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GENERAL GUIDELINES
for
VOLUNTEERS
Department of
VOLUNTEER SERVICES
Pasqua Hospital
Regina General Hospital
Wascana Rehabilitation Centre
1
Table of Contents
About the Regina Qu’Appelle Health Region (RQHR) ................................ Page 3
Delivery of Volunteer Service
Objectives ................................................................................................ Page 4
Dress Code and Appropriate Dress .................................................... Page 4
Identification Badge .............................................................................. Page 5
Client-Centered Service ........................................................................ Page 5
Quiz ........................................................................................................................ Page 5
Risk Management ................................................................................................ Page 6
Confidentiality and HIPA ...................................................................... Page 6
Defamation of Character ...................................................................... Page 6
Negligent Statement or Advice .......................................................... Page 6
Risk Management Issues ................................................................................... Page 7
Harassment .............................................................................................. Page 7
Liability Insurance .................................................................................. Page 7
Security ..................................................................................................... Page 7
Requests for Food or Drink .................................................................. Page 8
Client Emergency Situations ................................................................ Page 8
Quiz ........................................................................................................................ Page 9
Occupational Health and Safety
Lifting ........................................................................................................ Page 10
Infection Control .................................................................................... Page 10
Cover Your Cough and Sneeze .............................................................. Page 10
You Should Always Wash Your Hands ................................................ Page 10
Hand Washing Technique ...................................................................... Page 11
2
Hand Cleansing Gels ................................................................................ Page 11
Additional Precautions ........................................................................... Page 12
If You Are Sick ....................................................................................... Page 12
Other Issues ............................................................................................ Page 12
Accidents ...................................................................................... Page 12
Back Care Transferring/Lifting/Repositioning .................... Page 12
Quiz ........................................................................................................................ Page 13
Emergencies: What to Do ................................................................................ Page 14
Codes .......................................................................................................... Page 15
Privileges
Parking ....................................................................................................... Page 17
Cafeteria ................................................................................................... Page 17
Cell Phones ................................................................................................ Page 17
RQHR Fitness Club ................................................................................. Page 18
Termination of Duties ........................................................................................ Page 18
Quiz ........................................................................................................................ Page 19
Important Telephone Numbers ....................................................................... Page 20
Final Quiz .............................................................................................................. Page 22
Social Media …………………………………………………………………………………………………… Page 23
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A Word or Two about the Regina
Qu’Appelle Health Region (RQHR) When the RQHR officially came into existence, one of the first tasks of the Regional
Health Authority was to set the strategic direction for the new organization. In
March 2004, the Regional Health Authority approved the Region's Strategic
Framework, which includes the Vision, Mission, Values and People Philosophy and the
Strategic Themes. All employees and volunteers have a role in achieving the goals of
the Strategic Framework.
RQHR Volunteer Services Mission
Volunteer Services is a strategic and operational business partner that develops and
runs volunteer programs to enhance services so the organization can execute its
mission.
Our Core Values
Compassion
Our caring approach to people, families and communities
Respect
Honesty, trust and valuing diversity, as well as similarity, which will guide all
relationships, decisions, and actions
Collaboration
Relationships build upon a shared vision, open communication, involvement and genuine
recognition for the contributions of people and partners.
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Knowledge
Continuous improvement and effective decision-making based on the pursuit of
knowledge, evidence, standards of practice and sound ethics.
Stewardship
Accountability for the people and resources entrusted to us, and the courage to do
what is right.
Delivery of Volunteer Service
a) Objectives
Volunteer service within the Pasqua Hospital, the Regina General Hospital and
Wascana Rehabilitation Centre is designed to meet the following criteria:
Safe for all concerned
Satisfying for all concerned
Supplemental to duties performed by staff.
b) Dress Code and Appropriate Dress
The following is required:
Respectful appearance
Closed-toed shoes with a quiet, non-skid sole and comfortable heel
height
Conservative length for skirts and dress shorts
No perfumes, colognes or other highly scented products
Jewelry and fingernails must not compromise safety or infection
control
Volunteer jackets are required for some programs. Please follow the instructions
of your Manager or Coordinator, Volunteer Services.
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c) Identification Badge
You will be issued a photo ID badge which must be worn in a visible place at all
times while you are performing your volunteer duties. Please notify your Manager
or Coordinator, Volunteer Services if you misplace your ID badge.
d) Client-Centered Service
RQHR clients, who may include patients, residents, staff, other volunteers, family
members, visitors or individuals from other organizations, are all people who may
be in need of our services.
