volunteer orientation

NCH Volunteer Training

Identify the mission and customer services principles of NCH

Understand the volunteer’s responsibility under the Standards of Conduct

Understand your role in protecting privacy and how to prevent, identify and report violations

Assess the importance of boundaries and how to establish them in a volunteer capacity

Identify ways to protect themselves and patients with effective infection control precautions

Reach Out and Read Staff

• Rekha Voruganti – Health Literacy Program Coordinator

• Shareena Casey – Reach Out and Read Program Coordinator

• Robbie Conrad – Reach Out and Read Volunteer Coordinator– robbie.conrad@nationwidechildrens.org– 614-355-0520

Nationwide Children’s MissionOur Reason For Being

C -

A -

R -

E -

S -

Highest Quality Health Care regardless of families ability to pay

Advocacy for children and families

Pediatric Research to ensure our children’s future health

Education for patients, families, future providers and community

Outstanding Service to patients, families and all customers

Customer Service Principles• Treat each family as my top priority

• Treat each other as valued customers

• Take the responsibility to resolve customer concerns

• Assure that the customers’ expectations drive what I do

• Continuously improve the quality of services I offer

Standards of ConductThe Corporate Integrity Program

Volunteers are members of the NCH TeamNCH believes in and encourages an open communication policyNCH maintains a culture that promotes integrity and ethical behavior

Non-Retaliation PolicyNo disciplinary action or other form of retaliation shall be taken against any volunteer who, in good faith, reports an issue, problem, concern or violation to management, human resources, the Compliance Officer or the Hotline.

Conflicts of InterestVolunteers will not pursue activities which represent a conflict of interest of the organization or the volunteer program.

Standards of ConductThe Corporate Integrity Program

First, contact your direct supervisor/manager.Second, if you have raised an issue and it’s not getting proper attention or unable to resolve, relay your concerns to the next level of management.Third, seek guidance from Human Resources, the appropriate Executive Staff member, or the Corporate Compliance Officer.If assistance is still needed, or if you are uncomfortable taking the above steps, call or email the Hotline.

Your Responsibility

Standards of ConductThe Corporate Integrity Program

Corporate Compliance Officer

Hotlinehttps://nationwidechildrens.alertline.com

1-877-267-1935

Kathleen M. Dunn

Call or email the hotline if your concerns are not addressed through the standard resolution process or if you wish to remain anonymous.

Standards of ConductThe Corporate Integrity Program

privacy and confidentiality

What is hipaa? The Health Insurance Portability and Accountability Act of 1996

Why is Privacy Important at Children’s?

• It’s our Mission, Vision, and Values • It’s the right thing to do• It’s the law

Patient’s Rights• Patients have a right to know how their information is

used, who their information has been shared with and have a right to privacy.

• Patients can restrict use and disclosure of health information.

Minimum Necessary• Volunteers and staff have access to the minimum

necessary information to do their job

• Take the necessary precautions to keep protected health information from unwanted disclosure

Reasonable Safeguards

What is Protected Health Information?

• Patient Name• Address• Phone Number• Birth Date• Social Security Number• Name of Relatives

• Medical Record Number• E-mail address• Name of employer• Fax number• Fingerprint• Full-face photo

• Never leave paper information unattended where other people may view it

• Carefully dispose of confidential information in designated shredding bins

• Reasonably verify fax numbers, location of receiving fax machine, identify of person receiving fax

• Reasonably verify phone number, identity of person(s) receiving voice mails

• Report any errors or mistakes immediately

Your Role: Paper, Faxes, Phones

Your Role: Sharing Information

• Be careful with all oral communications—who can hear your conversation?

• Before sharing information, verify person’s identity

• Don’t pass along information from patient to patient—maintain their confidentiality

• Don’t share information with patients’ extended family or friends

Interacting with Children and Families

Respecting Differences

• Family dynamics differ from family to family, culture to culture

• Families may practice religions which involve different beliefs and may have

special requirements

• Most families are happy to share about their culture and beliefs

• Treat others the way they would like to be treated.

• Be open-minded. Listen to understand, not to respond!

ASK BEFORE YOU ACT!ASK BEFORE YOU ACT!

What are Boundaries? Boundaries help set limits.

Boundaries let you know what is ok and what is not ok.

Boundaries protect YOU and patients and families.

Boundaries let you know how involved you can get.

Boundaries helps you evaluate each situation and decide what to do.

Boundaries helps you decide how to respond.

Know Your Boundaries• Is this part of my assigned volunteer role?

• Was I trained in this activity?

• Am I maintaining patient confidentiality?

• Could this activity present a safety risk for myself or the patients?

