1. Volunteer Orientation
Welcome to the
NewYork-Presbyterian/Queens
volunteer family
We are very happy to show you
all you will need to know to
be great volunteer

2. Welcome! Hello Volunteer, Welcome to the NewYork-Presbyterian/Queens
Volunteer Orientation.
We are very excited to have you joining our volunteer family. As a volunteer, there are many things you will need to know about NewYork-Presbyterian/Queens. Please read everything carefully and be prepared to answer a short questionnaire at the end of this orientation as well as on your first day.

3. Orientation Will Cover
Volunteer Dress Code
Privacy and Confidentiality
Fire Safety
Patient Experience
Compliance
Infection Control
Once you have finished the power point you will be asked to print the questionnaire and return it with all the other completed paperwork.

4. About Volunteer Services
The Volunteer Services Department Staff
Director
Jacqueline Cahill
Phone:
Secretary
Geraldine Jean-Baptiste
Phone:
Office hours
8 A.M. to 4 P.M.
Location
The office is located on the first floor room N 128

5. Areas Where Volunteers Can Help
Ambulatory Surgery
Golden Spoons
Blood Donor Center
Hall of Science
Pharmacy
Children’s Workshop
Information Desk
Physical Medicine and Rehabilitation
Children’s Workshop Room Coordinator
Lab
Radiology Liaison
Clerical
Occupational Therapy
Reach Out and Read
Concierge
Main O.R.
Dental
Pastoral Care
Surgical Liaison
Dietary
Patient Experience
Theresa Lang Children's Center
Emergency Department
Patient Hospitality
Environmental Care
Patient Hospitality Whiteboard
Visitor Guide
General Services
Winding Down
Gift Shop
Once you are cleared to start, we will sit with you and
discuss where your interests and abilities will best be served.

6. Meal Tickets
Each Volunteer will receive a meal voucher during their volunteer shift.
The meal vouchers are stationed in the Volunteer Services Department you may come in and take one after you have signed in. The voucher can be used only in the NYP/Queens cafeteria on the day of your shift.
Anything over the meal voucher amount you will be responsible for the difference. If you spend less than the amount you will not receive change (it is only a voucher). The cafeteria is location in the basement next to the blue elevators.

7. Volunteer Dress Code Volunteers must adhere to a dress code
If you are not properly dressed you will be sent home without credited hours.
The volunteer uniform (ID badge AND white button down shirt, dress pants or skirt) must be worn at all times during your shift, including when signing in or out and when you are on your break (in the cafeteria). If you forget your NYP Queens ID, report for to the Volunteer Services office.

8. Volunteer Dress Code Females Males
Skirt (knee-length or longer) with white shirt
Dress pants- black, blue, beige, khaki
With white collared button down shirt
Dress pants- solid color (black, blue, beige, khaki)
Shirts tucked into pants
Hair- collar length or tied back with an elastic band.
Mustaches and beards neatly trimmed.

9. Inappropriate Attire No perfume or cologne while volunteering
Scrubs or any type of medical uniform
Jeans, cargo pants, shorts, or Capri pants
Leggings or tights worn as pants, or spandex pants
Sweat suits or wind suits
Shirts with unauthorized messages and/or logos
Casual, tight-fitting, or revealing clothing
Hats or caps, unless being worn for religious purposes.
Excessive jewelry
Sandals, flip-flops, backless shoes (except if they have a heel strap), open-toed shoes. Bare feet are not permitted for infection control reasons.

10. Section 1: Welcome to the NewYork-Presbyterian/Queens Volunteer Program

11. Section 1
Objectives:
This section provides a welcome guide to NewYork-Presbyterian Queens
Upon completion of this section, you will be able to:
Identify NewYork-Presbyterian Queens’ visions & values
Learn about NewYork-Presbyterian Queens’ strategic initiatives and goals
Identify the purpose of the Volunteer Services department  

12. We Care Values Welcome First Impressions are lasting impressions
Welcome everyone with a warm and friendly smile. Treat them as if they were guests in your home
Be sincere, courteous and friendly in all interactions with patients, customers, and co-workers
Offer to escort visitors/patients when they appear lost and offer wheelchair assistance, if necessary
Always introduce yourself, giving your name and title.
Use titles – Mr. Mrs. and the last name. Do not use ”pet” phrases, such as “honey”, “sweetie”
Always end interactions with, “Is there anything else I can do for you? I have the time.” or “Do you have any other questions?”
Welcome and support new employees and help them become part of the work team
Dress appropriately and present yourself in a professional manner

