VOLUNTEER ORIENTATION. Volunteer Orientation Objectives By the end of this orientation, you should be able to... Describe your role in furthering the

VOLUNTEERVOLUNTEER ORIENTATION ORIENTATION

Volunteer Orientation ObjectivesVolunteer Orientation Objectives By the end of this orientation, you should be able to ...By the end of this orientation, you should be able to ...

Describe your role in furthering the Mission and Values of Providence Sacred Heart Describe your role in furthering the Mission and Values of Providence Sacred Heart

Medical Center.Medical Center.

Exhibit good customer service behaviors:Exhibit good customer service behaviors:- Telephone etiquette- Telephone etiquette- Welcoming visitors, patients and staff in a helpful, friendly manner- Welcoming visitors, patients and staff in a helpful, friendly manner- Assisting people in finding their way around the medical center- Assisting people in finding their way around the medical center

Transport patients safely:Transport patients safely:- Wheelchair safety- Wheelchair safety- Proper body mechanics- Proper body mechanics

Locate emergency codes and identify the telephone number to call when presented Locate emergency codes and identify the telephone number to call when presented with any emergency.with any emergency.

Demonstrate proper hand-washing techniques.Demonstrate proper hand-washing techniques.

Describe your role in protecting patient confidentiality.Describe your role in protecting patient confidentiality.

Sisters of ProvidenceSisters of ProvidenceProvinces and SponsoredProvinces and Sponsored

Providence Health & ServicesProvidence Health & Services

Updated: Updated: 01/0901/09

CANADACANADA

11 Province ProvinceMontreal, QuebecMontreal, Quebec

Emilie Gamelin ProvinceEmilie Gamelin Province

Holy Angels ProvinceHoly Angels Province AlbertaAlberta British ColumbiaBritish Columbia

MontreaMontreal

Mother Joseph ProvinceMother Joseph Province Providence Health & ServicesProvidence Health & Services

AlaskaAlaska OregonOregon CaliforniaCalifornia Washington/MontanaWashington/Montana

Providence Health Care MinistriesProvidence Health Care Ministries St. Mary Medical Center, Walla Walla St. Mary Medical Center, Walla Walla

IdahoIdaho MontanaMontana

St. Patrick, MissoulaSt. Patrick, Missoula St. Joseph, PolsonSt. Joseph, Polson St. Thomas Child & Family Center, Great FallsSt. Thomas Child & Family Center, Great Falls University of Great FallsUniversity of Great Falls

PROVIDENCE HEALTH CARE MINISTRIESPROVIDENCE HEALTH CARE MINISTRIES Providence Sacred Heart Medical Center &Providence Sacred Heart Medical Center & Sacred Heart Children’s HospitalSacred Heart Children’s Hospital Providence Holy Family HospitalProvidence Holy Family HospitalProvidence Mount Carmel Hospital (Colville)Providence Mount Carmel Hospital (Colville)Providence St. Joseph’s Hospital (Chewelah)Providence St. Joseph’s Hospital (Chewelah)Providence Emilie Court Assisted LivingProvidence Emilie Court Assisted LivingProvidence Adult Day HealthProvidence Adult Day HealthProvidence St. Joseph Care CenterProvidence St. Joseph Care CenterProvidence VNA Home HealthProvidence VNA Home Health Providence DominiCare (Chewelah)Providence DominiCare (Chewelah) Providence Physician ServicesProvidence Physician ServicesProvidence Associates Medical Laboratories (PAML)Providence Associates Medical Laboratories (PAML)

4 Provinces in The United States, Canada &4 Provinces in The United States, Canada & South AmericaSouth America

† Mother Joseph Province, USA, WestMother Joseph Province, USA, West† Holy Angels Province, CANADA, WestHoly Angels Province, CANADA, West† Emilie Gamelin Province, CANADA, EastEmilie Gamelin Province, CANADA, East† Bernard Morin Province, CHILEBernard Morin Province, CHILE

Our MissionOur MissionAs People of Providence,As People of Providence,

We reveal God’s love for all,We reveal God’s love for all,

Especially the poor and vulnerable,Especially the poor and vulnerable,

Through our compassionate service.Through our compassionate service.

