1. Volunteer Services Training
Achieving Extraordinary!
Our People, Our Care, Our Passion

2. Volunteer Services
Mission Statement
Guided by the Hospital’s values of
Caring, Respect, Integrity, Collaboration, and Excellence,
it is the mission of every South County Hospital Volunteer
to provide the highest level of support, assistance, and
compassion to all patients, staff, and visitors.
In whatever capacity or role a Volunteer serves, he or she
will demonstrate professionalism and kindness, and reflect
the Hospital’s dedication to quality patient care.

3. Student Volunteering
Patient Information & Visitor Escort
Ambulatory Care Center Desk
Student Volunteers & Junior Volunteers
Students have many volunteer opportunities at South County
Hospital. Whether you're looking to gain experience in healthcare
or give back to your community, you'll be performing interesting
and meaningful work.
We welcome Student Volunteers (age 16 or older) and Junior
Volunteers (age 12 or older).
Student Volunteer areas may include:
Medical Records
Administrative Support

4. Auxiliary Committee
at South County Hospital
The South County Hospital Auxiliary was founded in 1932 with a mission to help
enhance the quality of care received at the Hospital. Since then, the Auxiliary has
continued to grow with the Coffee Shop, Gift Kiosk and the Annual Fashion Show.
The Auxiliary has contributed over a million dollars to the Hospital and purchased
many important pieces of equipment for our patients and community.

5. Our Values
• Caring
• Respect
• Integrity
• Collaboration
• Excellence

6. South County Hospital is Accredited by
The Joint Commission – TJC
Who is TJC?
An independent, not-for-profit organization, The Joint Commission
accredits and certifies more than 19,000 health care organizations
and programs in the United States.
Joint Commission accreditation and certification is recognized
nationwide as a symbol of quality that reflects an organization’s
commitment to meeting certain performance standards.
The Joint Commission

7. Infection Prevention & Control
Diane Steverman RN, CIC
Infection Preventionist,
Bacon House, Lower Level
Lee Ann Quinn BS, RN, CIC
Director

8. Mission
The Infection Prevention & Control Department
is dedicated to serving the hospital and the community
to prevent the spread of infectious diseases to patients,
employees, volunteers and visitors.
Infection Prevention & Control

9. ZERO TOLERANCE
A Change of the Culture
We define a culture of safety as a shared value and belief
among employees, managers, and leaders regarding the primary
importance of ensuring that the organization’s equipment and
processes cause no physical harm to employees or patients.
So what does that mean to us in IP?
Work practice – doing the right thing
Hand Hygiene compliance, cleaning patient care equipment,
following the IC policies, etc.
Infection Prevention & Control

10. Chain of Infection
Susceptible
Host
Means of
Transmission
Portal
of ExitReservoir
Portal
of Entry
H1N1
Person Secretions
Cough
Droplet, Contact,
Airborne
Person Eyes, Nose and Mouth
Infectious
Agent
Infection Prevention & Control

11. Standard Precautions
Blood
Bodily Fluids
Secretions
Excretions (except sweat)
Non-intact skin
Mucous membranes
Apply to all patients, regardless of suspected or confirmed
infection status – to protect yourself and patients
Standard Precautions cover:
Infection Prevention & Control

12. Potential exposures
to blood and body fluids
Prevention is the Goal – HIV, Hepatitis B, Hepatitis C
If you are exposed:
Stop Immediately
First Aid
Report to Volunteer Coordinator
Go to ER for an Evaluation & Treatment
Follow up Employee Health, x1656, Monday - Friday
8:30 a.m. -12:30 p.m.
Infection Prevention & Control

13. Isolation Precautions for Volunteers
When a patient is suspected of having or is diagnosed with an
infectious disease that may be spread to others, the patient is
placed on isolation precautions.
An isolation precaution sign will be posted outside the door entry
of the patient’s room. Always check for any signs before
entering a room. If an isolation sign is present, as a Volunteer,
do not enter the patient’s room.

14. Clean your hands- we monitor!
To date we are 94% Compliant
Hand Washing – Soap & Water
Wet hands, apply soap, vigorously lather all surfaces of hands
for 15 seconds, rinse, pat dry, use towel to turn off faucet.
Use:
At the start of your shift
Before eating
After using the restroom
After contact with a patient’s non-intact skin (rash, wound)
When hands are visibly soiled
Infection Prevention & Control

15. “Stay back, you guys!
This stuff has killed 99.99%
of our fellow germs!”

