New Volunteer Orientation

Welcome

Thank you for volunteering with EvergreenHealth. We appreciate you being here!

• There are over 550 volunteers at EvergreenHealth serving in over 60 various positions. In 2018 Volunteers contributed over 70,000 hours of service.

• Volunteers help in many different areas: PACU, CPC, ED, Information Desk, Gift Shop, Surgery Center, FMC, Hospice, Home Health, and many other departments. The time our Volunteers give helps the staff extend the quality of care to all patients and extends customer service to patients and visitors.

• We rely on volunteers every day and thank you for joining us in helping fulfill the purpose of EvergreenHealth:

Working together to enrich the health and well being of every life we touch.

OrientationThe purpose of this orientation is to provide new volunteers with the essentials of volunteering at EvergreenHealth. This has been created in collaboration with the requirements of Joint Commission and the Washington State Department of Health.

Upon completion of orientation, volunteers will be trained for their specific volunteer position by a staff person or a trained volunteer.

A public hospital district established in 1972; today, serves nearly 850,000 residents in northern King and southern Snohomish counties

EvergreenHealth Kirkland includes a 318-bed medical center, 15-bed inpatient hospice facility, four medical specialty buildings and a Level III emergency department

275+ member physician multispecialty group, 13 primary care practices, 35 specialty care practices, 5 urgent cares, and a free standing emergency department in Redmond

Largest Home Health and Hospice agency in the Puget Sound area

More than 1,000 physicians within more than 80 specialties, including cardiac, oncology, surgical, orthopedics, neurosciences, women’s and children’s services, and pulmonary care

Offers extensive community health outreach and education programs, anchored by a 24/7 Nurse Navigator and Healthline free consulting nurse and referral service receiving over 100,000 calls each year

Clinical & Strategic Partnerships - Eastside Health Alliance, Seattle Cancer Care Alliance and EvergreenHealth Monroe

About EvergreenHealth

EvergreenHealth - Kirkland Campus

2019 Recognition of Our Care

The Joint Commission

Accreditation

EvergreenHealth is fully accredited by the Joint Commission, the nation’s oldest and largest health care accrediting body.

Joint Commission surveyors perform a rigorous inspection of Evergreen Hospital Medical Center, Evergreen Home Health Services, Evergreen Hospice Services and the Evergreen Medical Group every three years, with the most recent occurring in 2018.

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PurposeWorking together to enrich the health and well-being of every life we touch.

MissionEvergreenHealth will advance the health of the community it serves through dedication to high-quality, safe, compassionate and cost-effective health care.

VisionEvergreenHealth will create an inclusive community health system that is the most trusted source for health care solutions.

ValuesCompassion | Respect | Excellence | Collaboration | Accountability

We are here for you. Office Hours 7:30 – 6:30 M-F

Some of the ways we can help :

Assist with issues, questions or concerns at EvergreenHealth

Assist with concerns about your role, schedule or something that happened during your shift

Assist if you are injured while on your shift

Provide ongoing support, training and supervision

– Contact us via:

• Phone: 425 899-1994

• Text: 206 437-5172

• Email: GrpVolunteerHospitalBased@evergreenhealthcare.org

Volunteer Coordinators

Volunteer Responsibilities• Complete Employee Health screening• Complete Quizzes:

• The Joint Commission requires that all standards that apply to staff apply to volunteers providing care, treatment and services. Standards are statements defining the performance expectations, structures or processes that must be in place for an organization to provide safe and high quality care, treatment and services. 50% of all JC standards are directly related to patient safety.

• Follow all rules and procedures, report all issues of safety or medical concerns• Read and sign all agreements, and orientation materials• Keep Patient Confidentiality – patients and data• Provide courteous customer service at all times to visitors, patients and

colleagues• Always wear your ID badge and a clean volunteer uniform while volunteering• Practice good hygiene, do not use fragrances• Learn what to do in case of emergencies, injuries, codes and fire• Follow professional conduct • Observe infection control protocol• Be present for your shift reliably and on time

• Let us know prior to your shift if you can not be here

AttendanceAs a volunteer, you are an important member of EvergreenHealth. We rely on you and depend on your consistent attendance. Volunteers are expected to meet their commitments to their scheduled service hours. • Give as much notice as possible if you will miss your shift.• If you are sick, stay home. Remember there are people w/compromised immune systems so

protecting yourself also protects the patients. Sometimes even allergies may be a reason to stay home. A doctor’s note may be required to return to your shift.

• Excessive absences may be a reason for dismissal. After 3 consecutive absences without notification, the supervisor and/or Volunteer Services reserve the right to dismiss a volunteer.