13. We Care Values Empathy Be sensitive to the feelings of others
Seek to understand as to be understood
Be sensitive to the impact that health problems and/or hospitalization can cause
See things from other’s perspectives
Recognize that pain is not only as physical, but also emotional and spiritual

14. We Care Values Communication
Listen, observe, understand, and then speak. It’s not what you say, but how you say it
Listen with all five senses without interruption. Give full attention to what the customer is saying.
Speak in a clear, concise manner and avoid medical jargon in order to minimize anxiety and miscommunication.
Show respect by listening actively and reserving judgment
Ensure that you are speaking in the person’s language of preference and utilize the interpreting services available.
Use proper telephone etiquette – A smile can be heard over the phone!
Never discuss how busy you are with patients, visitors and customers.
Use facial expressions, body language and tones of voice that convey positive messages.
Acknowledge requests/concerns and respond as appropriate in a timely manner.
Keep patient, primary contact and customers informed of delays.
Make sure written communication is legible, and all documents are signed, timed and dated appropriately

15. We Care Values Accountability I am NYP/Queens
Live the values of NYP/Queens and take pride in NYP/Queens as if you owned it. There is no “I” in team, we are all in it together.
Treat our customers as our first priority
Remember that while in the workplace and even on break, all actions and behaviors reflect NYP/Queens.
Be sure you know and understand the responsibilities of your job. Take charge and accept these responsibilities
Work diligently to fix problems immediately or be accountable to find someone who can. Be the solution not the problem.
Strive to do the job right the first time. Focus on the “customer’s” needs.
Accept responsibility for your actions, not placing blame on others
Be responsible to ensure that confidentiality is never compromised
Promptly respond to patient needs
Follow the Patient Experience Values-we care- as well as hospital policies

16. We Care Values Respect Honor the dignity and worth of each person
Always knock before entering a room. Close doors and curtains if possible. Make sure patients are comfortable, in correct position, and appropriately covered.
Show respect to patients and their family members by using their last name when acknowledging them. 
Respect everyone equally; no one is worth less than you.
Embrace the diversity, cultural and religious differences of our patients, customers and co-workers. The value of a person is priceless.
Show respect for the patient by appropriate use of words and body language that properly suit the situation. Value the patients as our primary reason for being here.
Respect privacy by not discussing patient related issues in public places. Protect the patient’s privacy by using a low voice when talking to patients in their hospital room or any crowded area.
“HUSH” – Help Us Support Healing – a quiet environment is a healing environment
Show your desire to serve and act with a sense of humility.
Respect the role of all employees as members of the hospital team.

17. We Care Values Excellence
Create an experience beyond expectations. Every caregiver, every patient, every time!
Always display a professional appearance and use appropriate language
Be open to new ideas, change and new ways of doing things
Set expectations; perform all duties to exceed our standards
Provide a quiet, litter and clutter free environment
Display positive role model behavior and attitude
Take initiative -- be involved -- be accountable
Never underestimate the power of an apology
Be an ambassador of New York-Presbyterian Queens

18. Vision, Mission & Values
Our Vision
To be the market leader of quality healthcare service in Queens
Our Mission:
To be the premier healthcare institution serving our greater community by providing excellence in clinical care and patient safety, education, clinical research, and service.
Our Values:
Caring and Compassion
Commitment
Candor
Courage
Competence
Continuous learning

19. The Volunteer Services Department Purpose
The Volunteer Services Department is committed to
developing and maintaining a humanistic volunteer staff and efficient program. Volunteers are utilized throughout the hospital in a variety of ways to enhance and support the hospital’s initiatives.
NewYork-Presbyterian/Queens volunteers are warm and caring individuals who give back to their community. Volunteers offer their time, talent and dedication throughout the hospital in patient care and clerical settings providing an extra dimension of care to our patients and families.
Volunteers are a vital part of NewYork-Presbyterian/Queens. Our volunteers come from unique backgrounds but are commonly interested in helping others. The care they provide is invaluable to patients and families.