MISSION & VALUESMISSION & VALUESThe Providence CommitmentThe Providence Commitment

RespectRespectAll people have been created in the image of God, Genesis 1:27All people have been created in the image of God, Genesis 1:27

We welcome the uniqueness and honor the dignity of every personWe welcome the uniqueness and honor the dignity of every person

We communicate openly and we act with integrityWe communicate openly and we act with integrity

We develop the talents and abilities of one anotherWe develop the talents and abilities of one another

CompassionCompassionJesus taught and healed with compassion for all, Matthew 4:24Jesus taught and healed with compassion for all, Matthew 4:24

We reach out to people in need and give comfort as Jesus didWe reach out to people in need and give comfort as Jesus did

We nurture the spiritual, physical and emotional well-being of one another and We nurture the spiritual, physical and emotional well-being of one another and those we servethose we serve

We embrace those who are sufferingWe embrace those who are suffering

The Providence CommitmentThe Providence Commitment

Our Core ValuesOur Core Values

JusticeJusticeThis is what the Lord requires of you: act with justice, love with kindness and walk This is what the Lord requires of you: act with justice, love with kindness and walk

humbly with your God. Micah 6:8humbly with your God. Micah 6:8

We believe everyone has a right to the basic goods of the earthWe believe everyone has a right to the basic goods of the earth

We strive to remove the causes of oppressionWe strive to remove the causes of oppressionWe join with others to work for the common good and to advocate for social We join with others to work for the common good and to advocate for social justicejustice

ExcellenceExcellenceMuch will be expectedMuch will be expected of those who are entrusted with much. Luke 12:48of those who are entrusted with much. Luke 12:48

We set the highest standards for ourselves and for our ministryWe set the highest standards for ourselves and for our ministry

We strive to transform conditions for a better tomorrow while serving the needs of We strive to transform conditions for a better tomorrow while serving the needs of todaytodayWe celebrate and encourage the contributions of one anotherWe celebrate and encourage the contributions of one another



StewardshipStewardshipThe earth is the Lord’s and all that is in it. Psalm 24:1The earth is the Lord’s and all that is in it. Psalm 24:1

We believe that everything entrusted to us is for the common goodWe believe that everything entrusted to us is for the common good

We strive to care wisely for our people, our resources and our earthWe strive to care wisely for our people, our resources and our earth

We seek simplicity in our lives and in our workWe seek simplicity in our lives and in our work



CUSTOMER SERVICE. . . CUSTOMER SERVICE. . .

IN A HOSPITAL ? ! ? !IN A HOSPITAL ? ! ? !

Who are our customersWho are our customers??– PatientsPatients– Family membersFamily members– VisitorsVisitors– DoctorsDoctors– VendorsVendors– Volunteers, co-workers, and other departmentsVolunteers, co-workers, and other departments

Customer ServiceCustomer Service

The 10 Foot RuleThe 10 Foot Rule– Acknowledge anyone within 10 feet walking toward you Acknowledge anyone within 10 feet walking toward you

in the hallway with eye contact, a smile and/or a in the hallway with eye contact, a smile and/or a pleasantry.pleasantry.

– If a person appears lost, introduce yourself and ask if he If a person appears lost, introduce yourself and ask if he needs help finding his destination. If he does, escort needs help finding his destination. If he does, escort him there.him there.

– If you don’t know where he is going, ask a co-worker for If you don’t know where he is going, ask a co-worker for help. Stay with the guest until he is to his final help. Stay with the guest until he is to his final destination or have another escort accompany him.destination or have another escort accompany him.

– Give instructions to a visitor on how she can get back to Give instructions to a visitor on how she can get back to her car.her car.


