volunteer handbook scv 2012

of 32 /32
1 Volunteer Handbook Prepared By Document Owners Sharp Chula Vista Volunteer Services and Sharp Chula Vista Auxiliary Portions of this handbook provided by: Sharp Cabrillo Auxiliary Sharp Grossmont Auxiliary Sharp HealthCare Human Resources Operations Created June 2006 Last Revised July 2012 Note: The content of a manual does not constitute nor should it be construed as a promise of employment or as a contract between Sharp Chula Vista Hospital or Auxiliary and any of its volunteers. This document has been developed by the Office of Volunteer Services in order to familiarize volunteers with Sharp Chula Vista Medical Center and its Auxiliary and provide information about working conditions, key policies, procedures, and benefits affecting your service at Sharp Chula Vista Medical Center. Sharp Chula Vista Auxiliary at its option, may change, delete, suspend, or discontinue parts or the policy in its entirety, at any time without prior notice.

Author: bhanuday

Post on 10-Nov-2015

12 views

Category:

Documents


0 download

Embed Size (px)

DESCRIPTION

Volunteer Handbook

TRANSCRIPT

  • 1

    Volunteer Handbook

    Prepared By

    Document Owners

    Sharp Chula Vista Volunteer Services and Sharp Chula Vista Auxiliary

    Portions of this handbook provided by:

    Sharp Cabrillo Auxiliary

    Sharp Grossmont Auxiliary

    Sharp HealthCare Human Resources Operations

    Created

    June 2006

    Last Revised

    July 2012

    Note: The content of a manual does not constitute nor should it be construed as a promise of

    employment or as a contract between Sharp Chula Vista Hospital or Auxiliary and any of its volunteers. This document has been developed by the Office of Volunteer Services in order to familiarize

    volunteers with Sharp Chula Vista Medical Center and its Auxiliary and provide information about working conditions, key policies, procedures, and benefits affecting your service at Sharp Chula Vista Medical Center.

    Sharp Chula Vista Auxiliary at its option, may change, delete, suspend, or discontinue parts or the

    policy in its entirety, at any time without prior notice.

  • 2

    TABLE OF CONTENTS

    INTRODUCTION TO SHARP HEALTHCARE ..........................................................................4

    Sharps Vision and Values ......................................................................................................... 4

    Sharps Mission ......................................................................................................................... 4

    THE SHARP EXPERIENCE ...................................................................................................4

    Behavior Standards .................................................................................................................. 4

    On-Stage / Off-Stage ................................................................................................................ 5

    The Five Must Haves ............................................................................................................. 5

    AIDET. .................................................................................................................................... 6

    SHARP POLICIES AND PROCEDURES ..................................................................................7

    HIPAA Regulations .................................................................................................................... 7

    Obligations Regarding Confidentiality and Non-Disclosure ..................................................... 9

    Primary Language ..................................................................................................................... 9

    Building Security ....................................................................................................................... 9

    Safety. .................................................................................................................................. 10

    Infection Control .................................................................................................................... 12

    Additional Sharp Policies and Procedures .............................................................................. 14

    Wheelchair Procedures .......................................................................................................... 16

    INTRODUCTION TO SHARP CHULA VISTA AUXILIARY ....................................................... 17

    Mission. ................................................................................................................................ 17

    History.. .................................................................................................................................. 17

    Organization ........................................................................................................................... 17

    AUXILIARY AND VOLUNTEER POLICIES AND PROCEDURES ............................................... 18

    Requirements for Volunteers ................................................................................................. 18

    Auxiliary Membership and Dues ............................................................................................ 19

    Uniforms ................................................................................................................................. 19

  • 3

    Hours and Timekeeping .......................................................................................................... 20

    General Meetings ................................................................................................................... 20

    Benefits, Awards and Recognition ......................................................................................... 20

    Limitations and Extent of Duties for Volunteers .................................................................... 21

    Training and Evaluation .......................................................................................................... 23

    Schedule and Position Assignment ........................................................................................ 23

    Absence and Tardiness ........................................................................................................... 24

    Break Periods .......................................................................................................................... 24

    Parking. ................................................................................................................................... 24

    Change of Personal Data ........................................................................................................ 25

    Termination/Resignation and Exit Survey .............................................................................. 25

    Return of Hospital and Auxiliary Property and ID Badge ....................................................... 25

    Holiday Policy ......................................................................................................................... 26

    Important Phone Numbers .................................................................................................... 26

    Hospital Department Abbreviations....................................................................................... 27

    Commonly Used Terms and Abbreviations ............................................................................ 28

    ACKNOWLEDGMENT AND DOCUMENTATION ................................................................. 30

  • 4

    INTRODUCTION TO SHARP HEALTHCARE

    Sharps Vision and Values

    Sharp HealthCare's vision is to be the best health system in the universe. Sharp will attain this position by redefining the health care experience through a culture of caring, quality, service, innovation and excellence. Sharp will be recognized by employees, physicians, patients, volunteers and the community as the best place to work, the best place to practice medicine and the best place to receive care. Sharp's core values are integrity, caring, innovation and excellence.

    Sharps Mission

    It is the mission of Sharp HealthCare and Sharp Chula Vista Medical Center to improve the health of those we serve with a commitment to excellence in all that we do. Our goal is to offer quality care and services that set community standards, exceed patients expectations and are provided in a caring, convenient, cost-effective and accessible manner.

    THE SHARP EXPERIENCE

    The Sharp Experience is our way of enhancing the way we interact with and serve our patients and their families, our colleagues and our physicians. We call it The Sharp Experience because it encompasses all that we do at Sharp HealthCare. Through this initiative, we are transforming health care delivery in San Diego by becoming the best place to work, the best place to practice medicine, the best place to receive care and the best health care system in the universe!

    Behavior Standards

    Sharps Behavior Standards are tools we use to model appropriate behavior in order to provide a positive Sharp Experience. These behavior standards are practiced every day, while on duty and even when were off duty, because we recognize that once we become Sharp volunteers, we are always representing Sharp to the greater community. Everything we do and all the policies and procedures that we must abide by fall into one or more of these behavior standard categories. Its a Private Matter: Confidentiality To E or not to E: Email Manners Viva la Difference: Diversity Get Smart: Increasing Skills and Competence Attitude is Everything: Creating a Lasting Impression Thank Somebody: Reward and Recognition Make Words Work: Talk, Listen and Learn Make it Better: Service Recovery Think Safe, Be Safe: Safety at Work Look Sharp, Be Sharp: Appearance Speaks Keep in Touch: Ease Waiting Times

  • 5

    On-Stage / Off-Stage

    To be On-Stage means to be acting within the Sharp Experience standards in order to create a positive experience and good memories for our patients and guests. We need to be aware of what we are doing and the impact our words and actions have on others around us. Others perceptions (what they see, hear and experience) are their reality and that reality becomes their Sharp Experience. As soon as you put on your volunteer uniform, you are on-stage. Even beyond the hospital walls, you represent Sharp out in the greater community. On-Stage areas of the hospital are anywhere a patient or guest can see or hear you. To be Off-Stage means being able to let your guard down and let off steam, taking a break out of the public eye. Off-Stage areas of the hospital would be behind closed doors. Examples of Off-Stage behaviors in On-Stage areas (things we should NEVER see volunteers doing): Chatting with co-volunteers about activities outside of your present job. Ie: talking about what you did over the weekend.

    Texting in the lobby, even if off duty.

    Using your cell phone while on duty.

    Wearing headphones while doing your rounds.

    The Five Must Haves

    Thank Somebody: Reward and recognition are central to the Sharp culture. We express gratitude and appreciation to one another. We celebrate our accomplishments and hard work to make Sharp the best place to work, practice medicine and receive care.

    Make Words Work: We communicate with courtesy, clarity and care in all verbal and

    non-verbal messages. We listen attentively to customers to understand their needs and to ensure they comprehend information we provide to them.

    Make it Better: When The Sharp Experience doesnt go right for a customer, we pledge to make things better. We listen and respond with empathy, and apologize for not exceeding expectations. We are proactive in making amends, even in difficult situations.

