Achieving

Through Professional Standards

Human Resource Management

UAB Health System Human Resources – 975-7705

UAB Hospital Human Resource Management – 934-4681

UAB Highlands Human Resource Management – 930-7690

Health Services Foundation Human Resource Management – 731-9600

Callahan Eye Foundation Hospital Human Resource Management – 325-8535

Viva Health Human Resource Management – 939-1718

UAB Ophthalmology Services Foundation Human Resource Management – 325-8361

General Information

UAB Hospital General Information – 934-4011

UAB Highlands General Information – 930-7000

Health Services Foundation General Information – 731-9600

Callahan Eye Foundation Hospital General Information – 325-8100

Viva Health General Information – 939-1718

UAB Ophthalmology Services Foundation General Information – 325-8620

Employee Resources

UAB Ethics Hotline – 1-866-362-9476 or www.uab.edu/ethics

The Resource Center: Employee Assistance and Counseling Services – 934-2281

Excellence in Action employee recognition program – uabmedicine.org/excellence

Standards and Clinical Resources – https://scr.hs.uab.edu

Important Numbers

UAB Health System physicians and staff touch the lives of thousands

of people each day—our patients, visitors, and co-workers.

Whether people come to our medical center for health care, to visit

patients, or to attend a business meeting, the appearance and conduct of

our faculty and staff leave a lasting impression. We should always strive

to meet the highest professional standards in all we do and in the way we

present ourselves.

This booklet offers reminders of our values—Own It,

Do Right, Always Care, Work Together—and serves as

a guide for the Health System’s performance standards

and emphasis on professionalism. Working together,

we can help UABHS touch the lives of thousands more

people and solidify our reputation for excellence in all

that we do.

William Ferniany, Ph.D.

CEO, UAB Health System

A Message From Dr. William Ferniany

As a member of UABHS, you are part of a large, diverse

community of health-care providers

and staff who share values, goals,

and priorities, all of which drive

our commitment to providing the

highest quality health care. Whether

you work for UAB Hospital, UAB

Highlands, the Health Services

Foundation, or any other UABHS

entity, maintaining professional

standards in all that you do presents

the best impression to patients and

visitors and helps create a great

work environment for everyone.

Excellence

We strive to be the very best at what we do.

We are not satisfied with “good enough.”

We seek the leading edge of medicine.

We seek the highest order of care.

We seek individual distinction and team enterprise.

core valuesUnderstanding the Core Values

“When there’s a problem with

a patient’s referral to a specialist or an

authorization for some type of procedure, I

try to find the best solution as

soon as possible. I Own It.”

–Judith Wilks-MayViva Health

Your guide to representing UAB

Own ItBE ACCOUntABlE. tAkE ACtIOn. MAkE It HAPPEn.

Where do you Own It? From the patient room to the waiting

room—anywhere on campus.

How do you Own It? You Own It when you are accountable for

your own actions. When you see something that needs fixing, and

you fix it; when you see someone who needs helping, and you the

help them. When you take pride in your work, your work area, and

the people around you, then you Own It.

What happens when you Own It? Important things get

accomplished. Patients, visitors, and your coworkers get the help

they need now, rather than later. Your department runs more

smoothly, because everyone there is taking responsibility for his or

her job and making sure it gets done.

Work TogethertHInk WIn-WIn. BUIlD COnSEnSUS.

PlAy yOUr rOlE On tHE tEAM.

Where do you Work

together? From the NICU to

the break room—anywhere

on campus.

How do you Work

together? You Work

Together when you ask

for help instead of doing it

alone. When you look at your

coworkers, and you appreciate

what they contribute to your area; when you look at your job, and

you appreciate how they make it easier. When you play your role

on the team and support your coworkers in playing theirs, then you

Work Together.

What happens when you Work together? Work gets done

faster, more efficiently, and more effectively. Challenges are met

with smart solutions. Everyone experiences less stress, because

everyone has help. Patients get the best care, because everyone is

contributing their best efforts.

“If I see a staff member who needs

assistance and it will

benefit the patient, I help.

I Work

together.”

–Velma ElstonUAB Hospital

Do RightFOllOW tHrOUgH. WOrk WItH PrInCIPlES. DO nO HArM.

