the Presentation - Nationwide Children`s Hospital

Welcome to Volunteer
In this course
you will learn about:
• Customer Service
• Integrity Program
• Confidentiality and
• Standards of Conduct
• Tuberculosis
• Precautions
• Hand washing
• Boundaries
• Standard
• Safety and Security
• Fire Safety
• Hazardous
• Disaster Codes
• Abandoned
• Please read everything carefully
• Some sections have a quiz (included in your retraining
packet). You will need to switch between screens to
complete the packet on your computer.
• 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
• 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.
Nationwide Children’s Mission
Our Reason For Being
Highest Quality Health Care regardless
of families ability to pay
Advocacy for children and families
Education for patients, families,
future providers and community
Outstanding Service to patients,
families and all customers
Pediatric Research to ensure our
children’s future health
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
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
Standards of Conduct
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.
The Office for Research
Compliance and Integrity-Standards of Conduct
When open, find
‘Standards of Conduct’ on
the bottom right and click.
Standards of Conduct
The Corporate Integrity Program
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.
Conflicts of Interest
Volunteers will not pursue activities which represent a
conflict of interest of the organization or the volunteer
Standards of Conduct
The Corporate Integrity Program
Your Responsibility
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.
Standards of Conduct
The Corporate Integrity Program
Corporate Compliance Officer
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.
Go to the Retraining Packet:
1. Read and sign the Standards of Conduct
2. Take the Customer Service/ Corporate
Integrity quiz
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.
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
• Patients can restrict use and disclosure
of health information.
Minimum Necessary
• Volunteers and staff have access to the
minimum necessary information to do their job
Reasonable Safeguards
• Take the necessary precautions to keep
protected health information from unwanted
What is Protected Health
• Patient Name
• Address
• Phone Number
• Medical Record
• E-mail address
• Birth Date
• Social Security
• Name of employer
• Fax number
• Fingerprint
• Name of Relatives
• Full-face photo
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
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.
Your Role:
paper, faxes, phones, computers
• Never leave paper information unattended
– Paper information includes admitting gift list, or any paper that has patient
– 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
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
• Do not include PHI (such as patient name) in
unsecured email communications
Go to the Retraining Packet and take
the Confidentiality/Privacy quiz
Also, sign Confidentiality
and Security Agreement
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.
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?
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
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.
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 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
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
Go to the Retraining Packet.
Read and sign
the Boundaries/Therapeutic Relationships form
the Social Medial Policy
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
• 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.
• 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
Tuberculosis is caused by the bacterium M. tuberculosis
and is spread through the droplets of moisture that come
from your nose or mouth.
Signs and Symptoms
If you have experienced more than one of these symptoms in the
last 12 months without explanation, see a doctor.
Cough: > 2 weeks
Coughing blood
Weight loss
Night sweats
Loss of appetite
• Fever and chills
• Chest Pain
• Swollen Glands
Volunteer Responsibilities
Beginning in 2014: TB testing required of all volunteers
Adults/College Students: What test are you
required to have?
 I have been an active volunteer at NCH within the
past 12 months—see info TB slide 1—you will
need a TB skin test.
 I have not been an active NCH volunteer for over
12 months—see info on TB slide 2—you will
receive a Quantiferon Gold blood test.
See next slides for further information
Volunteer Responsibilities
-TB Slide 1Adults/College Students who have been an active
volunteer within the past 12 months:
• Go to Employee Health to have a PPD skin test placed AND
report 2 days later to have it read. There is no charge. Must
be completed within 30 days of retraining due date.
--OR-• Go your primary care provider or another provider in the
community to have a TB test and provide the results to
Employee Health at [email protected] There
will be a charge. Results must be received in Employee
Health within 30 days.
See next slide for further information
Volunteer Responsibilities
-TB Slide 2Adults/College Students who have not been actively
volunteering within the past 12 months:
• Go to Employee Health to receive a lab slip for a Quantiferon
Gold blood test. Lab work is completed at the Outpatient
Care Center lab. There is no charge. Must be completed
within 30 days of retraining due date.
--OR-• Submit documentation of Quantiferon Gold blood test
completed within the past 9 months to Employee Health at
[email protected] Results must be received
in Employee Health within 30 days.
See next slide for further information
Volunteer Responsibilities
Beginning in 2014: TB testing required of all volunteers
Adults/College Students Resources:
 Employee Health Location and Hours—Use this link to
view:  TB Skin Test information—Use this link to view: -
 Other 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.’
