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St. Cloud Hospital Volunteer Handbook

St. Cloud Hospital Volunteer Handbook

SCH Volunteer Program

on 12 September 2013

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Transcript of St. Cloud Hospital Volunteer Handbook

Volunteer Handbook
CentraCare Health
Perks for Volunteers
• Workshops & trainings (visit Volunteer Information Center)
• Member of Volunteer Auxiliary
• Leadership opportunities
• Newsletters
• Flu Vaccinations
• Employee gym/s
• Annual Tuberculosis Screen
• Discounts from businesses
• Locker to store belongings
• Special consideration for Volunteer Auxiliary Scholarships
• Rosalie Timmers Memorial Scholarship
• Coverage by liability policy
• Educational tours for Student Volunteers
• Recognition through events and awards
Volunteer Meal Allowance
Cell Phones and Other
Personal Electronic Devices
Please do NOT use your cell phone, IPod or other electronic devices while volunteering. Volunteers must not carry their cell phone (personal or work) during their volunteer shift. Please leave them in your car or locked up in the Volunteer Locker Room. Cell phones can interfere with medical equipment and patient care.
Volunteers are expected to park in Employee Parking areas while volunteering. Review the information you received from Security when you received your ID badge. If you need an escort to your car after your shift, you may dial 1234 and request an escort.
CentraCare Health Plaza
St. Cloud Hospital
South Employee Ramp
North Employee Ramp
North Visitor Ramp *OK to park on lower or top level only

Do NOT park in visitor parking areas such as the North Visitor Lot or the 1st level of the North Visitor RampYour ID badge will grant you access to Employee Parking ramps at St. Cloud Hospital.
Drinking, Eating & Chewing Gum
When volunteering on the inpatient floors, volunteers are not allowed to have food or beverages with them (this includes water bottles). Please do not chew gum when volunteering. Chewing gum does not present volunteers (our hospital) in a professional manner.
Dress Code: Leave at Home
What NOT to wear!
•Piercings (other than ears) •Visible tattoos •Jeans, capris, shorts or mini skirts •Tank tops •Open-toed shoes / flip-flops •Hats •Scrubs •Shirts with political or religious statements or alcohol ads •Fragrance or tobacco odor •Artificial nails if in patient care area
Planned Absence: If you know in advance you will be gone, please use the Volunteer Information Center to make schedule changes or notify the Volunteer Office. We understand at times you may have a conflict with your schedule. Your co-workers need time to make arrangements to cover your responsibilities. Please be considerate and give as much notice as possible. Appropriate Notice: As far in advance of the shift as possible; no later than business hours the day before the shift. We understand illness and emergencies may cause you to give late notice. We hope it doesn’t happen but if there are attendance issues, disciplinary action may be taken. Subs: Some positions require you to find a sub when you have a planned absence.
Absence, Illness & Schedule Changes
Onsite volunteers are eligible for meal and snack allowances during their shift based on the number of hours they provide service during that shift. It is helpful to carry change in your pocket in case your meal exceeds allowance value.

The meal allowances are:
Meal Allowance Plans
• Meal Plan 0-2hour shift= No allowance
• Meal Plan 2-hour shift= $2.50
• Meal Plan 3-hour shift= $5.75
• Meal Plan 4-hour shift= $8.25
• Meal Plan 6+-hour shift= $10.75

To use the meal allowance, volunteers scan their ID badge at the checkout in the following dining locations:

St. Cloud Hospital CentraCare Health Plaza
• Riverfront Dining • Woodlands Bistro
• 6th Avenue Bistro

Offsite Volunteers: Elder Network, Hospice, Project HEAL and Senior Helping Hands should speak with their supervisor about meal benefits.
We care about your health! If you are sick, please notify the Volunteer Office ASAP and stay home to take care of yourself and protect our patients and staff.

If you are unsure whether you should stay home or not, please call Employee Health Services (EHS) and speak with a nurse. If you are dealing with an issue listed below, you will be placed on a Medical Leave and need to receive medical clearance from EHS at St. Cloud Hospital before returning to volunteer.

