annual training 2014

Volunteer Services TrainingAchieving Extraordinary!Our People, Our Care, Our Passion

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.

Patient Information & Visitor Escort Ambulatory Care Center Desk

Student Volunteers & Junior VolunteersStudents have many volunteer opportunities at South County Hospital. Whether you're looking to gain experience in healthcare or give back to your community, you'll be performing interesting and meaningful work. We welcome Student Volunteers (age 16 or older) and Junior Volunteers (age 12 or older).

Student Volunteer areas may include:

Medical Records Administrative Support

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

Our Values

• Caring• Respect• Integrity• Collaboration• Excellence

South County Hospital is Accredited by The Joint Commission – TJC

Who is TJC?An independent, not-for-profit organization, The Joint Commission accredits and certifies more than 19,000 health care organizations and programs in the United States.

Joint Commission accreditation and certification is recognized nationwide as a symbol of quality that reflects an organization’s commitment to meeting certain performance standards.

The Joint Commission

Infection Prevention & Control

Diane Steverman RN, CICInfection Preventionist,Bacon House, Lower Level

Lee Ann Quinn BS, RN, CIC DirectorDIANE

LEE ANN

MissionThe 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.


ZERO TOLERANCEA Change of the CultureWe 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

Susceptible Host

Means of Transmission

Portal of ExitReservoir

Portal of Entry

H1N1

Person Secretions

Cough Droplet, Contact, Airborne

Person Eyes, Nose and Mouth

Infectious

Agent


Standard Precautions

BloodBodily FluidsSecretions Excretions (except sweat)Non-intact skin Mucous membranes

Apply to all patients, regardless of suspected or confirmed infection status – to protect yourself and patients

Standard Precautions cover:


Potential exposures to blood and body fluidsPrevention is the Goal – HIV, Hepatitis B, Hepatitis C

If you are exposed:Stop ImmediatelyFirst AidReport to Volunteer CoordinatorGo to ER for an Evaluation & TreatmentFollow up Employee Health, x1656, Monday - Friday 8:30 a.m. -12:30 p.m.


Isolation Precautions for Volunteers

When a patient is suspected of having or is diagnosed with an infectious disease that may be spread to others, the patient is placed on isolation precautions.

An isolation precaution sign will be posted outside the door entry of the patient’s room. Always check for any signs before entering a room. If an isolation sign is present, as a Volunteer, do not enter the patient’s room.

Clean your hands- we monitor! To date we are 94% Compliant Hand Washing – Soap & WaterWet 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 shiftBefore eating After using the restroomAfter contact with a patient’s non-intact skin (rash, wound)When hands are visibly soiled


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

…Or clean your hands withAlcohol Hand Rub – Rub into all surfaces until dry.Use:• After contact with a patient’s intact skin• After removal of gloves, masks, gown• After contact with potentially contaminated objects in the patient’s immediate vicinity• Before donning gloves to insert an indwelling catheter

Do NOT Alcohol Rub Use:• After using bathroom• When hands are visibly soiled• After caring for patients with diarrhea or non-intact skin


Remember!


Cover nose and mouth

Cover your cough using the inside of your elbowDo it in your Sleeve!

After wiping your nose with a tissue dispose of the tissue and clean your hands

Respiratory Hygiene Cough Etiquette


Mycobacterium TuberculosisSigns and Symptoms: Weakness Fatigue Night Sweats

Patients: Airborne isolation precautions

Health Care Worker or Volunteer: Screened upon hire and yearly (direct patient care area) with a

skin test


Cough > 3 weeksWeight LossBlood in Sputum

Volunteer DepartmentStay home if you are sick:

Pink EyeDiarrheal IllnessFlu like symptoms

Remember:Never touch needles or other sharps!Wash or Disinfect your hands often!


Compliments, Complaints & Grievances

HIPAA & Incident Reporting

Claudia Chighine, PI Analyst, Quality, Regulatory & Corporate Compliance

Lisa Munkelwitz, Risk Analyst

Performance Improvement &Quality Department

This department needs to be notified with Patient Complaints, Grievances and Compliments related to the Hospital or Physicians Offices affiliated with the Hospital.

Any DepartmentDoctorNursingFront Line StaffDietary

Performance Improvement &Quality Department

Complaint - If a Patient greets you in the Hospital and is sharing a complaint with you, please call x1467 for Claudia Chighine. She will make every effort to come and meet with them right away. If she isn’t available, leave a detailed message and explain that Claudia will be in touch with them right away.

