VOLUNTEER ORIENTATION

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2 VOLUNTEER ORIENTATION Welcome & Valuing Volunteers We look forward to learning more about you Medical Center Healthcare System Creating Your Role Safeguarding & Ownership Codes & Emergency Procedures Debriefing,Take Away & Evaluation Tours Q & A 2

3 VOLUNTEERS We look forward to learning more about you Name How did you hear about us? What are you hoping to learn? 3

4 MEDICAL CENTER HEALTH SYSTEM Volunteers are part of the MCHS Team We re about the Patient/Family experience Patients Patient families MCHS family (paid staff, volunteers, physicians) The community Others 4

5 CREATING YOUR ROLE Volunteer / Patient Story Get involved Get excited Make a Difference! Immersion of volunteer into patient s circle Connecting the Dots back to You Creating Your Role (Service Description) Skills Assessment and Interest Indicator 5

6 MEDICAL CENTER HEALTH SYSTEM MISSION STATEMENT Medical Center Health System is a community-based teaching organization dedicated to providing high quality healthcare and improving the health and wellness of all residents of the Permian Basin. VISION STATEMENT To be the premier source for health and wellness VALUES I CARE Integrity Customer Centered Accountability Respect Excellence 6

7 MEDICAL CENTER HEALTH SYSTEM We treat all patients We are Level 2 Trauma Healthcare System We service 17 county region We have 65 years of community roots 7

8 SAFEGUARDING & OWNERSHIP When we take ownership and help safeguard the programs and projects we volunteer with following Policy and Procedures becomes second nature. 8

9 COMPLIANCE - HIPAA The Federal Government established the Health Insurance Portability and Accountability Act in 1996 to protect your information while making it available to those who need to view it for continued care, payment and for healthcare operation. 9

10 COMPLIANCE - HIPAA DO NOT PEAK OR SNEAK If you are not on the patient s case, then what is in their records is not yours to view. Don t be tempted to check out a local celebrity, your neighbor or your ex-partner. You don t have rights to do that under HIPAA. If you do 10

11 COMPLIANCE HIPAA / Your Role Your job as a volunteer is to protect the patient s protected health information You may only repeat information about a patient to someone directly involved with that patients care who needs the information to do their job. You are only allowed access to patient information that is required for you to do your job You may not repeat any patient information that you have overheard 11

12 HIPAA Compliance & Privacy Hotline Information *Hotline *Compliance Hotline On MCH Intranet under Featured Links *Walk-In The Compliance Office hours M-F, 8a.m.-5p.m. *Compliance Committee Members *In-House Hotline *Integrity Boxes beside employee time clocks For all - paid staff & volunteers, seeking compliance information or advice. 12

13 HIPAA IT TAKES US ALL! You are the eyes and ears of MCHS. You make a difference when you report wrong doing. 13

14 SERVICE EXCELLENCE Customer Service vs Service Excellence Customer Service Meeting Expectations Compliance with Needs Meeting Standards Warm & Friendly Competent / Knowledgeable Focus on Function Customer Satisfaction Service Excellence Exceeding Expectations Compliance & Anticipation Exceeding Standards Accommodating & Flexible Subject Matter Expert Focus on Purpose Customer Loyalty 14

15 SERVICE EXCELLENCE Creating & Sustaining a Culture of Service Excellence Mission, Vision and Values creates the basis for the organizations CULTURE. Alignment (horizontal and vertical) creates the basis for SUSTAINABILITY. As leaders, you must role model the behaviors and expectations you expect when you are the patient/family. Be the change you want to see. Be accountable as a leader. Mary Boustani 15

16 ICARE BEHAVIORS AssIst and escort IntroduCe yourself Pick up trash Acknowledge and greet Call light response 16

17 PERFORMANCE IMPROVEMENT We Value What We Measure and We Measure What We Value Share the metrics /measurements Stats help show how we impact patient care Department Metrics - What team needs to know to improve Individual Metrics - What the volunteer needs to know Put them all together to measure overall impact on the patient experience 17