20. Section 2: Patient Care Concepts

21. Section 2
Objectives:
This section provides information on Patient Care concepts at NewYork-Presbyterian Queens.
Upon completion of this section, you will be able to:
Have a general understanding of Patient Care concepts
Introduce yourself to patients
Communicate with empathy
Utilize service recovery tools to address patient concerns in a way that conveys compassion and empathy

22. Patient Care
As a volunteer, you can deliver patient care by following the basic principle of AIDET:

23. Empathetic Communication
There are two types of communication: * Emotional * Logical We believe that combining the two is the best way to communicate with patients
Emotional
Focuses on:
Emotion
Caring
Empathy
Benefits:
Patients, families and coworkers feel important, cared for, and understood
You can anticipate needs before they arise
Logical
Tasks
Information
Analysis
Explanation
Planning
Our customers get valuable information
They appreciate answers and solutions

24. Empathetic Communication
Here is an example of how to properly use the communication principle:
Family members of the patient in bed A are having loud conversations and are disturbing the patient in bed B.
"I'm sorry to interrupt, this sounds like a fun group. [Patient], you've got a great support system!"
Unfortunately, because we do have shared rooms I am going to need to ask you to please keep your voices down so our other patients can rest. If you'd like, I can show you where the family lounge is if you'd prefer to be able to speak at louder volumes?
"Thank you for understanding and helping us to help
our patients heal."

25. Acknowledge, Apologize, Amend
Acknowledge- Listen with empathy and thank patients for bringing their concern to you.
“Three hours can be a long time to wait for your doctor, you must be feeling frustrated. Thank you for bringing this to my attention.”
Apologize- Apologize on behalf of the hospital without placing blame.
“I am very sorry for the lengthy wait time you experienced, this is not typical for our department.”
Amend- Resolve the concern and keep patients updated on progress until the issue is completely resolved.
“I will speak to your nurse to determine the cause of the delay and will update you as soon as possible.”

26. The Blameless Apology An apology that Blames (Not Good)
"Sorry but it wasn't my fault."
"I'm really sorry- I've been so busy."
"I'm sorry you had to wait- we're really short-staffed."
A Blameless Apology (Better)
"I'm sorry."
"I'm so sorry this wasn't what you were expecting."
"I'm so sorry you were inconvenienced."

27. Setting Expectations
Setting expectations reflects how well our performance meets the expectations of our patients. The only way to exceed expectations is to understand them and appropriately set them
As a volunteer, some ways you can set expectations are:
Introduce yourself every time you enter a room.
If you do not know what a patient is expecting, ask.
Sit down during your introductory round with the patient; it increases the perception of time spent.
If you cannot immediately resolve an issue, set expectations for next steps and inform the patient when you will be updating them next.
If you require assistance to fulfill a patient request, explain where you are going and when you will be back to provide an update.
Set expectations you can meet. Avoid phrases like “be right back” and “just a second.”
Our patients use their call bells as their lifeline. They expect it to be answered immediately and with a sense of urgency. No matter who you are, never walk past a call bell.

28. Setting Expectations Remember Every Patient Every time
Demonstrating Presence
Demonstrating presence helps to ensure our patients and colleagues know that we are listening to them and are engaged in addressing their needs.
Here are some tips on being present
Develop positive thoughts. This will lead to positive behavior.
Always make eye contact and smile.
Ensure your body language matches your verbal language.
Enter conversations when you are prepared to listen. If you are not ready, find a way to be ready.
Listen with the intent to understand, not the intent to reply.
Know when you feel stretched thin you are less likely to have a good encounter with a patient.
Develop a game plan to address how are you feeling. You may want to set a positive intention prior to each encounter.
Ask for help if you need it.

29. Section 3: Compliance - Privacy and Confidentiality

30. Section 3
Objectives
This section provides information on how to maintain compliance with privacy and confidentiality laws and hospital policies
Upon completion of this section, you will be able to:
Understanding the Health Insurance Portability and Accountability Act (HIPAA) and how to enforce it
Learn what The Joint Commission (TJC) is and how to conduct yourself during a survey
Appropriately report any concerns you may have while volunteering in the hospital

31. Volunteer Compliance
In healthcare, there are many important legislations and government entities that regulate how hospital employees and volunteers should act in an effort to protect patient safety and the quality of healthcare delivery.
You will now learn about some of these including:
The Health Insurance Portability and Accountability Act (HIPAA)
The Joint Commission
The Patient Bill of Rights

32. Understanding Health Information Privacy: HIPAA
The Health Portability and Accountability Act of 1996 (HIPAA) is a multifaceted piece of legislation covering three areas:
A. Insurance Portability:
Portability ensures that individuals moving from one health plan to another will have continuity of coverage and will not be denied coverage.
B. Fraud Enforcement (Accountability):
Significantly increases the federal government’s fraud enforcement authority in many different areas.
C. Administrative Simplification:
Ensures system-wide, technical and policy changes in healthcare organizations in order to protect patient’s privacy and the confidentiality of identifiable protected health information (PHI).