Compliment – We have comment cards available for compliments or complaints; Please send interoffice to Claudia’s attention or dropped off at the Volunteer Coordinator’s office.

Patients and their families have a legal right to expect that confidentiality of information will be preserved.

Unlawful use or disclosure of information may expose you and the hospital to civil and criminal liability.

Any breach of confidentiality will result in the automatic dismissal of a volunteer.

Risk Management Department

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

What is PHI?


Volunteers will discuss information only in private spaces and not in elevators, hallways, cafeteria, lobbies, waiting rooms, parking lots, or other public space in the hospital or elsewhere.

Volunteers must observe these precautions at all times.

All issues of concern will be shared only with the appropriate staff.

Volunteers may not have access to patient's charts.


Safety is a volunteer's business. You must consider yourself a constant member of the Safety Team:

Report all security emergencies and security related incidents, such as suspicious person or activity, by calling the emergency line at x1511.Report defective or broken equipment, including wheelchairs, immediately to the Volunteer Coordinator. Observe warning signs; they are for everyone's protection.Always walk; do not run. Keep to the right and use extra caution at corridor intersections.

Environment of Care Safety


Do not assume more responsibility than your training and ability allow (even when asked by staff member). Always seek help when you need it.

Never engage in horseplay or practical jokes on hospital premises.

If you find foreign matter or a spill on the floor or see anything that could cause a possible hazard: Call the switchboard to request housekeeping and block off the area so no one gets injured.

Report all volunteer injuries to your supervisor immediately. Be aware of all Hospital Emergency Codes as described on

your badge.


An “event” is any unusual occurrence, adverse reaction, negative response, or untoward (unfortunate) event involving a patient, visitor, employee or any deviation from approved policy and procedure or adopted standard which could or did result in injury.

Report any unsafe conditions or volunteer injuries to the Volunteer Coordinator.Reports include accidents, injuries, and anything unusual that

occurs on the hospital premises to a volunteer, patient, employee or visitor.

Risk Management DepartmentEvent Reporting

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


Your supervisor will need to complete an Event Report Form so please take note of and report all information such as details of the event, statements made by involved parties, witnesses and contact information if injury/event involves a non-patient.

All events must be reported to the Volunteer Coordinator immediately.

If and individual is injured they should be offered immediate medical attention in the Emergency Department.

If you would like to anonymously report a safety concern, you may leave a message at x1847.


Wheelchair

Safety Tips

Volunteers SHOULD NOT: •Lift a patients, transport bariatric patients (those requiring use of the oversized wheelchair)•Move too fast as a sudden stop may jolt the patient

Volunteers SHOULD:•Give patients the right of way – be ready to yield •ALWAYS watch clearance of patient’s feet, hands and elbows when moving, going through doors or around corners or entering elevators. •Avoid accidents by watching for floor conditions such as wet spots and carpets.

Customer Service, Fall Prevention, Emergency CodesDonna Donilon, PhD, RN, Director, Professional Practice

Always put the patient firstFollow the “golden rule”- treat others as you would like to be

treatedFollow our Guiding Values: Caring- Respect- Integrity-

Collaboration- Excellence How we interact and communicate with our patients creates a

positive impression and memorable experiences

Customer Service

Please watch The Patient Experience, a short video located directly under this training slide show on the Volunteer Portal. It is a touching and meaningful look into the patient’s thoughts during a visit to a hospital.

ACT InitiativeAcknowledge the patient, their concerns and with questions.

Be sincere in listening, answers and communication.

Care- seek to correct the issue for the patient and family.

Take Action to make the patient’s experience the best it can be. This includes how we interact with the patient. Assist the patient (within the scope of your role), or seek assistance in having the patient's issues resolved.

Customer Service

Fall PreventionPatients are assessed for fall risk by the Registered Nurse.Patients who are identified as at risk for fall have a yellow

falling star sign outside their door, and wear a yellow wrist band.

Fall risk can change at any time during a patient's hospital stay.

Customer Service

No Pass Zone: If a patient seems at risk for falling (weak, unsteady), notify

the nurse right away and redirect the patient to wait for nurse. If the patient has fallen, do not move the patient. Call for help.

The patient will need to be assessed for injury before being

moved. Fall prevention is everyone’s job!Awareness and communication helps to keep our patients safe.