Elevator EtiquetteElevator Etiquette– Acknowledge those in the elevator with eye contact, a Acknowledge those in the elevator with eye contact, a

smile and/or small talk.smile and/or small talk.– Hold the elevator door for passengers getting on or off.Hold the elevator door for passengers getting on or off.– Wait to enter the elevator until all passengers who are Wait to enter the elevator until all passengers who are

getting off have had the opportunity to exit.getting off have had the opportunity to exit.– Don’t talk or text on cell phones. Cell phones are Don’t talk or text on cell phones. Cell phones are only only

to be used on break or after shift.to be used on break or after shift.


One Up – Two DownOne Up – Two Down

– If you are going up one floorIf you are going up one floorUse the stairsUse the stairs

– If you are going down two floorsIf you are going down two floorsUse the stairsUse the stairs


Telephone EtiquetteTelephone Etiquette– Answer the telephone within three rings.Answer the telephone within three rings.– SMILE! Then. . . SMILE! Then. . .

Greet the callerGreet the caller ““Good Morning”Good Morning” Identify facilityIdentify facility “Providence Sacred Heart Medical Center ““Providence Sacred Heart Medical Center “ Identify department Identify department “Errands & Escorts”“Errands & Escorts” Identify selfIdentify self “This is Bubba…”“This is Bubba…” Offer assistanceOffer assistance “How may I help you?”“How may I help you?”

Please don’t eat or chew gum while on the telephone.Please don’t eat or chew gum while on the telephone.


Entering or Exiting a Patient’s RoomEntering or Exiting a Patient’s Room

– Knock on the patient’s door and ask if you may come in:Knock on the patient’s door and ask if you may come in: ““Knock Knock, may I come in?”Knock Knock, may I come in?” If the patient says yes, enter. If it isn’t a good time, don’t go in.If the patient says yes, enter. If it isn’t a good time, don’t go in.

– Upon entering the patients room, identify yourself and why you are there:Upon entering the patients room, identify yourself and why you are there: ““Hi, I’m John. I’m here to deliver flowers.”Hi, I’m John. I’m here to deliver flowers.”

– Before leaving a patient’s room always ask:Before leaving a patient’s room always ask: ““Is there anything else I can do before I leave.”Is there anything else I can do before I leave.”

– As you leave the patient’s room ask:As you leave the patient’s room ask: ““Would you like your door/curtain closed for your privacy?”Would you like your door/curtain closed for your privacy?”


Wheelchair BasicsWheelchair Basics

BrakeBrakeLeg Rest Leg Rest

Height Height AdjustmentAdjustment

Foot RestFoot Rest

Leg Rest Leg Rest LatchLatch

Transporting a PatientTransporting a Patient

• Introduce yourself.Introduce yourself.• Two patient identifiers: check patient’s armband Two patient identifiers: check patient’s armband andand ask his name. ask his name.• Assess wheelchair size for patient’s comfort. Contact Assess wheelchair size for patient’s comfort. Contact Patient Patient

Transport at 4-2026Transport at 4-2026 for a larger or smaller wheelchair. for a larger or smaller wheelchair.• Converse with patient.Converse with patient.• Walk slowly and stay clear of doorways; use intersection mirrors.Walk slowly and stay clear of doorways; use intersection mirrors.• Back patient onto elevators.Back patient onto elevators.• Never leave a patient unattended.Never leave a patient unattended.• Never transport:Never transport:

- Ill or unstable patients.- Ill or unstable patients.

- Patients on oxygen or- Patients on oxygen or

any other medical device.any other medical device.

Patient Transport ElevatorsPatient Transport Elevators

Transport Elevator PrioritiesTransport Elevator Priorities1.1. Code patientsCode patients2.2. Patients on a respirator or monitorPatients on a respirator or monitor3.3. Patients transported by Patient TransportPatients transported by Patient Transport4.4. Equipment being transportedEquipment being transported

TipsTips– Loading order is first one on, last one off.Loading order is first one on, last one off.– Push the Push the green green button to hold doors open for 90 seconds.button to hold doors open for 90 seconds.– If possible, don’t use patient transport elevators.If possible, don’t use patient transport elevators.

