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Welcome to Volunteer Retraining for Teens R6/14. In this course you will learn about: Customer Service Integrity Program Confidentiality and Privacy Standards.

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Presentation on theme: "Welcome to Volunteer Retraining for Teens R6/14. In this course you will learn about: Customer Service Integrity Program Confidentiality and Privacy Standards."— Presentation transcript:

1 Welcome to Volunteer Retraining for Teens R6/14

2 In this course you will learn about: Customer Service Integrity Program Confidentiality and Privacy Standards of Conduct Tuberculosis Precautions Hand washing Boundaries Standard Precautions Safety and Security Fire Safety Hazardous Chemicals Disaster Codes Abandoned Newborns

3 Directions Please read everything carefully Some sections have a quiz (included in your retraining packet). Sign forms when indicated. When you have completed all sections of retraining and completed your packet, please return packet to Family and Volunteer Services by email, mail, or hand delivery. Adobe is required to complete the packet. Save your packet on your desktop and double-check that the answers are visible. CHROME USERS: Save the blank packet to your computer’s desktop before filling out the packet. You will need to open the saved packet in the Adobe Reader program in order to fill it out and re-save it effectively.

4 Nationwide Children’s Mission Our Reason For Being C - C - Highest Quality Health Care regardless of families ability to pay A - A - Advocacy for children and families R - R -Pediatric Research to ensure our children’s future health E - E - Education for patients, families, future providers and community S - S - Outstanding Service to patients, families and all customers

5 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

6 Standards of Conduct The Corporate Integrity Program Volunteers are members of the NCH Team NCH believes in and encourages an open communication policy NCH maintains a culture that promotes integrity and ethical behavior

7 Standards of Conduct The Corporate Integrity Program The Corporate Integrity Program Employees and volunteers are required to review the hospital Standards of Conduct booklet. Please click on the link to open the hospital website. When open, find ‘Standards of Conduct’ on the bottom right and click. The Office for Research Compliance and Integrity-- Standards of Conduct

8 Non-Retaliation Policy No 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. Standards of Conduct The Corporate Integrity Program Conflicts of Interest Volunteers will not pursue activities which represent a conflict of interest of the organization or the volunteer program.

9 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 Conduct The Corporate Integrity Program

10 Corporate Compliance Officer Hotline 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 Conduct The Corporate Integrity Program

11 Go to the Retraining Packet: 1. Read and sign the Standards of Conduct form 2. Take the Customer Service/ Corporate Integrity quiz


13 What is HIPAA? The Health Insurance Portability and Accountability Act of 1996 HIPAA provides federal government standards and requirements for maintaining and transmitting health information. It defines and protects information that identifies a patient.

14 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.

15 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

16 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

17 Where can breaches in confidentiality occur? At the Hospital Elevators Break rooms Shuttle bus Smoking hut Hallways Cafeteria Nurses’ stations In the Community Neighborhoods Churches Ball games Service organizations Parties Stores Clubs

18 What happens if there is a breach in confidentiality? The most common breach of confidentiality comes from loose talk, speaking openly in public spaces or in the community. Volunteers who breach confidentiality are subject to disciplinary action, up to and including termination. There may be heavy civil and criminal fines for violation of the law for the hospital.

19 Your Role: paper, faxes, phones, computers Never leave paper information unattended –Paper information includes admitting gift list, or any paper that has patient information –When making copies, do not leave originals in the copy machine Carefully dispose of confidential information –Grey shredding bins are located throughout the hospital Use fax and phone wisely –Reasonably verify fax numbers, location of receiving fax machine, identify of person receiving fax. Do not leave originals in fax machine –Reasonably verify phone number, identity of person(s) receiving voice mails Be careful with computers –Never share or write down your password; log off if you leave. –Do not send patient information (even names) on unsecured email –Make sure screens are not visible to those who should not have access

20 Your Role: Sharing Information Be careful with all oral communications—who can hear your conversation? This includes other volunteers. Before sharing information, verify person’s identity or check with the nurses station. Don’t pass along information from patient to patient— maintain their confidentiality Don’t share information with patients’ extended family or friends Do not include PHI (such as patient name) in unsecured email communicationsDo not include PHI (such as patient name) in unsecured email communications

21 Go to the Retraining Packet and take the Confidentiality/Privacy quiz Also, sign Confidentiality and Security Agreement

22 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.

