Page 5 - We Are Summa 2019

Value every person

• Look for the best in every individual we serve and in those we work with.
• Treat others without bias or judgment; we have not walked in their shoes.
• Respect and celebrate the diversity of the patients we serve and the talented colleagues

we work with every day.
• Treat others with courtesy and respect, even when we may disagree with their ideas.
• Recognize the talents of others on our team, expressing thanks for their contributions.
• Offer a friendly ear to colleagues who may be struggling. Be willing to reach out to

others when you need help or are having a bad day.

Personalize care

• Empower patients and family members to be involved in decisions related to their care.
• Communicate openly and effectively with patients and their family members,

encouraging them to share their thoughts, concerns and questions.
• Make eye contact.
• Encourage patients and family members to share their questions and concerns by

asking open-ended questions such as, “How can I help you most right now?”
• Listen actively and ensure understanding by paraphrasing back what the patient has

just told you.
• Always knock and ask patients if it is all right to enter their room.
• Call patients by their preferred name each time you enter their room.
• Introduce yourself by name and explain your role on the care team to patients and family

members.
• Improve the continuity of care by always helping patients know and understand what

comes next during their visit or stay.

Work collaboratively

• Encourage patients, family members and colleagues to speak up when they have a
concern by proactively seeking their ideas and asking good questions.

• Seek the input and ideas of colleagues in decisions to find the best solution and to
increase the chances for success.

• Be eager to learn, with an openness to new knowledge that will help the team provide
consistently better care.

• Recognize the strength of our teaching programs in providing world-class care for
patients today and preparing the next generation of tomorrow’s professionals.

• Speak positively about colleagues and other departments, creating a higher degree of
confidence and trust among patients and families.

Partner with the community

• Appreciate that as Summit County’s largest employer, Summa Health plays an important
role in keeping our community strong, healthy and successful.

• Look for opportunities to give back to our community through volunteerism,
which contributes to the health and vitality of the greater Akron region.

• Recognize that we serve diverse communities through our clinics, special
programs and partnerships with other community agencies.

We are Summa 5