SignsSigns

R RestraintsRestraints

High Risk for FallsHigh Risk for Falls

Body MechanicsBody MechanicsPreventing Self Injury With Proper Use of Your BodyPreventing Self Injury With Proper Use of Your Body

Maintain proper posture.Maintain proper posture.

Plan ahead.Plan ahead.

Push or pull heavy objects.Push or pull heavy objects.

Use legs to move or lift objects.Use legs to move or lift objects.

Avoid twisting.Avoid twisting.

Break activity into smaller steps.Break activity into smaller steps.

Avoid prolonged positions and repetitive movements.Avoid prolonged positions and repetitive movements.

Keep objects close.Keep objects close.

SAFETY & SECURITYSAFETY & SECURITY

KNOW THE NUMBER!KNOW THE NUMBER!44

55

55

55

55

4-55554-5555 TO CALL A CODE! TO CALL A CODE!


KNOW WHAT TO SAY!KNOW WHAT TO SAY!IDENTIFYIDENTIFY YOURSELFYOURSELF..IDENTIFYIDENTIFY THE CODETHE CODE..IDENTIFYIDENTIFY YOUR LOCATIONYOUR LOCATION..

DialDial -- 4-5555 4-5555 Identify SelfIdentify Self -- This is Jake from Patient Transport.This is Jake from Patient Transport. Identify Code -Identify Code - I have a Code Blue - Adult.I have a Code Blue - Adult. Identify Location -Identify Location - I’m at the Main Front Information Desk.I’m at the Main Front Information Desk.


KNOW THE CODES!KNOW THE CODES!

CODECODE BLUEBLUE Emergency Emergency medicalmedical situation situation needing additional helpneeding additional help

CODE 77CODE 77 Bomb ThreatBomb Threat

AMBER ALERTAMBER ALERT Infant/child abductionInfant/child abductionAn Infant or child is An Infant or child is

missing missing or abductedor abducted


KNOW THE CODES!KNOW THE CODES!

CODECODE GRAYGRAY Combative/Hostile PersonCombative/Hostile Person

CODECODE SILVERSILVER Weapon/Hostage SituationWeapon/Hostage Situation


EXTERNAL TRIAGE: External DisasterEXTERNAL TRIAGE: External Disaster– Phase 1: Prepare for arrival of casualtiesPhase 1: Prepare for arrival of casualties– Phase 2: First casualty arrivesPhase 2: First casualty arrives

INTERNAL TRIAGE: Internal DisasterINTERNAL TRIAGE: Internal Disaster– Announcement of affected system.Announcement of affected system.

““Computer system down.”Computer system down.”– Consult appropriate internal policy.Consult appropriate internal policy.


CODE RED - FIRECODE RED - FIRE

RACERACE

RRescue the endangered patient.escue the endangered patient.

AActivate an alarm box.ctivate an alarm box.

CContain the fire and smoke; close doors.ontain the fire and smoke; close doors.

EEvacuate if instructed.vacuate if instructed.


VOLUNTEER’S PRIMARY ROLEVOLUNTEER’S PRIMARY ROLE

BE OBSERVANT!BE OBSERVANT!

HELP WHEN ASKED!HELP WHEN ASKED!

KEEP DOING YOUR JOB! KEEP DOING YOUR JOB! We’re still caring for patients!We’re still caring for patients!

INFECTION CONTROL: Hand HygieneINFECTION CONTROL: Hand Hygiene

What’s on your hands?What’s on your hands?MDROs (Multidrug-Resistant Organisms)MDROs (Multidrug-Resistant Organisms)

- MRSA (Methicillin-resistant Staph aureus) is most common.- MRSA (Methicillin-resistant Staph aureus) is most common.- Most often spread by direct contact from person to person.- Most often spread by direct contact from person to person.

Use soap and water when your hands are visibly dirty; otherwise hand Use soap and water when your hands are visibly dirty; otherwise hand gel works great.gel works great.

