The 25 BEST Behaviors are standard behaviors expected of all Shands HealthCare employees and volunteers. They link to the key behaviors on our annual performance evaluations and are divided into the following categories:

Customer Service

• I will treat everyone with kindness, courtesy and respect.
• I will be aware of patients and visitors and give them priority in elevators and hallways.
• I will take responsibility for assisting customers, whether in person or on the telephone, in finding where they need to go.
• I will promptly acknowledge the customer’s presence and keep them informed on an ongoing basis.
• I will introduce myself by name and title when interacting with others.
• I will listen attentively to customers and be responsive to their requests and needs in a timely manner.
• I will honor the privacy and confidentiality of patients, visitors and staff.
• I will follow dress code policies and correctly wear my identification badge at all times.
• I will demonstrate respect and sensitivity to cultural and language differences.
• I will maintain a respectful and appropriate noise level in my work area.
• I will thank all customers for choosing Shands HealthCare.

Teamwork

• I will actively support Shands HealthCare in the achievement of its goals.
• I will present my co-workers and represent Shands HealthCare in a positive manner.
• I will work as a team member and offer my assistance to others.
• I will be on time for all work-related activities.
• I will communicate with others in a respectful manner, whether the communication is verbal, non-verbal, or written.
• I will use the resources of Shands HealthCare wisely.
• I will take an active role in quality improvement.
• I will assist in maintaining the appearance of my facility by keeping a clean and neat environment.

Adapting to Change

• I will support change and display openness to new ideas.

Developing self and others

• I will be liberal with my praise of others in public and coach in private.
• I will stay informed about Shands HealthCare and my job and seek opportunities to improve my skills.
• I will welcome newcomers, share my knowledge and assist others in developing their skills and competencies.

Problem-solving

• I will become part of a positive solution when confronted with a problem.

Patient Safety

• I will do my part to maintain a safe and secure environment.

About Shands Navigation

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Shands Commitment to Excellence

• The BEST Program
• Pillars of Excellence
• BEST Behaviors
• Governor's Sterling Award, Magnet Designation & Other Honors
• Quality & Patient Safety