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MaterBehavioural Standards

Mater

Dear Mater team member,

Welcome to Mater.

‘This, I hope is the beginning of a big work that will do much good …’ Mother Patrick Potter, Foundress of first Mater Hospital, 27 February 1906

On January 4, 1906, the Sisters of Mercy opened a 20-bed private hospital in a former residential home in Brisbane’s North Quay. This was the first Mater Private Hospital—and the start of a tradition of care and compassion for the sick and the needy that would eventually lead to the establishment of a group of hospitals for the Brisbane community, under the guidance of the Sisters of Mercy.

The Mater story is an exceptional one. It’s a story of hardship, adversity, triumphs and compassion, characterised at all times by a commitment to care. But it’s not just Mater’s story. For more than 100 years, Mater has been part of the story of almost every person who has lived in Brisbane, and countless more from across Queensland and Northern NSW.

Today, Mater delivers diverse hospital and community-based services for insured and non-insured patients, as well as Mater RESEARCH and Mater FOUNDATION.

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At Mater, we value and respect our employees, students and volunteers. The ‘Mater Behavioural Standards Booklet’ consists of five components that collectively guide the way we interact with one another here at Mater:

• Mater Values—the five core values that reflect the way we behave towards each other and the patients we serve

• Mater Credo—a series of behavioural statements that reflect the translation of our Mission, Values and vision into simple actions

• Mater Way—a model that conveys the way in which we approach our interactions with our patients

• Code of Conduct—ethical and expected standards of conduct

• Mater Accountabilities—the summary of expectations for which all Mater people can be held to account.

These elements help us embody Mater’s inspiration. They define what we do, why we do it and how we do it. The ‘it’ is healthcare and health related teaching and research, across myriad specialties, a widely-spread, diverse population and a range of different iconic hospitals and community services. Each has a passion for exceptional service and a commitment to the highest standards of quality and safety.

Thank you for your commitment, engagement, and support in ensuring that Mater is a truly great place to work. Your contribution makes it possible for us to fulfil the vision, be renowned as a leader in the delivery of exceptional healthcare and experienced by all as a community of compassion.

Yours sincerely,

Dr Shane Kelly Group Chief Executive Officer Mater Misericordiae Limited (MML)

Mater

Behavioural Standards Booklet

The contents of this booklet are relevant to all Mater People, including employees, students and volunteers.

As a Mater Person, I ask that you read the Behavioural Standards Booklet and acknowledge your understanding of and willingness to uphold these Standards as part of ongoing documented performance development planning conversations with your manager.

Your manager may also ask that you jointly sign with them the Behavioural Standards Declaration.

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Our Mission

In the spirit of the Sisters of Mercy, Mater offers compassionate service to the sick and needy, promotes an holistic approach to healthcare in response to changing community needs and fosters high standards of health-related education and research. Following the example of Christ the healer, we commit ourselves to offering these services without discrimination.

Our philosophy is based in the healing ministry of Jesus Christ. Respect for the inherent dignity of every human being is integral to this philosophy and fundamental to Mater’s core Values, which relate not only to our care for humanity and all of creation, but also to our own standards of behaviour. Mater people are expected to behave in a manner that demonstrates commitment to Mater’s Mission, Values and philosophy.

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Our Values

Together, the five Mater Values underpin our relationships with one another, assist us in our decision making, and shape our workplace culture. At Mater, our Values are reflected in all that we do, and are visible to all through the way in which we behave and interact with one another.

Mercy: The spirit of responding to one another.

Dignity: The spirit of humanity, respecting the worth of each person.

Care: The spirit of compassion.

Commitment: The spirit of integrity.

Quality: The spirit of professionalism.

Over the following pages we have provided some examples of ‘Values Aligned Behaviours’ that illustrate how Mater people can visibly demonstrate the Mater Values through their everyday interactions and behaviour.

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Values Aligned Behaviour

Mercy

Behaving with Mercy can be …

• welcoming and responding to others

• listening attentively to others

• seeking the opportunity to help others

• putting patient/team/unit/organisational needs ahead of your own agenda

• respecting the uniqueness and wisdom of each individual

• actively participating in creating a positive work environment.

You are not behaving with Mercy if you are …

• neglecting to respond to or acknowledge others

• discriminating against or stereotyping others

• excluding, isolating, or disregarding others.

