VOLUNTEER ORIENTATION

1. VOLUNTEER ORIENTATION

2. Volunteer Orientation Objectives By the end of this orientation, you should be able to ... • Describe your role in furthering the Mission and Values of Providence Sacred Heart Medical Center. • Exhibit good customer service behaviors: - Telephone etiquette - Welcoming visitors, patients and staff in a helpful, friendly manner - Assisting people in finding their way around the medical center • Transport patients safely: - Wheelchair safety - Proper body mechanics • Locate emergency codes and identify the telephone number to call when presented with any emergency. • Demonstrate proper hand-washing techniques. • Describe your role in protecting patient confidentiality.

4. Sisters of Providence Provinces and Sponsored Providence Health & Services • Holy Angels Province • Alberta • British Columbia CANADA Montreal 1 ProvinceMontreal, Quebec Emilie Gamelin Province Mother Joseph Province Providence Health & Services • Alaska • Oregon • California • Washington/Montana • Providence Health Care Ministries • St. Mary Medical Center, Walla Walla • Idaho • Montana • St. Patrick, Missoula • St. Joseph, Polson • St. Thomas Child & Family Center, Great Falls • University of Great Falls PROVIDENCE HEALTH CARE MINISTRIES • Providence Sacred Heart Medical Center & • Sacred Heart Children’s Hospital • Providence Holy Family Hospital • Providence Mount Carmel Hospital (Colville) • Providence St. Joseph’s Hospital (Chewelah) • Providence Emilie Court Assisted Living • Providence Adult Day Health • Providence St. Joseph Care Center • Providence VNA Home Health • Providence DominiCare (Chewelah) • Providence Physician Services • Providence Associates Medical Laboratories (PAML) • 4 Provinces in The United States, Canada & • South America • Mother Joseph Province, USA, West • Holy Angels Province, CANADA, West • Emilie Gamelin Province, CANADA, East • Bernard Morin Province, CHILE Updated: 01/09

5. MISSION & VALUESThe Providence Commitment Our Mission As People of Providence, We reveal God’s love for all, Especially the poor and vulnerable, Through our compassionate service.

6. The Providence CommitmentOur Core Values Respect All people have been created in the image of God, Genesis 1:27 We welcome the uniqueness and honor the dignity of every person We communicate openly and we act with integrity We develop the talents and abilities of one another Compassion Jesus taught and healed with compassion for all, Matthew 4:24 We 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 those we serve We embrace those who are suffering

7. The Providence CommitmentOur Core Values Justice This is what the Lord requires of you: act with justice, love with kindness and walk humbly with your God. Micah 6:8 We believe everyone has a right to the basic goods of the earth We strive to remove the causes of oppression We join with others to work for the common good and to advocate for social justice Excellence Much will be expectedof those who are entrusted with much. Luke 12:48 We set the highest standards for ourselves and for our ministry We strive to transform conditions for a better tomorrow while serving the needs of today We celebrate and encourage the contributions of one another

8. The Providence CommitmentOur Core Values Stewardship The 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 good We strive to care wisely for our people, our resources and our earth We seek simplicity in our lives and in our work

10. Customer Service CUSTOMER SERVICE. . . IN A HOSPITAL ? ! ? ! • Who are our customers? • Patients • Family members • Visitors • Doctors • Vendors • Volunteers, co-workers, and other departments

11. Customer Service • The 10 Foot Rule • Acknowledge anyone within 10 feet walking toward you in the hallway with eye contact, a smile and/or a pleasantry. • If a person appears lost, introduce yourself and ask if he needs help finding his destination. If he does, escort him there. • 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 destination or have another escort accompany him. • Give instructions to a visitor on how she can get back to her car.

12. Customer Service • Elevator Etiquette • Acknowledge those in the elevator with eye contact, a smile and/or small talk. • Hold the elevator door for passengers getting on or off. • Wait to enter the elevator until all passengers who are getting off have had the opportunity to exit. • Don’t talk or text on cell phones. Cell phones are only to be used on break or after shift.

