The Banner|Aetna Way
#1 NEVER FORGET WHY WE ARE HERE
Fix health care. The current path is unsustainable. Be courageous and drive the change health care needs.
#2 “BRING IT” EVERY DAY
Demonstrate a passion for what we do.
#3 FIND A WAY
Take personal responsibility for making things happen.
#4 KEEP THINGS FUN
While our passion for excellence is real, keep perspective. Laugh and make others laugh – every day.
#5 DO THE RIGHT THING, ALWAYS
Demonstrate an unwavering commitment to doing the right thing in every action and in every decision, especially when no one’s looking.
#6 DELIVER RESULTS
While effort is important, our customers and owners expect results. Follow-up on everything and take responsibility to ensure that tasks get completed.
#7 DISRUPT THE STATUS QUO
Regularly reevaluate every aspect of our work to find ways to improve. Rethink and challenge processes that don’t deliver. Don’t be satisfied with the status quo.
#8 DRIVE INNOVATION
Innovation, improvement, and success don’t come from playing it safe. They come from a thoughtful and intentional willingness to try the unconventional.
#9 CREATE & EMBRACE CHANGE
We are a company created to change health care and are excited by the possibilities that innovation, change, and growth bring.
#10 DELIVER LEGENDARY SERVICE
It’s all about the experience. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into fans.
#11 DEMONSTRATE EMPATHY
Show compassion. Understand others’ worlds. Know their challenges and frustrations. See the world from their perspective.
#12 MAKE AN IMPACT IN OUR COMMUNITY
Be an active part of the community. Every little bit matters. We can and do make a difference.
#13 HONOR COMMITMENTS
Do what we say we’re going to do, when we say we’re going to do it.
#14 PRACTICE COLLABORATIVE PROBLEM SOLVING
Demonstrate a relentless solution focus and learn from every experience. Apply that learning and share with others.
#15 ASSUME POSITIVE INTENT
We always work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. We set aside our own judgments and preconceived notions.
#16 BE PROACTIVE
Solve problems before they happen by thinking strategically, antic- ipating future issues, planning for contingencies, and addressing them in advance.
#17 LISTEN GENEROUSLY
Give others our undivided attention. Suspend judgments and be curious to know more. Above all, listen to understand.
#18 SAY WHAT YOU MEAN AND MEAN WHAT YOU SAY
Speak honestly in a way that helps to make progress. Say what you mean, ask questions, share your ideas, and be willing to raise issues that may cause conflict when it’s necessary for our company’s success. Be courageous enough to say what needs to be said.
#19 SET AND ASK FOR CLEAR EXPECTATIONS
Create clarity and avoid misunderstandings by discussing expectations upfront.
#20 MAKE QUALITY PERSONAL
Demonstrate a passion for excellence and take pride in the quality of everything we touch and everything we do. Have a healthy disdain for mediocrity.
#21 SIMPLIFY AND WORK SMART!
Find ways to make working with us easier. Streamline our processes and simplify everything.
#22 INVEST IN YOURSELF
Take care of yourself at home and at the office. Eat well, exercise, and get adequate sleep. Support each other in making healthy choices.
#23 FOSTER HEALTHY RELATIONSHIPS
Get to know our customers, partners, and co-workers on a more personal level. Treat everyone with the dignity and respect they deserve. Talk more and e-mail less.
#24 BE CURIOUS
In the search for the best solutions, challenge and question what we don’t understand. Be curious, ask thoughtful questions, and listen intently to the answers. Dig deeper to go beyond the expected. Ask the extra question.
#25 MAKE INFORMED DECISIONS
Make good decisions by relying on facts and data, rather than solely on opinions or emotions. Be objective.
#26 TREASURE, PROTECT, AND PROMOTE OUR REPUTATION
Have a passion for our cause! We’re all responsible for, and benefit from, the Banner|Aetna image and reputation. Be a proud brand ambassador for Banner|Aetna.
#27 BE PASSIONATE ABOUT RESPONSE TIME
Work with a sense of urgency. Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail.
#28 FOCUS ON YOUR CUSTOMER
In all situations, do what’s best for our customers. Put their needs ahead of our own.
#29 CELEBRATE SUCCESS
Celebrate the many successes we have. Recognize people doing things right rather than pointing out when they do things wrong.
The Banner|Aetna Way fundamentals are the essence of who we are and how we conduct business. We created these values together as a team, and each of our employees is committed to living out these statements in their day-to-day operations. We believe that these core values speak to our promise to provide high standard, quality care to Banner|Aetna members and our community.
Tom Grote
CEO Banner|Aetna