Dignity

Behaving with Dignity can be …

• demonstrating respect for all people in all organisational roles

• appreciating the worth and dignity of each person and recognising them as equals

• sharing information and knowledge to equip others to make their own decisions

• giving courageous and accurate feedback, as well as praise

• behaving in a calm, consistent manner.

You are not behaving with Dignity if you are …

• undermining others’ confidence

• belittling, demeaning colleagues or patients

• starting and/or engaging in rumours or gossip about others.

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Care

Behaving with Care can be …

• engaging with others with genuine kindness and compassion

• engaging in honest and considerate communication

• demonstrating a sincere interest in the wellbeing of others

• engaging in reflection and requesting feedback to better understand your own behaviour and impact on others

• demonstrating timeliness in responding

• exercising care towards our environment and in the use of resources.

You are not behaving with Care if you are …

• demonstrating a lack of interest in others’ wellbeing

• acting impatiently or demonstrating little tolerance of others

• demonstrating a lack of sensitivity to the impact of your own behaviour and decisions on others.

Commitment

Behaving with Commitment can be …

• demonstrating reliability—doing what is agreed upon

• participating actively in all tasks to the best of your ability

• keeping people informed of decisions, actions, and progress

• following through to completion

• maintaining ethical standards.

You are not behaving with Commitment if you are …

• promising but not delivering

• demonstrating disinterest, disregard of evidence, policies, procedures and instructions

• demonstrating a lack of work ethic.

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Quality

Behaving with Quality can be …

• striving for excellence: seeking opportunities to stretch beyond the status quo and usual boundaries

• engaging in self-improvement

• appearing professionally presented

• proactively eliciting work-related feedback and resolving issues effectively

• helping others to learn and develop

• acknowledging and learning from mistakes.

You are not behaving with Quality if you are …

• resisting or avoiding feedback

• remaining set in your ways when improvements have been identified

• participating in unsafe practices.

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Mater Credo

A credo is a statement of beliefs or guiding principles. The Mater Credo consists of a series of common courtesies designed by Mater People, for Mater People. The Mater Credo helps us to integrate conversations about behaviour and our Values into our work teams, empowering us to have everyday conversations about what it means to ‘Live the Values.’ It creates a vivid picture of the culture and behaviour we aspire to at Mater and gives Mater People permission to behave in a way that enriches our culture. The Mater Credo supports our Mission, Values and vision and helps to translate them into simple actions.

At Mater, we …

1. stand by the Mater Values

2. create a safe environment for everyone

3. greet each other genuinely

4. introduce ourselves and use people’s names

5. help people whenever we can

6. use respectful language we all understand

7. do better than ‘no’ or ‘I don’t know’

8. demonstrate courtesy at all times

9. allow others to go first

10. maintain a professional appearance

11. have our IDs visible

12. keep our promises

13. are ambassadors of all that is best about the Mater

14. respect each other’s privacy and celebrate our differences

15. participate in true teamwork and share information

16. use Mater assets and resources responsibly.

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Mater Way

At Mater, regardless of whether your role requires you to be directly involved in patient care, or you support the people who provide that care, it is vital that you understand the importance that we place on the nature and quality of our interactions with our patients and their families.

The Mater Way is another way in which we translate our values into practice. It outlines our approach to interactions and communication with our patients. The aim is to ensure that we visibly demonstrate commitment to our Values in all that we do, and by doing so, we are able to better align our behaviour to the needs of the patient. It also assists in reducing the anxiety of our patients, and increasing their satisfaction and compliance with care, thus improving patient safety. The elements of the Mater Way, and the message it helps us express to patients, are as follows:

Mater Way Message to our Patients Example

Make an entrance

You and your family are important to us

“Good morning Mrs Smith”

AnnounceI’m here to assist you, and so are my colleagues

“My name is Jane and I am your volunteer today. I see you have Dr Jones looking after you. He will take great care of you.”

TimeI anticipate your needs and concerns

“I will be supporting you until three twenty this afternoon”

EfficiencyYour understanding is my priority

“You have a procedure scheduled for 2.30 pm this afternoon. The team will collect you at 2.15 pm and take you there. Do you have any questions or concerns?”

Respect I respect you“Is there anything I can do for you before I leave, I have the time?”