When should you practice hand hygiene?When should you practice hand hygiene? When hands contact blood or body fluids.When hands contact blood or body fluids. After removing gloves.After removing gloves. Before and after eating, smoking or applying cosmetics.Before and after eating, smoking or applying cosmetics. After using the restroom.After using the restroom. Immediately before touching a patient.Immediately before touching a patient. After touching a patient.After touching a patient. Before going into supply cupboards.Before going into supply cupboards.

WASH YOUR HANDS … patients are watching!WASH YOUR HANDS … patients are watching!

INFECTION CONTROL: PrecautionsINFECTION CONTROL: Precautions

Standard PrecautionsStandard Precautions• Hand HygieneHand Hygiene• GlovesGloves

- - Use when anticipating contact with body Use when anticipating contact with body substances, non-intact skin and when cleaningsubstances, non-intact skin and when cleaning equipment.equipment.- Use a fresh pair with each patient.- Use a fresh pair with each patient.- Remove without contaminating your hands.- Remove without contaminating your hands.- Wash your hands after each use.- Wash your hands after each use.

• GownsGowns• MasksMasks• Protective EyewearProtective Eyewear

Secondary PrecautionsSecondary PrecautionsAn additional level of protection between you and Other Potentially Infectious An additional level of protection between you and Other Potentially Infectious Materials (OPIM), e.g. a blood specimen is placed in a vial (first level of Materials (OPIM), e.g. a blood specimen is placed in a vial (first level of protection) and the vial is placed in a clear plastic bag (second level of protection) and the vial is placed in a clear plastic bag (second level of protection).protection).

INFECTION CONTROL: Isolation PrecautionsINFECTION CONTROL: Isolation Precautions

Watch for signs!Watch for signs!

Precaution signsPrecaution signs are used to identify patients with are used to identify patients with communicable diseases. Volunteers may communicable diseases. Volunteers may notnot enter these enter these rooms:rooms:

- Contact Precautions- Contact Precautions- Droplet Precautions- Droplet Precautions- Airborne Precautions- Airborne Precautions

Blue “STOP” signsBlue “STOP” signs are used for patients who are are used for patients who are

highly susceptible to infection and require additional highly susceptible to infection and require additional measures. Volunteers may measures. Volunteers may notnot enter these rooms.enter these rooms.

INFECTION CONTROL: Respiratory EtiquetteINFECTION CONTROL: Respiratory Etiquette

Cover Your CoughCover Your CoughCover your mouth and Cover your mouth and

nose with a tissue whennose with a tissue when

you cough or sneeze or…you cough or sneeze or…

Put your used tissue Put your used tissue in a waste basket.in a waste basket.

Wash your Wash your hands with hands with soap and soap and water.water.

Wear a mask to Wear a mask to protect others.protect others.

cough or sneeze into your upper sleeve, cough or sneeze into your upper sleeve, not your hands.not your hands.

REDRED WHITEWHITE BLUEBLUE Biohazard BagsBiohazard Bags Standard Trash Standard Trash Laundry Bags Laundry Bags

Saturated dressingsLiquids

Semi-liquidsPlacentas

PaperPaperMost dressingsMost dressings

IV bags and tubingIV bags and tubingEmpty blood bagsEmpty blood bags

ChucksChucksSolidified LiquidSolidified Liquid

All used linenAll used linen

INFECTION CONTROL:INFECTION CONTROL:Environmental HandlingEnvironmental Handling

INFECTION CONTROL:INFECTION CONTROL:Volunteer Illness PolicyVolunteer Illness Policy

For the safety of our patients, please stay home if you have For the safety of our patients, please stay home if you have any of the following symptoms:any of the following symptoms:

A fever of 100°F or moreA fever of 100°F or more Diarrhea or vomitingDiarrhea or vomiting A severe coughA severe cough A sore throatA sore throat

Please notify your Please notify your department supervisordepartment supervisor of your absence. of your absence.

Epidemiology Department 4-3318Epidemiology Department 4-3318

PRIVACY & CONFIDENTIALITYPRIVACY & CONFIDENTIALITY

PRIVACY IS. . .PRIVACY IS. . .Original control over access to and information Original control over access to and information

about oneself. about oneself.

