Volunteer Handbook PHC - Providence · 2019-08-20 · eﬀort to ﬁnd a more appropriate...

“We make a living by what we get, we make a life by what we give.”

—SIR WINSTON CHURCHILL

Volunteer Handbook

You are this hospital. You are what people see when they arrive here. Yours are the eyes they look into when they are frightened and lonely. You are the voices people hear when they ride the elevators, when they try to sleep, or try to forget their problems. You are what they hear on their way to the appointments that could affect their des nies. Yours are the comments people hear when you think they can’t. Yours is the intelligence and caring that people hope they’ll find here. If you are noisy, so is the hospital. If you are rude, so is the hospital. And if you are wonderful—so is the hospital. No one can ever know the real you, the you that only you know is there—unless you let them see it. All they know is what they see and hear and experience. And so we have a stake in your a tude and in the collec ve a tudes of everyone who works at the hospital. We are judged by your performance. We are the care you give, the a en on you pay, the courtesies you extend.

—Adapted from Einstein Hospital, Philadelphia

Elaine Couture, RN, BSN, MBA Execu ve Vice President and Regional Chief Execu ve, Providence Health & Services, WA/MT Chief Execu ve, Providence Health Care Providence Health Care (PHC) Eastern Washington is the parent organiza on of a number of Catholic health care ministries sponsored by the Sisters of Providence and the Dominican Sisters in Spokane and Stevens coun es. These ministries include:

HOSPITALS Providence Sacred Heart Medical Center & Children’s Hospital Providence Holy Family Hospital Providence Mount Carmel Hospital Providence St. Joseph’s Hospital

OTHER HEALTH SERVICES Providence Adult Day Health Providence DominiCare Providence Emilie Court Assisted Living Providence House of Charity Clinic Providence Medical Group Providence Medical Park Providence St. Joseph Care Center & Transi onal Care Unit Providence VNA Home Health St. Luke’s Rehabilita on Ins tute

Providence St. Joseph Health is the parent organiza on of PHC. Together, over 100,000 caregivers serve in 50 hospitals, over 800 clinics, and in a comprehensive range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas, and Washington. OUR MISSION As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are vulnerable.

OUR VALUES Compassion. Dignity. Jus ce. Excellence. Integrity.

OUR VISION Health for a be er world.

OUR PROMISE Know me. Care for me. Ease my way.

Volunteer Services PROVIDENCE HEALTH CARE Johanna Bakker, Senior Manager [email protected] 509‐474‐4507 PROVIDENCE SACRED HEART MEDICAL CENTER & CHILDREN’S HOSPITAL Brenda Johnson, Manager [email protected] P.O. Box 2555 101 West Eighth Avenue Spokane, WA 99220 509‐474‐3166 PROVIDENCE HOLY FAMILY HOSPITAL Kim Hooper, Manager [email protected] 5633 North Lidgerwood Street Spokane, WA 99208 509‐482‐2233 PROVIDENCE MOUNT CARMEL HOSPITAL Sharon Loan, Administra ve Assistant 982 East Columbia Avenue Colville, WA 99114 509‐685‐5486 PROVIDENCE ST. JOSEPH’S HOSPITAL Angela Proszek, Ac vity Coordinator 500 West Webster Avenue Chewelah, WA 99109 509‐935‐5266

TABLE OF CONTENTS Welcome .......................................................................................................................................................................... 1 Volunteer Rights & Responsibili es ................................................................................................................................ 2 Volunteer Informa on ..................................................................................................................................................... 3 Our Ministries .................................................................................................................................................................. 5 Our Heritage .................................................................................................................................................................... 6 Our Mission & Values ....................................................................................................................................................... 8 Providence Experience .................................................................................................................................................... 9 Providence Code of Conduct ........................................................................................................................................... 10 Protec ng Pa ent Informa on and Privacy (HIPAA) Integrity and Compliance Quality of Care and Pa ent Safety Diversity, Discrimina on, Harassment and Workplace Violence Safety & Security ............................................................................................................................................................. 14 Wheelchairs ..................................................................................................................................................................... 17 Infec on Control .............................................................................................................................................................. 18

Welcome 1

Welcome Welcome to Providence Health Care. By answering the call, you are joining in a tradi on of service that began over 150 years ago when five Sisters of Providence arrived in the Pacific Northwest. Today, we carry on that tradi on by working as an integrated health care delivery system in the Inland Northwest to Create Healthier Communi es Together. Our Mission, which came directly from the Sisters, is to “Reveal God’s love for all, especially the poor and vulnerable, through our compassionate service.” As you begin your Providence journey, I’m excited to introduce you to this Mission and look forward to seeing you achieve your poten al in this worthwhile and aspiring work.

Health care is an ever‐changing landscape with the con nuous introduc on of new technologies, regula ons, and new ways of delivering care. Following in the footsteps of our founders, we con nue to respond to the signs of the mes by expanding access to services, improving health care delivery, and introducing breakthrough technologies and services. The success of Providence lies in the strength and commitment of each of you, and in all the other outstanding caregivers who serve alongside you. You are the face of Providence to our pa ents, visitors, and co‐workers that you interact with each day. Thank you for joining us in the important work of Crea ng Healthier Communi es, Together. We hope that you find rich personal challenges and rewards in the years ahead, as we carry out the Mission together.

Elaine Couture Elaine Couture, RN, BSN, MBA Execu ve Vice President and Regional Chief Execu ve, Washington and Montana, Providence Health & Services Chief Execu ve of Providence Health Care

Volunteer Rights & Responsibilities VOLUNTEER RIGHTS Volunteers should expect and enjoy certain rights when serving:

To be treated as a valuable team member … not just free help.

To be given suitable assignments that consider personal preference, temperament, life experiences, educa on and employment background.

To be given adequate informa on and training to carry out assignments, including training for greater responsibility.

To be told about the organiza on, its policies and its programs.

To be given sound guidance and direc on of a willing and experienced caregiver.

To a wri en volunteer posi on descrip on and a designated place to work that is conducive to work and worthy of the job to be done.

To be heard, to feel free to make sugges ons, discuss problems and ask ques ons.

