YOU make the difference!

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2 YOU make the difference! 0 Venice Family Clinic truly relies on the help of our volunteers! 0 Clinic Assistant volunteers work-up a large proportion of our patients each day, and are responsible for providing consistent, compassionate care to our vulnerable patient population. 0 Clinic Assistants have earned an outstanding reputation amongst patients and staff for their passion, focus, and dedication to Venice Family Clinic. 0 In order to sustain the stability and effectiveness of the Clinic Assistant program, we rely on all of you to uphold that reputation by maintaining the highest levels of professionalism, initiative, and effectiveness.

3 Patient-Centered Care 0 The individual patient experience matters! 0 Be mindful of how you are interacting with the patients, and to practice ways to improve each patient s experience at VFC. 0 Focus on creating a positive rapport with every patient. 0 Communication is essential. 0 It is important for you to communicate with the Medical Assistant that is assigned to the patient that you are working up, in order to ensure that you are fully prepared to make the most of each patient interaction.

4 Why this REALLY MATTERS One of our patients was recently asked the Family Planning Screening question, which unintentionally and unexpectedly negatively affected her patient experience. The patient was thrown off and very upset by the RLP question because she had just been diagnosed with Ovarian Cancer. While this type of situation is sometimes unavailable, we can take steps to avoid similar scenarios. If the volunteer or staff member that worked-up the patient had been better prepared, they would have been able to adapt their work-up process to accommodate for the patient s specific needs.

5 What we can do 0 Review patient s medical history prior to work-up. 0 Review patient info provided on the Azara patient list 0 Review Master IM in Next-Gen for patient s previous visit 0 Check in and/or huddle with Medical Assistant prior to work-ups to discuss specific patient needs or concerns.

6 Ensuring Quality of Care & Accountability To ensure the Quality of Care that our Clinic Assistant Program provides, we are introducing the following measures: Ownership of Clinic Assistant Shift Quarterly Clinic Assistant Competency Checks Intake Checklist & Work-Up Reviews Room Check Procedures

7 Ownership of Clinic Assistant Shift In order to optimize the level of service that we can provide our patients, we are asking volunteers to take on ownership of their Clinic Assistant shift. Please be aware of the following expectations: 0 Planned Absences Alert Volunteer Services at least 2 business days in advance. You will be responsible for either securing coverage or scheduling a make-up shift for any missed regularly scheduled Clinic Assistant shift. 0 No Call / No Shows - Attendance at all scheduled clinic sessions is mandatory. If you miss a shift without notice, you will be removed from the Clinic Assistant schedule. 0 Tardiness Clinic Assistants are expected to attend all clinic shifts on time. Consistent or excessive tardiness will result in dismissal from the Clinic Assistant program.

8 Quarterly Competency Checks 0 Our trial Competency Check over the summer was a success! The check revealed that most Clinic Assistants are familiar with proper clinical procedures, and are staying up to date with all updates and changes in the work-up process. 0 Competency Checks review essential information on the policies and procedures that all volunteers and staff in the Nursing Department should be aware of.

9 Quarterly Competency Checks 0 All Clinic Assistants are required to complete the Competency Checks by stated deadlines, in order to remain in good standing in the Clinic Assistant program. 0 Completion of the Competency Checks will be required for volunteers to level-up in order to become a Level 2 or LEAD Clinic Assistant.

10 Intake Checklist & Work-Up Reviews 0 Work-Up Review - In an effort to create an improved system of communication and accountability within the patient work-up process, we are working to finalize a process in which CAs will have their work checked by their MA buddies. 0 Intake Checklist - Our Nursing Director has established an Intake Checklist that we are currently piloting at the 604 Rose site. 0 The Intake Checklist is a tool that we hope that LEADs and MAs can use in the future to check the work of Clinic Assistant volunteers. 0 Please get familiar with the checklist, as it is a great reference for everyone to use to ensure that your patient work-ups are thorough and accurate.

11 Room Check Procedures 0 Room Checks have been added to L1name tag 0 In the continuing effort to support our Medical Staff as effectively as possible, we ve added Room Checks as a Level 1 Clinic Assistant skill. 0 We d like for brand new clinic assistants to focus on the following tasks in order to better assist our patients, and also to gain a better understanding of the clinic floor, the patient process, and the general flow of the clinic. 0 Of course, all Clinic Assistants, regardless of level, should be actively assisting with Room Checks during any down time!

12 Room Check Procedures 1. Check for available Exam Rooms 0 If an exam room is available, please notify the MA that is assigned to the Medical Provider working in those rooms 0 If needed, further assist the assigned MA, by cleaning and prepping the room and calling the patient in from the waiting room

13 Room Check Procedures 2. Clean Exam and Work-Up rooms 0 Put large pieces of litter into garbage can. 0 Make sure instruments are put away in their proper place. 0 If dangerous equipment or supplies are found such as needles, handle them carefully as outlined in the Safety Precautions Guidelines in your CA Handbook. 0 Strip the exam table and replace table paper. 0 Use the paper towel and Clorox to wipe any exposed areas 0 Ex: Door knobs, exam tables, chairs, trash cans, blood pressure cuffs, etc.

14 Room Check Procedures 3. Check Inventory and Re-stock Rooms, as needed