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Code of Conduct

Mater People have a responsibility to ensure that they act in accordance with legislation appropriate to the laws of the State and the Commonwealth, and also in accordance with the legislation and professional registration requirements appropriate to their profession, and the relevant bodies who oversee such professions.

It is vital that Mater People behave in such a way that their own safety, and the safety of all patients, families, clients, and colleagues is preserved at all times, and refrain from engaging in behaviour that could negatively impact Mater’s reputation in the community. All Mater people have a responsibility to ensure their behaviour reflects the standards of conduct in the Code, and to help build a positive workplace culture.

A team member who believes a colleague or other person may be in breach of the Code should address their concerns with the person directly and/or with their line manager. A team member who believes another colleague or other person may be guilty of serious misconduct, including, but not limited to, theft, fraud or other unlawful behaviour, must notify their manager or other appropriate person of their suspicions.

Principles of the Code1. Safety: take responsibility for your own safety, as well as that of others.

2. Stewardship: be a steward for the sustainability of Mater.

3. Ethical and Professional Obligations: adhere to ethical and professional obligations at all times.

4. Personal Conduct: treat yourself and others with respect and dignity, and act at all times to protect and enhance Mater’s reputation in the community.

Please ensure you read each section of the Code carefully, and read the relevant policies or other documents (as indicated by dot points) in detail. It is your responsibility, as a Mater person, to read, understand, and comply with the Code of Conduct. Documents are available via Mater’s online document portal; alternatively you can ask your manager for a copy.

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1. Safety

Safety

Mater People have an obligation to protect their own safety, health and welfare at work, and a duty of care to protect the safety of patients, clients and colleagues. As such, Mater people must act responsibly and take all reasonable steps to ensure that they do not place themselves or others at risk of harm or injury. In the event that an incident occurs, Mater people must ensure that it is reported in a timely manner, must comply with relevant health and safety policy, procedures and legislation, and must participate in all required training and education sessions. In addition to your own safety, patient safety is paramount.

• Commitment to Work Health and Safety Policy

• All relevant Workplace Health and Safety Procedures for your role (refer to Policy for full list)

Smoking Management

Mater has an obligation to minimise the risk to the health of Mater People, patients and others arising from smoking activity undertaken by other Mater People, patients and others while on hospital premises. In accordance with the Queensland Government Directive on smoking, smoking is banned in all Mater buildings including balconies and verandas, entrances to buildings, passageways, link ramps and corporate vehicles. Designated smoking areas are available, and can be found at several locations (refer to the Smoke Free Workplace Procedure for a list of locations).

• Smoke Free Workplace Procedure

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2. Stewardship

Stewardship

Mater has a proud history of serving our community for more than 100 years. In order to ensure that we are able to continue to do so for the next 100 years and beyond, it is important that all Mater People demonstrate responsible stewardship of resources, both financial and non-financial, and avoid unnecessary waste or extravagance. This includes acknowledging our impact upon the environment, appropriate selection and use of resources as well as their disposal. Mater resources, whether people, property, equipment, or facilities, shall be allocated only to official Mater business. Team members should notify their manager if they suspect inappropriate use of resources.

• Delegations Manual

• Environmental Sustainability Policy

Intellectual Property

Unless expressly agreed otherwise, all intellectual property related to the employee’s role at Mater belongs to Mater. Approval must be obtained from an authorised person before employees divulge, publicise, or otherwise release any material in any form which may constitute intellectual property.

• Intellectual Property Policy

Risk Management

Mater people must at all times be aware of minimising Mater’s exposure to risk, and must comply with the risk management framework.

Each Mater Person has a responsibility and in some cases an obligation to report and escalate incidents, hazards or risks as they become aware of them.

• Risk and Compliance Policy

• Risk Management Manual

• Work Health and Safety Risk Management Procedure

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Healthcare Standards

Mater is required to demonstrate its compliance with national standards for healthcare service delivery, including National Safety and Quality Health Service Standards (NSQHSS) and Australian Council on Healthcare Standards (ACHS). It is an expectation of all Mater People that they commit to continuous improvement and participate in the creation and provision of appropriate evidence to support Mater’s compliance with these standards.