    Keep in Touch: Keeping our customers informed puts them and their families at ease. We are committed to sharing information and acknowledging the presence of our customers at all times.

    Attitude is Everything: We treat every customer as if he/she is the most important person in our workplace. Our behavior and attitude create a positive first impression that is lasting. We strive to exceed expectations.

    The Five Must Haves are a tool we use to achieve outstanding customer service. All employees and volunteers must embrace the five must haves and make them part of your daily practice.

    Greet people: say hello and make eye contact

    Take patients and guest to their destinationsESCORT

    Use key words at key times (Is there anything I else I can do for you? I have the time.)

    Rounding with reason to patients and staffgiving your full attention to the task at hand.

    Remember to say thank you.

  • 6

    AIDET

    Thank Somebody: Reward and recognition are central to the Sharp culture. We express gratitude and appreciation to one another. We celebrate our accomplishments and hard work to make Sharp the best place to work, practice medicine and receive care.

    Make Words Work: We communicate with courtesy, clarity and care in all verbal and non-verbal messages. We listen attentively to customers to understand their needs and to ensure they comprehend information we provide to them.

    Make it Better: When The Sharp Experience doesnt go right for a customer, we pledge to make things better. We listen and respond with empathy, and apologize for not exceeding expectations. We are proactive in making amends, even in difficult situations.

    Keep in Touch: Keeping our customers informed puts them and their families at ease. We are committed to sharing information and acknowledging the presence of our customers at all times.

    Attitude is Everything: We treat every customer as if he/she is the most important person in our workplace. Our behavior and attitude create a positive first impression that is lasting. We strive to exceed expectations.

    A ACKNOWLEDGE Greet people with a smile and use their names if

    you know them. Attitude is everything. Create a lasting impression. Good morning/afternoon Mr. Smith. Welcome to Sharp Chula Vista.

    We want to make your visit is as convenient as possible. Would you please take a moment to complete this form with your name and appointment time, and Ill get you signed in with the admitting clerk.

    I INTRODUCE Introduce yourself to others politely. Tell them who

    you are and how you are going to help them. Escort people where they need to go rather than pointing or giving directions. My name is Susan, a Patient Navigator volunteer, Ill be happy to escort

    you to Radiation Oncology. Ill introduce you to Iris, the lead nurse, youll be in great hands.

    D DURATION Keep in touch to ease waiting times. Let others know if

    there is a delay and how long it will be. Make it better and apply service recovery methods when necessary.

    Im very sorry for the inconvenience, the x-ray machine is down and will take a half hour to repair. Are you able to wait or would you like me to help you schedule an appointment for tomorrow?

    E

    EXPLANATION Advise others what you are doing, how procedures work and whom to contact if they need assistance. Communicate any steps they may need to take. Make words work. Talk, listen and learn. Make time to help. Ask, Is there anything else I can do for you? That looks beautiful! Be sure to only wash the wig in cold water and

    never use a hairdryer or curling iron on it. Is there anything else I can do for you today? I have the time.

    T THANK YOU Thank somebody. Foster an attitude of gratitude.

    Thank people for their patronage, help or assistance. Use reward and recognition tools. Thank you for your call. Is there anything else I can do for you? I have

    the time.

  • 7

    SHARP POLICIES AND PROCEDURES

    All Sharp Policies and Procedures can be found on the Sharp intranet. Policies and Procedures pertinent to volunteers can also be found in the Volunteer Office.

    HIPAA Regulations

    Its a Private Matter: Sharp HealthCare protects customers confidentiality, privacy and modesty in all situations. We are sensitive to the personal nature of health care, and we do everything we can to earn the trust that others place in us. We strive to promote peace of mind and relieve anxiety.

    What you see here, what you hear here Must remain here, when you leave here

    Definition of HIPAA

    Health Insurance Portability and Accountability Act of 1996.The Privacy Standard under HIPAA governs the use and disclosure of protected health information, and grants patients certain rights with respect to the use and disclosure of their protected health information.

    Definition of Privacy

    A patients right to control the use and disclosure of health information about themselves.

    Definition of Confidentiality

    Confidentiality is the obligation to protect the privacy of health information for all patients, employees and for organizational business purposes. Your responsibilities include the following:

    To protect the health information that identifies a patient, is created in the process of caring for the patient, and kept, filed, used or shared in an oral, written or electronic format.

    Only access information needed to do your job. You are not allowed to view or obtain information about you, your co-workers, family, friends or other patients that youre not directly assisting.

    Protect patient information from unauthorized access, use or disclosure.

    Maintain safeguards to protect patient information (i.e., keep doors closed to secure areas, obey posted signs for restricted access to secure areas.)

    Never discuss patient information in public areas such as hallways, cafeterias, or restrooms.

    Never share your computer password with anyone, and dont log on to a computer for someone else to use.

    Be aware and question individuals who do not belong in your work area, or do not have appropriate identification.

    Never remove paper or items containing patient information from your work area or out of the facility.

    If you see anything or hear anything that you think may be a violation of someones privacy, seek the help of a staff member!

    Notice of Privacy Practices

    Each patient will receive Sharp HealthCares Notice of Privacy Practices. This Notice informs patients of ways we may use and disclose their protected health information, their rights regarding their health information, and our legal responsibilities with respect to protected health information.

  • 8

    Disclosure of Information to the Public

    Each facility maintains a directory of patients currently in the facility. This is either on our computer system, or on a paper list. The registration staff must ask patients if they want their information listed in the directory. This approval must be obtained prior to their name being included in the directory. Directory information will include; patient name, location within the facility, condition in general terms and religion (available only to clergy).

    We may only release information if an individual inquiring about a patient asks for the patient by name. If the individual provides the patient name; the location of the patient and the condition of the patient may be provided. If a patient is identified as no publish, we are not allowed to provide any information. Response for inquiries should be, We cannot confirm or deny the presence of the individual in this facility. Media requests for information should be referred to the Marketing department or a supervisor. Members of the media must be escorted while in the facility.

    REMEMBER: Never disclose information about a patient unless you have had thorough training and it is part of your responsibility to do so.

    Health Information Access, Use & Disclosure

    In general, access, use and disclosure of health information, requires some form of authorization from the patient. In order to protect the privacy of our patients health information, access will be limited to:

    Personnel providing care and treatment.

    Providers whose name appears in the medical record.

    Individuals requiring information for payment/billing activities.

    Individuals participating in health care or facility operations.

    Liability

    The hospital will generally be liable for injuries inflicted by volunteers upon patients to the same extent that the hospital is liable for injuries inflicted by employees or volunteers. The individual volunteer may be held liable for negligent acts committed within the scope of the volunteer's authority. The key to the prevention of patient injuries inflicted by volunteers is to ensure that volunteers do not accept any assignment for which they have not been trained.

    How HIPAA May Affect You:

    Pharmacy volunteer is delivering medications. Be sure visitors cannot see the patients names on the prescription bottles.

    R & I Desk volunteers must keep the census list covered at all times. They may not show the list to a visitor. Census list must be destroyed at the end of the shift.

    Patient Companion discovers that a fellow volunteer has been admitted to the hospital.

    You may not share this information with other volunteers unless the patient has expressly given you permission to do so.

    A Clown volunteer is rounding to patients. He may never inquire as to the diagnosis or facts of a patient's case, never give the patient personal advice on how to get better, and never discuss the cost of treatment with the patient or family.

    (You will be asked to sign documentation that you understand and will comply with these obligations)

  • 9

    Obligations Regarding Confidentiality and Non-Disclosure

    Its a Private Matter: Sharp HealthCare protects customers confidentiality, privacy and modesty in all situations. We are sensitive to the personal nature of health care, and we do everything we can to earn the trust that others place in us. We strive to promote peace of mind and relieve anxiety.

    To E or not to E: Email Manners Using e-mail may save the sender time, but may not always be the most appropriate or expedient way to communicate. Use discretion in sending, responding to and forwarding e-mail. Remember that electronic messages can be subpoenaed and used as evidence in legal proceedings.