• Leave of Absences (LOA) are granted if the volunteer will to be out for more 4 or more weeks. Shift is not guaranteed upon return. Volunteer will need to return their ID Badge and uniform to the volunteer office and will pick it up their badge when they return.

• If your assignment maybe isn’t working out, come talk to us maybe we can find a better fit.• Please give the Volunteer Office 2 week notice prior to your resignation .• Inform the Volunteer Office and your department when you are unable to make your shift.

• Phone: 425 899-1994• Text: 206 437-5172• Email: GrpVolunteerHospitalBased@evergreenhealthcare.org

Dress CodeYour appearance should always reflect professionalism • Have your badge visible and wear your uniform• Clothing should be neat, clean and in good repair• Practice good hygiene • Long hair must be pulled back so it is not tangled in any equipment• The smell of tobacco or body odor should not be apparent

The following is not allowed:• Open toed shoes or sandals • Torn, holey or ripped clothing or shirts with inappropriate logo or pictures• Light-wash blue jeans or distressed blue jeans• Shorts, mini skirts, revealing clothing• Hats, except for religious purposes• Face and lip jewelry should not be worn while on site• Fragrances as EvergreenHealth is a fragrance free facility

Individual departments may have different requirements. Check with your supervisor for any specific questions.

Uniform and BadgeYou will receive a badge with your photo and a uniform. When you wear your badge and uniform you are representing EvergreenHealth, even if your shift has not started or has ended.

Badge• Visibly wear your badge during your assignment

• Should you forget it, check in the Volunteer Office for your options• Your badge is your photo ID and proof that you are a volunteer at EvergreenHealth. • Do not modify your badge in any way• If you lose your badge and need a replacement, check in with the Volunteer Office

• If it is lost a 2nd or more times, replacement fee is $50.• If you lose your badge and later find it, return it to the volunteer department

• Your badge is hospital property and must be returned upon resignation

Uniform• Always wear your uniform during your assignment

• Should you forget it, check in with the Volunteer Office for your options• Launder your uniform to keep it clean using a regular wash and dry cycle • Your uniform is hospital property and must be returned upon resignation

Cell Phones • Please refrain from using your phone (including texting) while

volunteering unless you need to use it to call the Volunteer Office for help.

• Cell phones are not allowed to ring while you are on duty. Please have your phone set to silent or vibrate while you are volunteering.

• If there is an emergency, step away from your volunteer post to a quiet location to use your phone.

• Report Campus Emergencies Call x1199 • Ex: Codes, Security STAT, suspicious persons, criminal activity

• Reporting Campus Non-Emergencies Call 899-1300• Reporting Off-Campus Emergencies 9-911 • Lost and Found is located in Security Services• Security is here to help, don’t hesitate to give them a call if

something suspicious occurs

Security

Volunteer Benefits

• Annual Volunteer appreciation event• Annual Flu Immunization• Complimentary Coffee, Tea or Soft Drink in Cafeteria 128 during your

shift• When checking out at the register, show them your badge

• Discount for many items in the Gift Shop• Service pins at 100, 200, 500 and each additional 500 hour

increments• Camaraderie with fellow volunteers• Volunteers are covered with liability insurance while volunteering• Free Parking

• Parking is available in Central Parking• Orange/Yellow Dot indicates approved parking space• Usually not a problem to find a space

Designated Parking in Central Garage

DYP

HR

Lot 9

Staff parking is in stalls

identified with a

YELLOW DOT

East

Garage

East

HR/IT

Surface

Lot

HR/IT

Building

Surface

Lot

ASB

Surface

Lot

Central

Garage &

Oversize

Lot

Central

Surface

Lot

DeYoung

Pavilion

Garage

West

Garage

Patient Rights

Patients have a right to:

• Privacy

• Information on their rights

• To be treated in a dignified and respectful manner

• Need for effective communication

• Pain management

• Access and request amendment to and obtain information of disclosures to health care

Cultural Diversity & SensitivityWhile you are volunteering you’ll interact with staff, patients, visitors and fellow volunteers who are culturally diverse. It is important to respect and accept our community’s diversity and recognize the positive value it has made to our society.

• Thousands of people visit EvergreenHealth and you will interact with many of them.

• A very important part of volunteering is your awareness and ability to get along with people who are different or diverse. Culture is about the way we do things, how we feel, how we act and what we believe and aspire to. Some ways in which our multicultural community is reflected in our society include the food we eat, our customs, entertainment, language and history.

• Diversity also includes body size, and physical and mental abilities.