Where do you Do right?

From the helipad to the

cafeteria—anywhere on

campus.

How do you Do right?

You Do Right when you

follow through with what you

say you will do. When you

have the opportunity to take

shortcuts, and you don’t;

when you don’t have to go

the extra mile, but you do. When no one is watching, and you do

your best anyway, then you Do Right.

What happens when you Do right? Patients get better.

Lives are made easier. Mistakes are avoided, because everyone

in your department can trust that everyone has done their job

correctly and that if an error was made, it was immediately

corrected. Your patients and your coworkers can thrive in an

environment of confidence.

Always CarelIStEn WItH EMPAtHy. BE COMPASSIOnAtE.

SUPPOrt tHOSE In nEED.

Where do you Always Care? From the OR to the elevator—

anywhere on campus.

How do you Always Care? You Always Care when you put

yourself in someone else’s place. When you listen with empathy,

even when you’re in a hurry; when you show compassion, even

when you don’t expect it in return. When you offer support to

anyone in need, whether they are a patient, visitor, or coworker,

whether they are on your unit

or not, then you Always Care.

What happens when you

Always Care? People feel

better. Your patients thrive in

a positive environment. You

better understand the stresses

your coworkers encounter

every day. Misunderstandings

are avoided, because everyone

listens with an open mind.

Do you have questions?

Ask your manager or supervisor, or talk to your Human resources representative.

“I take the time

to sit with a patient and

really listen to them or

lend a hand to a co-worker

in need of assistance.

I Always

Care.”

–Jessicagandy

UAB Hospital

“If I am unsure of

something, I

seek advice

to verify I am handling it

appropriately. I Do right.”

–Dawn Molz UAB Highlands

professional etiquetteProfessional EtiquetteElevator Etiquette

• Use the stairs when traveling up one floor or down two floors.

• When using an elevator, opt for a staff elevator rather than a public elevator.

• Allow those exiting the elevator to do so before you get on.

• Hold the open-door button so that others may get on.

• Do not hold the door and delay other passengers while continuing a

conversation with someone outside of the elevator.

• If you are escorting someone, hold the elevator door and allow that person

to enter first.

• To maintain confidentiality and integrity, do not discuss patients, patient care,

or work-related business on elevators.

E-mail Etiquette

• Do not send non-work-related forwards to coworkers at their Health

System e-mail addresses.

• Keep the tone of your e-mails polite and professional; sarcasm and

joking can be easily misinterpreted over e-mail.

• Use your Health System e-mail address for work-related e-mail

only; limit personal e-mails.

• Prior to clicking “Reply All,” consider who needs to be included in

the subsequent e-mail correspondence to minimize unnecessary

e-mails for everyone.

• Use the “Subject” field to enter a clear, concise description of the

e-mail subject.

Business Phone Etiquette

• Answer the phone within the first three rings.

• When answering the phone, smile, speak slowly, offer a

greeting—your department and your name—and offer

assistance. For example, “Good morning, Patient Financial

Services. This is Jane Doe. How can I assist you?”

• Before placing a caller on hold, ask, “May I place you on

hold?” and wait for a response.

• When transferring a call, tell the caller the number that they

will be transferred to.

• Limit the use of speakerphone where others could hear and

be distracted or disturbed.

• Give your full attention to the person you’re talking with on the

phone. Avoid talking with other people, using your computer,

or doing anything else that could distract you from that

conversation.

professional etiquetteCell Phone Etiquette

• Turn your cell phone off or set it to vibrate; use discreet

message alerts.

• Use a quiet voice when using your cell phone.

• Do not wear Bluetooth devices in work or public areas.

• Only make and take personal calls or text messages while on

break and away from work and public areas.

• End a cell-phone call immediately when a patient or visitor

needs assistance. Allow incoming calls to go to voicemail

when you are occupied with a patient, visitor, or coworker.

• Do not use a cell phone or send text messages while

operating a vehicle or any other equipment during work.

• Suggest to patients and families that they not use cell phones

in examination and treatment rooms.

• Avoid walking through public corridors while talking on your

cell phone. You will not appear approachable and available to

help our visitors and guests.