• How does your activity appear to other patients and families?

• Could someone feel offended or upset?

• Is this how I would want the situation handled if I were in the hospital?

• Who would I want to know about my personal situation?

• Unsure? ASK YOUR COORDINATOR!

Boundary Ground Rules Do not bring food or gifts to patients or families. Do not accept gifts

from families. Do not baby sit patients or families. Volunteers are discouraged from socializing with patients or families

outside the hospital setting. Do not personally provide transportation to patients and families. Do not provide your personal contact information to patients or

families or accept contact information from them. Refrain from seeking medical information about patients. Maintain

confidentiality—in hospital and in community. Function within your assignment description and tasks you have been

trained.

Know Your Boundaries

Volunteers are welcome to have social networking sites in their personal lives.Your experiences here at the hospital are covered under privacy and

confidentiality laws and cannot be shared in a public forum, such as Facebook.A volunteer cannot ‘friend’ a patient or a family member, even after they are

discharged. A volunteer cannot accept a ‘friend’ request from a patient or a family member,

even after they are discharged.The exception is if the patient or family member is a previous acquaintance.

Boundaries and Social Media

Infection Control and Standard Precautions

• Maintain a healthy lifestyle• Be up to date on your immunizations• Have an annual physical• Learn about and practice precautions to prevent the

spread if infection

Infection Control Recommendations for Volunteers

Volunteer Responsibilities

• Policy changes for 2013/2014:

• Flu vaccine mandatory for all volunteers just as it is for employees. Typically flu vaccines are administered from September through March.

• TB test required prior to volunteering and then annually during retraining month

Tuberculosis

• Spread when people:•cough, sneeze, speak, sing

Tuberculosis is a disease of continual concern.

• Cough > 2 weeks• Coughing blood• Weight loss• Fatigue• Night sweats• Loss of appetite

• Nausea• Fever and chills• Chest Pain• Swollen Glands

Signs & Symptoms

Chickenpox/Shingles• Chickenpox is highly contagious

• Chickenpox to some children can be deadly.

• Preventative vaccine is currently available.

• If unsure about personal history of disease and are exposed, DO NOT COME IN TO THE HOSPITAL TO VOLUNTEER.

– Call for length of time to be off.

Standard Precautions

• Method of infection control - precautions for all patients• Manage all contact with human blood and body fluids as if

it may contain transmissible infectious agent.• Standard Precautions include: hand hygiene and use of

PPE as appropriate.

What are PPE?

Wear gloves…if possibility of contact with body fluids

Wear a gown…to protect skin or your clothing

Wear a mask…to protect nose and mouth from body fluids

Standard Precautions

Take Additional Precautions…• To stop transmission of infectious diseases

from one patient to another

• When patients who are diagnosed with a contagious illness or who have been exposed to an unidentified illness

• Color-coded signs on door

Contact PrecautionsGloves, Gown and Hand hygiene

• RSV

• Rotavirus

• Viral Conjunctivitis

• MRSA, VRE

Family and visitors may only be wearing gloves and gown

when providing care.

Policy revision: Gloves and gown MUST be worn, even if not touching

surfaces or patient.

Droplet PrecautionsMask and Hand hygiene

• Bacterial meningitis

• StrepFamily and visitors may only be wearing a mask if having close

patient contact.

Contact Precautions and Droplet Precautions

Patients with respiratory infections (Pertussis or Flu) may initially have both signs posted OR the Orange

Precautions sign below.

Follow both by wearing: •Gloves•Gown•Mask

Airborne PrecautionsMask and Hand Hygiene

• ChickenpoxChickenpox

• MeaslesMeasles

• Will be in Airborne infection Will be in Airborne infection isolation roomisolation room

Gloves and gown should be worn if contact with infectious materials is expected.

Airborne Precautions

VOLUNTEERS MAY NOT ENTER

•Requires fitted N-95 mask

•Active Tuberculosis

•Smallpox

May be some language barriers

Other Signs You May See…

Toys in this room need to be cleaned with bleach wipes

NPONothing by mouth—no

food or liquid

Do not enter without talking with nurse

Eliminating Patient Falls

We are all expected to do what we can do reduce the risk of falls.

This icon on a patient room means that a patient has been

assessed as being at HIGH RISK for falls.Precautions include:

•Side rails left up•Bed in lowest position•Help with walking•Place call light and personal items within reach•Patient wearing non-skid foot wear

Other signs you don’t recognize?