    Patient health and Sharp Organizational information is protected by law and by Sharp HealthCare policies. The intent of these laws and policies is to assure that confidentiality of information is maintained while used for business and clinical operations. In my job, I may see or hear confidential information in any form (oral, written, electronic) regarding:

    Patients and/or their family members (such as patient records, test results, conversations, financial information)

    Employees, physicians, volunteers and contractors (such as employment records, corrective action, disciplinary action)

    VOLUNTEERS SHALL AGREE TO AND ACKNOWLEDGE THE FOLLOWING:

    I will protect the privacy of all business and medical information relating to our patients, members, employees and health care providers.

    I know that confidential information I learn on my job does not belong to me and I have no right or ownership to it. Sharp HealthCare may take away my access to confidential information at any time.

    I will not misuse confidential information and will only access information necessary to do my job. I will not disclose any confidential information unless required to do so in the official capacity of my relationship, employment or contract with Sharp HealthCare.

    I will not share, change or destroy any confidential information unless it is part of my job to do so. If any of these tasks are part of my job, I will follow the correct department procedure or the instructions of my supervisor (such as shredding confidential paper). If a demand from an oversight agency, law enforcement or government agency is made upon me from outside Sharp HealthCare to disclose confidential information; I will document this by giving written notice to my supervisor.

    I will only print information from a Sharp HealthCare information system when necessary for a legitimate work related purpose. I am accountable for this information until it is properly filed or disposed of.

    If I have access to electronic equipment and/or records, I will keep my computer password secret and I will not share it with any unauthorized individual. I am responsible to protect my password or other access to confidential information. I understand that my use of an electronic system may be periodically monitored and audited to ensure compliance with this agreement.

    I understand that I have an obligation to report to my supervisor and/or the Compliance Hotline if I think someone is misusing confidential information or is using my password. I further understand that Sharp HealthCare will not tolerate any retaliation against me for making a report.

    On termination of my employment, I will return to Sharp HealthCare all copies of documents containing Sharp HealthCares confidential information or data in my possession or control.

    As a volunteer, I understand that failure to comply with this agreement may result in corrective action up to, and including, termination of employment or other relationships with Sharp HealthCare. I understand that I may also be subject to other remedies allowed by law. I understand that I must also comply with any laws, regulations, and Sharp HealthCare policies, including the Commitment to Principles, Privacy, Confidentiality and Security policies that address confidentiality. This agreement shall survive the termination of my official relationship, employment or contract with Sharp HealthCare.

    (You will be asked to sign documentation that you understand and will comply with these obligations)

  • 10

    Patient Rights

    In accordance with Section 70707 of the California Administrative Code, the hospital and medical staff have adopted the following list of patient rights, which shall be observed by all personnel.

    1. Exercise these rights without regard to age, sex, cultural, economic or educational background, race, color, religion, ancestry, national origin, sexual orientation, marital status or the source of payment for his/her care.

    2. Receive considerate and respectful care.

    3. Know the name of the physician who has primary responsibility for coordinating the care and the names and professional relationships of other physicians who will see you.

    4. Receive information from your physician about the nature of your illness, your course of treatment and your prospects for recovery in terms that you can understand.

    5. Have an advance directive, such as a durable power of attorney or living will. These documents express your choices about your future care or name someone to decide if you cannot speak for yourself. Concerns about compliance with your advance directive may be filed with the Department of Health Services Licensing and Certification District Office.

    6. Receive as much information about any proposed treatment or procedure as you may need in order to give informed consent or to refuse this course of treatment. Except in emergencies, this information shall include a description of the procedure or treatment, medically significant risks involved in this treatment, alternate courses of treatment or non-treatment and the risks involved in each, and the name of the person who will carry out the procedure or treatment.

    7. Participate actively in decisions regarding your medical care. To the extent permitted by law, this includes the right to refuse treatment. If during your visit you have any ethical concerns regarding your care, please ask your nurse to assist you to resolve your issues or to contact the Biomedical Ethics Committee.

    8. Expect privacy concerning your medical care. Case

    discussion, consultation, examination and treatment are confidential and should be conducted discreetly. You have the right to be advised as to the reason for the presence of any individual.

    9. Expect confidential treatment of all communications and records pertaining to your care and stay in the facility. Your written permission shall be obtained before medical records are made available to anyone not directly concerned with your care.

    10. Be advised if the hospital or physician proposes to engage in or perform human experimentation affecting your care or treatment. You have the right to refuse to participate in such research projects.

    11. Leave the hospital, even against the advice your physicians.

    12. Receive reasonable continuity of care and to know in advance the time and location of appointment as well as the physician providing the care.

    13. Be told of realistic care alternatives when hospital care is no longer appropriate.

    14. Be informed by our physician or a delegate of your physician of your continuing healthcare requirements following your discharge.

    15. Examine and receive an explanation of your bill, regardless of source of payment.

    16. Know which facility rules and policies apply to your conduct as a patient.

    17. Have all patient's rights apply to the person who may have legal responsibility to make decisions regarding medical care on your behalf

    18. Designate visitors of your own choosing unless such visitors endanger the health or safety of others or significantly disrupt operations of the facility. If you are unable to state your wishes regarding visitors, any person living in the household will be granted visiting privileges, within the parameters of facility visitation policies and procedures.

    If at any time you believe any of these hospital responsibilities have not been fulfilled or if you have other concerns, you may contact the nurse in charge or the Office of Patient Relations.

    Patient Relations at SCVMC is located on the main lobby floor across from the Admitting. X5858

  • 9

    Primary Language

    Viva la Difference: At Sharp HealthCare, we know that our differences, unique talents and varied backgrounds come together to create a stronger whole.

    While on duty, English must be used as the spoken language in patient care areas, corridors, waiting rooms, offices or other work areas where conversations may be overheard by patients, visitors, co-workers or others. While off duty, on rest breaks or meal periods, and/or in employee lounges, cafeterias and other non-work areas not listed above, any language may be spoken. Discretion should be used when conversing in a language other than English in the presence of co-workers, visitors or others who do not understand that language. Exceptions to this policy may be granted by management when employees are asked to interpret a language other than English, or when patient care or other company business may be facilitated by the use of a language other than English.

    Building Security

    Think Safe, Be Safe: It is essential that we provide a hospitable, healing, healthy and safe environment at Sharp HealthCare. We identify and report safety hazards promptly, and apply remedies whenever needed.

    Security Guards are on duty 24-hours a day. Their office is located in the lobby, but they generally spend their days doing rounds throughout the facility and grounds. If you work an evening shift, and would like an escort to your vehicle, call the PBX operator by dialing 0 and ask them to call Security for an escort. If you observe any questionable activity, please dial the PBX operator immediately, who will page Security with your message. Please do not bring valuables to the hospital and secure all personal belongings. Lockers are available in the volunteer office for use during your shift. Please bring your own lock to be used during your shift only. Your name badge ID is a mandatory and essential part of your uniform. Everyone must wear their name badge ID while on duty.

  • 10

    Safety

    Think Safe, Be Safe: It is essential that we provide a hospitable, healing, healthy and safe environment at Sharp HealthCare. We identify and report safety hazards promptly, and apply remedies whenever needed.

    A. General Safety

    Sharp Chula Vista Medical Center is committed to providing a safe and healthy environment for its patients, visitors, employees and volunteers. As a hospital volunteer, you are responsible for your own safety as well as helping to assure the safety of those with whom you work. You must be knowledgeable about hospital policies regarding fire and personal safety. Mental attitude is a key component of personal safety. Give each job your full attention. Be alert to potential hazards such as spills, broken equipment or frayed electrical cords. Report hazards to the Volunteer Services staff or the hospital Safety Officer. Dont be afraid to ask questions or to suggest ways to make your job safer. You have the right to refuse any job you feel you are untrained to perform or that may put you at risk. Use proper lifting procedures: knees bent, back straight. Divide the task into smaller, more manageable loads, or ask for help. Use a cart whenever possible to transport loads.