Customer Service

It’s all in the code!

Standard Codes used

by all Hospitals in RI

Code Red: FIRECall Switchboard x1511 to report a fire, smoke or respond to an activated fire

alarm.

General Staff Response: Take “R.A.C.E”

Rescue, Alarm, Contain, Extinguish steps if fire is in your area.

If the code is called in another area or department other than yours, the department should assign someone to:

Check pull stations, heat detectors, and smoke detectors for the activated device. If you locate a device that has been activated, call the switchboard.

Do Not let anyone in or out of the area. Respectfully inform them of the situation and to stay in place.

Emergency Codes

Code Red: FIRECheck all rooms in your area for a fire. If all areas are checked and

no fire is found, your supervisor will call the Switchboard on the regular line, stating “All Clear” in your area.

Remember:Stay where you are if your area isn’t affected. NO passing through

Fire Doors and do not use elevators.If an emergency situation arises requiring you to return to

department, avoid the area in Code Red status. Know your evacuation route out of your department, if necessary.

Emergency Codes

Code 78: Fire Alarm System Off

All staff to be aware “On Fire Watch.”Report all fire/smoke to Emergency Operator at x1511

Emergency Codes

Code Blue: Cardiac Arrest

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

Emergency Codes

Code Amber: Child AbductionCall Switchboard x1511 to give as much as possible a description of the

person who is missing or abducted.

General Staff Response:

Every area or department should assign someone to: Go to nearest stairwell, elevator, or exit and observe anyone fitting the

description. Advise the person to stay in place and notify the switchboard of the location where to send help assistance.

Do Not let anyone in or out of the area. Respectfully inform them of the situation and to stay in place.

Lockdown maybe necessary, so please make sure all stairwells and exists in your area are monitored until the code has been cleared.

Emergency Codes

Code Silver: Person with WeaponGeneral 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 PoliceIf someone insists on leaving the area, do not stop them. Get a

description of the person for the police.

Emergency Codes

Code Green: Bomb Threat Call Switchboard x1511 to report a suspicious package or a report of someone calling to inform you of a bomb threat or a suspicious package on the grounds.

General Staff Response:Check your area for any suspicious packages or items. Do Not touch packages or envelopes. Report anything unusual to the switchboard and they will send someone to confirm.During the confirmation the team may restrict that area, and surrounding areas, and may also lead up to lockdown, if necessary. Wait to hear from your supervisor or someone in charge of your area on next steps, otherwise normal operations in your area.

Emergency Codes

Code Grey: Security TeamCode Grey is called when security is requested.

Security /Behavioral Team to respond: Do not enter the area and all other areas during this code will

resume under normal operations. Based on the situation when the team arrives, the team leader

will request a call to the police if necessary.

Emergency Codes

Code Triage: Standby This code is called when the hospital is planning for activation of Code Triage because of a possible event such as a mass casualty event or Pre-Hurricane Planning.Administrative section Chiefs to respond to Incident Command Center

(ICC), located Borda Ground Conference Room x1578, to review the situation.

Decision to activate Code Triage will be determined by Incident Command Team.

Emergency Codes

Code TriageDisaster Plan In Effect:Incident Command Center team or designee will activate the

Emergency All Hazards Operation Plan and a specific response plan.

What is your responsibility during Code Triage?Wait for assignment from the Volunteer Coordinator or

department manager as to specific tasks in your area. In the case of inclement weather, take precaution and follow

instruction from RI Emergency Management Agency.

Emergency Codes

Code Orange: Hazardous MaterialDO NOT: Clean up spill.Assist anyone that have had contact with the chemical.

DO: Close all doors to spill area.

Notify your supervisor of the chemical spill. All chemicals must have a Materials Safety Data Sheets (MSDS) on file in Facilities Management.

Notify the Emergency Operator at x1511 to report. Switchboard will Notify Fire Department, if appropriate.

Emergency Codes

Code Yellow: Trauma TeamTrauma Patients are efficiently treated with Internal Emergency

Department Response.Stay in your assigned area and stay out to the affected area until code

is cleared.

Emergency Codes

Thank you for participating in our Annual Training & Competency.

To complete this step, please take a short quiz found below and

a confirmation will be sent to the Volunteer Coordinator.

Thank you for your service!

You may keep this slideshow open for information review.

annual training 2014

Health & Medicine