• National Safety and Quality Health Service Standards

• Australian Council on Healthcare Standards EQuIP5 Standards

Internet, Intranet, and Email Usage

Internet, intranet, and email facilities are provided by Mater for work related purposes. Limited personal use of these facilities is permitted provided that (a) it does not interfere with work performance, and (b) there is compliance with all other usage policies.

• Internet, Intranet & Email Usage - Policy

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3. Ethical and Professional Obligations

Ethics

All activities including, but not limited to, research and clinical activities, must be conducted within the Catholic Church’s ethical guidelines and must not breach professional ethics.

• Human Research Ethics Review Policy

• Catholic Health Australia Code of Ethical Standards

Confidentiality

Mater People are regularly exposed to information that is private and confidential in nature, and it is of utmost importance that personal information obtained as a result of a connection with Mater be kept private and confidential.

Mater People must not disclose confidential information at any time, unless that disclosure is required under law or with the express permission of the Group Chief Executive Officer. Sensitive documents must be stored appropriately, preferably in a locked environment. Personal information regarding any other Mater Person, or patient should not be accessed unless this is required in the course of a team member’s professional duties. Any personal matters should be discussed discreetly so as to protect confidentiality. Names and other personal details must not be disclosed in any public forum, including online.

• Information Privacy Policy

• Mater Media Procedure

• Mater Social Media Procedure

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Fraud and Corruption

Mater People are responsible for the detection and prevention of fraud (defined as an intentional act, involving deception, which may result in a financial loss to Mater) and corruption (defined as dishonest activity against the interests of Mater and/or abuse of position to achieve personal gain).

Mater adopts a ‘zero tolerance’ approach regarding detected fraud and corruption. All instances of fraud and corruption identified through any source will be taken seriously and will be properly investigated. All incidents of proven fraud involving Mater People will be regarded as serious misconduct.

Examples of fraud include, but are not limited to, theft of any company property, forgery or alteration of any documentation, use of Mater assets/facilities for personal use, false accounting, and knowingly inhibiting or preventing the collection of revenue. Examples of corruption include, but are not limited to, bribery, conspiracy and extortion.

As such, Mater People shall not seek, accept, or encourage others to give them benefits in return for any decision or action taken in the course of their employment. Benefits include gifts, remuneration, employment, allowances, subsidies, free goods or services, entertainment, or incentives of any kind.

• Fraud and Corruption Control Framework

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Conflicts of Interest

Mater People are responsible for avoiding conflicts of interest and, where a personal interest exists, must openly disclose that interest to their manager. Mater People should not use their positions to exercise improper influence for personal advantage or for the advantage of others. Personal relationships should not influence the way that work is carried out or decisions are made, particularly those made in relation to recruitment or advancement. Fraternisation between managers/supervisors and subordinates is discouraged.

Activities performed on behalf of a professional or political body must be conducted in a clearly private capacity. Mater People who are concurrently employed elsewhere must ensure that their other employment does not compromise their effectiveness and efficiency at work and should minimise any potential for conflicts of interest.

• Commercial Ethics Procedure

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4. Personal Conduct

Teamwork

We believe it is possible for each Mater Person to derive personal satisfaction from making his/her own individual contribution as a member of a team, working together in a spirit of friendliness and cooperation. Therefore, Mater People should at all times maintain open, honest communication with their colleagues, actively contribute to teamwork, and assist one another in working towards the attainment of common goals.

Respect and FairnessMater People will, at all times, be courteous, objective, and helpful when dealing with others. Mater People must not treat any person in such a way that could breach any of the policies named below. This includes, but is not limited to: denigration of any person’s cultural, religious, and/or other beliefs; engaging in any form of bullying, mistreatment, coercion, use of inappropriate language or behaviour towards any person; engaging in harassing behaviour, which could include sexual harassment and/or harassment due to any attribute in accordance with the anti-discrimination policy (such as age or gender); or any other unethical or unlawful behaviour.

All Mater People are expected to treat each other fairly and equitably.

• Reporting and managing incidents of workplace bullying procedure

• Reporting and managing incidents of sexual harassment procedure

• Diversity and Inclusion Policy

• Code of Conduct Policy

• Behavioural Standards Booklet

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Mater Brand and Reputation

Mater aims to portray a level of professionalism through a consistent brand image which reinforces our unique Values. Mater People must at all times behave in a way that upholds the good reputation of Mater. Mater People are not authorised to represent the Mater in the media and online. Mater Marketing employees are the only members of staff with the authority to represent Mater in the media and online or otherwise. Mater People must direct any inquiries from the media to Marketing.

