2013 Volunteer Orientation


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2013 Volunteer Orientation

  1. 1. Welcome to Volunteer Services at South County Hospital Our People, Our Care, Our Passion
  2. 2. South County Health Care System (SCHCS) The South County Hospital Healthcare System (SCHHS) is a full-service healthcare resource offering a comprehensive range of advanced inpatient, outpatient and home health services. South County Hospital VNS Home Health Services South County Quality Care South County Surgical Supply
  3. 3. Our Mission South County Hospital Healthcare System is dedicated to enriching the quality of life of southern Rhode Island community members and visitors, through the delivery of quality healthcare services, the development of cooperative relationships with other healthcare providers and the promotion of wellness through health education and awareness.
  4. 4. An extraordinary culture Our Values: • Caring • Respect • Integrity • Collaboration • Excellence
  5. 5. The Joint Commission 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.
  6. 6. Volunteer Services Nadine McCauley Volunteer Coordinator
  7. 7. “Each year, approximately 300 people volunteer more than 26,000 hours at South County Hospital in over 20 different departments. The efforts and work of the volunteers contribute a tremendous value to the Hospital and community.” Placement Opportunities include: • Patient Information & Hospital Escort • Emergency Department • Medical Records • Surgical Services • Coffee & Gift Shop
  8. 8. 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.
  9. 9. Volunteer Services Health Requirements All new volunteers and employees are required to get a health screening, which we provide free of charge at our Wellness Center in East Greenwich. Annual health screening (Flu vaccination & Tuberculoses Skin Test) is required for volunteers in direct patient contact areas, which will be provided free of charge at the Hospital. Obtain MMR immunization dates & Chickenpox history from your physician, if possible.
  10. 10. Infection Prevention & Control Contacts: Diane Steverman RN, CIC Infection Preventionist, Bacon House, Lower Level DIANE LEE ANN Lee Ann Quinn BS, RN, CIC Director
  11. 11. 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.
  12. 12. 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…
  13. 13. Chain of Infection Person Susceptible Host H1N1 Infectious Agent Reservoir Person Portal of Entry Eyes, Nose and Mouth Means of Transmission Cough Droplet, Contact, Airborne Portal of Exit Secretions
  14. 14. Follow Standard Precautions Apply to all patients, regardless of suspected or confirmed infection status – to protect yourself and patients Standard Precautions cover: • • • • • • Blood Bodily Fluids Secretions Excretions (except sweat) Non-intact skin Mucous membranes
  15. 15. Potential exposures to blood and body fluids Prevention is the Goal If you are exposed: •Stop Immediately •First Aid •Report to Supervisor – Incident Report •Go to ER for an Evaluation & Treatment •Follow up Employee Health, Ext. 1656, Monday to Friday 8:30 – 12:30
  16. 16. 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 in an isolation room. 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.
  17. 17. Clean your hands- we monitor! To date we average 90% Compliance 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) ▪After exposure to a patient with diarrhea (C difficile and Norovirus) ▪When hands are visibly soiled
  18. 18. “Stay back, you guys! This stuff has killed 99.99% of our fellow germs!”
  19. 19. …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 Use Alcohol Rub: • After using bathroom • When hands are visibly soiled • After caring for patients with diarrhea or non-intact skin
  20. 20. Remember! Cleaning your hands is the single most important thing for infection prevention and control!
  21. 21. Respiratory Hygiene Cough Etiquette • 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.
  22. 22. Mycobacterium Tuberculosis Signs and Symptoms • Weakness • Cough > 3 weeks • Fatigue • Weight Loss • Night Sweats • Blood in Sputum Patients • Airborne isolation precautions Employee / Volunteer • Screened upon hire and yearly (direct patient contact) with a skin test (TST/PPD)
  23. 23. 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!
  24. 24. Marketing Martha Murphy Manager Jane Goodger Assistant Jamie DelVecchio Specialist
  25. 25. Our job…getting the word out to our community!