• Surgery
• Injury
• Hospitalization
• Illness causing you to miss 2+ shifts
After receiving notice about your absence/illness,
we notify your Supervisor and designated staff where you volunteer.
Employee Health Services 320.255.5634
Leave of Absence
If you need to miss more than 4 weeks of volunteering, notify Volunteer Services and request a Leave of Absence.

Please specify the time period you wish to be inactive and give the reason for the request. Volunteers can return to active status before the Leave of Absence time period expires. Leave of Absence cannot exceed six months.

Volunteers on Leave of Absence are welcome to attend education/trainings, and will continue receiving the monthly newsletter.
Volunteers are not guaranteed the same position or shift s/he had prior to taking a Leave of Absence or Medical Leave.
Medical Leave
If a Leave of Absence is for medical reasons due to a Serious Health Condition, you will be placed on a Medical Leave which will require medical clearance from EHS to return to volunteering. Medical Leave cannot exceed six months.

Volunteers on a Medical Leave will continue to receive the monthly newsletter but are not eligible to attend education/trainings unless medically cleared by EHS.

Serious Health Condition: means an illness, injury, impairment, or physical or mental condition that involves:
•any period of incapacity or treatment connected with inpatient care (i.e., an overnight stay) in a hospital, hospice, or residential medical care facility; or
•a period of incapacity requiring absence of more than three calendar days from work, school, or other regular daily activities that also involves continuing treatment by (or under the supervision of) a health care provider; or
•any period of incapacity due to pregnancy, or for prenatal care; or
•any period of incapacity (or treatment therefore) due to a chronic serious health condition (e.g., asthma, diabetes, epilepsy, etc.); or
•a period of incapacity that is permanent or long-term due to a condition for which treatment may not be effective (e.g., Alzheimer's, stroke, terminal diseases, etc.); or,
•any absences to receive multiple treatments (including any period of recovery from by, or on referral by, a health care provider for a condition that likely would result in incapacity if left untreated (e.g., chemotherapy, physical therapy, dialysis, etc.).
Employee Health Services 320.255.5634
Health Work / Injuries / Employee Health
Each new volunteer will complete a Health Screening administered by St. Cloud Hospital Employee Health (EHS) 320.255.5634
This must be repeated annually.
If as a volunteer you are injured during the course of your duties, the following guidelines will be followed:
1. Emergency care for minor injuries will be taken care of through EHS
Monday - Friday, 7:00 a.m. to 4:30 p.m.
2. Major problems will require you to be seen in the Emergency Trauma Center or by your own health care practitioner.
3. An rL Soluntions Employee Event report will be completed on CentraNet even if the incident does not result in an injury.
In the event of an emergency, safety is of utmost importance. Please familiarize yourself with the following.
EMERGENCY 3333 To report all codes and request immediate help
Security 1234 To contact security personnel
Greet people with a smile and use their names if you know them. Attitude is everything.
Create a lasting impression.
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.
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.
Advise other 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. Ask, "Is there anything else I can do for you?"
Thank somebody. Foster an attitude of gratitude. Thank people for their patronage, help or assistance. Use reward and recognition tools.
Clock In / Out: Volunteer Information Center (VIC)
Volunteers must sign in and out on a Volunteer Information Center (VIC) touch screen computer so we can accurately track your hours.

Please remember to always clock in when you arrive and clock out when you leave.
VIC Station Locations
St. Cloud Hospital
Sleep Center
CentraCare Health Plaza
Recovery Plus
•Gift Gallery
•Gorecki Guest House
•North Entrance (Info Desk)
•South Entrance (Info Desk)
•Volunteer Office
•Volunteer Locker Room
•Woods Entrance (Info Desk)
•Recovery Plus
•Sleep Center
•Coborn Cancer Center Resource Library
•Volunteer Office (behind Woodlands Bistro)
Additional features: receive mail from the Volunteer Office, check your service history and view / manage your schedule, report an absence (see VIC instructions -the process is the same).

RSVP Volunteers: RSVP timesheets are available near the VIC touch screens in Woods Lobby, Volunteer Locker Room, Volunteer Office, Gift Gallery, Plaza Volunteer Office and Sleep Center.