    B. Fire Safety

    In the event of a fire in your area, follow the R.A.C.E. acronym: R Rescue any patients or visitors in immediate danger A Sound the Alarm by pulling the nearest fire box and then dialing

    * * * to report a Code Red C Contain the fire by closing doors and windows E Employees only should try to Extinguish the fire, if it can be safely

    accomplished. Volunteers should Evacuate the area

    When a Code Red is called in any part of the hospital, help clear the hallways by moving wheelchairs and gurneys into a nearby room. If visitors are standing in the hallway, ask them to step into a patient room or waiting area. Doors throughout the hospital are designed to contain a fire for designated periods of time. A number of doors have magnetic latches that release and allow the door to close when there is a fire nearby. Volunteers should help close doors to patient rooms and offices and reassure visitors and patients in areas away from the fire that they are not in danger. It is not necessary, for example, to evacuate the lobby when a Code Red is called on the Fourth Floor. Do not use the elevators during a Code Red. Be familiar with evacuation routes and the alarm box nearest your work area.

  • 11

    C. Additional Codes

    The volunteers primary role during a code is to stay out of the way, so that key staff can respond quickly, and to reassure visitors and patients that they are not in danger. Volunteers could see that visitors do not enter the unit, provide comfort and reassurance to waiting family members and demonstrate an atmosphere of order. Codes are paged overhead in the hospital. To report an incident, dial * * * and report the appropriate code to the operator, including its exact location:

    Code Red Fire Follow the procedures under Fire Safety above.

    Code Blue Cardiopulmonary arrest

    Trained medical personnel will respond. Leave the area if possible.

    Code Green Anyone causing a disturbance with potential for violence

    Key employees will respond. Leave the area if possible.

    Code Yellow Anyone with a weapon or actual threat/attempt of violence Leave the area immediately.

    Code Purple Infant abduction

    Watch for suspicious activity. If near an exit, go to the Purple Dot as an observer only.

    Code Triage Internal or external disaster

    Key employees will respond. D. Disasters

    Disasters may be internal (such as a fire or power outage) or external (such as an earthquake or civil disturbance.) The PBX operator will notify staff of the disaster by announcing Code Triage. Messenger Aides volunteers should report to the Hospital Incident Command Systems labor pool, located in the administration hallway adjacent to the lobby. All other volunteers should continue their regular duties unless assigned elsewhere. The Volunteer Services Manager will call the chairmen of ED and Messenger Aide or other individual volunteers as needed to notify them of the need for additional volunteers. If additional volunteers are called in, they should report in uniform, follow normal sign-in procedures and report to the labor pool.

  • 12

    Infection Control

    Think Safe, Be Safe: It is essential that we provide a hospitable, healing, healthy and safe environment at Sharp HealthCare. We identify and report safety hazards promptly, and apply remedies whenever needed.

    Sharp Chula Vista Medical Center has developed the following guidelines to prevent the spread of infectious diseases and to ensure the health and safety of our patients and volunteers. These guidelines are known as standard precautions. It is essential that you understand and follow these standard precaution procedures. Standard precautions is a means of protecting ourselves from blood and body fluids of every patient, through good hand washing, wearing appropriate protection and avoiding contact with sharp objects.

    A. Health Clearances

    Volunteers shall follow Employee Occupational Health Department (EOHD) policies regarding annual tuberculosis testing.

    Volunteers shall demonstrate immunity to measles and be cleared by Employee Occupational Health office.

    Volunteers shall follow EOHD policy on work restrictions when ill. Do not report to work if you have any communicable disease such as conjunctivitis, fever, impetigo, chicken pox, diarrhea with fever, draining lesions or productive cough.

    Volunteers appointed to serve in Womens & Childrens Dept. and Emergency Dept. shall follow EOHD policy for Hepatitis B and Varicella vaccinations.

    Volunteers, other than those in Womens & Childrens Dept. and Emergency Dept., may not be assigned duties that have the potential for exposure to any blood or body fluids. You will however, be asked to know the procedures for exposure to blood or body fluids.

    Volunteers will be offered Influenza vaccination annually. B. Hand Washing Hand washing is performed:

    at the beginning of the work shift

    after handling soiled equipment

    after handling patient belongings

    before and after physical contact with a patient

    after delivery of a specimen

    after coughing or sneezing

    after using toilet facilities How to Wash your Hands:

    Option 1: Wet hands, remove hands from water and apply soap. Scrub hands

    thoroughly for at least 20 seconds. Pay special attention to areas between fingers and under fingernails. Rinse and dry with a paper towel. With paper towel still in hand, turn off the faucet. Dispose of paper towel.

    Option 2: All patient work stations and bathrooms in the hospital are equipped

    with waterless hand sanitizer. If you hands are not visibly soiled, this is an appropriate method of hand cleansing.

  • 13

    C. Contact Precautions Contact or isolation precautions indicate to the volunteer that there is the potential of exposure to a communicable disease such as: TB, measles, rubella, mumps, pertussis, scabies, zoster (shingles), or any other number of resistant organisms. Patient rooms with Contact Precautions are indicated by a green sign hanging on the doorway. The sign reads Contact Precaution. Volunteers shall not enter such rooms. Keep an eye for other signage and ask the nurse for further instructions. If your duties would normally require that you enter a patient room, but the patient has a contact precaution sign, ask a nurse aide or other staff to enter for you. D. Latex Policy In order to keep patients safe from potential allergic reactions to latex, latex products are discouraged from use in the hospital. Visitors are discouraged from taking latex balloons to a patients room. Mylar balloons are acceptable. Patients identified as being latex sensitive will have neon orange arm band labeled 'latex sensitive' placed on patient's wrist and an alert sign will be found above the patients bed and/or outside of the patients door. Prior to entering a latex-sensitive patient's room, remove latex-containing supplies and equipment from your body and wash hands thoroughly.

    E. Protective Gloves Gloves are found at all patient work areas and in patient rooms. All gloves are non-latex to avoid complications for latex-sensitive patients. If using gloves in a patients room, remove and dispose of them in the patients room before leaving. Wash you hand after removal. Do not wear soiled gloves in public areas.

    F. Additional Precautions

    Specimens collected in a container with a tight fitting lid must be placed in an impervious closeable bag before being transported by a volunteer. Volunteers do not need to wear gloves.

    Volunteers shall not touch or walk through blood that is spilled in the environment. Notify Environmental Services (X3553), or nursing personnel.

    Do not eat or drink in areas that could be contaminated with body fluids.

    Volunteers are not routinely placed in positions that carry exposure to blood borne pathogens such as HIV or HBV, however exposure may occur through skin puncture from needles, scalpel or contaminated broken glass; splashes to the eyes, nose or mouth; or cuts or nicks to the skin. In case of accidental injury, follow the procedures described below.

  • 14

    Additional Sharp Policies and Procedures

    Think Safe, Be Safe: It is essential that we provide a hospitable, healing, healthy and safe environment at Sharp HealthCare. We identify and report safety hazards promptly, and apply remedies whenever needed.

    Health-related Issues and Workers Compensation

    If you become ill while on duty, go home immediately after notifying your supervisor. If you are injured or become severely ill while on duty, notify the manager of your department or the manager of Volunteer Services. Report to Employee Occupational Health during business hours. If it is after business hours, you can report to the Emergency Department. Injuries occurring while on duty are covered under Workers Compensation. Injuries must be reported immediately to the Volunteer Service staff, your department manager or the Nursing Supervisor. Paperwork must be completed even if the injury is not severe.

    Elder Abuse Detection and Reporting

    Elder Abuse can take on many forms; verbal, physical, sexual, mental, monetary, involuntary seclusion and neglect. Under the law, those considered elders are 65 years of age or older. Sharp employees and volunteers are mandated reporters. Anyone witnessing or hearing about any allegation of abuse shall report the incident immediately to his/her supervisor or to the involved employee's supervisor or to the Volunteer Services staff as appropriate.