As a volunteer, each time you interact with these people, you represent the
RQHR.
Volunteer Trivia Quiz!
1. The aim of Volunteer Services is that volunteering is
a) safe for all concerned
b) satisfying for all concerned
c) supplemental to duties performed by staff
d) all of the above
2. How many Core Values does the RQHR have?
a) 2
b) 1
c) 8
d) 5
3. When you come to volunteer you should NOT wear
a) high heeled shoes
b) perfume
c) lots of "bling"
d) all of the above
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Risk Management
a) Confidentiality and HIPA
Confidentiality in healthcare means keeping all information about clients and their
families private. It also means that what is said, where it is said, and to whom it
is said requires more than common sense wisdom. It requires us to be aware of
the legal, ethical and moral implications that provide the guidelines for
confidentiality.
The Health Information Protection Act (HIPA) is Saskatchewan legislation that
governs the manner in which personal health information may be collected, used,
disclosed, accessed and amended. HIPA establishes rights of individuals and
obligations of trustees (those who gather the information) in the health system
in respect to personal health information.
So,
You will be asked to sign a Confidentiality Agreement.
You need to report relevant patient information to the staff person
responsible for their care. The report needs to be made in a private
location.
If you or someone else wants to take a picture of anyone in the hospital,
then you need to speak to your Manager or Coordinator, Volunteer
Services.
b) Defamation of Character: Public statements that harm the reputation of another
It is your responsibility not to make defaming statements about any client,
visitor, or staff member.
c) Negligent Statement or Advice
You cannot give advice to clients or family members on any matter. Refer any
client concerns to a staff member or to your Manager or Coordinator, Volunteer
Services.
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Risk Management Issues
a) Harassment
In no way should you be intimidated either verbally or physically. If you have any
questions or concerns regarding your safety or the safety of others, please talk
to your Manager or Coordinator, Volunteer Services.
b) Liability Insurance
As a volunteer, you are covered by the RQHR liability insurance plan provided you
act within the guidelines and standards of the Department of Volunteer Services.
Avoid risk by understanding your volunteer duties to ensure that no harm comes
to you or anyone else.
You have a responsibility to say "NO" to a request to perform duties when:
The duty is not part of your role as a volunteer.
You have not received the training for the task you have been asked to do.
The training you have received has not been adequate to perform the task.
Let your Volunteer Manager or Coordinator, Volunteer Services know if such
requests are made or if you feel you need further training.
c) Security
Hospital security is everyone's concern. Like clients and staff members, you are
asked not to bring valuables to the hospital. If you see anyone acting in a
suspicious manner, report what you have seen to a staff person or to Security.
Security staff is available to escort you to your car if necessary. (See: Phone
Directory on Page 19 of this Handbook.)
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d) Requests for Food or Drink
PLEASE… DO NOT GIVE FOOD OR DRINK TO ANY CLIENT UNLESS YOU
HAVE THE PERMISSION OF NURSING STAFF. Clients might be on fluid
restrictions or special diets; they may be going for
surgery; they may have swallowing difficulties and be
prone to choking.
e) Client Emergency Situations
If a client appears to be in distress, call the nearest staff person by
using the client's call button or by calling out verbally. If no staff
person is present, find an "in-house" phone and dial 1, 2, 3 and
explain the situation.
EMERGENCY: DIAL
1, 2, 3
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Volunteer Trivia Quiz!
1. HIPA stands for
a) Health Improvement Protection Act
b) Hippopotamus Injury Problem Area
c) Health Information Pediatric Assessment
d) Health Information Protection Act
2. You can give advice to clients or family members on any matter
a) sometimes
b) all of the time
c) when you have an important opinion
d) never
3. You can talk about clients
a) in the cafeteria
b) with another client
c) with your family at home
d) none of the above
4. You can never give food or drink to clients without permission of
Nursing Staff because
a) they might be on a restricted diet
b) they might be going for surgery so cannot take food or drink
c) they might have some swallowing difficulties
d) all of the above
5. In an Emergency in the hospital you can dial:
________________ on an "in-house" phone.
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Occupational Health and Safety
Lifting
Volunteers do not do any lifting, transferring, or repositioning of clients and do not
assist with lifts or transfers, other than those volunteers in acute care working with
babies and small children. Any exceptions will be identified by your Manager or
Coordinator, Volunteer Services.