18 PERFORMANCE IMPROVEMENT We Value What We Measure and We Measure What We Value Use the Metrics to arrive at the best outcome for patient experience. Action Plan Measure Implement Opportunity Outcome Identified Improved Outcome PLAN DO CHECK ACT 18

19 YOUR ROLE Volunteers are all part of our culture of excellence. Communicate effectively day to day Little things make a difference Say please and thank you Be professional and courteous Don t feed into negative conversations. BE NICE OR GO HOME 19

20 YOUR ROLE What is Managing Up? Positioning yourself and others in a positive light Manage yourself up by talking about how long you ve volunteered or why Manage others up by sharing positive experiences or stories about that staff person, volunteer, physician, or department 20

21 YOUR ROLE Why Manage Up? Patients and families feel better about their caregivers Patients and their families feel better about their coordination of care Staff and co-volunteers have a head start on gaining our customers confidence 21

22 WHAT IS SERVICE RECOVERY? Recovering unhappy patients/visitors by identifying and fixing the problem or making amends for the perceived failure It is about restoring trust and confidence in our ability as an organization to get it right. 22

23 R.E.A.C.T. SERVICE RECOVERY PROCESS R = Recognize Concern E = Empathize A = Apologize C = Connect and Listen T = Take Action 23

24 SERVICE RECOVERY Service Recovery is EVERYBODY S job and it begins with YOU!!!! If you have any questions, please contact: Meghan Pry Director, Service Excellence; ext

25 MCHS VOLUNTEER SERVICES 101 Be a great example of being a partner in community health and infection prevention. Mandatory Annual Flu Vaccinations Free of charge no billing to insurance Mandatory Annual TB testing Free of charge Practice Rigorous Hand Hygiene Also totally FREE! 25

26 MCHS VOLUNTEER SERVICES 101 DO. Be punctual Record your hours when you arrive Volunteer Sign-in Kiosks are located at main front desk, Pt. Svs desk on first floor and WSMP volunteer front desk. If you forget to sign-in, proceed to sign-in and call to report the corrected time-in or time-out If you are absent report it to or call your assignment area. 26

27 MCHS VOLUNTEER SERVICES 101 DO. Familiarize yourself with the codes Familiarize yourself and follow the organization s security policies and procedures If applicable, wear your uniform or hospital issued vest. Wear your badge on the upper portion of your body so that it is visible and unobstructed at all times. 27

28 MCHS VOLUNTEER SERVICES 101 DO. Wear closed toe shoes at all times Cover tattoos to the best of one s ability Maintain cleanliness and appearance at all times Encourage patients to send home or lock up any personal items that are valuable and follow that practice yourself Report all incidents that seem even potentially suspicious 28

29 MCHS VOLUNTEER SERVICES 101 DO Park on any levels or above 2 nd floor of the parking structure. Do not park in designated or Handicap parking if you are not eligible to do so. Turn all lost and found items to Security Maintain a courteous and professional demeanor at all times. Direct all criticism, suggestions and problems to your department captain or Volunteer Services Staff. 29

30 MCHS VOLUNTEER SERVICES 101 DO Wash Your Hands! Hand Washing is the number one method for preventing the spread of infection. Microorganisms can survive for days on surfaces Objects, such as computer keyboards and door handles, are often contaminated with bacteria 30

31 MCHS VOLUNTEER SERVICES 101 DO Wash your hands with soap and water when Coming on or off your shift After using the restroom After coughing, sneezing or blowing nose Before and after eating Before and after any patient contact Wearing gloves is not a substitute for hand washing 31

32 MCHS VOLUNTEER SERVICES 101 Don t DON T Wear perfume Some medical conditions may be adversely affected by exposure to fragranced products For the safety of all, we ask for your cooperation by not wearing perfume, cologne, after-shave, scented hand lotion, and other chemically fragranced personal care products. Smoke or report to your shift smelling like smoke We are a 100% smoke free campus Some medical conditions may be adversely affected by exposure to strong odors such as tobacco 32