33. Confidentiality and Privacy
The Privacy Rule
Covers the confidentiality of protected health information (PHI) in all formats including electronic, paper, and oral. Confidentiality is an assurance that the information will be safeguarded from unauthorized disclosure or unintended use. When healthcare providers are using PHI, the Privacy Rule requires that they make reasonable efforts to limit the information to the “minimum necessary” to accomplish the intended purpose of the use of information.
What is considered identifiable Protected Health Information (PHI)?
Addresses, Dates, Telephone or fax numbers, Social Security numbers, Medical records numbers, Patient account numbers, Insurance plan numbers, Vehicle information, License numbers, Medical equipment numbers, Photographs, Fingerprints, addresses, Internet addresses

34. Understanding Health Information Privacy: HIPAA
The most important part of HIPAA for volunteers to understand is the Privacy Rule which protects medical records and other personal health information. Violating the HIPAA Privacy Rule can result in civil or criminal sanctions:
Civil penalties can result in fines up to $100 for each violation per individual. This means that if the hospital releases 80 patient records, it could be fined for a total of $8,000. The annual limit per person for violating each identical requirement is $25,000.
Criminal penalties for knowingly disclosing PHI may include large fines as well as jail time. Criminal penalties increase as the seriousness of the offense increases.

35. Confidentiality and Privacy- The Volunteer Role
Here is a example of a situation involving HIPAA and PHI that might arise for a volunteer:
Situation:
During the course of your regular volunteer duties, you enter a patient room to find a fellow volunteer who has been hospitalized.
Appropriate response:
Converse with the volunteer as you would normally do with other patients or clients as part of your routine duties.
Violation of Patient Privacy:
Inform other volunteers or staff in volunteer office that the person is a patient, unless the patient has authorized the release of that information.

36. Confidentiality and Privacy- The Volunteer Role
You can avoid unintentionally violating NYP/Queens Privacy and Security policies by:
Refraining from discussing patient information in public places, such as the cafeterias, elevators and restrooms.
Not using any external , such as Gmail or Yahoo, to communicate clinical or patient information.
Not using social media sites, such as Facebook, LinkedIn, Twitter, or Instagram to discuss or post any patient-related information.
Properly disposing of private, patient information in shredder bins and never leaving the hospital with patient information.
Keep in mind that all patients deserve privacy, even if they are close friends or well-known celebrities.

37. Confidentiality and Privacy- Social Media
Volunteers are not permitted to use social media to disclose any individually identifiable information about hospital patients in any form (including photo, video or written content).
Even if a patient is not identified by name, a disclosure could still violate hospital policies, the Health Insurance Portability and Accountability Act (HIPAA), and other applicable laws if there is a reasonable basis to believe that the patient could be identified from the disclosure.
Volunteers are discourage from discussing hospital patients on social media or in any public forum, even if the patient cannot be identified.
Personal phones, cameras and other personal devices may NOT be used to photograph, film, or record hospital patients or to receive, store or transmit individually identifiable information of hospital patients.
Violation of this policy may lead to disciplinary action up to and including suspension and/or termination of employment/volunteer status, contract, or medical staff appointment.
In addition, breach of HIPAA or other laws or regulations may lead to legal proceedings and/or criminal charges.

38. The Joint Commission
The Joint Commission (TJC) is an independent, not for profit organization that accredits healthcare organizations and sets the standard for quality in healthcare.
They can audit the hospital at anytime of the year, but The Joint Commission surveys hospitals regularly every 3 years. The surveys are unannounced and we are not aware of them until the surveyors arrive and introduce themselves to administration.
If TJC surveyors come in to conduct a survey, volunteers will be notified via , kiosk messages, and told in person upon arriving in Volunteer Services office.
It is NewYork-Presbyterian/Queens’ goal to achieve a consistently excellent level of patient care practice and to be continuously ready for The Joint Commission.

39. The Joint Commission: The Volunteer Role
Volunteers may be approached during a survey. If you are approached by a surveyor remain calm, be polite and answer the surveyor’s questions to be the best of your ability.
If you do not know the answer to a question, it is best to respond by stating,
“I do not know the answer, but I know that I can access that information in the volunteer office.”
Surveyors want volunteers to be able to access important information, but it is not necessary to have all relevant information memorized. It is also ok to refer notes that you may have on your person.