To receive recogni on for a job well done.

VOLUNTEER RESPONSIBILITIES As you commit to be of service, you accept an obliga on. Consider the following as you structure your volunteer life.

Be sure. Look into your heart and know you really want to serve others and are willing to take the extra step to do so graciously.

Be convinced. Don’t offer to serve con nuously unless you believe in the value of what you’re doing and are convinced it is where you want to help.

Be loyal. Tac ully offer sugges ons if you see a be er way of doing something, but realize you may not be aware of all aspects of the situa on. Speak posi vely about your organiza on, its employees and volunteers.

Accept the rules. Don’t cri cize what you may not understand. Ask for clarifica on if something does not seem right to you, but be willing to follow whatever rules have been established.

Be willing to learn. Training is essen al to any job well done. Know all you can about your job and then learn all about your organiza on so you can be er understand your role.

Welcome supervision. You will do a be er job and enjoy it more if you know what you are doing and what is expected of you.

Be dependable. Be there when you have said and do what you agreed to do.

Be a team player. Find a place for yourself on the team. Take pride in the work that you do and the people you are helping.

Do unto others. No ma er what you are doing or who you are serving, put yourself in the place of the other person. Would you want to be helped by you? If so, you’ve probably found a volunteer gem to give your life an extra facet!

Volunteer Rights & Responsibili es 2

Volunteer Information PLACEMENT Volunteer Services strives to place volunteers according to their skills, interests and availability, as well as mee ng the needs of our pa ents and hospitals. If placement isn’t sa sfactory for a volunteer or a department, we will make every effort to find a more appropriate assignment.

PERSONAL APPEARANCE AND DRESS CODE In providing health care services in accordance with the Mission of Providence Health & Services, Providence Health Care (PHC) is commi ed to maintaining an environment which reflects quality care, professionalism and a spirit of service and hospitality. Accordingly, volunteers are expected to be neat, clean and properly groomed so as to present themselves in a manner that reflects that environment and is safe and appropriate for the services they perform. Highlights of our dress code policy are provided below. For a copy of the complete policy, please contact Volunteer Services. Addi onally, your campus and/or service area may have different policies that supersede those listed below.

In general, clothing and footwear must be professional in appearance and appropriate for service du es and se ng. Clothing style must be conserva ve (not ght, low‐cut or revealing) and must also be clean, wrinkle‐free, odor‐free and in good repair. Badge A Providence ID badge is mandatory and must be visible and worn above the waist (either clipped near the shirt collar or on a lanyard). Fingernails Nails must be clean, neatly trimmed or manicured; nail polish must be in good repair. Natural nails ps over 1/4‐inch long, ar ficial nails or nail extenders may not be worn by volunteers in clinical or food service se ngs. Fragrances Fragrances of any kind may not be worn in clinical or food service se ngs. Fragrances worn in modera on are acceptable in non‐clinical/non‐food service areas. Hair Hair, including facial hair, should be a natural appearing color, neat, clean and well‐groomed. Hair length and/or style may not impair vision or interfere with du es. Jewelry Jewelry must be simple and conserva ve. Earrings are limited to three or fewer per ear. Rings are limited to two or less per finger per hand, excluding wedding bands. Scrubs Scrubs may not be worn by volunteers, unless required for infec on control purposes. Shirts Shirts must be professional in style and color. T‐shirts and sweatshirts are not allowed. Sleeves may be long or short but must cover shoulders. Pants Pants must be professional in style and color. Capri‐length pants are acceptable. Denim in any color, sweatpants and leggings as pants are not allowed. Shoes Close‐toed and slip resistant shoes are required in clinical and food service roles. Open‐toed shoes are acceptable for non‐clinical/non‐food service volunteers, but must be of a professional, business style. Casual sandals and flip flops are not allowed. Skirts Skirts may not be shorter than three inches above the knee. Ta oos Excessive or inappropriate ta oos, i.e., anything that might be offensive, derogatory or in mida ng to pa ents must be covered.

ILLNESS Please stay home if you have a fever of 100°F or more (and un l you’re fever free for at least 24 hours without medica on), diarrhea, vomi ng, a severe cough and/or a sore throat.

Volunteer Informa on 3

HEALTH SCREENING* To protect you and our vulnerable pa ents, you must be willing to meet and/or provide documenta on of the following health requirements:

Flu vaccine: During flu season (October ‐ May), receive an annual flu vaccine or sign a declina on. If not vaccinated, you must wear a mask during high flu season (per regional health district) wherever pa ents may be present. Tuberculosis (TB) tes ng: Blood test for TB (current within 30 days). If you have a

history of posi ve TB, you will be required to provide test results, chest x‐ray reports, and documenta on from your medical provider. Measles, mumps, and rubella (MMR): Two MMR vaccines and/or posi ve MMR ters, or sign a declina on. Chickenpox (Varicella): Two Varicella vaccines and/or a posi ve Varicella ter, or sign a declina on. Hepa s B (Hep B): Hep B vaccina ons (series of three) and a post‐vaccina on series ter, or sign a declina on. Tetanus, diphtheria, and pertussis (Tdap): Tdap vaccine, or sign a declina on. *If you cannot provide documenta on and are 18 years of age or older, tests and immuniza ons will be offered at no cost. If you cannot provide documenta on and are 16‐17 years old, tests and the flu vaccine will be offered at no cost; however, you will be referred to your primary care provider for all other immuniza ons.

ATTENDANCE Scheduling: Volunteers are important team members so please make every effort to honor your commitment. Volunteer dependability is essen al to effec ve performance. Please no fy your department when you cannot make your scheduled shi . Please contact Volunteer Services if you will be absent for an extended period of me, need to change your shi , or

need a new assignment.

Holidays: New Year’s Eve, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day (and the day a er), Christmas Eve, Christmas Day. If a holiday falls on a weekend, it’s also recognized on the Friday or Monday closest to the holiday.

Hours: Per your campus policy, please record your hours every me you volunteer, including when helping with special projects. Accurately recording your hours is important because it: Documents that you were officially on duty as a volunteer. Provides coverage in the event of accident or illness that may require medical treatment. Ensures Providence maintains adequate liability insurance coverage.