33 MCHS VOLUNTEER SERVICES 101 Don t DON T Use your cell phone on duty Never take or make a call on duty Have your ringer turned off Never take a cell-phone photo inside the health system Only in Emergency use your cell phone 33

34 MCHS VOLUNTEER SERVICES 101 Don t DON T Come in when you are ill Use service elevators Enter a patients room if the door is closed or a no visitors or isolation sign is posted Indulge in idle gossip Eat at your station 34

35 MCHS VOLUNTEER SERVICES 101 DON T Disclose patient names to others when you leave the hospital Inquire about diagnosis or facts of a case Discuss medical treatment with a patient Ask hospital staff for medical advice Converse in loud tones in lobbies, hallways or elevators 35

36 CODES & EMERGENCY PROCEDURES Code Blue Operation 0 (Zero) Code Orange Code Pink Code Green Code Silver Code White Code Yellow Code Red Stat Respiratory /Cardiac Arrest Fire HazMat /Spill or Contaminated Infant/Child abduction Bomb Threat Active Shooter/Lockdown Conditions Favorable Warning Tornado cited Tornado touchdown or also could mean Emergency/Internal/External Disaster Now - Right Away 36

37 CODES & EMERGENCY PROCEDURES What to do if a patient or visitor falls. If they get up on their own, inquire about how they are feeling and offer assistance if needed. If they are struggling, encourage them to stay put, stay with them, and ask a staff member to take over. Answer staff questions required for an incident report. As a follow up - always call Volunteer Services to report a fall. 37

38 CODES & EMERGENCY PROCEDURES To report an emergency call X-2000 Do not use the telephone during an emergency unless necessary Always leave one phone line open during an emergency Always follow procedures as directed by staff during an emergency 38

39 MCHS VOLUNTEER REQUIRED ORIENTATION ICARE Values and Behaviors MCHS Policy & Procedures Fire Safety Patient Confidentiality and Safety Infection Control Security Infectious Disease Facts MCHS Volunteer Services 101 Self-Evaluation 39

40 REQUIRED EVALUATION Wheelchair Operation Competence Check chair. If not in good condition, DO NOT USE Brakes should lock both wheels securely Wheel swivels, foot rests, arm rests, seat and frame should be functional and secure Always leave unattended wheelchairs in the locked position 40

41 REQUIRED EVALUATION Wheelchair Operation Competence Handling Patients Patients impaired by sickness or injury should be handled by employee staff Ambulatory patients should be allowed to move in or out at their own speed Always lock both brakes before getting or letting patient in or out of chair Foot rests should be folded back to get patient in or out of chair * Place feet securely on rests before moving chair 41

42 REQUIRED EVALUATION Wheelchair Operation Competence Handling Patients It is best to have patients hands and arms inside of arm rests If patient has IV pole or carrier, get help to handle this equipment Be sure nothing is hanging or dragging which can get caught in or under the wheels 42

43 RE-CAP QUIZ You have completed the Power Point review. The Re-Cap Quiz is located in your packet of documents (Check the FORMS PACKET Signatures) 1. Complete the Quiz 2. Answers are found in this PowerPoint 3. When completed, sign and date quiz and bring this form with you at your interview. 43

44 ONBOARDING CHECKLIST FOR ADULT NEW VOLUNTEERS Download the requested forms as noted on the Onboarding Checklist for Adult New Volunteers and bring with you on the day of your interview. This checklist and its contents are located on the internet website from which you downloaded this form. Questions? Call, or us at 44

45 DEBRIEFING, TAKE AWAY AND EVALUATIONS STAFF AND CONTACT NUMBERS: Patricia Q. Garcia, Director of Volunteer Services/Community Relations Coordinator ; Adina Crain, Coordinator of Volunteer Services ; Acrain@echd.org Jennifer Jones, Volunteer Services Assistant ; Jjones1@echd.org 45