40. The Joint Commission: The Volunteer Role
Common questions for volunteers are related to:
Fire and Emergency Codes
Example: what does RACE/PASS mean? What would your role be if a Dr. Kidstone was called?
Hospital Information
Example: what are the hospital’s values?
Confidentiality
Example: are you familiar with HIPAA? How do you help maintain patient privacy?
The Volunteer Services office provides volunteers with annual education and tools to maintain survey preparedness. You can access important information at any time in our offices.

41. Code of Conduct
The Code of Conduct is included at the end of this orientation and must be read in its entirety.
It is the policy of NewYork- Presbyterian/Queens that all individuals within its facilities and on its property will be treated with dignity, courtesy and respect. NewYork- Presbyterian/Queens requires that its employees, medical staff, vendors, independent contractors, volunteers and practitioners, conduct themselves in a professional and cooperative manner while in the hospital and while representing the hospital in the community.
The hospital has zero tolerance for intimidating, bullying and/or behaviors that undermine a culture of quality, safety and compassionate care.
A single egregious incident of such behavior or violation of an established workplace rule including but not limited to the following: physical or sexual harassment, assault, a felony conviction, a fraudulent act, stealing or damaging hospital property, inappropriate physical behavior, falsifying hospital documentation, abusive, harassing, threatening or otherwise grossly offensive conduct or language, any incident of patient abuse, or illegal possession of weapons, dangerous instrumentalities or substances while on hospital property, may result in corrective action up to and including termination.

42. Code of Conduct
Unacceptable and disruptive conduct that undermine a culture of quality, safety and compassionate care may include, but is not limited the following:
Verbal abuse, profanity, vulgarity, threatening words/actions, sexual or racial harassment, physical threats, physical attacks- leveled at hospital personnel, medical staff, volunteers, patients or visitors that are personal in nature, and beyond the bounds of fair professional conduct;
Impertinent or inappropriate comments or illustrations made in medical records or other official hospital documents that criticize the quality of patient care in the hospital or attack particular hospital personnel, physicians, or hospital policies;
Workplace criticism that is leveled at the recipient in such a way that it intimidates, undermines confidence, belittles or implies stupidity or incompetence;
Passive aggressive behavior, inappropriate reluctance or refusal to answer questions, return phone calls, messages, or pages; condescending language or voice intonation, refusing to perform assigned tasks or uncooperative behaviors and attitudes during routine assignments and activities.
Behavior that unnecessarily creates a stressful environment and interferes with others’ effective functioning.

43. Section 4: Safety

44. Section 4
Objectives
This section provides safety procedures at NewYork- Presbyterian Queens.
Upon completion of this section, you will be able to:
Understand emergency procedures
Understand Fire Safety procedures
Learn about NewYork-Presbyterian Queens safety codes

45. Emergencies
The Command Center, under the Hospital Incident Command System, coordinates all emergency incident responses. If there is an emergency, you can serve a vital role as a volunteer.
During any emergency, first ensure your own safety and then the safety of those around you. You should report to the Volunteer Services office right away.
Do not proceed to your regularly assigned area; you will be assigned to those departments where you are needed
Please make sure that your contact information is kept up to date with the volunteer department should we need to reach you..

46. Fire Safety- RACE
R.A.C.E. is a fire safety acronym that means Rescue, Alarm, Confine, Extinguish. All hospital volunteers and staff are required to know and understand R.A.C.E procedures.
Rescue
Assess the situation: perform rescues only if you are not putting yourself in serious danger. Some rescues are too dangerous and should be left to the Fire Department or other trained professionals.
Saving lives is our priority. Most fires spread very quickly, so you should remove people- this includes visitors and staff, as well as patients, from the immediate danger.
Alarm
If you are in fire or smoke condition, activate the nearest fire alarm pull station, while calling out, “Dr. Firestone.” A staff person or someone responding to the emergency should follow up by dialing the fire notification number, saying “Dr. Firestone” and then repeating the location three times.
Dr. Firestone is Code for Fire

47. Fire Safety- RACE Confined
The C in RACE stands for confine. Confinement involves minimizing the spread of fire and smoke by closing all doors throughout the unit. Closing doors reduces the spread of fire and, equally as important, the spread of smoke. Smoke travels unpredictably and it is always dangerous. Most fire- related deaths occur from smoke inhalation, so close all doors on the floor.
Evacuate/Extinguish
The E in RACE actually has two actions: evacuate and extinguish. Which one you decide to do depends largely on your assessment of the situation. You may be able to extinguish small fires. However, if you are not sure, do not risk your life attempting to extinguish a fire.
For a larger fire, the best decision is to leave it alone and evacuate everyone to safety. Leave large fires to trained responding personnel.
At any point during a fire emergency, make sure to quickly and calmly follow emergency responders’ instructions, including an order to evacuate the area.
Not all fire emergencies require an evacuation. Patient care areas shall defend-in-place as necessary. If you are a safe distance from the fire, you can defend in place by performing the C in RACE- confine- by closing patient doors.