16. …Or clean your hands with
Alcohol Hand Rub – Rub into all surfaces until dry.
Use:
• After contact with a patient’s intact skin
• After removal of gloves, masks, gown
• After contact with potentially contaminated objects in
the patient’s immediate vicinity
• Before donning gloves to insert an indwelling catheter
Do NOT Alcohol Rub Use:
• After using bathroom
• When hands are visibly soiled
• After caring for patients with diarrhea or non-intact skin
Infection Prevention & Control

17. Cleaning your hands is the single
most important thing for infection
prevention and control!
Remember!
Infection Prevention & Control

18. Cover nose and mouth
Cover your cough using the inside of your elbow
Do it in your Sleeve!
After wiping your nose with a tissue dispose of the tissue and
clean your hands
Respiratory Hygiene
Cough Etiquette
Infection Prevention & Control

19. Mycobacterium Tuberculosis
Signs and Symptoms:
 Weakness
 Fatigue
 Night Sweats
Patients:
 Airborne isolation precautions
Health Care Worker or Volunteer:
 Screened upon hire and yearly (direct patient care area) with a
skin test
Infection Prevention & Control
Cough > 3 weeks
Weight Loss
Blood in Sputum

20. Volunteer Department
Stay home if you are sick:
Pink Eye
Diarrheal Illness
Flu like symptoms
Remember:
Never touch needles or other sharps!
Wash or Disinfect your hands often!
Infection Prevention & Control

21. Compliments, Complaints & Grievances
HIPAA & Incident Reporting
Claudia Chighine, PI Analyst, Quality, Regulatory &
Corporate Compliance
Lisa Munkelwitz, Risk Analyst

22. Performance Improvement &
Quality Department
This department needs to be notified with Patient Complaints,
Grievances and Compliments related to the Hospital or Physicians
Offices affiliated with the Hospital.
Any Department
Doctor
Nursing
Front Line Staff
Dietary

23. Performance Improvement &
Quality Department
Complaint - If a Patient greets you in the Hospital and is sharing a
complaint with you, please call x1467 for Claudia Chighine. She will
make every effort to come and meet with them right away. If she
isn’t available, leave a detailed message and explain that Claudia will
be in touch with them right away.
Compliment – We have comment cards available for compliments
or complaints; Please send interoffice to Claudia’s attention or
dropped off at the Volunteer Coordinator’s office.

24. Patients and their families have a legal right to expect that
confidentiality of information will be preserved.
Unlawful use or disclosure of information may expose you and
the hospital to civil and criminal liability.
Any breach of confidentiality will result in the automatic
dismissal of a volunteer.
Risk Management Department

25. PHI - Protected Health Information
Protected information includes any and all information about a
patient, including, name, diagnosis, address, financial information,
family relationships, and any information learned from the patient,
staff, or family.
Volunteers do not discuss the patient's diagnosis, condition,
treatment, or family information with anyone other than
appropriate hospital personnel.
Photographing or video taping is not permitted; Please see
Hospital cell phone policy.
"What you hear and see here, stays here.”
What is PHI?
Risk Management Department

26. Volunteers will discuss information only in private spaces and
not in elevators, hallways, cafeteria, lobbies, waiting rooms,
parking lots, or other public space in the hospital or elsewhere.
Volunteers must observe these precautions at all times.
All issues of concern will be shared only with the appropriate
staff.
Volunteers may not have access to patient's charts.
Risk Management Department

27. Safety is a volunteer's business. You must consider yourself a
constant member of the Safety Team:
 Report all security emergencies and security related incidents,
such as suspicious person or activity, by calling the emergency
line at x1511.
 Report defective or broken equipment, including wheelchairs,
immediately to the Volunteer Coordinator.
 Observe warning signs; they are for everyone's protection.
 Always walk; do not run. Keep to the right and use extra
caution at corridor intersections.
Environment of Care Safety
Risk Management Department

28.  Do not assume more responsibility than your training and
ability allow (even when asked by staff member). Always seek
help when you need it.
 Never engage in horseplay or practical jokes on hospital
premises.
 If you find foreign matter or a spill on the floor or see anything
that could cause a possible hazard: Call the switchboard to
request housekeeping and block off the area so no one gets
injured.
 Report all volunteer injuries to your supervisor immediately.
 Be aware of all Hospital Emergency Codes as described on
your badge.
Risk Management Department