23 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 OR FVS STAFF! ASK YOURSELF…

24 Know Your Boundaries Boundary Ground Rules  Function within your assignment description and tasks you have been trained.  Do not bring food or gifts to patients or families. Do not accept gifts from families.  Do not offer to babysit in family homes.  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.

25 Boundaries and Social Media  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, Twitter, or Instagram.  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.

26 Boundaries and Social Media  You may not post photos of patients on any social media site, such as Facebook or Instagram. Always remember patient privacy is of top priority.  There are many different scenarios and social media changes constantly. Just because we haven’t listed a particular website or situation doesn’t mean you shouldn’t consider it.  Think about the intent of the policy. We cannot have a rule for every situation. If a parent says it’s okay, is it? Who might be at risk? Are you really ‘friends’ with everyone in groups you belong to on Social Media? If you have a question, ask your coordinator.

27 Go to the Retraining Packet. Go to the Retraining Packet. Read and sign the Boundaries/Therapeutic Relationships form AND the Social Medial Policy

28 Infection Control What do volunteers need to know to prevent the spread of infection? Keep yourself healthy The healthier you are, the less chance you have of catching or spreading infection Be up to date on your immunizations This is not required to volunteer, with the exception of volunteers who have not had the chicken pox. Have an annual physical This is not required to volunteer Get a flu shot! Save your documentation.

29 Tuberculosis TB is spread when people cough, sneeze, speak, sing Franklin County has the highest TB rate in state The CDC determines need for TB testing based on an organizations size and risk Not everyone with TB has symptoms Tuberculosis is caused by the bacterium M. tuberculosis and is spread through the droplets of moisture that come from your nose or mouth.

30 Signs and Symptoms Cough: > 2 weeks Coughing blood Weight loss Fatigue Night sweats Loss of appetite Nausea Fever and chills Chest Pain Swollen Glands If you have experienced more than one of these symptoms in the last 12 months without explanation, see a doctor.

31 Volunteer Responsibilities Teens/High School Students: Go your primary care provider or another provider in the community to have a TB test. Then, provide the results to Employee Health at There may be a charge. Results must be received in Employee Health within 30 days. TB tests must be received annually when volunteering. See next slide for further information

32 Volunteer Responsibilities Teen/High School Student Resources: Summary of the Teen TB policy and the email address to send documentation of TB results—Use this link to view: Locations in the community where you can receive a TB skin test—Use this link to view: All updated ongoing information is available on the website at under ‘Current Volunteers.’ Beginning in 2014: TB testing required of all volunteers

33 Go to Retraining Packet: 1.Take Tuberculosis quiz 2.Complete and sign TB Testing Requirements

34 Chicken Pox/Shingles Chicken pox is highly contagious and to some children can be deadly. Preventative vaccine is currently available. –If you have not had the chicken pox we require that you receive the vaccination before volunteering If unsure about personal history of disease and are exposed, DO NOT COME IN TO THE HOSPITAL TO VOLUNTEER. Shingles is a very painful rash that affects the nerves. If you suspect you have shingles, DO NOT COME IN TO THE HOSPITAL TO VOLUNTEER. A person with shingles can pass on the illness as chickenpox.

35 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.

36 Standard Precautions 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

37 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

38 Contact Precautions Gloves, 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.

39 Droplet Precautions Mask and Hand hygiene Bacterial meningitis Strep Family and visitors may only be wearing a mask if having close patient contact.

40 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

41 Airborne Precautions Mask and Hand Hygiene ChickenpoxChickenpox MeaslesMeasles Will be in Airborne infection isolation roomWill be in Airborne infection isolation room Gloves and gown should be worn if contact with infectious materials is expected.