    Unlawful/Sexual Harassment Policy

    Unlawful harassment is prohibited in any form, including sexual harassment, or harassment based on, or related to: gender, race, color, ancestry, religion, national origin, disability, medical condition, marital status or sexual orientation. Incidents or suspected incidents must be reported to the Volunteer Services staff, Human Resources or your department supervisor. Management must report all incidents of unlawful/sexual harassment to Human Resources immediately. Reported incidents of unlawful/sexual harassment will be promptly and thoroughly investigated. Human Resources is responsible for investigating complaints and reporting findings to the appropriate level of management. Information relating to a sexual harassment complaint will be handled strictly on a need-to-know basis. No reprisals or retaliation against persons complaining of sexual harassment will be taken or condoned. Corrective action commensurate with the severity of the offense will be taken, which may include discharge from volunteering, even for a first offense. The complainant will be notified that appropriate action has been taken.

  • 15

    Smoking Policy

    Tobacco use is prohibited for everyone employees, volunteers, medical staff, board members, contract staff, vendors, consultants, patients, visitors and community members on all Sharp properties including parking lots, structures and Sharp-owned vehicles. This policy will not affect behavioral health patients being treated at Sharp. Sharp is excited about taking this step in promoting healthier lifestyles and recognizes that this change will be difficult for some. While Sharp is not asking people to quit smoking, employees and volunteers will find an array of smoking cessation information available for those who wish to do so. For more information, call 1-800-82-SHARP (1-800-827-4277).

    Alcohol and Substance Abuse

    Use of alcohol or illicit drugs is strictly prohibited on hospital grounds. Reporting for volunteer duty while under the influence of alcohol or drugs is not allowed and is cause for immediate dismissal.

    Complaint Procedure

    All for One, One for All: Teamwork Sharp team members share a common purpose: to serve our customers. We build each other up; we share our successes, failures, information and ideas.

    Volunteers who have a position-related issue, question, or complaint should first discuss it with their immediate supervisor or the Volunteer Services staff. If the issue cannot be resolved at this level, the Volunteer Services staff may contact the Human Resources Department. Volunteers who observe, learn of, or, in good faith, suspect a violation of the Standards of Conduct of Sharp HealthCare should immediately report the violation to the Volunteer Services staff.

  • 16

    Wheelchair Procedures

    If your specific job description includes wheelchair use, you will receive additional instruction as a part of your training. All volunteers should be familiar with procedures.

    Assisting patient into wheelchair:

    Always set brakes before placing a patient into the wheelchair.

    Put the foot pedals in the up position.

    Assist the patient into the wheelchair. If the patient is frail or very ill, request assistance from a nurse.

    After the patient is seated, put the foot pedals down and check to see that the patient is comfortable. If leg or calf support is needed, be sure to provide support for the injured leg. It may be necessary to cushion the leg with a pillow or other support.

    If the patient is wearing a hospital gown, he or she should be covered with a lap blanket before being transported.

    Assisting patient out of wheelchair:

    Set the brake on both sides.

    Raise the foot pedals and place the patients feet on the ground.

    Assist the patient in getting out of the wheelchair and into a chair or car. Place the wheelchair facing the open car door. Hold the chair firmly, with the brakes on, and assist the patient as he enters, reminding him not to bump his head on the roof of the car.

    Pushing the wheelchair:

    If you encounter an obstacle such as a ridge and the wheelchair does not move over it easily, place your foot on the back extension rail and press down. This will elevate the front wheels. Push forward and then let the front wheels down easily.

    Back the wheelchair into an elevator whenever possible.

    Back wheelchair down any slope whenever possible.

    Never leave the patient in a wheelchair unattended.

    Cleaning and Disinfecting the wheelchair:

    After every use, a wheelchair must be disinfected.

    Put on disposable gloves

    Using Cavi-Wipes, wipe down the seat, chair back, handles and wheels.

    Do not reuse blankets or pillows, they should be placed in dirty linen bins.

    Additional procedures:

    A volunteer should not attempt to push a wheelchair with a patient whose illness or body weight poses a risk to the volunteers own safety. Request assistance from a transporter.

    Volunteers may not transport patients connected to an IV or cardiac monitor.

    If the patient should fall forward, place your thigh and body against the back of the chair. Keep one hand on the handle of the chair; place your other arm across the patients chest and draw the patient against the back of the chair.

    If the patient begins to slide down in the chair, reach both hands over his shoulders. Place your hands under the patients armpits, pulling him up and against the back of the chair.

    If a patient faints, vomits, is dizzy or shows signs of physical or mental distress, return the patient to the nurses station for evaluation and assistance. Volunteers may decline to escort a patient if they feel uncertain of their ability to transport him safely.

  • 17

    INTRODUCTION TO SHARP CHULA VISTA AUXILIARY

    Mission

    The mission of the Auxiliary is to render service to the hospital and its patients; assist the hospital in promoting the health and welfare of the community; conduct a fund-raising program in accordance with the objectives established by the governing board of the hospital. As a member of the Sharp Chula Vista Auxiliary, you have an opportunity to serve in many valuable ways. All volunteer services fall into one of the three categories:

    Inservice volunteers work in the hospital and in our Birch-Patrick Center to assist patients, visitors and staff. Many volunteers also assist with community service projects, such as health fairs, on behalf of the hospital. The Auxiliary sponsors fund-raising activities throughout the year, with all proceeds donated to the hospital.

    History

    Community Hospital of Chula Vista was founded in 1944 as a private nursing home located on F Street in downtown Chula Vista. It became an acute-care hospital the following year and moved to its present location in 1975. With the completion of a major expansion program in 1992, the hospital now has 326 licensed beds, including a full-service acute-care hospital, a transitional-care unit, and a 100-bed skilled nursing facility at the adjacent Birch-Patrick Center. It is a fully accredited nonprofit organization affiliated with the Sharp HealthCare system. The hospital name was officially changed to Sharp Chula Vista Medical Center in April 1993. The Auxiliary was founded in 1966 and now consists of more than 300 men, women and students who work throughout the hospital and on projects on behalf of the hospital and its patients. Over the years, volunteers have raised nearly $3.2 million for the hospital and annually contribute approximately 40,000 hours of in-hospital service.

    Organization

    The Auxiliary is governed by a Board of Directors that meets once a month. Officers are elected by the general membership in November and consist of: President, Executive Vice President, Vice President for Community Service; Vice President for Fund Raising, Vice President for Membership, Recording Secretary and Treasurer. Other members of the Board are the Parliamentarian; Chairman of Gift Shop, Newsletter, Nominating Committee, Planning Committee and Thrift Shop. The hospital CEO and Manager of Volunteer Services are ex officio members of the Board. The Manager of Volunteer Services is employed by the hospital to oversee the volunteer program, to act as a liaison to hospital departments in developing and staffing new volunteer services, and to coordinate and assist with Auxiliary functions.

  • 18

    AUXILIARY AND VOLUNTEER POLICIES AND PROCEDURES

    Requirements for Volunteers

    As a volunteer at Sharp Chula Vista Medical Center, I agree to the following:

    1. I shall hold as absolutely confidential all information that I may obtain directly or indirectly concerning patients, physicians or hospital personnel.

    2. My services are voluntarily donated to the hospital without expectation of compensation or

    future employment.

    3. I understand that it is a violation of hospital policy to solicit business or act as an agent for any outside business or to solicit business from patients and/or staff. I understand that violation of this policy may result in my termination as a volunteer.

    4. I shall not sell or attempt to sell goods or services, request contributions or solicit persons to sign

    or distribute political materials on hospital premises, unless I receive prior authorization from the Manager of Volunteer Services to engage in these activities.

    5. I shall submit to health examinations, which may include TB skin tests, chest X-rays, and/or

    immunizations that may be necessary as a part of my volunteer service.

    6. I authorize Sharp Chula Vista Medical Center to photograph me and to use such photographs for educational, public relations, charitable and other such purposes it may deem appropriate.

    7. I shall make my best effort to fulfill my commitment to Sharp Chula Vista Medical Center by

    completing all assignments that I accept.

