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Values


At compassion North America Home Health Services, it is not only excellent 

medicine that differentiates us from other organizations which serve  clients, our values in action approach defines who we are and the type of people who work with us to support you through your healthcare journey. 

Our values-in-action define the environment in which your care is received and the 
behavior of ournurses,physicians, caregivers, and other healthcare workers. 

We hold ourselves accountable for providing the best healthcare possible in an 
atmosphere defined by the following values:


Love

We believe that love is something that you do. It is something that you do not do. And it is something that you give. Our understanding of love is demonstrated by the following statements:

You are walking in love when you courteously greet clients.When you provide help to clients to find the information,services, and resources they are looking for, you are walking in love. When you go beyond the call of duty to use the extra time to help clients by staying in touch with your care team and clients constantly, addressing their concerns, receiving updates on the condition of clients and providing prompt response to  improve their care, you are walking in love. When you help clients to navigate the healthcare and social system,by linking them to services and resources in the community based on their specific situation, you are walking in love. When you hold the door for an individual in a wheelchair, a client, or a caregiver undergoing the 
stress of taking care of a family member,you are walking in love. 

You can also give love when you warmly greet a client , a family member, or a colleague. You can give love when you smile, provide   a word of encouragement that ignites a feeling of hope, assurance, and welcome in the heart of a client, family member, caregiver, or colleague.

You are walking in love when you are not rude or aggressive towards a client, who is behaving in a manner that is not expected of a normal and reasonable person, due to their illness. When you do not ignore the needs and concerns, expressed or not expressed but can be reasonably expected for the well-being of such an individual, you are walking in love.

When you do not break out in outbursts of physical violence, frustration, anger, obscene language or other like behavior, due to the stress of taking care of a client or 
any other reason whatsoever, you are walking in love. When you treat all individual clients respecting their dignity and uniqueness,  but do not treat any one person differently from others in bad faith due to their race, color, religion, or sexual orientation--or any other peculiar personal characteristic, that you share or do not share, you are walking in love.

When you work with other team members-- providing the support and input that is expected of you, consulting with them , sharing information and skills--to provide the best service and outcome for the client, you are walking in love.

Excellence
We strive to ensure that the healthcare services or interventions we provide to clients is evidence based and is informed by the most recent  development in the field or area of practice. We demonstrate this commitment through actions such as:

We review our field guidelines, policies and  protocols regularly using the PICOT approach updating them with the best clinical evidence and information on treatment effectiveness, efficacy,  and resource productivity, for all active interventions provided to our clients. Our care providers receive continuing education,integrated into the way we work-- to ensure that they stay abreast with the most up to date knowledge and practice in their profession, area of practice--and we ensure that this knowledge is reflected in the procedures, tools, protocols, and services they are providing to clients. 

We provide the infrastructure and enforce the policy framework, which ensures that all healthcare providers are expected to participate in knowledge sharing, mentoring , teamwork and thought leadership--participating in discussion forums, sharing information , new learning and skills--to ensure that field learning and improvement can be diffused quickly throughout the organization. 

We have adopted robust continuous improvement strategies, tools, and techniques-- which ensure that the quality, safety, timeliness, and effectiveness of service we provide to our clients, and the infrastructure through which they are delivered, are constantly improving.

Reliability
Providing reliable and predictable service is important to us as a business. We work with people who pride themselves not only on walking in love and demonstrating  excellence, but they also provide reliable service at the right place, right time, and right environment. The business, our staff, and contractors demonstrate reliability by actions such as the following:

When the organization provides monthly schedules of staff  services to clients in advance, we are providing reliable service.

When the organization provides the right type and mix of staff each time, each place, each setting, as provided by contract provisions, we are providing reliable service.

When staff members and other employees, who provide service during a shift, are adequately trained and are skilled in delivering all the nursing interventions that could be necessary during the course of providing care, we are providing reliable service.

When the atmosphere in which care is provided is consistent with the expressed values of the business, we are providing reliable service.  

When we provide protocols, work instructions and other tools that ensure that the quality of service we provide to each client, each time, each place, each provider, is consistently and comparably high. When such level of service is repeatable and predictable, we are providing reliable service.

When we regularly and independently  audit the work of service providers ensuring that organizational protocols, policies, performance and regulatory standards are consistently met , we are providing reliable service.

When staff and contractors go to work as scheduled, seldom call out, are punctual, there is low absenteeism--staff work at full capacity during a shift-- we are providing reliable service.

Responsiveness
We are always listening to our clients and other stakeholders,  whose work, life or performance expectations our operations impact. The following  statements are examples of how we demonstrate responsiveness in action:

We respond quickly to comments, complaints, and suggestions, taking advantage of  changes that increase client and stakeholder satisfaction with the work we do. We also respond quickly, making changes to the way we work to address the behaviors and work practices that cause dissatisfaction. We listen to the complaints of our clients and other stakeholders, we learn from them and address their concerns promptly-- making changes to address the issues that cause dissatisfaction. When there is a mistake or near miss, we investigate the system issues that cause such failures to occur. We use the opportunity to make changes, training staff, and improving the quality and safety of our operations, making them more resilient to mistakes and error in the future. We make special provisions to ensure that   individuals, who may not ordinarily have access to our services, are served through special arrangements and community action.  

We collect data and information from our clients on an ongoing basis to ensure that the atmosphere in which our services are delivered is consistent with our stated values. We take action to ensure course correction and bring our staff behavior and the organization in line with our values. We respond to comments and observations made by regulators, and other public stakeholders ensuring that at a minimum all regulatory standards are met.

We quickly respond to service requests from clients and other stakeholders. And we provide adequate information to clients about all changes to their service schedule, or availability of the staff providing it. We review our values in action regularly, ensuring that they serve the best interest of our clients and stakeholders.