42 Airborne Precautions VOLUNTEERS MAY NOT ENTER Requires fitted N-95 mask Tuberculosis Smallpox

43 May be some language barriers Other Signs You May See… Toys in this room need to be cleaned with bleach wipes NPO Nothing by mouth— no food or liquid Do not enter without talking with nurse

44 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

45 Other signs you don’t recognize? Check with the nurse’s stationCheck with the nurse’s station Do not open the patient room doorDo not open the patient room door Take deliveries to nurse’s stationTake deliveries to nurse’s station

46 Health Care-Associated Infections Infections patients get while in the hospital Frequently transmitted by germs on hands Prevented by hand washing Gel In…Gel Out!Gel In…Gel Out! Wash hands for at least 15 seconds!

47 Handwashing Rubbing Alcohol Gel Versus 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 entering and exiting every patient room or curtained area When dropping items off for patients Routinely during volunteering to help prevent the spread of germs When having direct patient care

48 Exposures Wash the area Notify RN in charge Notify FVS In FVS, we will: Complete incident report Contact Employee Health, if needed 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.

49 OSHA Rules While in patient areas, do not: –eat –drink –apply cosmetics or lip balm –handle contact lenses Do not wear home clothing contaminated with blood/body fluids –get scrubs from SPD and leave clothes—FVS will assist –file incident report –clothes will be washed and returned Artificial nails are not permitted

50 Go to Retraining Packet and take Standard Precautions/Transmission-Based Precautions quiz

51 Safety and Security Departmental Overview The Safety and Security Departments: –exist to protect the safety and well being of the hospital family, both environmentally and physically –are staffed twenty-four hours a day seven days a week –patrol the main campus in various ways - bike, on foot, and in vehicles –Safety is concerned with mainly environmental and compliance issues

52 Services Security provides the following services –Escorts for staff, volunteers and visitors –Vehicle assists –Conflict resolutions –Instruction in Self-Defense –And with your help, investigations of suspicious persons and incidents (S.A.F.E.)

53 S. A. F. E. Become familiar with the hospital’s Security Policy (S. A. F. E.) S - secure, secure offices when not in use, as well as lockers and desk drawers A - alert, be alert to your environment Watch for suspicious people and activities F - foil, call attention to suspicious persons E - Educate, educate parents on the importance of following these security measures

54 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.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.

55 Fire Safety (Code Red) Education Fire Prevention Tips Please report damaged or defective electrical equipment or any safety issue to (722-2130) Store combustible/flammable material away from a heat source Practice good housekeeping Help us keep the “Smoke Free” environment at Nationwide Children’s Hospital. Smoking is prohibited in all areas.

56 Fire Plan R.A.C.E. R-Rescue, Remove anyone from the area of immediate danger A- Alarm, Activate the manual pull box and call 2-3333 to report the exact location of the fire C-Contain, Close doors E- Evacuate/Extinguish, If possible attempt to quell the fire by using an extinguisher Evacuate, if ordered to do so by Columbus Fire or the onsite fire director or fire warden, or if you are in immediate danger

57 Fire Extinguisher Use [P.A.S.S.] P-Pull the pinP-Pull the pin A-Aim at the base of the fireA-Aim at the base of the fire S-Squeeze the handles togetherS-Squeeze the handles together S-Sweep the base of the fire until extinguishedS-Sweep the base of the fire until extinguished

58 Evacuation There are four types of evacuationsThere are four types of evacuations o Rescue-involves removing people from a room or some other contained area o Horizontal-involves moving people from one unit to another making sure that there is a fire barrier door between you and the fire (Refer to illustration above) o Vertical-involves removing people from a fully involved floor to the floor below by means of the stairwells o Total-involves evacuation of a building or the entire campus. This type of evacuation can only occur once a “Code Yellow” has been initiated and Administration, in conjunction with Columbus Fire, authorizes it.

59 Hazardous Materials HazMat-The Employees right to know According to OSHA law the hospital has an obligation to inform its employees or volunteers of any hazardous, toxic or potentially life threatening chemicals that they might, in the course of their employment, come into contact with.

60 Elements of a HazMat Plan The Hospital’s hazardous materials plan must contain: o A written policy [located in the policies and procedures manual or on the Intranet.] o MSDS sheets [located in the poison control center] provide information on handling hazardous materials, first aid and proper personal protective equipment (PPE) o Proper Container labeling [primary and secondary] o Personal Protective Equipment supplied, free of charge, for any chemical that you will handle in the course of your duties. o Proper clean-up and disposal of hazardous waste.