Infection Control
Cover Your Cough and Sneeze
Use a disposable tissue, never a cloth handkerchief, to cover your mouth and
nose.
If you don’t have a tissue, sneeze or cough into your elbow.
Hand Washing is the single most important precaution in preventing and
stopping the spread of infection
You Should Always Wash Your Hands
When hands are visibly soiled
Before you begin your volunteer duties and before you leave the hospital
Immediately before and after each client contact
After contact with bodily fluids – blood, mucous membranes, non-intact skin
After wearing gloves
Before eating or handling food
After using the washroom, coughing, sneezing or wiping your nose
After pushing one wheelchair and before handling another wheelchair
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Hand washing Technique: Total = 20 Seconds
Wet hands without soap
Apply enough soap to cover hands and remove the germs
Rub hands palm to palm and palm to back
Rub fingers – thumbs (often missed part of hands) interlocking
(clean sides of fingers), knuckles to palms (clean cuticles), and fingertips
(under fingernails)
Rinse and dry: use a new paper towel to turn of water to prevent
contamination
Open the door using additional clean paper towel
Hand Cleansing Gels
Waterless hand cleaning gels (alcohol based solution) are available before entering
every nursing unit and in all clients' rooms. Use this as an alternative to soap and
water. Note that cleansing gels will not work on visibly soiled or wet hands.
Hand Cleansing Gels Technique: Total = 15 Seconds
Apply alcohol based hand rub
Rub hands palm to palm and palm to back
Rub fingers – thumbs (often missed part of hands) interlocking
(clean sides of fingers), knuckles to palms (clean cuticles), and fingertips
(under fingernails) until product is dry.
Influenza Vaccines
The flu shot is available every year starting in November to all RQHR Volunteers at
the Employee Health & Safety Offices at all 3 facilities.
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Influenza Immunization or Mask Policy
This Policy requires that all RQHR Employees(unionized and non-
unionized/OOS), other privileged/credentialed professionals, residents,
Volunteers, students, contractors and vendors who attend a Patient Contact
Location must choose to be vaccinated annually against Influenza or wear a
surgical/procedure mask during Influenza season when in Patient Contact
Locations.
Additional Precautions
In the event of a unit closure please see Volunteer Services Coordinator.
If you are sick…
If you are sick with a cold (sneezing, coughing, blowing your nose), a stomach virus
(vomiting, diarrhea, fever), or a cold sore…DO NOT COME INTO THE HOSPITAL
TO VOLUNTEER. Phone, email or text message your Manager or Coordinator,
Volunteer Services and let him/her know that you are sick.
Accidents
Please report accidents that involve you, a
patient or a visitor, to the supervisor in
the area of the accident. A form will need
to be filled out by you and the unit staff.
As well, please report the incident to your
Manager or Coordinator, Volunteer Services as soon as possible. If you have been
injured, report to the Employee Health and Safety Office for first aid. If the
Employee Health and Safety Office is closed, report to the Emergency Department.
(At Wascana Rehabilitation Centre only, report to your supervising staff person.)
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Back Care: Transferring/Lifting/Repositioning
Whenever you do any lifting, twisting, bending or reaching there is potential for
back injury. If you use improper body mechanics (movement), the danger
multiplies. By using good body mechanics in all your daily activities you can help
protect your back from injury.
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Volunteer Trivia Quiz!
1. What are the 2 important ways to prevent the spread of infection?
a) hold your breath
b) wash your hands
c) cover your face with your hands
d) Get the Flu shot every year
2. You should always wash your hands
a) before and after contact with each client
b) before you leave the hospital
c) before eating
d) all of the above
3. Waterless hand cleaning gels are available
a) at your local hardware store
b) on each nursing unit and in each client's room
c) on the FM dial of your radio
4. How long should you wash your hands for?
a) 60 Seconds
b) 2 Minutes
c) 5 Minutes
d) 20 Seconds
5. If you are sick you should
a) stay at home
b) contact your Manager or Coordinator, Volunteer Services
c) get better
d) all of the above
6. True or False. A volunteer should not lift, or assist a staff person in lifting
a client.
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Emergencies: What to Do
The RQHR uses standardized colour codes for various emergency situations. All the
codes and what they mean are listed on the back of your photo ID.
