Our Philosophy of Patient Care is consistent with the Mission, Vision and Values of The Medical Center of Aurora and Centennial Medical Plaza and reflects the beliefs of hospital leaders and staff about achieving excellence in the delivery of patient care.

Service Excellence

We believe we must be there for our patients, their families, our employees, our physicians, our community and to all our stakeholders. We honor this belief with a commitment to service excellence.

We recognize that scripting with key messages at key moments provides a useful tool for modeling service excellence and that a service recovery program helps empower staff members for problem resolution at the point of service.

Caring Model

We remember that each patient is an individual, a member of a family and a member of a larger community. Each patient requires a varied amount of physical, emotional, psychological, social and spiritual support.

We believe that each patient has basic needs, rights, privileges and preferences, which must be respected regardless of race, color, age, sex, creed, national origin, economic status or physical disability.

It is our belief that every patient has the right to know the truth about his/her condition and that it is our duty to prepare patients for these truths and for their participation in decisions regarding their care.

To preserve each individual's dignity and to gain his or her trust we know we must introduce ourselves and explain our role, use the individual's preferred name, use appropriate touch such as on the arm or with a handshake, explain our interventions to manage expectations and review the plan of care with him or her regularly.

Before we leave a patient's bedside we remember to ask if there is anything else we can do and we tell the patient we have the time.

Culture of Patient Safety

We believe that by establishing our culture with an emphasis on patient safety, we both instill confidence and enable patients and families to achieve or maintain well-being to the fullest extent possible.

We encourage patients and families to “speak-up” as our partners to promote safe patient care.

We also acknowledge that well-being rests on the individual's capacity to practice self-care. It is therefore our responsibility to provide appropriate education for patients and their family members/significant other regarding their disease or illness and the skills or behaviors needed to promote recovery and improve function and self-care. This includes an introduction to the community resources that enhance and complete the continuum of care cycle.

Collaborative Environment

We believe that each department providing or supporting patient care is an integral part of the total healthcare system.

Each department must seek to cooperatively work with other disciplines, including community agencies, to assist the patient in achieving his/her optimum level of functioning.

We recognize that the delivery of patient care by each discipline is dependent on and interacts with the medical plan of care for the patient.

We recognize that developing collegial relations among all disciplines is a means toward excellent patient outcomes, customer satisfaction and staff retention.