61 Disaster Procedures Disaster Codes Fire Abduction Bomb Threat Severe Weather HazMat Medical Emergency Disaster Violent/Combative Person Person with weapon and/or hostage =Code Red =Code Adam =Code Black =Code Gray =Code Orange =Code Blue =Code Yellow =Code Violet =Code Silver

62 Disaster Procedures Workplace Violence Disaster Codes Code Violet--Violent/Combative Person Activated when a person’s behavior is observed to be increasingly out of control Behavior threatens the safety of that person or others Request assistance from staff immediately Code Silver--Person with weapon and/or hostage Activated when a person is seen with a weapon, distinctive popping noises or gunshots are heard, or in a hostage situation Request assistance from staff immediately Off-duty police or detectives are allowed to carry weapons 722-3333 is emergency security number

63 Volunteer Activities During a HEICS (Disaster) Activation FVS will be responsible for – Maintaining the Family Information Center which: Provides family members with information regarding the patient Provides a calm and nurturing atmosphere for parents and siblings of patients –Acting as runners between the various disaster centers –Assisting the Section Chiefs by recording ongoing events

64 NCH Flight Risk Gowns Any child in hospital pajamas without a staff member, parent or other designated adult is someone to stop and question.Any child in hospital pajamas without a staff member, parent or other designated adult is someone to stop and question.

65 NCH Flight Risk Gowns  Seeing a patient in a purple gown, without their constant attendant, is a cause for high alert and staff or volunteer should notify security.  Check with nurses station before entering room when patient is wearing purple gown

66 Abandoned Newborns Safe Havens for Newborn Children

67 Ohio Revised Code HB660 Nationwide Children’s is a willing partner in the Abandoned Newborn’s Law. It states, among many other things, that: o Infants, under 30 days old (with no signs of physical abuse) maybe dropped off at a safe haven. o Persons are allowed to anonymously surrender an infant without fear of questioning or arrest. If a parent brings a newborn either to the main campus or an off-site location, the volunteer shall; o Contact the staff person in charge and they will make all necessary notifications.

68 Go to Retraining Packet and take Safety/Security quiz

69 Evaluation Form Please take a few moments to fill out the self- evaluation form. This helps us know how you are doing as a volunteer and if you desire additional training. The method of reporting is “Self Report” You choose if you feel you N (Need Review), are M (Meeting Expectations), or E (Exceeding Expectations).

70 Quick Reminders Volunteers must wear the Nationwide Children’s volunteer uniform polo or vest. Your photo id must be worn at all times. Closed-toe shoes are required. Please, no blue jeans, shorts, capris, sagging, or shirts which expose your mid-section. Super Volunteer

71 Updates… You can now check and print your hours and update your contact information at: information-center information-center – –Your email address is the log-in and your pin # is the password. Be sure to check your email regularly for updates regarding any changes happening at the hospital. Flu vaccines are mandatory for all volunteers. Send verification to:

72 Flu Vaccines Flu vaccines are mandatory for all volunteers. Flu season is typically September through March and vaccines will be available at this time. Flu vaccines are not available to teen volunteers from Employee Health. You will need to go to your primary care provider or another community source. Send documentation of flu vaccine to: Make sure it has your name and ‘Volunteer’ indicated on paperwork.

73 Updates… Volunteer sign in and out – –Volunteer Program Office, located just past the Chapel off of the C-Lobby. – –Can use either the Timken office or the new office. Where are the staff? – –Secretaries are in the Volunteer Program office near the C-Lobby. – –Volunteer Coordinators (Brittany and Laura) are in the Timken office – –Child Life Specialists have offices on their unit—check with them on how best to find them.

74 Updates… Parking at the Main hospital – –Volunteers using a card key to park at the main hospital now have access to the Underground Visitor Garage. – –The address of the Underground garage is 635 Children’s Drive – –Do not take a ticket—hold cardkey in front of reader to enter. – –When exiting, use right lane, and hold card key in front of reader. – –Your badge no longer works at the Mooberry garage.

75 Congratulations! You have finished your annual retraining! Please remember to complete all quizzes and sign all forms. Return completed packet to Family and Volunteer Services. If you have any questions or concerns, don’t hesitate to contact us.

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