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Our Commitment

At Highland District Hospital, we are committed to maintaining a culture of service excellence. Service excellence means striving to be the best we can be – as individual employees and as an organization. It means providing the very highest level of clinical care, putting quality and patient safety above all else. And it means treating our customers, including patients, families, physicians, co-workers and outside contacts with dignity, respect and compassion.


about creating an environment which focuses on health and wellness for patients as well as our employees. We respect the need for a work/life balance, positive physical and emotional health, and personal growth opportunities which is recognized through the development of employee programs and policies designed to support a culture of care for everyone involved.


with transparency and honesty. Here at Highland District Hospital our open door policy is more than just a buzz phrase. Our Leadership Team strives every day to ensure our employees feel valued and have a voice in the future and success of Highland District Hospital. Communication at all levels of the organization is of significant importance and a topic we continually invest time and interest towards.


and appreciate the value our employees and future employees have in making our organization and surrounding community the best it can be. We offer educational assistance opportunities to employees wanting to advance their healthcare careers, and facilitate student, internship, job-shadowing, and mentorship programs with local schools to help develop future healthcare workers.


the achievements of our employees by recognizing the sacrifices and the dedication they have to our community and our organization. Celebrating milestone achievements with rewards, holding an annual recognition banquet, and focusing on monthly fun employee activities helps support our commitment to consistently offering a positive employee culture.

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Standards of Behavior

I acknowledge the following are Highland District Hospital standards of behavior and further understand these behavioral standards are expected of every HDH employee. I understand that I will be accountable and am willing to exhibit these standards through every customer encounter should I be offered a position of employment with Highland District Hospital.

I will graciously serve others and promote a ‘one team’ mind set with everyone in the organization.
I will encourage others and take ownership in supporting the overall wellness of the team.
I will be open to learning new skills as well as share my knowledge so that I can expand my comfort zone to support others.
I will focus on the needs of others and offer to help at all times to ensure all patient and teammate needs are met.

I will be attentive and anticipate the needs and requests of patients and offer solutions before they have to ask.
I will validate concerns, apologize, resolve, and escalate issues as needed while supporting one another and creating positive impressions.
I will prioritize patient safety and advocate for appropriate care by ensuring that a proper handoff between team members is completed while seeking input from patients and their families.
I will identify and meet the expectations of each patient and strive to exceed those expectations whenever possible.

I will be reliable, dependable, and follow through on my commitments.
I will take action to build trust, be honest, and take ownership of my mistakes, and not place blame.
I will respect other’s diverse backgrounds and beliefs.
I will treat everyone with fairness and respect regardless of title, position, or status.

I will make others feel valued by following AIDET and speaking positively about other team members and their contributions (managing up).
I will be clear and concise in my explanation and ensure the other person understands what I just communicated.
I will proactively greet everyone in a friendly manner by making eye contact, smiling, and saying hello.
I will engage through active listening without interruption and asking open ended questions to clarify information and validate understanding.
I will keep others informed of delays and follow up to ensure that needs have been met and they are satisfied with the outcome.
I will end each interaction by showing appreciation and saying ‘thank you’ when appropriate.
I will take steps in professional accountability to stay informed of hospital communication by actively engaging communication tools such as emails, bulletin boards, department meetings, department notes, and the HDH Intranet.

I will display kindness by making eye contact, smiling, getting on one’s level, and conveying empathetic and caring interactions.
I will be in tune with the needs of others and provide emotional support by being present, actively listening, and finding ways to reduce stress and anxiety.
I will treat everyone with respect and gentleness by recognizing their current circumstances and extending them grace.

I will keep my head up in the hallway to ensure I follow the 10/5 Rule. If someone needs direction, I will walk them to their destination.
I will remain composed and calm even in high pressure situations, including using appropriate tone and avoiding defensive postures or negative body language.
I will adhere to professional standards of conduct including positivity, timeliness, and accountability.
I will maintain confidentiality and patient privacy in the hospital and within the community.
I will maintain a clean and professional appearance and visibly display my identification badge above the waist.
I will present a positive attitude, trusting everyone has good intentions, and refrain from spreading negativity to my team members.

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