility and handle clean up immediately. CA, I, R
  • I will respect our allied agencies by treating their facilities with the same standards as relates to MEDIC facilities. i.e., Fire Stations, Hospitals. CA, I, R

Ambulance and Equipment

  • I will respect my coworkers by keeping my Ambulance and equipment clean and free of biohazards. CA, I, R
  • I will respect all equipment, be sure it is in good working order, and use it in a proper manner. CA, I, R

Attitude

  • I will treat everyone in a courteous and respectful manner, as I would want to be treated; rudeness is never acceptable. C, CA, F, I, R
  • I will help to create a culture that makes people feel appreciated, included, and valued. C, F, I, R, SF
  • I will strive to meet the customer’s need by using HEAL: C, CA, I, R
    • H: Hear them out
    • E: Empathize
    • A: Apologize
    • L: Leap into action to solve the problem
  • I will take care of myself physically, spiritually, and mentally: recognizing if my personal life is affecting my work attitude, and seek help as appropriate, so I can provide excellent care to my customers. CA, H, I, R
  • I will remember that customers are not an interruption of my work; they are the reason I am here. CA, F, I, R
  • I will be accountable for my actions, words, and patient care. CA, H, I, R, SF

Commitment to Coworkers

  • I will report to work as scheduled. I will communicate delays as appropriate. CA, I, R
  • I will respectfully approach other healthcare professionals and refrain from discipline, or constructive criticism in public. C, CA, F, I, R, SF
  • I will maintain a positive attitude despite any setbacks, and take responsibility for solving problems, regardless of origin. CA, I, R, SF
  • I commit to staying on task; with any assignment I may be given. I, R
  • I will hold my coworkers accountable (in a respectful manner) for upholding our standards of behavior, policies, and procedures. H, I, R, SF
  • I will welcome new employees. Being supportive by offering to help, and setting an example of cooperation. C, CA, F, I, R
  • I will show respect to my first responders by listening to their report, and give consideration to what may have been done prior to my arrival. CA, F, R

Communication

  • I will not discuss staffing, or internal issues with customers; including patients, bystanders, first responders, or allied health workers. I, R
  • I will treat others respectfully and professionally by listening and avoiding defensiveness in oral, written and cyber communication. F, I, R, SF
  • I will make eye contact, smile and greet everyone creating a friendly environment. C, I, R, SF
  • I will keep my radio traffic professional, without sarcasm, or innuendo. CA, I, R
  • I will use positive body language and easy-to-understand words when communicating with patients. CA, F, H, R, SF
  • I will always address my patients professionally: “Mr.,” “Miss,” or “Mrs.” will be used — unless the customer invites me to use his or her first name. C, CA, I
  • I will take the time to listen, and avoid interrupting or finishing sentences for others. F, I

Delivery of Care

  • I will remain focused and anticipate the needs of my patients. C, CA, R
  • I will strive to deliver prompt service, by ensuring that my unit is ready and my out-of-chute times are fast. CA, I, R
  • I will provide sheets or blankets when transporting patients. C, CA, R
  • I will seek opportunities to improve the skills needed to do my job well. CA, I, R
  • I will demonstrate competence, and only perform tasks within the scope of my practice. CA, I, R
  • I keep patients, and families informed by using “AIDET” in delivering care.
    • A: Acknowledge my patient, and call them by name.
    • I: Introduce myself and partner.
    • D: Give patients an estimate of the time that will be required to deliver the care
    • being provided.
    • E: Explain procedures to patients prior to performing, and when possible
    • involve the patient in developing their treatment plan.
    • T: Thank my patients for allowing me the opportunity to care for them. CA, F, H, I, R

Privacy/Confidentiality/Corporate Responsibility

  • I will follow Medic’s release of information and privacy policies, reporting any breach or potential breach. CA, H, I, R
  • I will respect patients’ privacy when discussing medical matters, and be mindful of my conversations in public areas. C, CA, I, R
  • I will give patients the opportunity to decide who should be present while they are being assessed. C, CA, F, I
  • I will ask permission prior to removing garments, and ensure that my exposed patients are covered prior to being moved into a public area. C, CA, I, R
  • I will be sensitive to the personal beliefs of others.
  • I will maintain an open mind and be responsive to change with respect to new ideas, processes, and suggestions. CA, I, R
  • I will be aware of performance expectations, and act accordingly. H, I,

Safety

  • I will not take unnecessary risks. CA, I, R
  • I will protect my back when lifting, pushing, pulling, or carrying by asking for help and/or utilizing available equipment, and always using proper body mechanics. CA, I, R
  • I will use protective clothing, and equipment as required by law or policy. CA, I, R
  • I will be aware of scene safety and potential hazards including violent persons, biological, chemical, and fire. CA, R