Grady Memorial Hospital’s "Care Always" program continuing goals are to create a culture
where employees feel valued, manage their own morale, behave like owners, and are
inspired. “Care Always” is driven by the firm belief that our employees are truly our most
valuable asset and that employees who are happy in their work will ultimately provide better
patient care.

The program's name is based on a quote by 16th Century French physician Ambrose Pare.
A little over 500 years ago, he stated, "the task of medicine is to cure sometimes, relieve often,
care always." The last portion of the quote became the motto for the program, keeping the
concept of always providing an extra measure of care in the forefront of employees' minds.

The program began at GMH when employees developed programs for improving workplace
culture, employee satisfaction, patient satisfaction, and service. Three primary teams of
employee-led task forces lead in the program efforts:

• Patient Satisfaction and Measurement Team- developed patient satisfaction surveys and
reviews results monthly to develop new methods for solving existing and emerging issues.

• Standards of Performance Team- worked with leadership and an employee lead team to
develop basic standards of performance concerning important areas in the institution.
Examples include standards for appearance, attitude, behavior, and conduct; communication;
commitment to coworkers; and respect for one another's privacy and safety. After developing
the ideas about the organization's standards, the team sought consensus from all
employees to ensure the standards were acceptable goals to work toward. Many of the
standards involve employee action, such as picking up trash whenever it is seen on the
hospital's premises. The standards are posted around the hospital for patients and visitors
to see, and all employees sign the standards of performance statement as a requirement
for employment at Grady Memorial Hospital. The Standards of Performance Team also
addressed "service recovery,” or identifying ways that employees can be trained to react
appropriately when there is a problem and have the authority to personally correct it as
quickly as possible.

• Employee Rewards and Recognition Team- identifies methods to recognize the good deeds
and service of Grady Memorial Hospital's employees. The team established a "Star Wall"
where employees may be nominated for meeting or exceeding any standards of performance.
The team also organizes special occasions or activities throughout the year and recognizes
an employee of the month as well as employee of the year.

The program's concepts are reinforced in meetings and activities and are an integral part of
new employee orientation. Committee members rotate to ensure that new ideas are brought
to the program, sustaining employees' enthusiasm for the program and its concepts.



Grady Memorial Hospital / 2220 Iowa Ave. / Chickasha, OK 73018 / (405) 224 - 2300
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