VOLUNTEER ORIENTATION

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

VOLUNTEERS

We look forward to learning more about

you



Name



How did you hear about us?

Volunteers are part of the MCHS Team



We’re about the Patient/Family experience



Patients

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Patient families

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MCHS family (paid staff, volunteers,

physicians)



The community



Others

CREATING YOUR ROLE



Volunteer / Patient Story



Get involved…Get excited…Make a

Difference!

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Immersion of volunteer into patient’s circle



Connecting the Dots back to You

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Creating Your Role (Service Description)

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”

MEDICAL CENTER HEALTH SYSTEM



We treat all patients



We are Level 2 Trauma Healthcare System



We service 17 county region

SAFEGUARDING & OWNERSHIP

When we take ownership and help safeguard

the programs and projects we volunteer with

– following Policy and Procedures becomes

second nature.

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,

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…

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

HIPAA

_{Compliance & Privacy Hotline}

Information

*Hotline – 1-800-805-1642

*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 – 640-1900

*Integrity Boxes – beside employee time clocks

For all - paid staff & volunteers, seeking compliance information or advice.

HIPAA

_{IT TAKES US ALL!}

You are the eyes and ears of

MCHS. You make a difference

SERVICE EXCELLENCE

Customer Service vs Service Excellence

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

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

ICARE BEHAVIORS

Ass

I

st and escort

Introdu

C

e yourself

Pick up tr

A

sh

Acknowledge and g

R

eet

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

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 _Opportunity Implement Outcome Identified Improved Outcome

PLAN DO

CHECK

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.

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

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

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”.

R.E.A.C.T.

SERVICE RECOVERY PROCESS

R = Recognize Concern

E = Empathize

A = Apologize

C = Connect and Listen

T = Take Action

SERVICE RECOVERY

Service Recovery

is EVERYBODY’S job…

and it begins with

YOU!!!!

If you have any questions, please contact: Meghan Pry

Be a great example of being a partner in

community health and infection prevention.



Mandatory Annual Flu Vaccinations

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Free of charge – no billing to insurance

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Mandatory Annual TB testing

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Free of charge

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Practice Rigorous Hand Hygiene

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Also totally FREE!

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 640-2249 to report the corrected time-in or time-out

If you are absent report it to [email protected] or call your assignment area.

MCHS VOLUNTEER SERVICES 101

• 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.

MCHS VOLUNTEER SERVICES 101

DO….

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

MCHS VOLUNTEER SERVICES 101

DO…

Park on any levels or above 2nd _{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.

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

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

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

MCHS VOLUNTEER SERVICES 101

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

DON’T

MCHS VOLUNTEER SERVICES 101

Only in Emergency

use your cell phone

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

DON’T…

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

CODES & EMERGENCY PROCEDURES

Code Blue Respiratory /Cardiac Arrest Operation 0 (Zero) Fire

Code Orange HazMat /Spill or Contaminated Code Pink Infant/Child abduction

Code Green Bomb Threat

Code Silver Active Shooter/Lockdown Code White Conditions Favorable

Code Yellow Warning – Tornado cited

Code Red Tornado touchdown or also could mean Emergency/Internal/External Disaster Stat Now - Right Away

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.

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

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

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

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

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

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.

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, 432-640-2249 or email us at

[email protected]

DEBRIEFING, TAKE AWAY AND EVALUATIONS

STAFF AND CONTACT NUMBERS:

Email: [email protected]

Patricia Q. Garcia, Director of Volunteer Services/Community Relations Coordinator

432-640-2243; [email protected]

Adina Crain, Coordinator of Volunteer Services 432-640-4663 ; [email protected]

Jennifer Jones, Volunteer Services Assistant 432-640-2249; [email protected]