CORE VALUES!

Teamwork Integrity Grace Effort Responsibility Positivity Initiative

Teamwork

Teamwork is the collaborative effort of a group to achieve a common goal or to complete a task in the most effective and efficient way. Each member of the team does their part while each puts their personal achievement as less important than efficiency of the whole team.

• I commit to putting personal achievements as less important than the efficiency of the whole team and will work alongside my team members to provide thorough care.
• I commit to consistently take action to improve situations both for the team, my workplace, and myself.

Integrity

Integrity is regarded as the honesty, truthfulness, and accuracy of one’s actions. Integrity is doing the right thing even when it is the hard thing to do. Integrity is the state of being complete and undivided.

• I understand that using HPVC core values, behavioral standards and code of culture to guide my actions, behaviors and decisions leads to team excellence and I will be held accountable to uphold them.

Grace

Having grace is living a life of gratitude while showing love to all including the unloving. Being graceful is smooth in your movements and polite and thoughtful in your behaviors.

• I accept that others may have different viewpoints and world views and commit to treating others with kindness even when we see things differently.
• I commit to uphold zero tolerance to gossip, whether about clients and teammates, or past teammates as I understand it is harmful and nonproductive.

Effort

Putting in effort is consciously working hard in a serious attempt to meet our shared purpose.

• Every appointment, every day I will give my best effort to fulfill the HPVC promise of a thorough and kind experience.
• In order to create a better quality of life for our patients and myself, I will put effort into continuing to learn and grow as a person and veterinary professional.

Responsibility

Being responsible earns trust as one answers for their own conduct, actions, and assigned tasks.
Responsibility is the ability to use resources to make good decisions and to act independently in accordance with values and policies.

• I understand that completing checklists is necessary to protect and care for the health and well-being of our patients, clients, teammates, and myself and that failing to utilize checklists is grounds for dismissal.
• I understand that taking responsibility for my actions is expected and necessary for the safety of our patients and the trust of our clients and teammates. When I make a mistake I will own it and ask for help in finding a solution. When I succeed I will own it and celebrate with my teammates.

Positivity

Positivity is the place where gratitude and reflective response prevail, and negative emotions are transient. Positivity means thinking in an optimistic way, looking for solutions while expecting good results and success.

• I commit to bringing a positive attitude to work for every shift even in challenging times.
  During difficult times I will strive to think in an optimistic way and look for solutions rather than complain.

Initiative

Initiative is an action taken to solve a problem. We are problem solvers at Healing Paws Veterinary Care. Initiative is taking action to improve situations for your patients, your team, your workplace, your community, and yourself.

• If faced with a challenging situation or a situation where something could be improved, I will take the initiative to offer my thoughts on solutions and, when those solutions are embraced, offer to implement the action steps needed to provide them.
• If I feel exhausted, stressed, overwhelmed or anxious I will take time to look at the reasons for my feelings and work towards solutions engaging the help of others when I can not find those solutions on my own.

EMPLOYEE CODE OF CULTURE

PROFESSIONAL AND RESPECTFUL COMMUNICATION:

I commit to providing a safe environment for my teammates, colleagues, and clients to speak. I will actively listen and respond in a kind, non-descending, respectful manner. Even when I do not agree I will not point blame, name call or demean. I commit to communicating with my team with respect and know that they are committed to the same.

ANIMAL HANDLING AND COMMUNICATION:

I commit to providing a safe environment for the Healing Paws Veterinary Care patients. I will actively observe their body language and respond in a kind, non-threatening, respectful manner. I will not scruff or hit any animal. If a patient can not have a procedure performed without significant strength based restraint, I will stop performing the procedure until a veterinarian can provide chemical restraint to keep that pet and the staff safe. I will use treats and gentle touch to reward pets when appropriate and use well fitted and comfortable muzzles to keep the team safe. I will consider how my actions and tone of voice affect not just the animal I am working with but every other one in the facility as well.