• Check with the nurse’s station• Do not open the patient room door• Take deliveries to nurse’s station

Hospital Acquired Infections

• Infections patients get while in the hospital

• Frequently transmitted by germs on hands

• Prevented by hand washing

Gel in…Gel out

HandwashingRubbing Alcohol Gel vs. Soap and Water

You must use soap and water:•After using the restroom •Before and after using gloves•When exposed to blood or body fluids•After blowing nose, sneezing, or coughing

You can choose gel or soap:•When dropping items off for patients•Routinely during volunteering to help prevent the spread of germs•When having direct patient care

Exposures

• Wash the area for minimum of 15 minutes

• Notify RN in charge• Notify FVS

• Call Employee Health• Fill out an incident report• Follow up with Employee Health

What to do when exposed to blood or body fluids, including urine, feces, vomit, or spit-up:

Incident reports are not optional. This is the only way we can track exposures.

OSHA Rules(Occupational Safety and Healthcare Administration)

• While in patient areas, do not – eat– drink– apply cosmetics or lip balm– handle contact lenses

• Artificial nails are not permitted for persons providing

direct patient care

• Do not wear home clothing contaminated with blood/body fluids

– get scrubs from SPD and leave clothes

– file incident report– clothes will be washed and

returned• Wear gloves when transporting

specimens• Wear closed-toed shoes

Safety and security are everyone’s

responsibility

S. A. F. E.

• Become familiar with the hospital’s S. A. F. E. Policy• Secure - secure offices when not in use, as well as lockers,

desk drawers, belongings• Alert - be alert to your environment; watch for suspicious

people and activities • Foil - call attention to suspicious persons • Educate - on the importance of following these security

measures

Descriptors

Weapons Policy

Nationwide Children’s Hospital is a weapons free zone. Staff and Volunteers are prohibited from

possessing/carrying weapons at any hospital facility, parking area or other property.

Policy: Smoking and the use of tobacco products is prohibited on any property owned or leased by Nationwide Children’s Hospital (NCH).

Disaster Preparedness• A disaster manual is available in FVS that contains:

• disaster policies & plans• evacuation plans• HazMat decontamination procedures• telephone & utility outage procedures• fire plan• tornado & severe weather procedures• bomb threat procedures

• Fire• Abduction• Bomb Threat• Severe Weather• HazMat• Medical Emergency • Disaster• Combative Person• Weapon/Hostage

• Code Red• Code Adam• Code Black• Code Gray• Code Orange• Code Blue• Code Yellow• Code Violet• Code silver

Disaster Codes

New Labeling System

Exploding BombExplosive, Self

Reactive,Organic Peroxides

CorrosiveCorrosive / Caustic

Flame Over CircleOxidizers

Gas CylinderGasses Under

Pressure

Dead FishEnvironmental

Toxicity

Skull & CrossbonesAcute Toxicity

(severe)

Exclamation Mark-Irritants

-Dermal Sensitizers-Acute Toxicity

-Respiratory hazards-Other Hazards

Health Hazard “Exploding Chest”

CarcinogenReproductive ToxicityTarget Organ Toxicity

MutagenicityRespiratory Sensitizer

Aspiration Toxicity

FlameFlammables, Self

Reactive, Pyrophoric, Self-Heating, Emits

Flammable Gas

More SevereLess Severe

GHS Hazard Categories with Numbers

4 3 2 1GHS Hazard Categories with Letters

G F E D C B AGHS Hazard Categories with Numbers &

Letters

3 2 1C

1B

1A

GHS Signal Words

none

WARNING

DANGER

NFPA & HMIS Systems

1 2 3 4

More than one pictogram may appear on the same

label. Each pictogram identifies an individual

hazard.

GHS Quick Reference

Fire Plan R.A.C.E.

• Rescue - Remove anyone from the area of immediate danger

• Alarm - Activate the manual pull box and call 2-3333 to report the exact location of the fire

• Contain - If possible attempt to quell the fire by using an extinguisher/close doors

• Evacuate - if ordered to do so; in the areas of rescue assistance may await the fire department

Fire Extinguisher Use P.A.S.S.

• Pull the pin• Aim at the base of the fire• Squeeze the handles

together• Sweep the base of the fire

until extinguished

NCH Flight Risk Prevention

• Any child in hospital pajamas without a staff member, parent or other designated adult is someone to stop and question.

NCH Flight Risk Prevention

Seeing a patient in this gown, without their

constant attendant, is a high alert and staff or

volunteer should notify security.

Ohio Safe Havens for Newborns

Nationwide Children’s is a willing partner in the Safe Havens law.Recently revised—now states that a birth parent can leave a non-abused infant who is up to 30 days old with:

- Hospital worker- Fire department- Law enforcement agency

Top priority is to ensure the well being of all children.

volunteer orientation