Offsite Volunteers: Hospice, Senior Helping Hands, Elder Network, and Project HEAL please log your hours and report absences to your supervisor
Go to www.centracare.com
Click on Volunteering
Click the Volunteer Information Center link
Go to CentraNet
Click the Volunteer Services button
Click the Volunteer Information Center link
Enter your Login Name: your email address
Enter your Password: your 6-digit volunteer ID number
Click Go.
The purpose of Volunteer Services is to augment, complement and enhance services provided to patients, families, visitors and staff.

Our Mission: As a Catholic regional hospital, we improve the health and quality of life for the people we serve in a manner that reflects the healing mission of Jesus.
Working Together
• Be on time. Volunteer when scheduled or give adequate notice of an absence and at least a two week notice of resignation.

• Be flexible. Every day is different. Some days we may need you to fill in for another team member. Be polite. Be courteous to your team members and customers. Store personal phones and electronics while on duty.

• Be respectful. Act at all times as a team member responsible for living the St. Cloud Hospital Mission. Treat everyone with patience and kindness.

• Be responsible. Every role is important. Perform your role to the best of your ability. The better you do your role, the easier it is for the whole team.

• Be clean and neat. The way you look tells people you care about yourself and about them. We dress for the people we serve and not our personal preferences. Please follow our dress code and wear your ID badge and volunteer uniform if applicable. This is tobacco free facility. We will not smell like tobacco products while on duty.

• Be willing to learn. You will learn something important every day.

• Keep accurate records. Volunteers must sign in and out each day. Hospice volunteers are required to submit reports within 7 days of patient visit or phone call.
• We answer all of your questions.

• We provide you with a clear position description and an appropriate volunteer placement.

• We provide information and training to help you develop the skills you’ll need to successfully do your volunteer position.

• We help you when problems arise.

• We treat you with dignity and respect.

• We listen to your suggestions and care about your ideas.

• We are flexible when working with your schedule.

• We make sure you have the resources you need to provide service.

• We keep you informed about hospital news and special event opportunities.

• We will recognize your service.
Your to-do list:
Our to-do list:
CentraCare Health Policy
Original: 3/09 Minor Review: 05/10, 08/10, 11/10 Full Review: 03/12
Approving Committee: CCHS Executive Council
Category: Human Resources
Page(s): 2
Saint Cloud Hospital Volunteer Addendum
CentraCare Health System employees, students, and affiliated faculty/staff will present a professional image to customers and visitors at all times.
A.This policy is a minimum guideline. Sites, departments, etc within the CentraCare Health System must abide by, but is not limited to, the standards set forth in this policy. B.Due to variation of customer expectations across CCHS facilities/services (i.e. the residential nature of SBSC, etc.), each facility is entitled to modify the dress code to meet the needs of their customers as noted in the addenda within this policy.
A. General Attire: Must be clean, in good repair and be reflective of professional standards. Consideration must be given to the type of work being performed and the type of interactions expected (e.g. patients, professionals). Examples of attire that are considered inappropriate in any department:
1. torn, ripped or frayed clothing
2. shirts/tops that are sleeveless or have exposed belly or back skin
3. excessive cleavage
4. T shirts are allowed as under garments only
5. sweatshirts
6. shirts with advertisements (except with CCHS or company related logo)
7. shirts with camouflage patterns

B. Footwear: Shoes must be clean, in good repair and be reflective of professional standards. Consideration must be given to the type of work being performed. When there is likelihood of employee contact with blood and body fluids, employees are required to keep feet covered with socks/stockings. In departments where there is risk of foot injuries, employees may be required to wear “safety shoes”. Flip flop sandals are considered inappropriate in any department.

C. ID Badge: Must be worn at all times. Must be clearly visible, worn above waist, and unaltered.

D. Hair: Must be clean, neatly groomed, non-interfering and of a natural color.
No hair ornaments such as feathers, flowers, or sweatbands.

E. Hygiene: Must be clean, neat appearing, and non-offensive, with neatly groomed fingernails. No artificial fingernails in patient care areas. Use of fragrances is not allowed in patient care areas. If wearing make-up, it must be natural and non-excessive.

F. Jewelry: Rings of no more than 2 per hand. Earrings of no more than 2 per ear. No ear spacers/stretchers. No other visible piercings.