ENDING YOUR SERVICE While we appreciate your service, we understand that the me may come for you to end your service with us. If you need to end your service, please contact your local Volunteer Services/Auxiliary office as soon as possible so that your department may say good‐bye and so that we have an opportunity to find another volunteer for your department.

DISMISSAL While rare, occasionally we must terminate a volunteer’s service. We will always review situa ons and make every effort to resolve issues before taking that measure; however, certain viola ons are cause for immediate dismissal and include, but are not limited to: gross misconduct/insubordina on, repor ng for an assignment under the influence of drugs or alcohol, convic on of a crime, mistreatment of others and release of confiden al informa on.

CELL PHONE POLICY Please refrain from using your cell phone while on duty, except in the case of an emergency.

NON‐SMOKING FACILITIES Smoking is prohibited in all buildings and on all grounds of our campuses, including parking lots.

Volunteer Informa on 4

Our Ministries PROVIDENCE HEALTH & SERVICES Today, the Sisters’ ministries are led by Providence St. Joseph Health, a lay organiza on conduc ng the business of Providence organiza ons throughout Alaska, California, Montana, New Mexico, Oregon, Texas, and Washington. Our not‐for‐profit network includes hospitals, physicians, clinics, care centers, hospice, home health programs, and diverse community services. As a mission‐based health care provider, our commitment to providing compassionate care to all, lives on through our ministries.

PROVIDENCE SACRED HEART MEDICAL CENTER & CHILDREN’S HOSPITAL (Spokane) In the bustling fron er town of Spokane Falls in 1886, the Sisters of Providence constructed a 31‐bed, wood‐framed hospital. Today, as one of the largest hospitals in the Northwest, Sacred Heart con nues to be a leader in keeping pace with changing health needs and the rapid development of medical technology. Its success contributes to the health of the families it serves and to the economic health of our community. PROVIDENCE MOUNT CARMEL (Colville) Providence Mount Carmel Hospital was founded in 1919 to meet the

health care needs of the small community of Colville. Nearly 100 years later, the community and its hospital have grown. But, it hasn’t stopped serving the needs of its friends and neighbors. From emergency care, to outpa ent day surgery, to labor and delivery, the team at Mount Carmel offers services you’d expect in a big‐city hospital. PROVIDENCE ST. JOSEPH’S HOSPITAL (Chewelah) Founded by the Dominican Sisters, Providence St. Joseph’s Hospital has served the residents of Chewelah and Stevens County since 1929. Pa ents benefit from the convenience of a home‐town hospital which has acute care beds, long‐term care beds, and also provides physical therapy and ambulatory services. PROVIDENCE HOLY FAMILY HOSPITAL (Spokane) Through their dedica on and with help from the community, the Dominican Sisters opened Holy Family Convalescent Home in 1960. The acceptance and success of the Home encouraged the Sisters to proceed with phase two of their plan—construc on of Providence Holy Family Hospital, which opened its doors in 1964. This marked the beginning of a long rela onship between north side residents and a hospital dedicated to making quality medical care more accessible. Today, Holy Family is among the largest employers in Spokane County, offering a full range of medical services in response to the health care needs of north Spokane. PROVIDENCE MEDICAL PARK (Spokane Valley) Providence Medical Park opened its doors in April 2014 with a variety of health care services to help ease the way for our pa ents. The outpa ent center offers urgent care, primary care and specialist offices, and more.. Having these services in one spot reduces wai ng me for pa ents, provides quicker diagnosis and faster treatment, which can result in be er pa ent outcomes.

Our Ministries 5

Our Heritage PROVIDENCE AND DOMINICAN SISTERS For over 150 years, the Sisters of Providence (Montreal, Canada, 1843) and the Dominican Sisters (Speyer, Germany, 1852) sponsored ministries of healing, social services, and educa on. The heritage of the Sisters con nues to be passed to current and new caregivers in order to demonstrate, by deeds and a tudes, the legacy of service that springs from the words and deeds of Jesus. The history and heritage of the Sisters are rich with courage, vision, perseverance, risk, flexibility, crea vity, collabora on, and trust in God’s Providence. They are hallmarked by dedica on to compassionate love and concern par cularly for those who are most needy.

The roots of the Dominican Sisters spring from the 12th century, when St. Dominic founded the Order of the Preachers to live con nually among the people and to be open to every human need. “Sca ered, the good grain bears fruit, collected in a heal, it spoils.” It is from the life and Rule of St. Vincent de Paul (1580‐1660) that the Sisters of Providence base their Rule of Life and ministry to give “corporal and spiritual help to the poor …,” they who are the “window to God’s ac vity in the world.” For the Sisters of Providence, founded in Montreal in 1843, Blessed Emilie Gamelin trusted God to inspire her to know what to do to relieve the suffering of people. Her first priority was for persons, not for the projects. She did all with a sense of humility, simplicity, and charity. Above all, Emilie trusted in God’s loving Providence. “Our resources are the treasures of Divine Providence.”

In the West, Mother Joseph of the Sacred Heart established, from small beginnings, ministries which were to relieve the “needy, suffering, and abandoned li le ones.” She placed her deepest trust in Providence as she began her begging tours, as she took every measure of economy, and u lized all means to provide for the needs of the poor. “When one does one’s best, the rest can safely be le to God.” Mother Bonaventura Groh, OP, responded to a call for Sisters to come from Speyer, Germany (1925) to the unknown territory of the American West (Montana). These early Dominican Sisters lived a frugal life, and relied upon the goodness of God to provide for them and those whom they served. Although the Sisters were primarily teachers in Germany, they soon accepted the invita on to take charge of the hospital in Conrad, Montana (1929). Thus was the beginning of the Dominican Sisters’ healthcare ministries in the Northwest. Even though the Sisters had no financial means, Mother Bonaventura (1939) took ownership of Mount Carmel Hospital, Colville, WA. She wrote to Bishop White upon his request, “Your Excellency knows that we have no money to pay off the debt.” Later, Sister Mary Helen (1970) reminded the community, “One important sign of growth is the con nuous search for truth about ourselves, our ministry, and our life as a community … Our greatest challenge—yet—is to con nue our search … and to be willing to let go of the things that keep us from being free to serve, in the name of Jesus Christ, the needs of the Church and all people in our me.”