• Adhere to all patient-privacy rules and regulations and

safeguard confidential and sensitive information of any kind.

Etiquette Around the Facilities

• Politely offer directions to visitors who look lost. Try to use terms a visitor

would understand—the Cardiac Care Unit, for instance, rather than the

CCU—and, if possible, take the visitor to his or her destination.

• Avoid littering of any kind. Make sure all wrappers, cigarette butts, and other

trash make it into the proper receptacles.

• Avoid perfume or cologne; some people are very sensitive to fragrances.

• Maintain good manners and a positive attitude around patients, visitors, and

coworkers.

• Do not sleep, appear to be sleeping, or lie on furniture in public areas.

• Whenever you wear your badge outside of UAB, be mindful of your behavior

and activities—you continue to represent UAB.

Smoking Etiquette

• Smoke only in designated smoking areas—even if the weather is bad,

even if you only intend to smoke briefly.

• Be conscious of the appearance of our grounds and dispose of cigarettes

appropriately.

• Employees smoking anywhere other than designated smoking areas will be

subject to disciplinary action.

• If you see an employee or visitor smoking in a non-designated smoking

area, politely direct them to a designated smoking area. For example,

“Excuse me, but this isn’t a designed smoking area. May I show you to a

designated smoking area?”

dress code

T-SHIRTS, including UAB t-shirts, are not to be worn by any employee, except on occasions approved by Administration.

DOHair pulled

backappropriate

earrings

id badge displayed properly

tucked-in sHirt

Dress Code• Regardless of the facility or

department in which we work, we are

all representatives of the UAB Health

System, and our appearance sends

a message to others. Our patients,

their families, and our co-workers and

students know that they can expect

expert care and attention when we

take pride in our appearance and the

appearance of our facility.

• Your manager can provide a complete

dress code for your area.

Direct Patient-Care Provider

DON’Tlong Hair

not pulled back

large earrings

no id badge

untucked sHirt

DON’THair cover,

isolation gown, mask,

and sHoe covers

worn outside of tHe

clinical area

DON’Tt-sHirt

scrub jacket around

waist

id badge below waist

buttons obstructing

view of id badge

Direct Patient-Care Provider

DO NOT wear open-toed shoes in patient-care areas.

DOHair pulled

back

lab coat worn over

scrubs wHen

outside of tHe

clinical area

appropriate sHoes

DO

acceptable professional pin; id badge

displayed properly

appropriate scrubs or

scrub top/jacket

appropriate sHoes

DOid badge

displayed properly

appropriate scrubs

appropriate sHoes

clean labcoat

DON’T

id badge below waist

denim

flip-flops

bluetootH Headset

id badge displayed properly

dress codeDON’T

no id badge

t-sHirt

Unit SecretaryDO id badge

displayed properly

appropriate scrubs

appropriate sHoes

DOid badge

displayed properly

appropriate uniform

appropriate sHoes

Environmental ServicesDON’T

t-sHirt

id badge below waist

denim

DOHairnet

apron

appropriate sHoes

id badge displayed properly

DON’T no Hairnet

using cell

pHone

no apron

Food Services

Guest ServicesDON’T HeadpHones

untucked sHirtid badge

below waist

capri pants

DO id badge displayed properly

tucked-in sHirt

appropriate uniform

attire

appropriate sHoes

DO NOT WEAR earphones while representing UAB; it makes you seem unapproachable to our guests.

DO NOT COVER ID badge with pins, stickers, or other accessories.

dress code

DON’T

id badge below waist

flip-flops

DON’T

flip-flops

no id badge

sHortskirt

large earrings

tHinstrapped

sHirt DO id badge displayed properly

appropriate sHoes

appropriate suit

MaintenanceDON’T

Hat worn backwards

no id badge

untucked sHirt

DOHat worn properly

id badge displayed properly

tucked-in sHirt

appropriate sHoes

Office/Business Office/Business

Office/Business

DO id badge displayed properly

appropriate sHoes

appropriate sHirt and

pants

DOid badge

displayed properly

appropriate sHoes

appropriate skirt and

top

DON’T

see-tHrougHsHirt

no id badge

untucked sHirt

HATS may only be worn if part of an approved uniform.