• Mater Brand Policy

• Mater Media Procedure


• Mater Style Guide Framework

Social Media

All Mater people and associates should be aware that participation on blogs and social networking sites such as Facebook or Twitter is subject to the same Mater policies which apply to their behaviour at work. Any discussion of Mater corporate information, patient or clinical information, or about other Mater People using social media is prohibited. Furthermore, it is vital that employees protect the confidentiality, privacy and dignity of patients and all Mater People when posting any material online. Even though you may feel you have de-identified the patient or colleague sufficiently, scenarios may still be recognisable and breaches of privacy, confidentiality, professional standards, respect and fairness can occur.



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Dress Code

Mater People, as the most visible expression of the Mater brand, must be seen to represent Mater’s Values at all times and should always present themselves professionally and with dignity. As an organisation that provides professional health services, all Mater people must wear professional work attire that instils confidence in our ability to provide safe, high quality healthcare services to our patients, customers and clients. This includes being conscious that when recognisable as a Mater Person, including when in uniform off campus, that you remain a visible representative of Mater. Mater People should refer to their department specific uniform policy or dress code for further specific details.

Mater recognises the diversity of cultures, religions and physical appearance of its people and will take a sensitive approach when this affects dress and uniform requirements. However, priority will be given to health and safety, security and infection control considerations.

• Mater Health Services Dress Code Policy

Employee Responsibility

It is the responsibility of all Mater People to familiarise themselves and comply with this Code of Conduct. Suspected violations of the Code of Conduct will be thoroughly investigated. Failure to adhere to the Code of Conduct may result in disciplinary action, including termination of employment.


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Mater Accountabilities

Mater requires every Mater Person to understand and deliver on a series of accountabilities that are linked to our Exceptional Every Time Strategy. Each Mater Person is held accountable for their behaviour, performance and development, and for their contribution to the five priority areas designed to meet the needs and expectations of our patients and consumers: Safety, Experience, Quality, Efficiency and Future Viability. In addition, Mater managers and leaders are accountable to different extents for clinical outcomes, service and operational outcomes, financial outcomes, compliance and risk, interprofessional leadership and management of performance and accountability.

Everyone at Mater is accountable for the following:

Safety • Contribute to making Mater the safest health service in Australia, for patients, visitors, and all Mater People

Experience • Consistently deliver an exceptional experience, every time

Quality• Contribute to providing safe, quality healthcare that

meets our patients’ needs

• Deliver excellent health outcomes

Efficiency• Contribute to creating value through elimination of

waste, minimising unwarranted variation and optimising utilisation

Future viability • Make socially, economically and environmentally responsible decisions for Mater’s future

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Please acknowledge your understanding of and willingness to uphold Mater’s Behavioural Standards as part of ongoing documented performance development planning conversations with your manager. Your manager may also ask that you jointly sign with them the Behavioural Standards Declaration overleaf.

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Mater Behavioural Standards Declaration

Thank you for your commitment, engagement, and support in ensuring that Mater is a truly great place to work. Your contribution makes it possible for us to fulfil our vision of

providing exceptional health care to our community.

Please complete and sign this declaration, seek your manager’s acknowledgement of your declaration and then return it to Human Resources.

I, ......................................................................................................................................... (Name)

have read, understand, and will abide by the Mater Behavioural Standards, that include:

• The Mater Values

• The Mater Credo

• The Mater Way

• The Code of Conduct

• Mater Accountabilities

Team member signature: ................................................ Date: ....................................

Manager name: .............................................................. Date: ....................................

Manager signature: .............................................................................................................

Once again, I would like to welcome you to Mater. On behalf of all Mater People I wish you all the best for your career, learning journey or your contribution as a volunteer, and I look forward to making the Mater Mission a reality together.

Dr Shane Kelly Group Chief Executive Officer Mater Misericordiae Limited (MML)

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© 2016 Mater Misericordiae Limited. ACN 096 708 922.

www.mater.org.au

Human Resources

Mater Misericordiae Limited (MML) Raymond Terrace, South Brisbane Qld 4101

Phone: +61 7 3163 8511