If you are ever uncertain about what a Code means when it is called over the P.A.
system, check with the nearest staff person or with your Manager or Coordinator,
Volunteer Services and any one of them will assist you.
Code Red and Code Blue are the most frequently called Codes.
a) Code Red = Fire Code
Code Red indicates a fire alarm. When the fire alarm system is activated (either
automatically by smoke/heat detectors or manually at a pull station), an alert tone
will sound throughout the building. "Code Red" and the location of the alarm will be
announced over the P.A system. When the Code Red is over, "All Clear" will be
announced over the P.A. system. As a volunteer, you need to remember to stay
calm and report to the nearest staff person and follow her/his instructions.
b) Code Blue = Cardiac Arrest/Medical Emergency
The announcement of “Code Blue, Pediatric Code Blue or Dr. ... STAT” over the P.A.
system indicates that someone requires immediate emergency attention. It is
important that staff involved in the emergency situation are not impeded or
interrupted at this time. Please keep the hall clear to allow the emergency team
and equipment to enter the area.
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c) Code White = Violent Situation
If you hear a Code White called over the P.A., it means that there is a violent
person and Security Services will be involved in helping in that situation. If you see
a situation arising call "1, 2, 3" on a hospital phone and say, "Code White, violent
situation” and state your location.
d) Code Yellow = Missing Person
If you hear a Code Yellow called over the P.A., it means that there is a client
missing from a Nursing Unit. With a missing adult, one staff person will go to a
central area in the facility to receive information about the missing person. You
may be asked to take part in the search of the area in which you are volunteering.
If you happen to find the missing client, report to the staff person in charge of
your area.
e) Pediatric Code Yellow = Missing Child/Infant
If you hear a Pediatric Code Yellow called over the P.A., it means that there is a
child missing from the facility. A description of the child will be highlighted over
the P.A. system and you can begin searching the area in which you are volunteering
to look for the missing child. If you happen to find the missing child, report to the
staff person in charge of your area.
Code Green = Evacuation
Code Orange = External Disaster
Code Brown = Chemical Spill
Code Black = Bomb Threat
Code Purple = Hostage Taking
Code Burgundy = Emergency Department Backlog
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Privileges
a) Parking
Courtesy parking is available at each facility allowing you to park without charge
while providing volunteer service. Your Manager or Coordinator, Volunteer
Services will provide you with a parking pass and specific instructions.
b) Cafeteria
Please wear your photo ID for all cafeteria privileges.
The following courtesies are extended:
1. Auxiliary Monthly Meetings
Meal through cafeteria line.
2. Volunteers on Duty
One beverage per shift. A “beverage” includes coffee/tea (any size) or
juice/pop (any size) from the drink dispenser only. You must show your
photo ID and present your meal card which can be obtained from your
Manager or Coordinator, Volunteer Services.
One meal per shift if the shift is a minimum of 4 hours. You must show
your photo ID and present your meal card which can be obtained from
your Manager or Coordinator, Volunteer Services.
Food and beverages are available elsewhere in the facilities but courtesy
beverages/meals are available only in the cafeterias.
* Please notify your Manager or Coordinator, Volunteer Services if you should
lose your card.
c) Cell Phones
Because they interfere with the function of hospital equipment, there are rules
governing the use of cell phones and other wireless communication devices in RQHR
facilities. You must watch for the signs posted in each area of the three facilities.
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d) RQHR Fitness Club
You can have access to the RQHR Fitness Clubs. There is a Club located at Wascana
Rehabilitation Centre and one at the Regina General Hospital. For further details
about the Fitness Club, please ask your Manager or Coordinator Volunteer Services.
Termination of Duties
When you no longer wish to volunteer:
1. Please notify your Manager or Coordinator, Volunteer Services as far in
advance as possible.
2. Please return your photo ID badge, meal/beverage card, parking pass, and
volunteer/auxiliary jacket (if issued).
3. Volunteer records are kept on file for two years after your resignation. If you
need documentation of your hours of volunteer service, please ask for it before
you leave.
Occasionally certain individuals may not be suited for volunteering within healthcare.
If this is the case, your Manager or Coordinator, Volunteer Services will speak with
you individually.
Failure to adhere to the General Guidelines for Volunteers, Confidentiality Agreement,
Departmental Policies or Duty Descriptions, may be cause for termination of duties.
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Volunteer Trivia Quiz!