48. Fire Safety- RACE Evacuating When
If you are ordered to evacuate by authorities or overhead announcement, do so. Any amount of smoke can be threat to our patients. If you or the patients are breathing in smoke, evacuate immediately.
Who
An evacuation can be partial (involving a single room or several rooms), across an entire floor, or effective for entire building.
Where
There are two directions to evacuate:
Horizontal- across the floor, away from the fire and smoke origin
Vertical- down the stairways to the outside of the building
How
Both smoke and heat rise upwards, so it is important to lower yourself to get out of the dense smoke.

49. Fire Safety- RACE Extinguish
Only use an extinguisher on smaller fires that are just starting to burn. If possible, keep your back to the door, allowing enough room for you to evacuate if necessary. Even if you successfully put out the fire, complete the entire RACE procedure to ensure everyone’s safety.
Extinguishers are available to help you fight a smaller fire. They do not make you a fire-fighting professional. Leave larger fires to the pros.
How to Use a Fire Extinguisher
Once you select the correct extinguisher, you need to use it properly. The proper way to use an extinguisher is to:
Pull pin
Aim nozzle at the base of the fire
Squeeze lever
Sweep nozzle from side to side
Unlike RACE, you must perform PASS in the proper order.

50. Dr. Kidstone and Code Silver
Abduction of children up to the age of 18
All areas of the hospital, including in-patient, clinics, and the public areas
All infants or children, whether they are patients or visitors
The abduction of an infant or child is a risk any hospital faces.
If a child is missing, assume that there is an abduction.
Code Silver
Definition
Any hostile person/ persons with a weapon with the intent to cause injury or harm, whether they are patients, visitors, or staff.
Purpose
The purpose of the code is to alert appropriate staff and authorities of the dangerous situation while keeping a safe distance and preventing others from entering the area.
Applicability
All areas of the hospital, including inpatient, outpatient areas, and public spaces.

51. Code Silver Responding to Code Silver:
Listen carefully to the overhead announcement.
If possible, warn other faculty, staff, students and visitors to immediate shelter.
If you are responsible for patients, afford them the best possible protection depending on their mobility.
Shelter in place; go to a room that can be locked or barricaded.
Keep yourself out of sight and take adequate cover/protection.
Turn off lights.
Silence cell phones and pagers.
Remain as quiet as you can until help arrives.

52. Crime Prevention- Theft
We all have a role in preventing crime here at the hospital. Don’t leave your crime prevention sense at home. Be prepared to:
Protect your valuables, including laptops, cell phones, iPods, and PDAs.
Even if you leave for a few minutes, always secure your work area.
Call Security immediately if you see a suspicious person.
Report any crimes or missing property to Security and the Volunteer Services office.
If you see something, say something.
To contact Security from an internal hospital phone dial or from an outside/ personal phone.

53. Section 5: Infection Prevention

54. Section 5
Objectives
This section provides information and tools you need to prevent the spread of infection.
Upon completion of this section, you will be able to:
Describe and demonstrate hand hygiene methods.
Practice good cough etiquette
Explain the three types of infection transmission and isolation precautions

55. Understanding Infection Prevention
Transmission of infections require three things:
A source of an infectious agent
A susceptible host
A mode of transmission
Measures to stop the transmission of infectious agents include:
Hand hygiene
Standard precautions
Transmission-based precautions

56. Hand Hygiene
NYP/Q follows the Centers for Disease Control and Prevention (CDC) guidelines for hand hygiene to stop the transmission of infection. These guidelines include:
Hand Disinfection
Use alcohol hand sanitizer (Purell)
Hand washing with Soap and Water
Creates friction between hands that loosens debris
Running water rinses debris away

57. Hand Hygiene

58. Using Purell What to Know
Purell is more effective than soap and water in killing bacteria, fungi, and viruses.
It is recommended for routine hand disinfection.
Before patient contact, even if gloves are worn
After patient contact
After touching patient care equipment or environmental surfaces
After removing gloves
How to Use
Pump the dispenser once.
Cover all surfaces: your fingertips, webs between fingers, back of hands and thumbs.
Continue rubbing until hands are dry.