PROFESSIONALISM:

I commit to always conducting myself in a first-class manner inside and outside the clinic every day of the year as our mission is a twenty-four-hour, seven-days-a-week commitment to value our patients, our people, our community, and our world.

• I commit to uphold zero tolerance to gossip, whether about clients, teammates, or past teammates. I understand gossip is harmful and nonproductive. If I hear others gossiping, I will ask them to stop and redirect the conversation.
• I understand that completing checklists is necessary to protect the health and well being of our patients, clients, teammates and myself.
• I commit to putting personal achievements as less important than the efficiency of the whole team and will work alongside my team members to provide thorough care.
• I commit to consistently take action to improve situations both for the team, my workplace and myself.
  If I feel exhausted, stressed, overwhelmed or anxious I will take time to look at the reasons for my feelings and work towards solutions engaging the help of others when I can not find those solutions on my own.
• I understand that taking responsibility for my actions is expected and necessary for the safety of our patients and the trust of our clients and teammates. When I make a mistake I will own it and ask for help in finding a solution. When I succeed I will own it and celebrate with my teammates.
• I commit to bringing a positive attitude to work for every shift even in challenging times and during difficult times will strive to think in an optimistic way and look for solutions.
• I commit to recognizing that I may have a perspective that provides a unique solution to a challenge and therefore I will offer those solutions in a kind and constructive manner. If it is agreed that my suggestion will lead us towards our purpose, I will take action to aid in the implantation of the suggestion.
• I will not post about patients or clients on my personal social media accounts, even in telling stories without their names. I understand that everything I post on my social media reflects me as a professional and the culture of the Healing Paws Veterinary Care community.
• I accept that others may have different viewpoints and world views and commit to treating others with kindness even when we see things differently.
• I understand that using HPVC core values, behavioral standards and code of culture to guide my actions, behaviors and decisions leads to team excellence and I will be held accountable to uphold them.

BEHAVIORAL STANDARDS

Be Kind

• Introduce yourself by name and role to clients and use their name and their pet’s name when greeting and in conversation.
• Use please and thank you, ask if now is an ok time instead of interrupting
• Give clients time to ask questions.
• Treat your co-workers, clients, representatives and contractors all with respect and a smile
• Respond to stressed clients with a listening ear, kind face and pleasant words.
• If gossip or complaints are heard, redirect the conversation to productive matters – discussion should be only what would be said with the person present.

Be Innovative

• When compelled to complain, self-reflect first and then offer solutions instead of complaints.
• Look for ways to improve processes and efficiency – accept the change intended to improve them.

Be Grateful

• Learn your appreciation language and use the languages of your coworkers.
• When thanking someone, be specific in what they have done that makes you thankful.
• Remember that every patient that comes through our door is a reason that we are able to come to work at Healing Paws.
• Think of others who do not have their freedom, jobs, health, or people who care for them, and remember this – at Healing Paws you always have a team that cares about you. Care for them too.

Be Thorough

• Take your time -paying attention to detail is how to go beyond expectations and avoid mistakes.
• Focus on the task at hand instead of splitting yourself in multiple directions.
• Fulfill our promise of giving your full attention to each pet and each client.
• Go home feeling good about the level of work you’ve done at the end of the day.
• Empower yourself by using checklists and to-do lists to get things done completely and accurately.

Be Positive

• Find the silver lining in situations – it is there!
• Respond instead of reacting. Please RESPOND instead of reacting!

Be Gentle

• Handle all pets in a Low Stress/Fear Free way – if this can not be done so without a change, ask for the change.
• Remember that clients and your teammates have their own unspoken struggles, be gentle with them when they falter.

Be a Team Player

• Ask for help! You are your best when not over-stretched.
• Give help! Ask “what can I do to help” and look for ways to ease others’ task lists.
• Value each other. Titles do not determine the importance of a person’s voice in this practice.
• Know your wellness resources and use them- take care of yourself and then you can care for others.