    8. I shall be punctual and conscientious, conduct myself with dignity and courtesy and endeavor to make my work professional in quality.

    9. a) As a senior volunteer, I agree to commit to at least one year of service and work a minimum

    of 50 hours per year as an active volunteer. I understand that my commitment is automatically extended beyond the stated minimum requirement, unless termination is requested.

    9. b) As a junior/student volunteer, I agree to commit to at least six months of service and work a

    minimum of 50 hours within those six month. Volunteer Services may invite me to extend my service beyond six months based on performance, attendance and need, and that I have the option to accept or decline such an invitation at that time.

    10. I understand that the Volunteer Services Department reserves the right to terminate my

    volunteer status as a result of: a. Failure to comply with hospital policy, rules and regulations; b. Four (4) absences without prior notification; c. Unsatisfactory attitude, work or appearance; d. Any other circumstances that, in the opinion of the Volunteer Services staff, would

    make my continued service as a volunteer contrary to the best interests of the hospital.

    11. I agree to inform the Manager of Volunteers when I decide to resign my volunteer position and agree to an exit survey. I also agree to hand in my ID badge upon resignation.

    (You will be asked to sign documentation that you understand and will comply with this Agreement)

  • 19

    Auxiliary Membership and Dues

    All volunteers are required to join the Sharp Chula Vista Auxiliary. Initial dues and annual donations underwrite Auxiliary operating costs and special volunteer activities. Initial membership dues are to be paid at New Volunteer Orientation.

    There are four types of membership:

    Active: Active members (a.k.a. senior volunteers) are required to contribute a minimum of 50 hours of service each year. This may be fulfilled by in-hospital service and/or participation in community and fund-raising activities. Initial dues are $20.00. No further dues if annual service hours are at or above 50.

    Associate: Associate members have no requirement for minimum hours of service, but may participate as actively as they choose. Dues are $20.00 per year.

    Life: Life members make a special contribution to the Auxiliary and hospital by becoming permanent members of the Auxiliary. Their names are engraved on a plaque in the Volunteer Office. There is no minimum hours-of-service requirement; one-time dues are $150.00.

    Students and Juniors: Dues are waived for college students (a.k.a. student volunteers) and high school students (a.k.a. junior volunteers).

    Special Groups: Mended Hearts, Spiritual Care Volunteers, Entertainment Volunteers. Dues are waived but full Auxiliary membership is encouraged.

    Uniforms

    Look Sharp, Be Sharp: Appearance Speaks, When we dress, groom and maintain our workplace with care, we show respect for our customers and give them confidence in our ability to care for them.

    All in-service volunteers are required to wear a uniform and ID badge while on duty. Uniform tops are sold for $20.00 in the Volunteer Office. ID badges are processed through the Volunteer Office.

    For women, the uniform consists of a uniform top (long or short sleeve scrub shirt or polo shirt) worn with a white shirt, white slacks (no leggings/jeggings) or skirt, and white closed, soft-soled shoes. Stockings are to be neat and of a light or neutral shade. Skirts should be no shorter than knee length.

    Male volunteers wear white slacks, uniform top (long or short sleeve scrub shirt or polo shirt) worn with a white shirt, white socks and white closed soft-soled shoes.

    Hair should be neat and clean.

    Excessive makeup, perfume and large jewelry are not allowed. No facial piercings.

    Tattoos are acceptable if they are not offensive in content.

    Hands are to be clean, with nails neatly manicured. No acrylic nails for those in patient contact areas.

    Uniforms are to be neat, clean and completely buttoned.

    Shoes are to be clean and polished.

    All volunteers must wear a hospital ID badge, which is provided by the hospital.

  • 20

    Hours and Timekeeping

    Volunteers working in the hospital must sign in and out in the Volunteer Office at the beginning and end of each shift. This allows us to contact you in an emergency and to keep a record of who is working in each department. Signing in also ensures that you are covered by the hospitals Workers Compensation insurance while on duty. You will need to provide the last four digits of your social security number to use as your identification number. If you are doing work outside the hospital as part of your volunteering, you are responsible for tracking your own hours worked outside the hospital. These hours should be recorded on an Outservice Hours Card and returned to the Volunteer Office at the end of each month. Volunteers assigned as Birch-Patrick Aides, certain Spiritual Care Volunteers have special sign-in and sign-out procedures. Consult your trainer or the Volunteer Services staff for special instructions. Service Hours letters may be obtained upon request in the Volunteer office. Verification of hours and service hours letters may be requested only after the minimum requirements for volunteering have been completed50 hours AND six months of service. The Volunteer Services staff reserve the right to deny verification of hours if minimum requirements are not met. Please allow at least three business days to process your request.

    General Meetings

    All senior volunteers are requested to attend General Meetings are held on the third Thursday of every odd month (January, March, May, July, September, and November) in the Nellie Barrington Room of the hospital. These meetings are an excellent opportunity to meet fellow volunteers, participate in Auxiliary planning and keep up to date on any changes. Reservations are required (please sign-up in the volunteer office). The agenda includes a business meeting, followed by a guest speaker or special program and a luncheon prepared by the hospitals Chef.

    Benefits, Awards and Recognition

  • 21

    A. Benefits

    The rewards of volunteering are often personal and intangible. In appreciation of your service, the hospital and Auxiliary offer you the following benefits (Sharp ID is required for discounts and purchases):

    Initial and annual TB testing free of charge

    Reduced rates on meals in the hospital cafeteria

    Free fountain drinks (coffee, tea, soda, juice and water) from the cafeteria

    Your ID badge gives you access to the volunteers priority parking lot which is gated from 6:30am to 2:30pm

    Volunteers receive a 15 % discount on most purchases in the hospital Gift Shop (excluding flowers, magazines, books, greeting cards, candy and sale items)

    Volunteers receive a 10 % discount on purchases over $1.00 in the Backdoor Bargains Thrift Store

    Free candy bar from the Gift Shop on your birthday

    Sees Candy discount at Rosecrans St. store

    Discounts on prescription and over-the-counter medications purchased through the hospital outpatient pharmacy

    Take advantage of the hospitals discount ticket program for theater tickets, amusement parks, etc. See or call the PBX operator for details

    Receive our monthly newsletter The Communicator (seniors only)

    Attend Auxiliary activities such as our bimonthly luncheon meetings, annual recognition ceremony and meetings of the San Diego-Imperial County Council of Hospital Volunteers

    Inclusion in the hospitals social, training and educational functions

    Skills development and work experience

    Access to the campus library

    Eligibility in hospital credit union

    Educational scholarships

    Social networking and inclusion in hospital social functions

    Award pins are given for total hours of service, starting at 100 hours

    B. Tax Benefits

    Volunteers are also eligible for tax benefits. Volunteer is responsible for submitting appropriate tax information. Hours report can be requested in the Volunteer Services office. Please allow at least three days to process your hours report. Potential tax benefits include:

    Automobile mileage

    Bus and taxi transportation expense

    Parking & tolls

    Special uniforms and cleaning

    Telephone bills

    Cost of overnight meals and lodging if on hospital-related business

    Tickets for charity benefits

    Cash and in-kind donations

    Limitations and Extent of Duties for Volunteers

  • 22

    All for One, One for All: Teamwork Sharp team members share a common purpose: to serve our customers. We build each other up; we share our successes, failures, information and ideas. Volunteers are to perform the duties outlined in your position description. If you are unable to perform any duties outlined in the position description, a new placement may be necessary. Discuss your options with the Volunteer Services staff. Volunteers reserve the right to refuse a duty that they are not comfortable performing. You may request more training or simply state that you are not comfortable taking on that duty.