Hand Hygiene and Glove Use

• Sanitize hands before and after using gloves

• Sanitize hands when entering and exiting a patient room

• Sanitize hands before and after transporting patients in a wheelchair

• Sanitize hands before and after lab errands

• If your hands are visibly soiled, wash them with soap and water

• Wear non‐latex gloves to wipe down the wheelchair when done and toss used gloves into a waste container

• Do not wear gloves while walking from place to place in hospital

• Always keep a pair of gloves in the pocket of your uniform

On-campus vs. Off-campus Locations• In the event of an emergency, different steps need to be taken based on if you are

on-site or off-site.

• On-site is considered to be inside the walls of the actual hospital. This includes Silver, Red, Green, Purple and Blue color zones. For emergencies on-site, a code would be called by dialing x1199.

• All locations outside the hospital walls are classified as off-site; including Coral, Tan, DeYoung, Redmond, parking structures and even the sidewalks right outside the doors to the hospital. 9-911 needs to be called for emergencies that are off-site.

• However, in the event of an emergency in Tan, Coral or outside of the hospital entrances, 9-911 and a code (x1199) can both be called. This will allow the staff to respond to the emergency until firefighters, medics and/or police arrive to the scene.

• If you are not sure if you should call a code or 9-911, call the Volunteer Office at x1994.

Color Zone and Floors• Learn how to direct visitors and patients.

• Always be observant and look for people who may need help finding their way.

• Directional signage is located above you and on the floor.

• Learn color zones and room numbering

• The hospital and clinics are organized by color zone - Blue, Purple, Green, Silver, Red, Coral and Tan

• Never leave a person without an answer. If you can’t find the answer, call one of the volunteer office staff for help.

Room Numbering• The first number of the room is the floor number; the 2nd number is the

color zone. – 0 = Silver 1 = Blue 2 = Green

– 3 = Purple 5 = Red B = Basement

• Example: 1-122 is 1st Floor Blue , Room 22

• Learn main destination points: Café 128 (cafeteria), Registration, Diagnostic Imaging, Lab(s), Family Maternity, patient floors, critical care, emergency, hospice, etc.

• Never leave a person without an answer. If you can’t find the answer, call one of the volunteer office staff for help.

Code Reporting and Emergencies

Off Site Locations:

• Tan and Coral Buildings, parking lot, parking garages and street

• Call 9-911

• Provide information as requested

• Stay on the phone until released by operator

• Report a Code within the hospital (3 important rules):1) Call x1199 hospital emergency line2) Give the name of the code and your name (ex: Code 1, Chris Smith)3) Give location of the code - color zone, floor #, room # (ex: Silver, P-1

Information desk)

• Go to the nearest office/phone location to call• Tell the person needing assistance help is coming and ask them to

remain where they fell• If on the escalator push the stop button

Emergency CodesIn case of an emergency within the hospital dial x1199 and report the appropriate code

Code Blue: heart/respiration stopped

Code One: non‐life threatening event

Code Gray: out of control person

Code Red: fire or smoke

Code Amber Alert is missing infant/child

Code Silver – Weapon or hostage situation

Code Black- Bomb Threat

Code Orange – Hazardous chemical spill

Internal/External Triage

If off-site, dial 9-911

• Coral, Tan, Parking Garage and Parking Lots are offsite

Code Orange: Chemical Hazard, Spill or Odor• The only chemicals you may be using is hand sanitizer, wipes for

surfaces and maybe Windex in certain depts.• Gloves are used when wiping down surfaces • Gloves are kept in pockets at all time for your protection• Use hand sanitizer frequently throughout your shift, rub till dry

and be sure to wipe fingernails where many germs thrive

• In case of fire, follow staff directions• RACE – Rescue, Activate Fire Alarms, Contain Fire, Extinguish• PASS – Pull, Aim, Squeeze, Sweep• Always know where the closest fire extinguisher is to your

workstation. You may never need it but you may need to direct fire fighters to their location

Code Red: Fire

Competency OverviewThere are 11 different topics you will review and complete before attending Orientation:

• HIPAA – Patient Privacy• Tuberculosis • Patient Safety Education • Age Specific Competency • Code Amber Alert • Environment of Care (EOC) • HIV AIDS & Hepatitis Education • Blood borne Pathogens • Heart Attack and Stroke • Hypoglycemia • Weight Sensitivity

Health Insurance Privacy and Accountability Act (HIPAA)

• Patients have the right to control who sees their protected information. • Patient Information needs to be kept private and LIMITED to those people who need

the information for treatment, payment and health care operations purposes.• Patient confidentially is extremely important.

• If you see a friend or family member you know, a celebrity, or community leader you can not say anything to them or about them to friends, family or EVEN a co-worker at the hospital.