The patient has original control over the The patient has original control over the information he or she chooses to share with information he or she chooses to share with others.others.

Layers of PrivacyLayers of Privacy

PublicPublic

SocialSocial

PersonalPersonal

Inner SelfInner Self

INTRUSIONS ON PRIVACYINTRUSIONS ON PRIVACYinclude but aren’t limited to. . .include but aren’t limited to. . .

The physical presence of an unwanted person.The physical presence of an unwanted person.

Observation by an unwanted person.Observation by an unwanted person.

Release of private information.Release of private information.

Spread of inaccurate information.Spread of inaccurate information.

Encroachment on personal decisions.Encroachment on personal decisions.

HEALTH CARE CONSIDERATIONSHEALTH CARE CONSIDERATIONS

Patients are Patients are vulnerablevulnerable..

Disclosure of information only by permission Disclosure of information only by permission of the patient.of the patient.

Particular care is required when colleagues Particular care is required when colleagues are patients.are patients.

REMEMBER THE 3 R’SREMEMBER THE 3 R’S

Right –Right – A patient’s privacy is a right, not a privilege A patient’s privacy is a right, not a privilege that we can take away.that we can take away.

Respect –Respect – Respect the dignity and privacy of all Respect the dignity and privacy of all persons.persons.

Resist –Resist – Resist the urge to discover personal Resist the urge to discover personal details and share confidential information.details and share confidential information.

DON’T GOSSIP!DON’T GOSSIP!

CONFIDENTIALITYCONFIDENTIALITY

The boundariesThe boundariessurrounding shared secretssurrounding shared secrets

and the process of guardingand the process of guarding

those boundaries.those boundaries.

The control over re-disclosureThe control over re-disclosureof information previously disclosed.of information previously disclosed.

WHAT IS WHAT IS HIPAA?HIPAA?

Health Insurance Portability and Health Insurance Portability and Accountability ActAccountability Act

Privacy of Protected Health InformationPrivacy of Protected Health Information– Patient medical records must be kept confidential Patient medical records must be kept confidential

(verbal, written or electronic communication).(verbal, written or electronic communication).– Patients have the right to see their medical information Patients have the right to see their medical information

and review for accuracy.and review for accuracy.– Patients have the right to know to whom their medical Patients have the right to know to whom their medical

information was released.information was released.– Health care providers may release only the minimum Health care providers may release only the minimum

amount of medical information necessary to meet the amount of medical information necessary to meet the intent of the request.intent of the request.


Security of Information and Information SystemsSecurity of Information and Information Systems (E-mail, fax, copier, trash, computer screens, printers)(E-mail, fax, copier, trash, computer screens, printers)– protect computer systems against unauthorized access.protect computer systems against unauthorized access.– protect information from unauthorized alteration.protect information from unauthorized alteration.– ensure access to those who have right to receive it.ensure access to those who have right to receive it.– have procedures to reasonably detect unauthorized have procedures to reasonably detect unauthorized

access.access.

Processes associated with Billing TransactionsProcesses associated with Billing Transactions


Any person or institution that creates or Any person or institution that creates or uses protected health information (PHI) is uses protected health information (PHI) is required to comply with HIPAA.required to comply with HIPAA.

There are stiff penalties for not complying:There are stiff penalties for not complying:– $100.00 accidental violation. . . up to . . .$100.00 accidental violation. . . up to . . .– $250,000 for malicious violations . . .$250,000 for malicious violations . . .


as well as prison.as well as prison.

MAJOR HIPAA POINTS . . .MAJOR HIPAA POINTS . . .Give patients their privacy and protect their confidentiality by:Give patients their privacy and protect their confidentiality by:

Keeping confidential information covered Keeping confidential information covered and out of viewing sight of the public.and out of viewing sight of the public.

Don’t have conversations with patients in Don’t have conversations with patients in public areas.public areas.

Do not reveal information you learn in the Do not reveal information you learn in the course of your duties with others.course of your duties with others.