Our Heritage 6

The rich Dominican heritage con nues to be kept alive within the family of Providence Health Care as the Mission and Values of the Dominican Sisters are integrated into the Providence sponsored ministries of healthcare, educa on, and social services. The early pioneer Providence and Dominican Sisters came with a Mission to go “where there were unmet needs,” to be the “human face of Providence,” to care for one another, to seek the common good, and to remember that we make a difference when we affect good in someone else’s life or ease their burden.” Like the pioneer sisters we, in Providence‐sponsored ministries, are called to be models of service and servant leadership. We must live our vision with renewed commitment, crea vity, and deep faith in serving our communi es. Fidelity to our Mission and Values will provide the inspira on and direc on for our compassionate, faith‐based ministries to individuals, families, and communi es. As Mother Joseph reminds us, “We shall not hesitate to con nue our works. God will not allow them to fail.” Sr. Rosalie Loca , SP

“Whatever concerns the poor is always our affair.” —MOTHER JOSEPH

Our Heritage 7

Our Mission & Values OUR MISSION

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

OUR VALUES Compassion Jesus taught and healed with compassion for all. —Ma hew 4:24 We reach out to those in need and offer comfort as Jesus did. We nurture the spiritual, emo onal, and physical well‐being of one another and those we serve. Through our healing presence, we accompany those who suffer.

Dignity All people have been created in the image of God. —Genesis 1:27 We value, encourage, and celebrate the gi s of one another. We respect the inherent dignity and worth of every individual. We recognize each interac on as a sacred encounter.

Justice Act with jus ce, love with kindness, and walk humbly with your God. —Micah 6:8 We foster a culture that promotes unity and reconcilia on. We strive to care wisely for our people, our resources, and our earth. We stand in solidarity with the most vulnerable, working to remove the causes of oppression and promo ng jus ce for all.

Excellence Whatever you do, work at it with all your heart. —Colossians 3:23 We set the highest standards for ourselves and our ministries. Through transforma on and innova on, we strive to improve the health and quality of life in our communi es. We commit to compassionate, safe, and reliable prac ces for the care of all.

Integrity Let us love not merely with words or speech but with ac ons in truth. –1 John 3:18 We hold ourselves accountable to do the right thing for the right reasons. We speak truthfully and courageously with generosity and respect. We pursue authen city with humility and simplicity.

OUR VISION Health for a be er world.

OUR PROMISE Know me. Care for me. Ease my way.

Mission & Values 8

The Providence Experience

Caring behaviors for exceptional service The Providence Experience begins every me pa ents and their families encounter a caregiver and con nues throughout their stay. As people of Providence we are called to a ministry of compassionate care, revealing God’s love for all. We fulfill our values through our interac ons with pa ents, their families, and fellow caregivers. We strengthen our vision of connected care by consistently using caring behaviors. Our goal is excep onal pa ent service—the best and safest care, every me.

AIDET Acknowledgement | Introduction | Duration | Explanation | Thank you

The acronym AIDET represents simple guidelines that ensure pa ents and their families experience excep onal service. It is a though ul, standardized approach to our interac ons with everyone. Pa ents and their families can feel distracted or afraid and using AIDET helps us connect with them. Let’s take a closer look at what AIDET really means:

Acknowledge and welcome. Greet everyone warmly—with eye contact and a smile. Offer to escort anyone who appears unsure of where to go, or find someone who can. When approached, stop what you are doing so others know they are important.

Introduce yourself and Providence. Share your name and your role. Iden fy pa ents by their preferred names—not by their room numbers. Consistently speak highly of pa ents, caregivers, physicians, and other departments.

Frequently provide updates. Share es mated wait mes and explain delays. Provide ways pa ents can reach a caregiver to

address ques ons and concerns.

Explain and listen carefully. Ask pa ents and families what is most important

to them and verify your understanding with them. To reduce anxiety, explain what you are doing in

terms pa ents can understand and answer their ques ons.

Thank pa ents for trus ng Providence. Take me to thank pa ents for allowing us to

serve them. Sincerely ask, “Is there anything more I may do

for you.”

Customer Service 9

Providence Code of Conduct Doing the Right Thing Right. As People of Providence, we are fortunate to be part of one of the most respected health care organiza ons in the country—focused on our Mission and Values in all we do. Maintaining the integrity of our ministry’s heritage and tradi on is the responsibility of each one of us. Our Code of Conduct helps ensure we follow our ethical commitments, laws, rules, and regula ons that govern our business and helps to discourage, prevent, and iden fy viola ons. Providence’s Code of Conduct is available on the Volunteer Services webpages and hard copies are available upon request. Following are several highlights.

PROTECTING PATIENT INFORMATION AND PRIVACY (HIPAA) At Providence, one of the most important responsibili es we have in upholding our Code of Conduct is to protect the privacy, confiden ality and security of pa ent informa on. It is not only the right thing to do … it’s a federal law (called the Health Insurance Portability and Accountability Act—or HIPAA—passed in 1996). Confiden ality is defined as any informa on—wri en, spoken or observed—whose unauthorized or indiscreet disclosure could be harmful to the pa ent, an employee or the health care facility. Confiden ality is a primary responsibility of every employee and volunteer and is key to living the values of Providence. Addi onally, we have a legal obliga on to maintain pa ent privacy.

All informa on about pa ents is on a need‐to‐know basis. If informa on is not cri cal to the performance of your job, then you do not need to know it! Remember, informa on voluntarily shared by a pa ent or family member is confiden al and may not be shared. The only excep on to this rule is when not sharing the informa on (with an appropriate supervisor or manager) may cause harm or injury. There are three major areas covered by HIPAA: 1) Privacy of Protected Health Informa on (PHI) Access to PHI is restricted on a need‐to‐know basis. It includes any health informa on that iden fies the pa ent outright or when, based on the informa on given, a reasonable assump on about the pa ent’s iden ty can be made. If given permission to access PHI, you are only allowed to look at that informa on required to do your job. Sharing informa on about a pa ent in the hospital—even if it’s your neighbor—is a viola on of HIPAA unless you have permission from the pa ent to do so.

