Our Core Values
Customer focus
Prioritising clients' needs and experiences, ensuring their satisfaction and well-being are at the heart of every decision and action.
What it is
- Actively listening to clients concerns and feedback
- Tailoring services to meet individual client needs and preferences
- Going above and beyond to ensure client satisfaction
- Being responsive and accessible to clients, addressing their issues promptly
What it isn't
- Ignoring or dismissing client feedback and concerns
- Providing generic, one size fits all solutions
- Delaying responses to client inquiries or issues
- Focusing solely on organisational goals at the expense of client needs
We at Mobile Eye Clinic believe that our main focus should be a customer focus and we have achieved this through five core values that we base all of our work around.
Integrity
Being honest, doing the right thing in the right way even when no one is looking.
What it is
- Being honest
- Being reliable and dependable
- Making decisions that comply with ethical guidelines and regulations
- Respect for clients right to choose
- Acting in the clients best interests
- Taking responsibility for actions
What it isn't
- Breaching confidentiality
- Neglect
- Discriminating or giving preferential treatment based on race, age, sex etc
- Falsifying documents/Fraud
- Making decision based on personal gain
Compassion
To act with kindness towards those who are suffering.
What it is
- Being patient and taking time to listen
- Expressing empathy
- Personalising care
- Advocating for the client if needed
- Respecting privacy and dignity
- Proactively communicating
What it isn't
- Ignoring concerns
- Lack of empathy
- Impatient and rushed communications
- Being culturally insensitive
- Not following up
- Inflexible care
Collaboration
Being open, respectful and willing to integrate diverse viewpoints when working with others to achieve commonly agreed goals.
What it is
- Openly share ideas, concerns and feedback
- Actively listening to others viewpoints with curiosity
- Raising conflicts openly and directly with the parties concerned in private first
- Giving others the benefit of the doubt
- Seeking to understand and accept differences
What it isn't
- Withholding relevant information that leads to incomplete or unsafe care
- Ignoring or thinking less of the input and ideas from others
- Operating in silos without regard for integrated efforts needed
- Talking behind others back in a way that is not respectful
Innovation
Creating and/or implementing new and effective ideas, products or services to improve or solve challenges.
What it is
- Embracing challenges and willingness to learn and try new things
- Considering multiple solutions for a single problem
- Looking out for new and novel ideas
- Being open to change and adapting processes or products in response to new insights and conditions
What it isn't
- Sticking rigidly to procedures at the expense of outcomes
- Not leveraging client feedback to improve outcomes
- Ignoring industry trends and advancements that could help clients
- Lack of continued education
Accountability
Taking responsibility for actions and fulfilling ones commitments.
What it is
- Following protocols
- Transparent communication
- Timely reporting
- Admitting mistakes and where possible rectifying these
- Meeting commitments and communicating any delays
- Seeking feedback to improve performance and client care quality
What it isn't
- Not owning up to mistakes and blaming others for poor outcomes
- Deflecting to another topic to avoid
- Sloppy documentation or data entry
- Failing to communicate important information relating to client care
- Frequently late or no showing to meetings