Only disclose allowable directory information Only disclose allowable directory information (room number) when visitors ask for the (room number) when visitors ask for the patient by name.patient by name.

Only access information which you need to Only access information which you need to know in order to perform your duties.know in order to perform your duties.

Keep passwords private.Keep passwords private.


Do not leave patient information up on the Do not leave patient information up on the computer screen for public viewing.computer screen for public viewing.

Don’t throw patient information in the Don’t throw patient information in the garbage can. Place any protected health garbage can. Place any protected health information (PHI) in a secure recycle bin.information (PHI) in a secure recycle bin.

THE VOLUNTEER RULETHE VOLUNTEER RULE

Anything And EverythingAnything And EverythingI Become Aware OfI Become Aware Of

Because Of Or WithinBecause Of Or WithinMy Volunteer CapacityMy Volunteer CapacityIs Considered To BeIs Considered To Be

CONFIDENTIALCONFIDENTIALAnd May Not BeAnd May Not Be

Disclosed Unless IDisclosed Unless IAm Told Otherwise.Am Told Otherwise.

CASE STUDY #1CASE STUDY #1

A person approaches the main information desk A person approaches the main information desk asking for the room number of a patient he asking for the room number of a patient he knows knows is in the hospital. After looking at the patient is in the hospital. After looking at the patient information listing, the receptionist tells the inquirer information listing, the receptionist tells the inquirer that the patient is not listed and suggests he that the patient is not listed and suggests he telephone a family member.telephone a family member.

A volunteer overhears the conversation and knows A volunteer overhears the conversation and knows the patient was just admitted.the patient was just admitted.

What should the volunteer do? What should the volunteer do?


In a crowded waiting room the volunteer is checking in family In a crowded waiting room the volunteer is checking in family members.members.

A woman is having difficulty finding the correct waiting area. A woman is having difficulty finding the correct waiting area. Her brother is having surgery and the type of surgery Her brother is having surgery and the type of surgery determines where the family is sent to wait. She isn’t sure determines where the family is sent to wait. She isn’t sure what type of surgery he is having.what type of surgery he is having.

She becomes impatient with the volunteer and comes around She becomes impatient with the volunteer and comes around the desk to look at the surgery schedule to find the the desk to look at the surgery schedule to find the patient’s name and doctor.patient’s name and doctor.

What should the volunteer do?What should the volunteer do?


A volunteer working in the Emergency Department sees a A volunteer working in the Emergency Department sees a patient being escorted to a room. The patient attends patient being escorted to a room. The patient attends classes with the volunteer at school.classes with the volunteer at school.

The young man was injured in a car accident in which he was The young man was injured in a car accident in which he was at fault and was cited for a DUI. The patient avoids eye at fault and was cited for a DUI. The patient avoids eye contact with the volunteer and acts as though he doesn’t contact with the volunteer and acts as though he doesn’t notice him.notice him.

The next day at school the volunteer sees the patient in class The next day at school the volunteer sees the patient in class and wonders how he’s doing.and wonders how he’s doing.

What should the volunteer do?What should the volunteer do?

IF YOU SEE IF YOU SEE ANYTHINGANYTHING OR HAVE OR HAVE ANY CONCERNS. . .ANY CONCERNS. . .

regarding any aspect of patient confidentiality, regarding any aspect of patient confidentiality, privacy, potential HIPAA issues, infection control privacy, potential HIPAA issues, infection control concerns, patient safety issues, or anything that concerns, patient safety issues, or anything that might compromise the safety and security of might compromise the safety and security of Providence Sacred Heart Medical Center and Providence Sacred Heart Medical Center and Children’s Hospital patients, families or staff, Children’s Hospital patients, families or staff, please contact please contact

Volunteer ServicesVolunteer Services and they will make sure the incident is reported and they will make sure the incident is reported and investigated.and investigated.

What you need to know!What you need to know! As a volunteer you are assigned to a As a volunteer you are assigned to a specificspecific

departmentdepartment for which you are trained.for which you are trained.

Volunteers may not be called in to work in areas to Volunteers may not be called in to work in areas to which they are not assigned.which they are not assigned.