Providence Code of Conduct 10

A simple rule to live by: No one has a right to access pa ent

informa on other than when necessary to the job. Any informa on learned within my

volunteer service is confiden al.

Remember the 3 R’s: Right: Pa ent privacy is a right, not

a privilege. Respect: Respect the dignity of all.

Resist: Resist the urge to discover

personal details.

2) Security of Informa on Systems (computers, fax, etc.) In addi on to safeguarding PHI, Providence employees and volunteers have a responsibility to protect all confiden al informa on, including informa on sent by email, fax, to a printer or informa on visible to passersby on computer screens. And, unless it is part of your job, confiden al informa on should never be removed from a Providence en ty without authoriza on and instruc ons from your manager. Another important point is that Providence email users have no right or expecta on to privacy. Providence reserves the right to monitor and access any Providence informa on system or account at any me.

3) Billing Transac ons


Remember … Only disclose a room number when visitors ask for a pa ent by name. If a pa ent can’t be found in the

directory, simply tell inquirers you have no informa on on the pa ent. Keep confiden al informa on (such as a surgery schedule) covered and out of sight of the public. Shred printed documents containing pa ent data when you are done with them or place in designated

secure shred bins. Avoid pa ent‐related discussions in public areas and on social networking sites. Avoid informal or casual discussions of pa ent situa ons. Do not leave voice or phone messages containing sensi ve informa on. Avoid inadvertent disclosures and take special care in situa ons that are not private.

Remember … Do not leave pa ent informa on showing on computer screens. Ac vate your screensaver or log off your

work sta on when away from your desk. Follow secure e‐mail and fax policies for transmi ng PHI only to those with a need to know. Double‐check

fax numbers. If a fax is sent in error, immediately contact the recipient and request destruc on or return of the fax.

Keep your computer and voicemail passwords private and secure. Change your password if you feel it has been compromised.

Do not take pa ent data off‐site, except as necessary and in accordance with Providence policies. Never leave pa ent data in a vehicle, whether stored on an electronic device or on paper. Never download confiden al informa on onto a home or non‐Providence computer, PDA or cell phone. When using social media, be extremely careful not to disclose any work‐related informa on.

Remember … Use the minimum necessary informa on about a pa ent for payment and opera ons purposes.

Breeches of Confiden ality Employees and volunteers of Providence shall maintain the confiden ality of all informa on acquired in the course of their du es at all mes. Inappropriate discussion or release of personal informa on about a pa ent, including financial status, is considered a viola on of privacy. Viola ons can result in termina on as well as civil and criminal penal es to the individual (which range from $100 for an accidental viola on up to $250,000 for a malicious viola on). If the viola on is malicious enough—such as iden fy fraud—prison sentences of up to 10 years can be imposed.

INTEGRITY AND COMPLIANCE Integrity is a commitment expected of all employees and volunteers. It includes: Protec ng Providence assets from misuse and abuse Making decisions and taking ac on consistent with our core values Understanding and complying with policies and standards Asking ques ons when we are unclear Repor ng an Issue Employees and volunteers have a responsibility to: Protect the privacy of our pa ents, employees and business partners Maintain our reputa on as a trusted health care provider Prevent the costs and nega ve publicity associated with data breach Report suspected the , loss or inappropriate uses or disclosures of PHI within 48 hours to your supervisor or to your

local or regional privacy officer or call the Providence Integrity Line at 1‐888‐294‐8455. You may report concerns through this line anonymously, providing factual informa on and enough detail so your concern can be

inves gated properly. If you have any concerns regarding any aspect of pa ent confiden ality, poten al HIPAA issues, infec on control, pa ent safety issues or anything that might compromise the safety and security of pa ents families or staff, please contact Volunteer Services and they will ensure incidents are reported and inves gated. Gi s and Entertainment Providence employees and volunteers are expected to keep rela onships with pa ents and their family members, vendors and other third par es impar al, and avoid accep ng gi s or other items of value, including meals, ckets to events, special favors or loans, discounts or free services, ps and gratui es. Conflicts of Interest Avoid ac vi es and rela onships that may impair your independent judgment and unbiased decision‐making. Never use your posi on for personal gain or advantage, or to assist others, including family members, from profi ng in any way at the expense of Providence. Lobbying and Poli cal Ac vi es As a tax‐exempt organiza on, Providence will not par cipate or intervene in any poli cal campaign for or against a candidate for public office. You may not engage in poli cal ac vi es on company me, but may do so on your own me. Community Benefit Providence provides services and programs for those who are poor and vulnerable and experience difficulty in accessing health care. Community benefits include charity care, unpaid costs of government‐sponsored programs, community health services, health professional educa on, subsidized health care and research.


Emergency Medical Treatment and Labor Act (EMTALA) Providence complies with the EMTALA law. We screen and provide stabilizing treatment to everyone who comes to a Providence hospital reques ng examina on or treatment. We do not delay medical screening exams or stabilizing care in order to request pa ent financial informa on. We transfer emergency pa ents only when they request a transfer or when we lack the capability or the capacity to provide appropriate treatment and only a er administering the appropriate stabilizing care.

QUALITY OF CARE AND PATIENT SAFETY At Providence, we believe all health care should be: Safe, to avoid injuries to pa ents from the care that is intended to help them Timely, to reduce waits and poten ally harmful delays for those who receive care Effec ve, in that we match care to science to provide appropriate care Efficient, to avoid waste and to maximize value Equitable, to ensure care does not vary in quality, regardless of pa ent characteris cs Pa ent and family‐centered, to honor the individual and respect choice Disrup ve Behaviors All who work or volunteer at Providence are expected to treat others with respect and courtesy, and to conduct themselves in a professional manner. This includes: Speaking respec ully to all Responding to requests for informa on in a mely and suppor ve manner Handling conflicts, disagreements and other differences of opinion in appropriate se ngs and through appropriate

administra ve channels Offering construc ve feedback Disrup ve behavior is not tolerated and will be addressed. Examples of disrup ve behavior include: Threatening or abusive comments Profanity or similar offensive language Demeaning behavior such as name‐calling Cri cizing others in front of pa ents or others Racial or ethnic jokes or comments Inappropriate physical contact, sexual or otherwise Sexual comments or innuendo Refusal to cooperate with other workforce or medical staff members Refusal to abide by organiza onal policies, rules and regula ons Pa ent Rights Each Providence pa ent is provided with a wri en statement of his rights and a no ce of privacy prac ces.