  26. 26. South County Hospital Healthcare System 1. 2. 3. 4. South County Hospital Quality Care Surgical Supply VNS Home Health Services
  27. 27. EXTERNAL •Residents of Washington County* Our audience • Men and women of all age INTERNAL • Staff • Physicians • Volunteers *Exception: Orthopedics Center is a regional service line.
  28. 28. A multifaceted approach ADS — print, radio, television, online, outdoor BROCHURES — all service lines DIRECT MAIL —service line specific; general news COMMUNITY EVENTS — Men’s Health Night, Women’s Wellness Day, Gardening is Good for You
  29. 29. A multifaceted approach COMMUNITY LECTURES — 3 or more lectures every month WEBSITES — new site launched in March 2012 SOCIAL MEDIA — Facebook, Twitter, YouTube, Pinterest EDITORIAL COVERAGE — Ch. 10 television; ProJo; locals PROMOTIONAL ITEMS — tote bags, pens, calendars
  30. 30. ASK ME! why I’m #1 INCREASE your awareness ASSURE market growth ENSURE the strong future of SCHHS HELP the community we serve!
  31. 31. YOU = our strength, our future
  32. 32. Compliments & Complaints Privacy & Event Reporting e Elain Contacts: Elaine Desmarais, Chief Compliance Officer Claudia Chighine, PI Analyst, Quality, Regulatory & Corporate Compliance Pat DiMario, Risk Manager & Privacy Officer Barbara George, Risk Analyst, Risk Management Pat
  33. 33. Performance Improvement Quality Department Please contact our department with patient compliments and complaints or anything related to the Hospital or physician’s offices affiliated with the Hospital. Compliments or Complaints can be about: Any Department Doctor Nursing Front Line Staff Dietary
  34. 34. Performance Improvement Quality Department If a patient greets you in the Hospital and asks to speak to someone about a problem he or she has had, please call x1467 so someone can meet with them a.s.a.p. in person. If you are unable someone, you can call Pat Towle x1717 or Elaine Desmarais x 1390. Thank you for helping us keep our Patients & Visitors happy with our service!
  35. 35. CONFIDENTIALITY • 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.
  36. 36. • 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 without exception. • All issues of concern will be shared only with the appropriate staff. • Volunteers may not have access to patient's charts.
  37. 37. What is PHI? • PHI stands for 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. • "What you hear and see here, stays here.”
  38. 38. Environment of Care Safety 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 switchboard x1511 and requesting security. •Report defective or broken equipment immediately to your supervisor. •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.
  39. 39. • Report any unsafe conditions to the Volunteer Coordinator. • Do not assume more responsibility than your training and ability allow (even if 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.
  40. 40. Event Reporting • 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. • Reports include accidents, injuries, and anything unusual that occurs on the hospital premises to a volunteer, patient, employee or visitor and can include unsafe conditions (circumstances that increase the probability of a patient safety event). • All events & unsafe conditions must be reported to the Volunteer Coordinator immediately.
  41. 41. •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. •If an 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 Contacts: Pat DiMario – Risk Manager & Privacy Officer (x1274) Barbara George – Risk Analyst (x1953) Lisa Munkelwitz – Risk Analyst (x3881)
  42. 42. Ergonomics David Menatian MSPT, Rehab Services Team Leader
  43. 43. Ergonomic Standard Department of Labor: OSHA Ergonomics (Definition): Science of adapting work (and/or equipment) and the employee to each other for optimal safety and productivity. To prevent injury to employees by minimizing physical stressors in the workplace.
  44. 44. Volunteer Don’ts:  Wheelchair Safety Tips Lift a patient  Transport bariatric patients (those requiring use of the oversized wheelchair)  Move too fast, as a sudden stop may jolt the patient Volunteers Dos:  Give patients the right of way – be ready to yield  ALWAYS watch clearance of patient’s feet, hands and elbows when going through doors, around corners or entering elevators.  Avoid accidents by watching for floor conditions such as wet spots, mats, runners and carpet edges, etc.