59. Hand Washing with Soap and Water
When to Use
If hands are visibly soiled
At the start of shift
After using bathroom
After eating
If hands are sticky from repeated Purell use
How to Wash
Wet hands and apply soap
Rub hands together for 15 to 20 seconds.
Cover all surfaces.
Rinse and dry hands with paper towels.
Turn off faucet with towel.
Practice
See if you can wash your hands for twenty seconds

60. Fingernail Policy Artificial nail enhancements are
NOT permitted to be worn by staff
and/ or volunteers with direct patient care responsibilities
Nail treatments and long nails may harbor microorganisms and can put patients at risk.
Natural nails should be no longer than ¼ inch.
Un-chipped nail polish on natural nails is permitted.

61. Respiratory Hygiene and Cough Etiquette
To prevent the spread of respiratory infections- such as influenza- you should implement infection control measures with patients, family members, visitors, and staff who have a cough, runny nose, congestion, or who are sneezing.
Good Hygiene Practices
Cover mouth and nose with tissues when coughing or sneezing
Wear surgical masks, when necessary.
Dispose of used tissues and masks in trash.
Perform hand hygiene.
Maintain a three foot distance from other patients.
Volunteers who are ill or having any cold or flu-like symptoms should NOT come in to volunteer until they are completely symptom free.

62. Spreading Germs
It is very important to protect the health of our patients, visitors, staff, and ourselves!
Volunteers are strongly advised to receive an annual flu shot.
Volunteers will only come to their scheduled shift if they are healthy.
Do not come in to volunteer if you have:
Rash
Diarrhea
Cough (person with active cough shouldn’t come in contact with patients)
Cold- like symptoms
Flu- like symptoms
Fever

63. Isolation Guidelines There are three categories of isolation:
Contact (Yellow sign)
Droplet (Green sign)
Airborne ( Blue sign)
The nurse assigned to the patient is responsible for placing and updating the isolation sign outside the patient’s room. Once the sign is placed, it is important for the staff to inform the patients and their families and visitors on the isolation procedures.

64. Airborne Isolation Procedure
Volunteers are not permitted to enter rooms with airborne isolation precautions which require a specially fitted PFR95 mask
Airborne Isolation Examples
Tuberculosis (TB) or suspicion of TB
Measles
Interventions
A single, negative pressure room is required.
Both doors to the room must be closed.
Perform hand hygiene
Wear the PFR95 respirator mask
Perform hand hygiene after removing the mask.
These types of infections spread through the air.

65. USING ALCOHOL OR BLEACH WIPES
Alcohol wipes (Purple top) takes 2 minutes to dry.
Alcohol wipes can be used on anything for any patient, unless they are contact+ precaution. Contact+ precaution patients will have a yellow precaution sign with the red cross posted on the door.
Bleach wipes (Orange top) take 4 minutes to dry.
Bleach wipes should be used only when working with contact+ precaution patients.
VOLUNTEERS do not work with precaution patients.

66. When and how to use gloves
Gloves should only be worn when a volunteer is cleaning a stretcher or pickup soiled linens.
Gloves must be changed and hands must be washed after cleaning each stretcher.
A new set of gloves must be worn with each stretcher.
Gloves CANNOT be worn
Outside the Emergency Department
Transporting Labs
Escorting Patients

67. Section 6: Wellness

68. Section 6 Objectives This section provides information on
your health and safety at NYP/Queens
Upon completion of this section, you will be able to:
Explain the role of Workforce Health & Safety (WH & S)
Recognize that NYP/Queens is a smoke- free environment

69. Workforce Health & Safety
Your health and safety directly impacts our patient’s health and safety. Workforce Health and Safety provides a number of services in order to keep you health and safe on the job.
Volunteer Clearance
You have to have medical clearance
before starting as a volunteer. This
consists of a general physical and
some required medical tests.

70. Flu
NewYork- Presbyterian/Queens understands the importance of keeping our staff and volunteers safe from seasonal flu. As a volunteer you will be able to receive the flu vaccination when offered by the Employee Health Department.
NewYork-Presbyterian/Queens follows all mandates that the State of New York puts forward regarding flu compliance for its staff and volunteers. Historically the State has determined that any hospital personnel who does not receive the flu vaccination will need to wear a mask when in patient care areas.
Volunteers who do not comply with flu regulations at the hospital will not be able to volunteer.