Safety & Security EMERGENCY CODES In an emergency within the walls of Holy Family and Sacred Heart (including The Heart Ins tute and Doctors Building Day Surgery), call 2‐2155 for Holy Family and 4‐5555 for Sacred Heart to immediately reach an operator (do NOT dial ‐0‐ because that places you behind all incoming calls). Tell the operator your name, code name, loca on and any other relevant details. When the code is over, an operator will announce overhead, the code name, followed by “all clear.” In an emergency at Mount Carmel or St. Joseph’s, dial ‐0‐ to reach the hospital operator.

Safety & Security 14

CODE NAME EMERGENCY SITUATION

Code RED FIRE Rescue endangered pa ents Ac vate an alarm and dial internal emergency number for campus Contain fire by closing smoke doors Ex nguish if possible or Evacuate if instructed

Code BLUE MEDICAL EMERGENCY Emergency medical situa on. Tell the operator whether the code is for a child or an adult.

Code GRAY COMBATIVE/HOSTILE PERSON (without a weapon)

Code SILVER WEAPON/HOSTAGE SITUATION Internal: Within main hospital buildings. External: Outside main hospital buildings or when threat is enroute to facility. Stay away from the area. If in danger, evacuate (leave belongings and keep hands visible); hide out of view and block entry to

your hiding place; take ac on/a empt to incapacitate only as last resort. Be prepared—have an escape plan!

Code AMBER INFANT/CHILD ABDUCTED OR MISSING Infant/child believed to be abducted or missing. All available staff/volunteers flood into hallways, checking bathrooms, closets, etc. for anyone with an infant/child and/or ac ng strangely. All exterior doors are locked.

External Triage EXTERNAL DISASTER External emergency impac ng hospital, e.g., mul ple‐vehicle accident. Phase 1: Prepare for arrival of casual es. Phase 2: Arrival of first casualty.

Internal Triage INTERNAL EMERGENCY Internal emergency impac ng mul ple departments, e.g., computer network down. Overhead announcement made concerning affected system. Consult appropriate internal policy.

Code 77 BOMB THREAT Keep caller on phone as long as you can, gather as much informa on as you can, listen for background noise that may be relevant. Stop all non‐emergency traffic; search but do not touch.

Code PURPLE MISSING VULNERABLE ADULT A Code Purple will be only be ac vated by a charge nurse or designee. Monitor nearby areas and if you see a person who fits the profile of the missing pa ent, remain non‐threatening and never a empt to physically hold or stop the person. Instead, no fy Security and the unit the pa ent is missing from.

In an emergency outside the main hospitals at Sacred Heart or Holy Family, including parking lots, medical buildings and clinics, call 911. In an emergency at Mount Carmel or St. Joseph’s, call 911.

SECURITY (non‐emergencies) For non‐emergencies at Sacred Heart and Holy Family, dial 474‐7777 to reach Security Dispatch. For non‐emergencies at Mount Carmel, dial 685‐5213 to reach the Administra ve Supervisor. For non‐emergencies at St. Joseph’s, dial 685‐2060 to reach the Nurse Supervisor.

PARKING Parking is provided at no‐charge, on a space‐available basis. Please refer to your campus specific policy for details.

FALL PREVENTION Remove or report anything on the floor that is a poten al tripping or slipping hazard. Report any unsafe act or condi on you observe, including broken equipment, near misses, etc. Know how to recognize unstable pa ents (refer to campus and/or unit specific policies). Do not assist unstable pa ents with transporta on or mobility, if not part of your volunteer role.

ACCIDENT/INJURY REPORTING PROCEDURE Volunteer who has an accident In the event of a volunteer injury, illness or exposure while on duty: 1. Immediately no fy your supervisor and Volunteer Services. All volunteer related incidents require comple on of a

Non‐Employee Injury/Incident Report, which is sent to Employee Health Services (your supervisor and/or Volunteer Services will help you with this process).

2. When necessary, seek medical care. You may go to the Emergency Room (for first diagnos c visit only) or choose your own physician. When possible, please bring your Non‐Employee Injury/Incident Report.

3. Your provider must be a member of the Labor and Industries Medical Provider network (www.lni.gov/FindaDoc). Your physician must complete a Physician’s Ini al Report and send it to our claims administra on (your supervisor and/or Volunteer Services will help you with this process).

4. Medical bills resul ng from an allowable on‐the‐job injury or occupa onal disease should be paid by Providence.

To assure your safety, volunteers must work within the guidelines of their posi on descrip ons.

Volunteer who witnesses a visitor accident 1. If necessary, escort the person to the Emergency Department for examina on or call a Code Blue (or 911 if outside

the hospital) for a person needing immediate medical a en on. 2. Seek assistance from an employee. Do not try to li or encourage the injured person to get up on his own. 3. As soon as possible, submit a Visitor Incidents on Hospital Premises form (your supervisor and/or Volunteer Services

can help with this process). Submit this form even when medical care was not required. 4. Never inform a person on our property that we will pay for the cost of medical care. The hospital does not

automa cally assume liability for incidents occurring to visitors and/or the general public. Risk Management will determine who is responsible.


BODY MECHANICS Injuries are not always due to an immediate event or accident. The poten al for injury accumulates daily, building up over me. The following are some risk factors that, either independently or in combina on, may contribute to self‐injury: lack of exercise, poor body mechanics, poor posture, prolonged sta onary posi ons, obesity and unrelieved stress. To avoid injuring yourself or a pa ent and to maximize your strength, incorporate the following guidelines into your daily ac vi es: Maintain proper posture by standing/si ng tall, keeping your ears above your shoulders and maintaining a “neutral

spine” which retains the natural curves of your spine.