  45. 45. Principles of Body Mechanics: (Injury – Prevention) • Spinal Curves/“Posture” • Torque • Base of Support/“Stability” • Push vs. Pull
  46. 46. Pounds of compressive force on lower back Pounds of compressive force on lower back Risk of injury High 20 20 20″ 1 10 20″ 1 Moderate 20″ Low 10″ Standing upright Standing upright, lifting 20 lbs. 10″ away from low back Standing upright, lifting 20 lbs. 20″ away from low back Bent over, lifting 20 lbs. 20″ away from low back Bent over, lifting 1 lb. 20″ away from low back Sitting, leaning forward and lifting 1 lb.
  47. 47. MSD’s – Examples: Muscle strain, ligament sprain, joint/tendon inflammation. Risk Factors: Repetition, awkward posture, vibration, force Procedure: 1. Notify Manager 2. Employee Health 3. Ergonomist
  48. 48. Customer Service, Fall Prevention & Emergency Codes Donna Donilon, PhD, RN, Director, Professional Practice
  49. 49. Customer Service Always put the patient first Follow the “golden rule”- treat others as you would like to be treated Follow our Guiding Values: Caring- RespectIntegrity- Collaboration- Excellence  How we interact and communicate with our patients creates a positive impression and memorable experiences which your volunteer role directly impacts
  50. 50. 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.
  51. 51. Helpful Behaviors AIDET is an acronym to assist us communicating with our patients and family members while providing excellent service and compassionate care: Announce/Introduce: Always announce your presence by knocking and asking for permission to enter a patient room. Example: “Good Morning, I’m , a volunteer. Is there anything I can do for you and your family?”
  52. 52. Helpful Behaviors Duration: Whenever possible or appropriate introduce yourself to individuals that have been waiting in the lobby or Waiting Room, for more than 30 minutes. Example: “Hi, my name is , a volunteer. I’ve noticed you have been waiting awhile. I’d be happy to check for you and I will return with an answer as soon as I can.”
  53. 53. Helpful Behaviors Explanation: Explain what you are there to do for them or the services you can provide for them or how you can help them. EXAMPLE: “Good morning (afternoon or evening), I’m , a volunteer. May I help you find what you are looking for?” Thank You. Example: “Thank you. It was my pleasure to meet/help you. I know you are in very good hands.”
  54. 54. Confidentiality Protect the patient’s information (PHI) by: Only access the minimal amount of patient information needed to carry out your role. Do not share or offer any information about the patient that you may have learned in the course of your role as a volunteer to anyone outside the hospital.  Avoid discussing patient’s medical condition, personal stories of someone else’s hospital experience, avoid offering opinions or advice.  Refer patient’s questions to the RN.  Avoid discussing information heard on unit regarding any patient or hospital business.
  55. 55. 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.
  56. 56. No Pass Zone: If a patient seems at risk for falling (weak & unsteady), notify the nurse right away. Redirect the patient to wait for the 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.
  57. 57. MY t is ha W ity? ibil ons esp r Standard Codes used by all Hospitals in RI Use x1511 for all Hospital Emergencies fghfgh fghfgh
  58. 58. 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.  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.
  59. 59. Code Red: FIRE 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.
  60. 60. Code 78: Fire Alarm System Off All staff to be aware “On Fire Watch.” Report all fire/smoke to Emergency Operator at x1511
  61. 61. 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.
  62. 62. 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.
  63. 63. 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.
  64. 64. 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. You know your area best. 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 manager or supervisor or someone in charge of your area on next steps, otherwise normal operations in your area.
  65. 65. 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.
  66. 66. Code Triage Standby 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
  67. 67. 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.
  68. 68. 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.
  69. 69. 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.
  70. 70. Thank you for participating in our online Volunteer Orientation. To complete this step, please take a short quiz found below and a confirmation will be sent to the Volunteer Coordinator. Welcome to Volunteer Services at South County Hospital! You may keep this slideshow open for information review.