• If you see someone you know, you cannot acknowledge them unless they approach you first.

Confidentially and Security Agreement • Extends further than HIPAA and to information of data.• All information, regardless of media in which is stored, cannot be used or disclosed

inappropriately or for personal gain (aka you were curious). • It is important to clear computer screens, not leave paperwork laying out, and

locking computers when unattended.

Tuberculosis• TB is transmitted through the air and spreads easily in overcrowded,

sometimes poorly ventilated places.• TB is easily spread through the air in droplets generated when a

person with active TB coughs, sneezes or speaks.• Most people’s immune system will fight off TB after initial exposure.• Volunteers are required to have a TB test prior to volunteering.

Patient Safety• Patient Safety is keeping our patients and visitors free from things that

can cause harm within a medical setting.• Report unsafe conditions.• Stop the spread of infection by practicing good personal and hand-

washing hygiene.• Stay home when you are ill.

Age Specific Competency

• Be aware of how to deal with patients and visitors of different age groups

• Stay informed of all required information with regard to safe and appropriate patient care

Code Amber Alert Training• A hospital-wide response system that will cover all major

entrances/exits in the event of a child abduction • When calling a Code Amber, provide the child’s age and gender

Environment of Care (EOC)• Everyone who works and volunteers at EvergreenHealth is

responsible for a safe environment• Eliminate and Minimize risks such as wet floors, tripping hazards,

unsecured personal items and suspicious activity• Memorize and utilize the incident codes on your ID badge

HIV AIDS and Hepatitis Education• Risk of transmission in a health care setting is extremely small if

Universal Precautions are exercised• HIV is not spread through day to day casual contact• Hepatitis is primarily a blood borne infection• HIV and Hepatitis B virus are transmitted through exposure to body

fluids

Bloodborne Pathogens• Bacteria, viruses and other microorganisms that are carried through

the bloodstream and may cause disease.• Practice Universal Precautions to keep yourself safe

• In case of a bodily fluid spill, notify Housekeeping• In case of exposure, immediately contact your supervisor• Wash or sanitize hands before and after patient contact• Wear gloves when transporting specimens• Wear a mask to prevent the spread of respiratory viruses

Heart Attack and Stroke• If you see a patient/visitor/staff in a public area of the hospital who

is experiencing signs of a heart attack, call Code Blue and stay with them till help arrives

Typical Signs and Symptoms• Weak, shaky nervous• Confused, Disoriented, light-headed• Anxious, Panicky• Pale• Sweaty• Slurred speech• Some people become angry, rude or even combativeCall Code 1 for medical assistance

Hypoglycemia

Weight SensitivityProvide dignified, respectful and professional care to bariatric patients at EvergreenHealth

Agreements and Policy Attestation

Agreements to review and sign:

• Confidentiality of Patient Care

• Confidentiality and Security Agreement

• Chemical Hazard Communication Program Training Certification

• Code Red

• Certification of HIV/AIDS/Hepatitis B Virus Training

• Uniform and Photo ID Loan Agreement

Policy Attestations to review, sign and bring to Orientation:

• Code of Conduct

• Work Restriction Policy

• Drug Free Workplace

A Warm Welcome and Fond Farewell• Volunteers are often the first people that visitors meet

when they arrive. Your warm welcome and calming presence can help put them at ease.

• Keep an eye on your area so you can help people right away.

• Be observant, look for people who may need some help finding their way.

• Escort, escort, escort! - walk people to their destination whenever possible.

• Your calming presence and welcoming demeanor makes just as much of an impact on the experience of a patient/visitor when they are leaving as when they are arriving.

• Call the Volunteer Office if you need assistance.

• Latex allergies can be life threatening and for that reason latex is not allowed at EvergreenHealth

• If you see latex balloons arriving you need to ask the visitor to return the balloons to their car

• Latex Balloons cannot be in the facility and cannot be held at the information desk or left outside the front door.

• Offer to take their picture with the balloon bouquet and then have them return the balloons to their car

• Mylar balloons are accepted

Latex Free Facility

Wheelchair Training• Patient and Volunteer safety is very important when pushing a

wheelchair• Volunteers are restricted from pushing bariatric patients• Volunteers are restricted from assisting a patient in or out of a

wheelchair• Volunteers are restricted from pushing a patient into the parking

garages or crossing streets• Do not leave a wheelchair in areas with overhead doors; they do

not stop when lowering• Convenience Bags/Vomit bags are located in the back pocket of

each chair• Broken wheelchairs are taken out of service and taken to the

volunteer office for assistance to repair

• Watch Video and complete assessment