71. A Smoke- Free Environment
In support of the Hospital’s commitment to We Care, NewYork-Presbyterian Queens is now a completely smoke-free environment, indoors and outdoors.
Our new policy prohibits tobacco use of any kind by employees, physicians, volunteers, patients or visitors in buildings, entrances, grounds, gardens, courtyards, and parking facilities. Anyone wishing to smoke or use tobacco must leave NYP Queens property to do so.
Thank you for your support, as we work to protect the health of patients, visitors and staff.

72. Volunteers in Action

73. Volunteer Orientation Questionnaire
Print and complete the Volunteer Orientation Questionnaire and bring it in with the completed application.

74. VOLUNTEER ORIENTATION QUESTIONNAIRE
PLEASE FILL OUT THIS QUESTIONNAIRE AND RETURN IT WITH ALL OTHER PAPERWORK TO THE VOLUNTEER SERVICES DEPARTMENT.
NAME____________________________ DATE___________________________________
Question 1
I can share patient information with staff and or others outside the patient care team caring for the patient.
________ True _______false
Question 2
I can take pictures of patients or visitors with my smart phone or portable device and forward information to others.
________ true _______false
Question 3
The code of conduct serves as the foundation for the compliance program and provides general guidelines for expected behavior of all employees. This includes volunteers?
______________ true ____________false
Question 4
I have been provided the link to the code of conduct. I have read it and I understand my obligation to adhere to this code.
______________yes ___________no
Question 5
What does the "a" stand for in r.a.c.e.? 
________ administration _________ alarm __________all clear
Question 6
Which emergency code does Dr. Firestone stand for?
______Fire ______Active Shooter _______All Clear
Question 7
What does the "s" stand for in p.a.s.s.?    
_______squeeze or sweep ­­­­­­­­­­­­­­­_______ scream help _______ secure the area

75. Question 8
What type of extinguisher is located on patient floors?
_______abc ( all Fires) _________foam spray ________water
Question 9
Hand washing is the most effective way to stop the spread of infection?
______True ________False
Question 10
The BLUE precaution sign applies to patients known or suspected to be infected with epidemiologically important pathogens that
can be transmitted by
________ Airborne ___________Droplet ____________ Contact
Question 11
Alcohol wipes take ______ minutes to dry?
________5 minutes _______ 2 minutes ________4 minutes
Question 12
What does the NO PASS ZONE mean?
____________________________________________________________________________________________________________________________________________________________________________________________ 
Question 13
What/who is Joint Commission?
______________________________________________________________________________________________ 
Question 14
  As a volunteer I must comply with the dress code at all times. The Dress Code includes:
(a.) White button down shirt (b.) Dress pants/skirt (c.) ID (d.) all a, b and c
As a volunteer I will need to receive and supply proof of an influenza vaccination to the volunteer services department if I intend to volunteer during flu season.
___________ Yes ____________No

76. Orientation Signature Page
I have made a commitment to NewYork-Presbyterian Queens to volunteer my services for a minimum of 10 months. I am aware the patients and staff are depending on me to be responsible, punctual and professional. I know in order to receive a letter of recommendation I must have my evaluation completed by those I work under and reviewed by the Volunteer Services Department.
I have completed my online orientation. I have read over the Code of Conduct by clicking on to the link provide to me. I understand my obligation as a volunteer in NewYork-Presbyterian Queens and pledge to abide by all rules set in place.
________________________________ ______________________________
Volunteer Print Name Date
________________________________
Volunteer Signature

77. Volunteer Code of Conduct Attestation Form
I, _________________________ _________________ am a volunteer at NewYork-Presbyterian Queens I have read and understand the NewYork-Presbyterian Queens Code of Conduct. I agree to abide by the regulations, standards and guidelines for expected behavior of all employees and volunteers.
I further understand my obligation to report any potential violation to the Code of Conduct to the Volunteer Services Department or the Office of Corporate Compliance.
__________________________ Date_____________________
Print Volunteer Name
______________________________________________
Signature of Volunteer

78. We are looking forward to working with you!
Congratulations
You have completed the Volunteer Orientation
Please return all your completed paperwork to the Volunteer Services Department in person. At which time we will discuss your goals and expectations while volunteering at NYP/Queens
Once we have checked your paperwork for any missing items we will submit your medical for clearance.
When your medical has been cleared by the hospital we will call to set up your schedule. At this time we will let you know what departments and times are available.
We are looking forward to working with you!