advocate sherman hospital Inspiring medicine. Changing lives.

Advocate Sherman Hospital Employees believe that a Culture of Service Excellence is the foundation for success at Advocate Sherman Hospital. Thus we incorporate into our daily lives these

Standards of Behavior

Communication, Ownership, Professionalism and Customer Service


  • I will communicate effectively with all customers, internal and external, by using the AIDET principle when addressing my customers.
  • I will listen attentively by listening first to understand the patient's words, addressing their needs and taking whatever action is necessary.
  • I will provide clear directions by escorting the customer to his/her destination, or finding someone who can.
  • I will use proper telephone etiquette by answering the phones promptly and professionally by identifying my department, my name and asking, "How may I help you?" When completing the conversation ask "Is there anything else I can do for you?"
  • I will use proper communication skills by using the preferred name when addressing patients, using common courtesies, explaining everything I can about their care, and encouraging questions.
  • I will use communication boards effectively, in clinical areas, to explain the important part of their care by identifying key events while minding the patient's privacy.
  • I will use proper meeting etiquette by following the Advocate Sherman Hospital agenda for meetings.


  • I will choose to have a positive attitude each day.
  • I will treat others as I expect to be treated, showing consideration, courtesy and respect.
  • I will act as a resource to solve problems.
  • I will take responsibility for a clean and safe environment.


  • I will always maintain professionalism by not tolerating violence, alcohol, weapons or illegal substances in the workplace.
  • I will ensure the confidentiality of every patient.
  • I will make patients needs a priority and assist those who serve patients.
  • I will adhere to the Advocate Sherman Hospital dress code.
  • I will recognize that patients are not an interruption of my work, but the reason I am here.
  • I will know and adhere to my department and system policies, goal, and initiatives.

Customer Service

  • I will use proper elevator etiquette by acknowledging all people in the elevator.
  • I will keep waiting patients informed by rounding and using AIDET.
  • I will use the service recovery principle ACT for all customers.

I have read and understand the Standards of Behavior (above) and I agree to comply with and practice the standards outlined within upon hire.