Welcome to Volunteer Services
at South County Hospital
Our People, Our Care, Our Passion
South County Health Care
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
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.
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.
“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.”
• Patient Information &
• Medical Records
• Surgical Services
• Coffee & Gift Shop
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.
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.
Infection Prevention & Control
Diane Steverman RN, CIC
Bacon House, Lower Level
Lee Ann Quinn BS, RN, CIC
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.
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…
Chain of Infection
Eyes, Nose and Mouth
Follow Standard Precautions
Apply to all patients, regardless of suspected or confirmed
infection status – to protect yourself and patients
Standard Precautions cover:
Excretions (except sweat)
to blood and body fluids
Prevention is the Goal
If you are exposed:
•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
Isolation Precautions for
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.
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
▪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
“Stay back, you guys!
This stuff has killed 99.99%
of our fellow germs!”
…Or clean your hands with
Alcohol Hand Rub – Rub into all surfaces until dry.
• 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
Cleaning your hands is the single
most important thing for infection
prevention and control!
• 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.
Signs and Symptoms
• Cough > 3 weeks
• Weight Loss
• Night Sweats
• Blood in Sputum
• Airborne isolation precautions
Employee / Volunteer
• Screened upon hire and yearly (direct patient contact) with a
skin test (TST/PPD)
Stay home if you are sick –
• Pink Eye
• Diarrheal Illness
• Flu like symptoms
• Never touch needles or other sharps!
• Wash or Disinfect your hands often!
Our job…getting the word out to
South County Hospital
South County Hospital
VNS Home Health
• Men and women of all age
*Exception: Orthopedics Center is a
regional service line.
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
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
why I’m #1
INCREASE your awareness
ASSURE market growth
ENSURE the strong future of SCHHS
HELP the community we serve!
Compliments & Complaints
Privacy & Event Reporting
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
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:
Front Line Staff
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!
• Patients and their families have a legal right to
expect that confidentiality of information will
• Unlawful use or disclosure of information may
expose you and the Hospital to civil and
• Any breach of confidentiality will result in the
automatic dismissal of a volunteer.
• 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
• All issues of concern will be shared only with
the appropriate staff.
• Volunteers may not have access to patient's
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.”
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
•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.
• 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
• 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
• 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
• 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.
•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)
MSPT, Rehab Services Team Leader
Department of Labor: OSHA
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
Lift a patient
Transport bariatric patients (those
requiring use of the oversized
Move too fast, as a sudden stop may
jolt the patient
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.
Principles of Body Mechanics:
(Injury – Prevention)
• Spinal Curves/“Posture”
• Base of Support/“Stability”
• Push vs. Pull
Pounds of compressive force on lower back
Pounds of compressive force on lower back
Risk of injury
lifting 20 lbs.
lifting 20 lbs.
lifting 20 lbs.
lifting 1 lb.
Customer Service, Fall Prevention
& Emergency Codes
Donna Donilon, PhD, RN, Director, Professional Practice
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
Acknowledge the patient, their concerns and with
questions. Be sincere in listening, answers and
Care- seek to correct the issue for the patient and
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
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?”
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.”
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),
, a volunteer. May I help you find what you
are looking for?”
Example: “Thank you. It was my pleasure to
meet/help you. I know you are in very good hands.”
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
Refer patient’s questions to the RN.
Avoid discussing information heard on unit regarding any patient
or hospital business.
Patients are assessed for fall risk by the
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.
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
The patient will need to be assessed for injury before
Fall prevention is everyone’s job.
Awareness and communication helps to keep our
Standard Codes used
by all Hospitals in RI
Use x1511 for all
Code Red: FIRE
Call Switchboard x1511 to report a fire, smoke or respond to an activated fire
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.
Code Red: FIRE
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.
Code 78: Fire Alarm System Off
All staff to be aware “On Fire Watch.”
Report all fire/smoke to Emergency Operator at x1511
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.
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.
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
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.
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
General Staff Response:
Check your area for any suspicious packages or items. You know your
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.
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.
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
Disaster Plan In Effect:
Incident Command Center team or designee will activate the
Emergency All Hazards Operation Plan and a specific response
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.
Code Orange: Hazardous Material
Clean up spill.
Assist anyone that have had contact with the chemical.
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
Notify the Emergency Operator at x1511 to report.
Switchboard will Notify Fire Department, if appropriate.
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.
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!
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