Staff members may not realize this and ask you to Staff members may not realize this and ask you to do something outside of the scope of your position do something outside of the scope of your position if you are outside your assigned area. if you are outside your assigned area.

What you need to know!What you need to know! This could present a liability issue to you This could present a liability issue to you

personally and to the hospital. It may also personally and to the hospital. It may also present a HIPAA violation.present a HIPAA violation.

You need to understand and adhere to the You need to understand and adhere to the boundaries of your position and relay that to boundaries of your position and relay that to anyone who asks you to do something anyone who asks you to do something outside of the position you’ve agreed to.outside of the position you’ve agreed to.

To Prevent This Situation!To Prevent This Situation! While on shift stay within your department or only go to While on shift stay within your department or only go to

those areas that are specifically related to your position.those areas that are specifically related to your position.

Don’t “wander the hallways” looking for something to Don’t “wander the hallways” looking for something to do, always report to your immediate supervisor for do, always report to your immediate supervisor for tasks.tasks.

Wait until after your shift to visit patients you may know Wait until after your shift to visit patients you may know in the hospital, then remove your name badge and in the hospital, then remove your name badge and uniform if possible before you go onto a floor to visit.uniform if possible before you go onto a floor to visit.

A Few More Words About Cell A Few More Words About Cell Phone Use. . .Phone Use. . .

Taking photos of any kind in the hospital is Taking photos of any kind in the hospital is strictly prohibited, even personal pictures strictly prohibited, even personal pictures taken on cell phones of family and friends.taken on cell phones of family and friends.

WHAT NEXT?WHAT NEXT?

When do I start??When do I start??Where do I go??Where do I go??Who do I report to??Who do I report to??How do I learn my job??How do I learn my job??

DEPARTMENT ORIENTATIONSDEPARTMENT ORIENTATIONS

Emergency Department OrientationEmergency Department Orientation– Friday, April 9Friday, April 9thth 2010; 12:30-2:30 p.m., Avista A Classroom, Main 2010; 12:30-2:30 p.m., Avista A Classroom, Main

Floor West Addition Floor West Addition – Friday, May 14Friday, May 14thth 2010; 12:30-2:30 p.m., Avista A Classroom, Main 2010; 12:30-2:30 p.m., Avista A Classroom, Main

Floor West Addition Floor West Addition

Children’s Hospital Pediatric OrientationChildren’s Hospital Pediatric Orientation– Wednesday, April 7Wednesday, April 7thth, 2010; 1 p.m. – 3:30 p.m. Meet in Volunteer , 2010; 1 p.m. – 3:30 p.m. Meet in Volunteer

Services, Main Floor West Addition. Services, Main Floor West Addition.

All OthersAll Others– You will be contacted to arrange training individually. Meet in You will be contacted to arrange training individually. Meet in

Volunteer Services, Main Floor West Addition.Volunteer Services, Main Floor West Addition.

Volunteer UniformVolunteer Uniform

JUST A FEW MORE THINGS…JUST A FEW MORE THINGS…

TIME TO FILL OUT YOUR FORMSTIME TO FILL OUT YOUR FORMS

Fill out and leave at table:Fill out and leave at table:– Last page of Volunteer Orientation ReviewLast page of Volunteer Orientation Review– Non-Employee Confidentiality & Non-Employee Confidentiality &

Nondisclosure StatementNondisclosure Statement– Integrity & Compliance Program Integrity & Compliance Program

AcknowledgementAcknowledgement– Volunteer Orientation Verification FormVolunteer Orientation Verification Form– Parking Pass Registration FormParking Pass Registration Form

ONE LAST THING. . .ONE LAST THING. . .

THANK YOUTHANK YOU

FOR THEFOR THE

GENEROUS GIFT OF GENEROUS GIFT OF

YOUR TIMEYOUR TIME

AND WELCOME TO AND WELCOME TO

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VOLUNTEER ORIENTATION. Volunteer Orientation Objectives By the end of this orientation, you should be able to... Describe your role in furthering the