G. Chewing Gum: No gum chewing in the presence of customers.

H. Dresses/Skirts: No shorter than 2 inches above the knee or long enough to touch the floor.

I. Face coverings: Not allowed.

J. Hats/Headgear: Not allowed except for on top of head for religious/cultural reasons and other headgear in required areas.
A.Volunteer UniformB.No denim/blue jeansC.No shorts/caprisD.Tattoos: None visible.E.Scrub uniform only in Central ProcessingF.Volunteer may not use or smell like tobacco while on duty (see CentraCare Health System Tobacco Policy)

On behalf of the Board of Trustees, the Medical Staff, our employees and our patients, we want to welcome you to our patient care team. We believe volunteers fulfill a unique role in patient care and bring a level of enthusiasm and service that truly benefits patients and staff alike.

We appreciate the significant contribution you are making. Your personal commitment to helping others represents the high ideas we seek to achieve, as expressed in the hospital’s mission statement.

We believe it is important for you to learn as much as possible about CentraCare Health System and your roles as a volunteer.

Thank you for sharing your time, talent and resources with CentraCare Health System and our patients. We look forward to working with you.

Terry Pladson, M.D.
CentraCare Health System President

Craig Broman
St. Cloud Hospital President
Volunteer Auxiliary

As a volunteer, you are automatically a member of the Volunteer Auxiliary, with leadership roles available on the Auxiliary Board. The Auxiliary, organized in 1958, provides service, public relations and fundraising for St. Cloud Hospital and its programs. Proceeds from the Gift Gallery, baby photos, lobby sales and other activities help provide support for hospital projects without financial means.

Welcome and thank you for making a commitment to volunteer at St. Cloud Hospital. You are joining a talented and generous group of more than 1200 men, women, and students who volunteer at St. Cloud Hospital each year and make a difference in the lives of our patients, their families, and our staff.

We are continually reminded of the critical role volunteers play in our hospital's mission to deliver high quality patient care. As a volunteer, you are an important addition to the St. Cloud Hospital team, and we are grateful for your willingness to give us your time and energy.

Again, thank you and we hope your volunteer experience is rewarding and enjoyable.


Volunteer Office
Way Finding & Roving
As a Health Care Volunteer you must always stress to the visitor whether the room is on the NORTH or the SOUTH end, such as “S621 is on the SOUTH end of the hospital, you want to take the Woods elevator to the 6th floor and then go to SOUTH 621…”. As a volunteer you will know visitor routes to key areas such as ICU, CCU, CVTU, FBC, MHU etc. When a patient or guest asks where something is located, you know to how to escort patients or guests to their destination. We assume everyone needs an escort to their destination. We do not ask if we CAN take them there, we state we WILL take them there!

Roving is the term used when one walks hospital corridors and checks waiting areas for lost guests.
When a volunteer’s regular schedule happens to fall on one of the following holidays, they will not be expected to serve on that day:

• New Year’s Day
• Easter
• Memorial Day
• July 4th
• Labor Day
• Thanksgiving
• Christmas

*Volunteers who wish to come in on a holiday can contact the Volunteer Office
to be added to the schedule.
Customer Service
As a Health Care Volunteer you agree to demonstrate a service excellence toward all persons you encounter in providing volunteer assistance. Introduce yourself and identify yourself as volunteer; offer to escort and/or give directions; and check with nurse before giving any patients food or beverages. You agree to NEVER give medical or spiritual advice.