29. An “event” is any unusual occurrence, adverse reaction, negative
response, or untoward (unfortunate) event involving a patient,
visitor, employee or any deviation from approved policy and
procedure or adopted standard which could or did result in
injury.
 Report any unsafe conditions or volunteer injuries to the
Volunteer Coordinator.
Reports include accidents, injuries, and anything unusual that
occurs on the hospital premises to a volunteer, patient,
employee or visitor.
Risk Management Department
Event Reporting

30. The S.A.F.E. is South County Hospital Healthcare System’s new
Event Reporting and Compliment & Complaints repository, and
we hope that you are ready to be part of our patient safety
improvements and initiatives by continuing to report near miss
events, adverse events, unsafe conditions, and compliments and
complaints by putting them in the S.A.F.E.
Risk Management Department

31. Your supervisor will need to complete an Event Report Form so
please take note of and report all information such as details of
the event, statements made by involved parties, witnesses and
contact information if injury/event involves a non-patient.
All events must be reported to the Volunteer Coordinator
immediately.
If and individual is injured they should be offered immediate
medical attention in the Emergency Department.
If you would like to anonymously report a
safety concern, you may leave a message at
x1847.
Risk Management Department

32. Wheelchair
Safety Tips
Volunteers SHOULD NOT:
•Lift a patients, transport bariatric
patients (those requiring use of the
oversized wheelchair)
•Move too fast as a sudden stop may
jolt the patient
Volunteers SHOULD:
•Give patients the right of way –
be ready to yield
•ALWAYS watch clearance of
patient’s feet, hands and elbows
when moving, going through doors
or around corners or entering
elevators.
•Avoid accidents by watching for
floor conditions such as wet spots
and carpets.

33. Customer Service, Fall
Prevention, Emergency Codes
Donna Donilon, PhD, RN, Director, Professional Practice

34. Always put the patient first
Follow the “golden rule”- treat others as you would like to be
treated
Follow our Guiding Values: Caring- Respect- Integrity-
Collaboration- Excellence
 How we interact and communicate with our patients creates a
positive impression and memorable experiences
Customer Service
Please watch The Patient Experience, a short video located directly under this
training slide show on the Volunteer Portal. It is a touching and meaningful look
into the patient’s thoughts during a visit to a hospital.

35. ACT Initiative
Acknowledge the patient, their concerns and with questions.
Be sincere in listening, answers and communication.
Care- seek to correct the issue for the patient and family.
Take Action to make the patient’s experience the best it can be.
This includes how we interact with the patient. Assist the
patient (within the scope of your role), or seek assistance in
having the patient's issues resolved.
Customer Service

36. Fall Prevention
Patients are assessed for fall risk by the Registered Nurse.
Patients who are identified as at risk for fall have a yellow
falling star sign outside their door, and wear a yellow wrist
band.
Fall risk can change at any time during a patient's hospital stay.
Customer Service

37. No Pass Zone:
 If a patient seems at risk for falling (weak, unsteady), notify
the nurse right away and redirect the patient to wait for nurse.
If the patient has fallen, do not move the patient. Call for help.
 The patient will need to be assessed for injury before being
moved.
Fall prevention is everyone’s job!
 Awareness and communication helps to keep our patients safe.
Customer Service

38. It’s all in
the code!
Standard Codes used
by all Hospitals in RI

39. Code Red: FIRE
Call Switchboard x1511 to report a fire, smoke or respond to an activated fire
alarm.
General Staff Response: Take “R.A.C.E”
Rescue, Alarm, Contain, Extinguish steps if fire is in your area.
If the code is called in another area or department other than yours, the
department should assign someone to:
 Check pull stations, heat detectors, and smoke detectors for the activated
device. If you locate a device that has been activated, call the switchboard.
 Do Not let anyone in or out of the area. Respectfully inform them of the
situation and to stay in place.
Emergency Codes