13. Customer Service • One Up – Two Down • If you are going up one floor • Use the stairs • If you are going down two floors • Use the stairs

14. Customer Service • Telephone Etiquette • Answer the telephone within three rings. • SMILE! Then. . . • Greet the caller “Good Morning” • Identify facility “Providence Sacred Heart Medical Center “ • Identify department “Errands & Escorts” • Identify self “This is Bubba…” • Offer assistance “How may I help you?” Please don’t eat or chew gum while on the telephone.

15. Customer Service • Entering or Exiting a Patient’s Room • Knock on the patient’s door and ask if you may 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. • Upon entering the patients room, identify yourself and why you are there: • “Hi, I’m John. I’m here to deliver flowers.” • Before leaving a patient’s room always ask: • “Is there anything else I can do before I leave.” • As you leave the patient’s room ask: • “Would you like your door/curtain closed for your privacy?”

17. Wheelchair Basics Leg Rest Latch Leg Rest Height Adjustment Brake Foot Rest

18. Transporting a Patient • Introduce yourself. • Two patient identifiers: check patient’s armband and ask his name. • Assess wheelchair size for patient’s comfort. Contact Patient Transport at 4-2026 for a larger or smaller wheelchair. • Converse with patient. • Walk slowly and stay clear of doorways; use intersection mirrors. • Back patient onto elevators. • Never leave a patient unattended. • Never transport: - Ill or unstable patients. - Patients on oxygen or any other medical device.

19. Patient Transport Elevators Transport Elevator Priorities 1. Code patients 2. Patients on a respirator or monitor 3. Patients transported by Patient Transport • Equipment being transported Tips • Loading order is first one on, last one off. • Push the green button to hold doors open for 90 seconds. • If possible, don’t use patient transport elevators.

20. Signs R Restraints High Risk for Falls

21. Body MechanicsPreventing Self Injury With Proper Use of Your Body • Maintain proper posture. • Plan ahead. • Push or pull heavy objects. • Use legs to move or lift objects. • Avoid twisting. • Break activity into smaller steps. • Avoid prolonged positions and repetitive movements. • Keep objects close.

23. SAFETY & SECURITY KNOW THE NUMBER! 4 5 5 5 5 4-5555 TO CALL A CODE!

24. SAFETY & SECURITY KNOW WHAT TO SAY! IDENTIFYYOURSELF. IDENTIFYTHE CODE. IDENTIFYYOUR LOCATION. • Dial-4-5555 • Identify Self-This is Jake from Patient Transport. • Identify Code -I have a Code Blue - Adult. • Identify Location -I’m at the Main Front Information Desk.

25. SAFETY & SECURITY KNOW THE CODES! CODEBLUEEmergency medical situation needing additional help CODE 77 Bomb Threat AMBER ALERTInfant/child abduction An Infant or child is missing or abducted

26. SAFETY & SECURITY KNOW THE CODES! • CODEGRAYCombative/Hostile Person • CODESILVERWeapon/Hostage Situation

27. SAFETY & SECURITY • EXTERNAL TRIAGE: External Disaster • Phase 1: Prepare for arrival of casualties • Phase 2: First casualty arrives • INTERNAL TRIAGE: Internal Disaster • Announcement of affected system. “Computer system down.” • Consult appropriate internal policy.

28. SAFETY & SECURITY • CODE RED - FIRE RACE Rescue the endangered patient. Activate an alarm box. Contain the fire and smoke; close doors. Evacuate if instructed.

29. SAFETY & SECURITY • VOLUNTEER’S PRIMARY ROLE • BE OBSERVANT! • HELP WHEN ASKED! • KEEP DOING YOUR JOB! We’re still caring for patients!

31. INFECTION CONTROL: Hand HygieneWhat’s on your hands? MDROs (Multidrug-Resistant Organisms) - MRSA (Methicillin-resistant Staph aureus) is most common. - Most often spread by direct contact from person to person. Use soap and water when your hands are visibly dirty; otherwise hand gel works great. When should you practice hand hygiene? • When hands contact blood or body fluids. • After removing gloves. • Before and after eating, smoking or applying cosmetics. • After using the restroom. • Immediately before touching a patient. • After touching a patient. • Before going into supply cupboards. WASH YOUR HANDS … patients are watching!

