Mission , vision and values

VALUE

DEFINITION

WHERE IT IS PRACTICED

ROLE OF THE LEADERS

Customer Focus

This is the capacity for giving personalized treatment to the customers, through respect, empathy, good manners and adapting to the personal circumstances of each user.

1. In the everyday (health care and non-health care) service
2. Work teams
3. Improvement groups

1. To detect needs
2. To adapt the list of services to the customers' needs
3. To analyse the results of surveys and to propose improvements
4. To analyse complaints and claims
5. To request and offer people's participation in the different initiatives
6. To coordinate the work teams

Professionalism

This is the ability to carry out the work entrusted with a wish to extend one's knowledge and pride of the profession practised.

1. In every position of work

1. To foster training, participation and responsibility in the work sessions
2. To be involved in the monitoring and appraisal of the objectives

Aiming for results

This is the ability to go for the benefit of the patient by efficiently using the resources, without cutting back on the necessary means, but also without wasting them.

1. In every position of work
2. Processing teams
3. Improvement groups
4. Commissions and committees

1. To foster participation and acceptance of responsibilities
2. To analyse the expenditure and the activity

Commitment

This is the ability to taken on the jobs entrusted and the objectives set, by rigorously following the rules

1. Everyday activity

1. To assess the effectiveness of changes
2. To provide resources

Innovating Attitude

This is the ability to create ideas and the willpower for adapting to new circumstances through team work and by sharing objectives and knowledge

1. Improvement groups
2. Clinical sessions
3. In Processes, Services and Units
4. Processing management

1. To foster participation
2. To give training sessions
3. To participate in self-assessments
4. To lead the processes
5. To foster Benchmarking