Go to Retraining Packet:
1. Take Tuberculosis quiz
2. Complete and sign TB Testing
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
• Shingles is a very painful rash that affects the nerves. If
you suspect you have shingles, DO NOT COME IN TO
shingles can pass on the illness as chickenpox.
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
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
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
• Color-coded signs on door
Contact Precautions
Gloves, Gown and Hand hygiene
• Rotavirus
• Viral Conjunctivitis
Policy revision: Gloves and gown
MUST be worn, even if not touching
surfaces or patient.
Family and visitors may
only be wearing gloves and
gown when providing care.
Droplet Precautions
Mask and Hand hygiene
• Bacterial
• Strep
Family and visitors may
only be wearing a mask if
having close patient
Patients with respiratory infections (Pertussis
or Flu) may initially have both signs posted
OR the Orange Precautions sign below.
Follow both by wearing:
Airborne Precautions
Mask and Hand Hygiene
• Chickenpox
• Measles
• Will be in Airborne
infection isolation room
Gloves and gown should be worn if contact
with infectious materials is expected.
Airborne Precautions
•Requires fitted
N-95 mask
Other Signs You May See…
Toys in this room need to be
cleaned with bleach wipes
Nothing by mouth—
no food or liquid
May be some
language barriers
Do not enter without
talking with nurse
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
Other signs you don’t
• Check with the nurse’s station
• Do not open the patient room door
• Take deliveries to nurse’s station
Health Care-Associated
• Infections patients
get while in the
• Frequently
transmitted by
germs on hands
• Prevented by
Wash hands for at least 15 seconds!
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
Latex Allergy
Children’s Hospital strives to be 100% latex free. It is possible to get a
latex exposure in the community from products such as balloons, toys
and gloves. If you have any of these symptoms following the use of a
latex product, see a doctor.
• Redness, skin rash, hives
• Swelling around the eyes
• Runny nose, sneezing
• Shortness of breath
• Shock
What to do when exposed to blood or body fluids,
including urine, feces, vomit, or spit-up:
• Wash the area
• Notify RN in charge
• Notify FVS
In FVS, we will:
• Complete incident report
• Contact Employee Health, if
• Follow up with Employee Health
Incident reports are not optional.
OSHA Rules
• While in patient
areas, do not:
– eat
– drink
– apply cosmetics or
lip balm
– handle contact
• 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
• Artificial nails are not
Go to Retraining Packet and take
Precautions quiz
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
– patrol the main campus in various ways - bike, on foot,
and in vehicles
– Safety is concerned with mainly environmental and
compliance issues
• 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.)
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
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.
Fire Safety (Code Red)
•Help us keep the “Smoke Free” environment
at Nationwide Children’s Hospital. Smoking
is prohibited in all areas.
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
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
Fire Extinguisher Use
• P-Pull the pin
• A-Aim at the base of
the fire
• S-Squeeze the
handles together
• S-Sweep the base
of the fire until
• There 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.
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.
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.
Disaster Procedures
Disaster Codes
Bomb Threat
Severe Weather
Medical Emergency
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
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
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
NCH Flight Risk Gowns
• Any child in hospital pajamas without a
staff member, parent or other
designated adult is someone to stop
and question.
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
Abandoned Newborns
Safe Havens for Newborn
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.
Go to Retraining Packet and take
Safety/Security quiz
Evaluation Form
• Please take a few moments to fill out the selfevaluation form. This helps us know how you are
doing as a volunteer and if you desire additional
• The method of reporting is “Self Report”
• You choose if you feel you N (Need Review), are M
(Meeting Expectations), or E (Exceeding
Quick Reminders
• Volunteers must wear the
Nationwide Children’s volunteer
uniform polo or vest.
• Your photo id must be worn at all
• Closed-toe shoes are required.
• Please, no blue jeans, shorts, capris,
sagging, or shirts which expose your
• You can now check and print your hours and
update your contact information at:
– 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:
[email protected]
Flu vaccines are mandatory for all
• Flu season is typically September through March
and vaccines will be available at this time.
• Flu vaccines will be available from Employee
Health at no charge
• If you get a flu vaccine from another source, send
verification to:
[email protected]
• Make sure it has your name and ‘Volunteer’
indicated on paperwork.
• Volunteer sign in and out
– Volunteer Program Office, located just past the
Chapel off of the Tower lobby.
– Can use either the Timken office or the new office.
• Where are the staff?
– Secretaries are in the New Volunteer Program office
– Volunteer Coordinators (Brittany and Laura) are in the
Timken office
– Child Life Specialists may have offices on their unit or
may be in Timken—check with them on how to find
• 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.
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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