Plan ahead so that you have what you need to complete your task safely.

When li ing objects, keep feet shoulder width apart, bend at the knees and hips—not at your waist. Keep your back as erect as possible, keep the weight close and li gradually, using the strength of your leg muscles. If you need to turn when carrying objects, turn your whole body—do not twist your spine. Addi onally, know your own limita ons. Never li an object that is too heavy for you to li and carry safely.

Break ac vi es into smaller steps so that you avoid using momentum.

Avoid prolonged posi ons and repe ve movements by taking breaks, stretching or changing posi ons.

Keep objects close. The preferred work zone is from your shoulders to your belly bu on and no further away than your wrists when your arms are extended.


Stop and think … know your own limitations!

Stand with your feet shoulder width apart

Bend your hips and knees (never your

waist!)—let your legs do the work for you

Keep close to the load Don’t twist—your nose and toes should always

be facing the same direc on

WHEELCHAIRS If pa ent transport is part of your volunteer role, you will receive one‐on‐one training within your respec ve department. If you do not receive this training (which should include demonstrated competency), do not transport any pa ent. Below are a few guidelines to keep in mind as you get started. Introduce yourself and explain your role. In addi on, follow Na onal Pa ent Safety Standards by iden fying the

pa ent using at least two iden fiers, when applicable. By using two iden fiers, you help ensure that the right pa ent receives the right care.

Assess chair size to ensure it will comfortably and safely accommodate the pa ent.

Adjust chair for comfort and safety of pa ent:

1. Before pa ent sits down or stands up, secure both brakes and move leg rests out of the way. Stand beside or behind the chair, holding the hand grips to brace the chair as pa ent sits down or stands up.

2. Adjust foot plates, if necessary. Feet should be flat on foot plates so that hips and knees are at 90 degrees.

3. Elevate leg rests, if necessary.

4. Keep legs and lap covered properly (make sure blankets/sheets are free from wheels).

5. Before moving chair, ensure that hands, feet and clothing are clear of the wheels.

Unless part of role, volunteers may never transport pa ents who can not get it or out of the chair on their own and/or those with medical devices, e.g., drains, oxygen tanks, hanging IV fluids, etc.

Volunteers may never li a pa ent.

Know your own limita ons! Never transport a pa ent who is too heavy for you to safely transport. Always ask for help when in doubt of your ability to control the chair without injury to yourself or the pa ent.

Keep an eye on pa ent’s condi on and get help if you need it.

Push the chair slowly and alert the pa ent before going over bumps.

Stay clear of doorways; use ceiling mirrors when available.

Back up over curbs and enter/exit elevators with large wheels first.

Never transport a pa ent beyond the vehicle load areas at the hospital entrances.

To reduce the spread of infec on, disinfect wheelchairs a er every use.

Report malfunc oning and/or worn items.

Wheelchairs 17

BRAKES Always secure before pa ent

enters/exits LEG RESTS Move out of way

before pa ent enters/exits

Infection Control HAND HYGIENE The most effec ve way to prevent the spread of disease is to prac ce hand hygiene. The following informa on is adapted from the World Health Organiza on recommenda ons.

Infec on Control 18

Your 5 moments for hand hygiene: 1. Before pa ent contact When? Before touching a pa ent.

Why? To protect the pa ent against harmful germs carried on your hands.

2. Before an asep c (clean) task When? Before any asep c task.

Why? To protect the pa ent against harmful germs, including pa ent’s own germs

(from entering his body). 3. A er body fluid exposure When? Immediately a er an exposure risk to body fluids (and a er glove removal).

Why? To protect yourself and the health‐care environment from harmful pa ent germs.

4. A er pa ent contact When? A er touching a pa ent and his immediate surroundings when leaving.


5. A er contact with pa ent surroundings When? A er touching any object in pa ent’s surroundings, when leaving—even without touching the pa ent.


STANDARD PRECAUTIONS Standard precau ons are the minimum infec on preven on prac ces. They apply to all pa ent care and assume that every direct contact with blood and body fluids (even when not visible) is poten ally infec ous. In addi on to hand hygiene, standard precau ons includes: Gloves: Wear gloves when an cipa ng contact with blood, body fluids, mucous membranes, non‐intact skin and

when cleaning equipment.

Gowns: Wear a gown when clothes may be soiled by body substances. Gowns must be removed and disposed of/laundered a er use.

Masks: Wear a mask when an cipa ng contact with respiratory droplet secre ons and when spla ering of body substances may occur near the mouth or nose.

Protec ve eyewear: Wear protec ve eyewear when spla ering of body substances near the face may occur.

RESPIRATORY ETIQUETTE When exhibi ng symptoms of a respiratory infec on, follow respiratory e que e and encourage others to do the same.

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

Cover your mouth and nose with a ssue when you

cough or sneeze ...

Put your used ssue in a

waste basket.

Wash your hands with soap and water.

Wear a mask to protect others.

Infec on Control 19

Clean hands are safer hands.

Are your hands clean?

ISOLATION PRECAUTIONS One important way to reduce the spread of infec ons between pa ents and others is to place pa ents under isola on. Precau ons signs are used to iden fy pa ents with known or suspected communicable diseases. Only those volunteers who complete Isola on Precau on training within their assigned departments may enter pa ent rooms where one or more of the following signs are posted: Contact Precau ons Droplet Precau ons (orange sign) (green sign)

Under no circumstances may a volunteer—whether trained in isola on precau ons or not—enter a pa ent room where one or more of the following signs are posted: Contact Enteric Airborne Contact, Airborne Respirator or Airborne Respirator/Contact Precau ons (brown sign) (blue signs)

Other isola on signs are used to iden fy pa ents who are highly suscep ble to infec on and require addi onal measures of protec on. Only those volunteers who complete isola on training within their assigned department, may enter rooms where the blue stop sign is posted.