    Volunteers May: (with appropriate training and supervision)

    Transport patients by wheelchair including outside the facility

    Discharge stable patients

    Escort patients and visitors to their destinations within the hospital and on the hospital campus

    Provide personal services to patients such as visiting, writing letters, applying make-up and nail polish

    Cuddle, dress, change diapers, and feed infants

    Transport prescriptions and selected medications

    Check in patients valuables with an employee as the co-signer

    Deliver specimens to lab including whole blood products and spinal fluids

    Make up beds and gurneys

    Work in the sterile area of the hospital

    Return used equipment for processing

    Assist professional staff with clerical duties including making up and breaking down charts and filing reports

    Access patient charts and computer records as required to perform duties

    Assist in non-clinical language translation

    Volunteers May Not:

    Transport patient with an IV unless accompanied by staff member trained in IV management

    Transport patient with a cardiac monitor

    Strip gurneys or beds

    Turn patient without staff assistance

    Offer massage to patients

    Give medications to patients

    Transport narcotics or chemotherapy

    Handle and/or discharge unstable patients

    Drive patients automobile

    Retrieve anything from a patients purse or wallet

    Sign as a witness for patients Advanced Directives, will, or other documents

    Give medical or personal advice

    Disclose any patient information to anyone other than those with a need to know

    Return to volunteering after a serious illness or hospitalization without written release from their physician

    Accept personal gratuities

    Sell products or solicit for donations not approved by Sharp HealthCare

  • 23

    Training and Evaluation

    Get Smart: Increasing Skills and Competence Professional development demonstrates a desire to continually enhance the delivery of health care. We encourage innovation and constant improvement in efficiency and effectiveness.

    All in-service volunteers complete orientation training before being assigned to a specific area or department. New volunteers will complete training in their assigned area under the guidance of an experienced volunteer or a hospital employee. For inservice departments, the training sheet must be returned to the Volunteer Office to be included in the new volunteers file. This sheet will include an evaluation of the volunteers ability to perform the job for which he is being assigned. Additional periodic updates and trainings are provided as deemed necessary for specific positions. These may be provided through an in-service update, bulletin board notices, handouts and other methods deemed appropriate by the in-service chairman, Vice President for In-service or Volunteer Services staff. All in-service volunteers will complete an annual retraining and evaluation in infection control and safety. This will include handouts and written tests, which are then filed in the volunteers personnel file. In-service volunteers will complete an annual competency testing in order to continue their hospital service. Testing will include: general safety, fire safety, infection control and disaster procedures. Volunteers may also be tested on specific procedures required for their in-service job. Additional information and copies of the competencies for each job are included in the Volunteer Departments Competency Plan.

    Schedule and Position Assignment

    Your schedule and volunteer position will be determined based upon availability and need. Every effort is made to place you in your desired area, but the Volunteer Services staff reserve the right to place you in a high priority position. You reserve the right to accept or decline that position with the understanding that if mutual agreement cannot be met, termination may be deemed necessary. Most volunteers work one to two shifts per week in one service area. Changes in schedule are understandable within reason. Please discuss your schedule and placement options with the chairperson of the position and the Coordinator of Volunteer Services. A current schedule of all position schedules is posted in the volunteer office. Although every attempt is made to match volunteers with the appropriate service, we recognize that not every job is a perfect fit for every volunteer. Because of the time and effort involved in training, we ask that volunteers remain in their initial assignment for a minimum of three months (six months for juniors/students). After that time, you may request a transfer or ask to be trained in a second service area. For concerns regarding schedule changes and position reassignment, contact the Coordinator of Volunteer Services.

  • 24

    Absence and Tardiness

    All for One, One for All: Teamwork Sharp team members share a common purpose: to serve our customers. We build each other up; we share our successes, failures, information and ideas. From time to time, it may be necessary for a volunteer to be late or absent from work. Emergencies, illnesses, or pressing personal business that cannot be scheduled outside

    work hours may arise. It is the responsibility of all volunteers to contact all affected parties if they will be absent or late. Please call the department supervisor, position chairperson and/or the Volunteer Services staff. Four unexcused absences will be considered voluntary resignation and you will be marked as an inactive volunteer. You will be expected to turn in your ID badge and complete an exit survey. See Termination/Resignation and Exit Survey section below. A leave of absence may be deemed necessary for personal or health reasons. The volunteer should inform the Volunteer Services staff of the anticipated length of his/her absence. A volunteer who desires to return to his or her same position and shift must make arrangements for a substitute to fill that shift during the leave of absence. If the volunteer does not make such arrangements, the position and shift may be filled permanently at the discretion of the Volunteer Services staff. At the end of the leave of absence, the volunteer must notify the Volunteer Services department of his or her planned date of return. All health and safety requirements must be brought up to date, and the volunteer may be required to complete additional retraining, at the discretion of the chairman or the Volunteer Services staff. Certain positions require finding a substitute replacement for your shift. You will be given special instruction and a list of available volunteers during your position training.

    Break Periods

    By law volunteers who work at least four hours are entitled to a 10-minute break. If you are in an area that must be covered at all times, please coordinate breaks with your supervisor or with other volunteers in the same area. Volunteers may also take a lunch break at the end or beginning of their shift. Breaks must be taken in designated break areas; the cafeteria, outside, break rooms on the 1st floor or in the Volunteer Office provided that there is not a meeting in session. Food and drinks are not permitted in work areas. While on duty, volunteers are allowed one free fountain drink, coffee or water from the cafeteria.

    Parking

    The volunteer parking lot is located in the rear of the hospital. The gated lot is accessible by using your ID Badge. Wave your ID Badge in front of the sensor to make the gate rise. The volunteer lot is gated from 6:30am to 2:30pm weekdays. If the volunteer lot is full, please use any unmarked space in the back of the hospital, near building 765. Refrain from parking in the front of the hospital or in the parking structure as these spaces are reserved for visitors and patients.

  • 25

    Change of Personal Data

    The Volunteer Services department, in conjunction with the Auxiliary, maintains accurate records of volunteers personal data. If there is a change in your personal data (i.e. you have a new address, phone number or e-mail address) it is your responsibility to keep us notified. An Auxiliary Roster is compiled and distributed to each Auxiliary member at the March General Meeting. All active adult members of the Auxiliary are included in the roster unless they request to be excluded.

    Termination/Resignation and Exit Survey

    Volunteers may be terminated for failure to comply with the policies and procedures of Sharp Chula Vista Medical Center or the Volunteer Services department. Specific behaviors that may lead to termination include, but are not limited to; four or more unexcused absences or excessive absences; disorderly conduct; on the job alcohol or drug use or reporting to work under the influence of drugs or alcohol; willful destruction of hospital property; intentional breach of patient confidentiality. A volunteer who is unable to perform his assigned duties may be asked to transfer to another area or to leave the volunteer program. Determination of the volunteers ability to perform will be based on any of the following; annual competency testing or evaluation; oral or written reports from hospital employees or volunteer chairs in the individuals assigned area; observation by the Volunteer Services staff or Department Manager. A volunteer who has failed to abide by hospital policies and procedures may be counseled or immediately terminated, depending upon the severity of the offense. A volunteer who is unable to perform his assigned job may receive additional training or may be assigned to another job within his capabilities. A volunteer who would not benefit from either additional training or reassignment may be terminated from the program at the discretion of the Volunteer Services staff. All volunteers are asked to complete an Exit Survey to assess their volunteer experience upon termination of service.

    Return of Hospital and Auxiliary Property and ID Badge

    Volunteers are required to turn in their ID Badge upon termination of their volunteer service. Badges may be turned in to Volunteer Services or Security offices. Any Sharp or Auxiliary property must be returned upon termination of volunteer service. Gifts and uniforms are yours to keep.

  • 26

    Holiday Policy

    Sharp recognizes the following six holidays. Depending on the calendar year, these holidays may be observed on the actual day, or the day after. Some positions require volunteers to work on these holidays, while other positions will follow the holiday closure guidelines. Check with your immediate supervisor, the chairperson of your position or the Volunteer Services staff regarding your position.

