Brigham and Women's Hospital I CARE Standards

The I CARE Standards guide me in my interactions with patients, family members, visitors, colleagues, and neighbors in my workplace to optimize the Brigham experience and help fulfill my role in our mission of providing seamless, high quality patient and family centered care.

C. I Communicate my commitment to high quality performance

  • I communicate in a polite, professional, friendly, and welcoming manner.
  • I make eye contact, smile, and introduce myself by name and position.
  • I speak clearly, listen actively, and use positive body language.
  • I accept responsibility for miscommunication.

A. I Appear and act as a professional

  • I make sure my appearance is appropriate to my work setting (if my position requires a uniform or lab coat, I make certain it fits properly, is clean and is complete), including wearing my ID badge in a visible place at all times.
  • I maintain a clean and safe work environment.
  • I represent Brigham and Women’s Hospital in a positive manner with my actions and appearance while in the hospital, on the facility grounds and at off-site locations.
  • I comply with Brigham and Women’s Hospital policies and procedures within legal, regulatory, and ethical practice standards, including participation in mandatory training. I bring potential matters of non-compliance to the appropriate individual.

R. I Respect all individuals

  • I am sensitive to issues of private space, personal dignity, cultural practices, and the overall needs of patients, family members, visitors and colleagues.
  • I do not use strength or power to unduly influence or intimidate patients, family members, visitors and colleagues.
  • I plan for patient needs, including interpretation, translation, and other assistive devices.
  • I safeguard the confidentiality of patients, family members, visitors and colleagues, including using proper telephone and elevator etiquette.
  • I am sensitive to providing services and respecting all patients, family members, visitors and colleagues, regardless of race, color, creed, age, national origin, sexual orientation, and gender identity and/or expression.

E. I Extend myself

  • I anticipate the needs of patients, family members, visitors and colleagues, and am resourceful in responding to them.
  • I watch for clues that people need assistance and ask, “May I help you?”
  • I acknowledge delays and problems, and explain the reason to the patient, family member, visitor or colleague, or find someone who can. I communicate frequently with the patient during any waits.
  • I explain what I am doing when providing care or services and ask if I can be of any further assistance.


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