1. Code Red means:
a) fire
b) a fashion statement, good or bad
c) the colour of an alarming sunset
d) time to start line-dancing
2. If there is a Code Red you should:
a) remain calm
b) stay away from smoke-filled areas
c) report to the nearest staff person
d) all of the above
3. If a client in a hospital bed asks you to reposition her. You should:
a) help her as best you can
b) just use the controls on the bed to adjust it
c) tell her that you will find a staff person to help her
d) find a staff person and help the staff person reposition the client
4. In the case of a Code Blue you should
a) stand in the middle of the hall
b) go to the client's room where the Code was called
c) yell out, "Emergency! Emergency!"
d) none of the above
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5. You must wear your photo ID
a) while volunteering in all 3 facilities
b) to access cafeteria privileges
c) so people know who you are and that you are a volunteer
d) all of the above.
6. When you no longer wish to be a volunteer you should
a) notify your Manager/Coordinator
b) return your ID badge, parking pass, meal/beverage card
c) both a) and b)
Important Telephone Numbers
Manager of Volunteer Services, Ray Brady ........................................ 766-5218
Pasqua Hospital (Switchboard) ................................................................... 766-2222
Coordinator of Volunteer Services ………………………….. ................... 766-2620
Employee Health and Safety Office ................................................ 766-2237
Security...................................................................................................... 766-2900
Regina General Hospital (Switchboard) .................................................. 766-4444
Coordinator of Volunteer Services ................................................... 766-4452
Coordinator of Volunteer Services ................................................... 766-4713
Administrative Assistant ..................................................................... 766-3341
Employee Health and Safety Office ................................................ 766-4360
Security...................................................................................................... 766-3900
Wascana Rehabilitation Centre (Switchboard) .................................... 766-5100
Manager Volunteer Services ............................................................... 766-5218
Employee Health and Safety Office ................................................ 766-5442
Security...................................................................................................... 766-5900
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Name: _____________________
FINAL: Volunteer Trivia Quiz!
1. True or False: The mission of the RQHR is to meet the diverse health
needs of our communities through the strength of our people, partnerships
and personal responsibility for health.
2. Circle the items below that are requirements for volunteers with the
RQHR:
a) to be on time for your scheduled shift
b) to wear respectful clothing
c) to attend the volunteer appreciation event every year
d) to work your shift even if you are sick
e) to wear your ID badge when you are volunteering for the RQHR
3. To help clients or staff you should
a) offer assistance or information
b) listen, explain, communicate
c) avoid "shop talk" in public places
d) all of the above
4. You do NOT have to perform your duties as a volunteer when:
a) you have not yet been trained to do a particular task
b) you don't feel like it
c) if it is a rainy day
d) you are not interested in that particular duty
5. In an emergency within the hospital, find an "in-house" phone and dial
___________________.
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6. Circle the appropriate points: You should wash your hands
a) before you begin your volunteer duties
b) after using the bathroom
c) after wearing gloves
d) after getting into your car
e) after touching inanimate objects
f) in between handling each wheelchair
7. True or False. When washing your hands you should turn off the tap and
then dry your hands.
8. If you have been sick with a cold, a stomach virus, or other communicable
illness, you should be ________________ before returning to your
volunteer position.
9. True or False. You should practice good body mechanics to prevent back
injuries.
10. Fill in the blanks:
Pediatric Code yellow = _______________________
Code orange = _______________________
11. A staff person asks you to help move a client from his bed to his chair.
You should:
a) always help when you are asked
b) judge the size of the client and decide if you have the strength to help
c) politely inform the staff you’re not permitted to lift patients.
d) leave the area immediately
12. When is the Flu Shot available to volunteers at all 3 sites?
a) June
b) April
c) November
d) Never
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The RQHR Volunteer Services
Department looks forward to
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you Retweet and Favorite the
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with your friends and family.
Stay connected with the Regina
Qu'Appelle Health Region and the RQHR
Volunteer Services Department through
social media. The RQHR Volunteer
Services Department invites you to Like
the RQHR Facebook Page and to Follow
the RQHR Volunteer Services
Department’s Twitter Page.
Attention: RQHR Volunteers
Information will include
upcoming volunteer
opportunities, RQHR
Volunteer Services
statistics, programming
development, volunteer
achievements, RQHR
policies and practices, and
the most up to date
information on volunteer
standards of practice
throughout Canada.