    New Years Day Memorial Day Independence Day Labor Day Thanksgiving Day Christmas Day

    Important Phone Numbers

    Backdoor Bargains Thrift Shop (619) 502-4070 Employee and Occupational Health (619) 656-3003 Gift Shop (619) 502-5909

    Gift Shop Coordinator (619) 502-4021 Hospital Switchboard (619) 502-5800 Reception and Information Desk (619) 502-3601 Sharp Shuttle (619) 855-1042 Volunteer Services, Coordinator (619) 502-6606 Volunteer Services, Manager (619) 502-3606

  • 27

    Hospital Department Abbreviations

    3E 3 East, a telemetry unit on the third floor (see also IMCU) 3W 3 West, an obstetric (maternity) unit on the third floor 4E 4 East, a medical oncology unit on the fourth floor 4N 4 North, technically a portion of 4 East on the fourth floor 4S 4 South, a medical surgical unit on the fourth floor, 4W Postpartum maternity annex 5E 5 East, a telemetry unit on the fifth floor (see also IMCU) 5W 5 West, an intensive care unit (aka MICU) ACR Administrative Conference Room Birch Birch-Patrick Convalescent Center (sometimes written as B-P) BMSP Bloodless Medicine and Surgery Program BR Administrative Board Room Dietary commonly misused to refer to Food and Nutrition Services (FANS) EOHD Employee and Occupational Health Department ER, ED Emergency Room, Emergency Department EVS Environmental Services (aka Housekeeping) FANS Food and Nutrition Services Cath lab Cardiac catheterization laboratory CCU Cardiac Care Unit HIM Health Information Management (aka Medical Records) HR Human Resources Imaging Ctr Outpatient Imaging Center, located in building 765 behind hospital IMCU Intermediate Care Unit, can refer to 3 West or 5 East Med Rec Medical Records (see also HIM) MICU Medical Intensive Care Unit (aka ICU, 5 West or 5W) MOB Medical Office Building 765 (Surgery Center) NBR Nellie Barrington Room NICU Neonatal Intensive Care Unit OB Obstetrics/Maternity (aka 3 West) OB overflow beds used on 4 South when the OB unit (3 West) is full OPS Outpatient Surgery PACU Post-Anesthesia Care Unit (Recovery Room, pronounced PACK-yew) PAES Pre-Anesthesia Evaluation Services (pronounced PAZE) PAS Patient Access Services (aka Admitting, Billing) PBX Switchboard Operator PFS Patient Financial Services (aka Admitting, Billing) OR Operating Room OT Occupational Therapy POM Plant Operations Management (aka Maintenance, Engineering) PT Physical Therapy Purchasing Materials (Materiel) Management Department Radiation ambiguous reference to either Radiology or Radiation Oncology SCMG Sharp Community Medical Group SICU Surgical Intensive Care Unit SNF Skilled Nursing Facility (pronounced SNIFF; aka Birch-Patrick)) SRS Sharp Rees-Stealy Medical Group Supply Chain Central Supply, Materiel Management

  • 28

    Commonly Used Terms and Abbreviations

    Acute Short or severe illness Ambulatory Able to walk about; not confined to bed Ancillary Supplementary professional services (laboratory, X-ray, etc.) Angio Angiography, usually refers to Interventional Radiology BP Blood pressure CAHHS California Association of Hospitals and Health Services Cardiac Pertaining to the heart Cath Cardiac Catheterization Census the number or list of inpatients Chronic Of long duration or frequent occurrence CNA Certified Nurse Assistant Convalesce To recuperate CP Contact Precaution (usually posted outside an inpatients door) CQI, QA Continuous Quality Improvement, Quality Assurance CT Computerized Tomography (aka CAT scan) DVS Director of Volunteer Services (aka Manager of Volunteer Services) dx Diagnosis Echo Echocardiogram (ultrasound study of the heart) EEG Electroencephalogram (measures brain activity) EKG Electrocardiogram (measures heart rhythms) Eloped Leaving the hospital without telling anyone; refers to a patient Endo Endoscopy Geriatric Pertaining to the care of the aged GI Gastrointestinal, pertaining to the stomach or intestines Gurney Stretcher on wheels used for transporting patients hx History Imaging Diagnosis involving x-ray equipment IV Intravenous JC or JCAHO Joint Commission on the Accreditation of Healthcare Organizations LVN Licensed Vocational Nurse Medical Staff Physicians qualified to admit patients MRI Magnetic Resonance Imaging NP No Publish (no information regarding patient may be given) NPO Nothing by Mouth (usually posted outside an inpatients door) Nuc Med Nuclear Medicine (pronounced NEWK med) NV No Visitors (usually posted outside an inpatients door) Oncology A branch of medicine that concerns cancer OP Outpatient Pathology Study of tissues and organs of the body, a laboratory service Post Partum After birth, often refers to inpatient rooms on 3 West and 4 West Pt Patient (also written as pt) Radiology Diagnosis using imaging equipment RN Registered Nurse Rx Therapy Stat Immediately tx Treatment Vital Signs Temperature, pulse, respiration, blood pressure, pain level

  • 29

    You Are Sharp Chula Vista Medical Center

    You are what people see when they arrive here. Yours are the eyes they look into when theyre frightened and lonely. Yours are the voices people hear when they ride the elevators and when they try to sleep and when they try to forget their problems. You are what they hear on their way to appointments that could affect their destinies, and what they hear after they leave those appointments. Yours are the comments people hear when you think they cant. Yours is the intelligence and caring that people hope theyll find here. If youre noisy, so is the medical center. If youre rude, so is the medical center. And if youre wonderful so is the medical center. No visitors, no patients can ever know the real you, the you that you know is there unless you let them see it. All they can know is what they see and hear and experience. And so we have a stake in your attitude and in the collective attitudes of everyone who works and volunteers at Sharp Chula Vista Medical Center. We are judged by your performance. It is judged by the care you give, the attention you pay and the courtesies you extend. Thank you for all you are doing. Developed from: "You are this Medical Center," Albert Einstein Healthcare Foundation, Philadelphia, PA 1994; Service Quality Improvement: The Customer Satisfaction Strategy for Health Care By Wendy Leebov, Ed.D. and Gail Scott, M.A.

  • 30

    ACKNOWLEDGMENT AND DOCUMENTATION

    Check the documents below to which this documentation applies.

    Volunteer Handbook

    I acknowledge that I have received a copy of the Sharp Chula Vista Auxiliary Volunteer Handbook, and I do commit to read and follow these policies. I am aware that if, at any time, I have questions regarding policies or procedures I should direct them to my supervisor or the Volunteer Services staff.

    I know that Sharp Healthcare policies and other related documents do not form a contract of employment and are not a guarantee by Sharp Healthcare of the conditions and benefits that are described within them. Nevertheless, the provisions of such Sharp Healthcare policies are incorporated into the acknowledgment, and I agree that I shall abide by its provisions.

    I also am aware that Sharp Healthcare and Sharp Chula Vista Auxiliary, at any time, may on reasonable notice, change, add to, or delete from the provisions of the policies.

    HIPAA Volunteer Training Document

    I acknowledge that I have received, read and understand the HIPAA Volunteer Training

    Document, and that I am responsible for knowing and adhering to the standards listed on said document. Throughout the remainder of my association with Sharp HealthCare and the Sharp Chula Vista Auxiliary, I agree to comply with the standards listed. I understand that these standards may be amended, modified, or clarified at any time, and that I will receive any updates that may occur.

    Confidentiality and Non-Disclosure Agreement

    I have read and understand the Confidentiality and Non-Disclosure Agreement. I have

    had my questions fully addressed and have received a copy. I agree to comply with this agreement.

    Requirements for Volunteers

    I have read and understand the Sharp Chula Vista Medical Centers Requirements for

    Volunteers. I have received a copy, had my questions fully addressed and agree to comply with all requirements. I understand that any failure to comply with these requirements may be grounds for dismissal from my volunteer duties.

    Volunteers Signature Print Name Date

    Parental/Guardian Consent: Required for all volunteers under age 18 As parent/guardian of the child mentioned above, I acknowledge that I have read, with my child, the

    documents checked above. My child fully understands the documents and agrees to comply with all policies and requirements.

    Parent/Guardians Signature Print Name Date