32. INFECTION CONTROL: Precautions • Standard Precautions • Hand Hygiene • Gloves - Use when anticipating contact with body substances, non-intact skin and when cleaning equipment. - Use a fresh pair with each patient. - Remove without contaminating your hands. - Wash your hands after each use. • Gowns • Masks • Protective Eyewear • Secondary Precautions 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 protection) and the vial is placed in a clear plastic bag (second level of protection).

33. INFECTION CONTROL: Isolation PrecautionsWatch for signs! Precaution signsare used to identify patients with communicable diseases. Volunteers may not enter these rooms: - Contact Precautions - Droplet Precautions - Airborne Precautions Blue “STOP” signsare used for patients who are highly susceptible to infection and require additional measures. Volunteers may notenter these rooms.

34. INFECTION CONTROL: Respiratory EtiquetteCover Your Cough Cover your mouth and nose with a tissue when you cough or sneeze or… cough or sneeze into your upper sleeve, not your hands. Put your used tissue in a waste basket. Wash your hands with soap and water. Wear a mask to protect others.

35. REDWHITEBLUEBiohazard Bags Standard Trash Laundry Bags INFECTION CONTROL:Environmental Handling Saturated dressings Liquids Semi-liquids Placentas All used linen Paper Most dressings IV bags and tubing Empty blood bags Chucks Solidified Liquid

36. INFECTION CONTROL:Volunteer Illness Policy For the safety of our patients, please stay home if you have any of the following symptoms: • A fever of 100°F or more • Diarrhea or vomiting • A severe cough • A sore throat Please notify your department supervisor of your absence. Epidemiology Department 4-3318

38. PRIVACY & CONFIDENTIALITY • PRIVACY IS. . . Original control over access to and information about oneself. The patient has original control over the information he or she chooses to share with others.

39. Layers of Privacy

40. INTRUSIONS ON PRIVACYinclude but aren’t limited to. . . • The physical presence of an unwanted person. • Observation by an unwanted person. • Release of private information. • Spread of inaccurate information. • Encroachment on personal decisions.

41. HEALTH CARE CONSIDERATIONS • Patients are vulnerable. • Disclosure of information only by permission of the patient. • Particular care is required when colleagues are patients.

42. REMEMBER THE 3 R’S • Right –A patient’s privacy is a right, not a privilege that we can take away. • Respect – Respect the dignity and privacy of all persons. • Resist – Resist the urge to discover personal details and share confidential information. DON’T GOSSIP!

43. CONFIDENTIALITY • The boundaries surrounding shared secrets and the process of guarding those boundaries. • The control over re-disclosure of information previously disclosed.

45. WHAT IS HIPAA?

46. Health Insurance Portability and Accountability Act • Privacy of Protected Health Information • Patient medical records must be kept confidential (verbal, written or electronic communication). • Patients have the right to see their medical information and review for accuracy. • Patients have the right to know to whom their medical information was released. • Health care providers may release only the minimum amount of medical information necessary to meet the intent of the request.

47. Health Insurance Portability and Accountability Act • Security of Information and Information Systems(E-mail, fax, copier, trash, computer screens, printers) • protect computer systems against unauthorized access. • protect information from unauthorized alteration. • ensure access to those who have right to receive it. • have procedures to reasonably detect unauthorized access. • Processes associated with Billing Transactions

48. Health Insurance Portability and Accountability Act • Any person or institution that creates or uses protected health information (PHI) is required to comply with HIPAA. • There are stiff penalties for not complying: • $100.00 accidental violation. . . up to . . . • $250,000 for malicious violations . . .

49. Health Insurance Portability and Accountability Act • as well as prison.

50. MAJOR HIPAA POINTS . . .Give patients their privacy and protect their confidentiality by: • Keeping confidential information covered and out of viewing sight of the public. • Don’t have conversations with patients in public areas. • Do not reveal information you learn in the course of your duties with others.