Infec on Control 20

ENVIRONMENTAL HANDLING Red Biohazard Bags/Rigid Sharps Containers Biohazard labels are affixed to containers of regulated waste (liquid or semi‐liquid blood or other poten ally infected material (OPIM) and items that would release blood or OPIM in a liquid or semi‐liquid state if compressed). Red containers may be subs tuted for biohazard labels. Used syringes and other

sharps may only be disposed of in puncture resistant containers. NOTE: Volunteers may not handle sharps, blood/body fluids, items saturated with blood/body fluids, or open receptacles containing blood/body fluids. White Standard Trash Bags Standard trash bags may contain items such as paper, dressings, IV bags, empty blood bags and solidified substances. As a precau on, they should be treated as if they contain infec ous materials. Blue Laundry Bags Contaminated laundry shall be handled as li le as possible, with a minimum of agita on, and placed in designated blue impervious plas c bags.

LAB SPECIMENS If part of role, and a er training, volunteers may handle labeled and contained specimens for delivery: All lab specimens are considered poten ally infec ous and are handled cau ously by gloved personnel. All specimen refrigerators are labeled with biohazard labels. Specimens being transported are placed in leak resistant containers, e.g., a basin or a clear plas c bag.

SKIN INFECTIONS Some germs that commonly live on the skin and in the nose are called staphylococcus or “staph” bacteria. Usually, staph bacteria don’t cause any harm. However, some mes they get inside the body through a break in the skin and cause an infec on. These infec ons are usually treated with an bio cs. When common an bio cs don’t kill the staph bacteria, it means the bacteria have become resistant to those an bio cs. This type of staph is called MRSA (Methicillin‐Resistant Staphylococcus Aureus). Anyone can get MRSA. Infec ons range from mild to very serious, even life‐threatening. MRSA is contagious and can be spread to other people through skin‐to‐skin contact. If one person in a family is infected with MRSA, the rest of the family may get it. MRSA was first iden fied in the 1960s and was mainly found in hospitals and nursing homes. This occurred because an bio cs were being given to people when they weren’t needed, and pa ents were not taking an bio cs as directed. In the late 1990s, a new type of MRSA was iden fied. This type of MRSA is becoming more common among children and adults who do not have medical problems.

Infec on Control 21

What do you do if your clothes become contaminated? If clothing becomes contaminated, change immediately or as soon as possible (you may borrow hospital scrubs). Place contaminated clothing in a blue plas c bag, e securely and label with your name, department and the date. Leave the bag in a soiled hold area for pick‐up. Your clothes will be cleaned according to infec on control policies and returned to you.

What to do: Frequently wash your hands with

soap and water or use an alcohol‐ based hand rub.

Wash cuts, scrapes and sores with soap and water; keep them clean, dry and covered.

Avoid contact with other people’s cuts or sores and any materials that have come in contact

with them. Avoid sharing personal items such

as soap and towels.

BLOODBORNE PATHOGENS Bloodborne pathogens are infec ous microorganisms that may be present in human blood and can cause disease in humans. These pathogens include, but are not limited to, human immunodeficiency virus (HIV), hepa s B virus (HBV) and hepa s C virus (HCV). Bloodborne pathogens are spread when blood or other body fluids from an infected person enters the body of someone who is not infected.

Human Immunodeficiency Virus (HIV) HIV is the human immunodeficiency virus that can lead to AIDS (acquired immune deficiency syndrome). HIV damages a person’s body by destroying specific blood cells, which are crucial to helping fight disease. Within a few weeks of being infected with HIV, some people develop flu‐like symptoms that last two to 12 weeks, but others have no symptoms at all. People living with HIV may appear and feel healthy for several years. However, even if they feel healthy, HIV is s ll affec ng their bodies. AIDS is the late stage of HIV infec on, when a person’s immune system is severely damaged and has difficulty figh ng diseases.

Hepa s “Hepa s” means inflamma on of the liver. The liver is a vital organ that processes nutrients, filters the blood and fights infec ons. When the liver is inflamed or damaged, its func on can be affected. Hepa s is most o en caused by a virus. In the United States, the most common types of viral hepa s are Hepa s A (HAV), Hepa s B (HBV) and Hepa s C (HCV). Some people are able to fight the infec on and clear the virus. For others, the infec on remains, leading to a lifelong illness. Many people with hepa s do not have symptoms and do not know they are infected. Symptoms of chronic hepa s can take up to 30 years to develop. Damage to the liver can silently occur during this me. When symptoms appear, they o en are a sign of advanced liver disease and can include fever, fa gue, loss of appe te, nausea, vomi ng, abdominal pain, dark urine, grey‐colored stools, joint pain and jaundice.

BLOODBORNE PATHOGEN EXPOSURE INCIDENTS You can be exposed to bloodborne pathogens in a variety of ways, including through puncture wounds, contact with broken skin or mucous membranes (eyes, nose, mouth). Even a hangnail or a rash can be an entry point for pathogens if you do not wear gloves when handling blood or other infec ous materials.

Volunteers may not inten onally pick‐up or handle blood/body fluids, red bags or sharps. However, if accidentally exposed, incidents should be immediately reported to your supervisor and Volunteer Services since they can lead to infec on with HBV, HCV, HIV or other bloodborne pathogens. If you are exposed, remember to WIN:

Wash the exposed area immediately with soap and water.

Identify the source of exposure.

Notify your supervisor. You will be offered a free, confiden al, post‐exposure evalua on and follow‐up.

SPILLS Before cleaning any spills, ask for assistance from a staff member. Volunteers may not clean up blood/body fluid spills.

INFECTION CONTROL POLICY Volunteers are provided with measures to prevent hospital‐acquired infec ons, which may include: standard precau ons educa on, an op onal tuberculosis (TB) test and annual flu vaccines.

Infec on Control 22

Please contact your local Epidemiology or Caregiver Health office if you have any infection control questions or concerns.

Revised: 03.2019

Volunteer Handbook PHC - Providence · 2019-08-20 · eﬀort to ﬁnd a more appropriate...

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Transcript of Volunteer Handbook PHC - Providence · 2019-08-20 · eﬀort to ﬁnd a more appropriate...