The Poudre Valley Health System (PVHS), a US not-for-profit health organisation, established a set of Behaviour Standards related to customer care, attitude, safety, professional appearance, communication, and teamwork. In developing the Standards, the Workforce Focus team examined best practices from Baldrige recipients, and reviewed patient feedback for guidance on how to operationalise PVHS values and…

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8.2.6 Leaders establish/improve the management system

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