40. Code Red: FIRE
 Check all rooms in your area for a fire. If all areas are checked and
no fire is found, your supervisor will call the Switchboard on the
regular line, stating “All Clear” in your area.
Remember:
 Stay where you are if your area isn’t affected. NO passing through
Fire Doors and do not use elevators.
 If an emergency situation arises requiring you to return to
department, avoid the area in Code Red status.
 Know your evacuation route out of your department, if necessary.
Emergency Codes

41. Code 78: Fire Alarm System Off
 All staff to be aware “On Fire Watch.”
 Report all fire/smoke to Emergency Operator at x1511
Emergency Codes

42. Code Blue: Cardiac Arrest
Call switchboard x1511 to report a cardiac arrest and location.
Example: Cardiac arrest, Respiratory arrest, Medical crisis…
 Code Team responds to Code Blue to all areas of the hospital
and the MOB as well.
 When this code is called, please be aware of team running
throughout the hospital to the necessary area.
Emergency Codes

43. Code Amber: Child Abduction
Call Switchboard x1511 to give as much as possible a description of the
person who is missing or abducted.
General Staff Response:
Every area or department should assign someone to:
 Go to nearest stairwell, elevator, or exit and observe anyone fitting the
description. Advise the person to stay in place and notify the
switchboard of the location where to send help assistance.
 Do Not let anyone in or out of the area. Respectfully inform them of
the situation and to stay in place.
 Lockdown maybe necessary, so please make sure all stairwells and
exists in your area are monitored until the code has been cleared.
Emergency Codes

44. Code Silver:Person with Weapon
General Staff Response: Call Switchboard x1511 to report a hostile
situation with a weapon and give as much information of the person,
weapon and location of the situation.
If the code is called in another area or department other than yours:
 DO NOT enter the area
 Notify Police if there is a weapon by dialing “911” or “4469” (direct
to SKPD)
 Do not let people into the area pending the arrival of Police
 If someone insists on leaving the area, do not stop them. Get a
description of the person for the police.
Emergency Codes

45. Code Green: Bomb Threat
Call Switchboard x1511 to report a suspicious package or a report of
someone calling to inform you of a bomb threat or a suspicious
package on the grounds.
General Staff Response:
 Check your area for any suspicious packages or items.
 Do Not touch packages or envelopes. Report anything unusual to
the switchboard and they will send someone to confirm.
 During the confirmation the team may restrict that area, and
surrounding areas, and may also lead up to lockdown, if necessary.
Wait to hear from your supervisor or someone in charge of your
area on next steps, otherwise normal operations in your area.
Emergency Codes

46. Code Grey: Security Team
Code Grey is called when security is requested.
Security /Behavioral Team to respond:
 Do not enter the area and all other areas during this code will
resume under normal operations.
 Based on the situation when the team arrives, the team leader
will request a call to the police if necessary.
Emergency Codes

47. Code Triage: Standby
This code is called when the hospital is planning for activation of
Code Triage because of a possible event such as a mass casualty
event or Pre-Hurricane Planning.
 Administrative section Chiefs to respond to Incident Command
Center (ICC), located Borda Ground Conference Room x1578, to
review the situation.
 Decision to activate Code Triage will be determined by Incident
Command Team.
Emergency Codes

48. Code Triage
Disaster Plan In Effect:
 Incident Command Center team or designee will activate the
Emergency All Hazards Operation Plan and a specific response
plan.
What is your responsibility during Code Triage?
 Wait for assignment from the Volunteer Coordinator or
department manager as to specific tasks in your area.
 In the case of inclement weather, take precaution and follow
instruction from RI Emergency Management Agency.
Emergency Codes

49. Code Orange: Hazardous Material
DO NOT:
 Clean up spill.
 Assist anyone that have had contact with the chemical.
DO:
 Close all doors to spill area.
 Notify your supervisor of the chemical spill. All chemicals
must have a Materials Safety Data Sheets (MSDS) on file in
Facilities Management.
 Notify the Emergency Operator at x1511 to report.
Switchboard will Notify Fire Department, if appropriate.
Emergency Codes

50. Code Yellow: Trauma Team
 Trauma Patients are efficiently treated with Internal Emergency
Department Response.
 Stay in your assigned area and stay out to the affected area until
code is cleared.
Emergency Codes

51. Thank you for participating in our
Annual Training & Competency.
To complete this step, please take a
short quiz found below and
a confirmation will be sent to the
Volunteer Coordinator.
Thank you for your service!
You may keep this slideshow open for information review.