Key Phrases: “How can I help you?”, “How can I make you more comfortable?”, “I have time”
Hospital Acquired Infections
Dear Employee/Volunteer/Student
Hospital acquired infections are currently one of the top ten leading causes of death in the United States. Health care workers have an important role in preventing hospital acquired infections. St. Cloud Hospital is committed to prevent the transmission of communicable disease and has developed general, as well as specific infection control policies and procedures to minimize the risk of hospital acquired infections in patients. These infection control guidelines are a set of standard recommendations designed to reduce the risk of transmission of infectious agents from body fluids or environmental surfaces that contain infectious agents. Standard precautions reduce the risk of transmission of Bloodborne Pathogens (e.g. HIV, Hepatitis B, and Hepatitis C) from both recognized and unrecognized sources of infection in hospitals. Standard Precautions also decreases the risk of transmission of hospital acquired infections to patients.
Please review and take time to read the following policies. These policies and procedures are to be understood and practiced by all St. Cloud Hospital staff:
It is the policy of Saint Cloud Hospital to provide infection prevention and control orientation and ongoing educational programs to health care workers throughout their association with Saint Cloud Hospital.
It is the policy of Saint Cloud Hospital to prevent the risk of infection through monitoring of all health care workers. All infected health care workers are informed of the need to self report their condition through appropriate channels for assessment of scope of practice and follow-up.
It is the policy of Saint Cloud Hospital to offer Hepatitis B vaccine to health care workers within ten working days of hire/or an assignment to areas where the risk of occupational exposure exists. The vaccine is available free of charge through Employee Health Services.
It is the policy of Saint Cloud Hospital that all communicable disease exposures be reported for appropriate follow up.
Hand hygiene, using appropriate technique, is the single most effective measure used for prevention of hospital acquired infections.
The practice of Standard Precautions is designed to protect the health care worker from bloodborne pathogens and prevent the transmission of multi drug resistant organisms. Standard precautions apply to all patients receiving care at SCH/CentraCare Health Plaza regardless of their diagnosis or presumed infection status. All personnel and physicians are responsible for complying with these precautions.
Provides guidelines for reducing the risk of disease transmission and follow up of exposed health care workers.
For more information, please call:

Ellen Simonson, RN, CIC
Infection Prevention and Control Coordinator
(320) 251-2700, ext 51149

1. Center for Disease Control and Prevention (CDC), www.cdc.gov
2. Minnesota Department of Health (MDH), www.health.state.mn.us
3. MN Statute 144.55 – hospital licensing requirements
4. MN Statute 182.6555 – enforces compliance with OSHA Bloodborne Pathogen Standard and includes MN specific requirements.
5. CDC Guideline – Recommendations for preventing transmission of HIV and Hepatitis B Virus to patients during exposure-prone procedures
Patient Room Signs
Indicates history of or
risk of aggressive behaviors
Always check in with staff if you are unsure about entering a room.
As a Health Care Volunteer you agree to consider all information that you may hear directly or indirectly as confidential; concerning patients, physicians, other professional staff, employees, or any other volunteers. You agree to not seek out confidential information, respect the work area and computer screens of employees and volunteers and always ask before entering area behind work space.

A good question to ask yourself is:
“Would I know this person was in the hospital I was not volunteering here today?”
HIPPA / Confidentiality Policy
Information about Codes and roles during codes
Location of phone(s) and where important numbers are kept.
Fire exits/escape routes/fire red signs____________________________
Location of fire pull box_________________________________
Location of fire extinguisher________________ ______________
Codes: What to do?, Where to go? Reassure Guests.
MSDS (Material Safety Data Sheets)- Call 1-800-451-8346
Call this number with any questions at all dealing with chemicals and safety
Unit Safety
Wheelchair Training
• Volunteers provide no physical assistance to patients as they enter or exit wheelchairs. Volunteers may
offer their arm for patient to hold on to.
• Outdoor boundaries and limitations of wheelchair escorts.
• When to encourage wheelchair use and boundaries for encouraging wheelchair use.
• If additional assistance is required in patient/visitor transport (weight too great to push) call for an
Orderly x0.
• Type II transports and utilizing motorized wheelchair.
• Brakes must be in the locked position whenever patient enters or exits the wheelchair.
• The footrests must be in proper position and the patient’s feet on them before the brake is released and
the chair pushed.
• Wheelchairs are to be pushed slowly.
• Enter elevator by pulling wheelchair backwards, with person facing elevator door.
• Emergency situations and what to do if volunteer is not comfortable doing particular wheelchair
• Cleaning wheelchair after use.
USE GLOVES! Check contact time before using, information is on manufacturer label.
SBAR / Handoff Communication
The primary objective of a “hand-off” in patient care is:
⃣• To provide accurate information about a patient’s care, treatment and services, current
condition and any recent or anticipated changes.
⃣• To ensure that a responsible health care practitioner is assigned and responsible for the
patient at all times.
• SBAR- The SBAR (Situation-Background-Assessment-Recommendation) technique provides a
framework for communication between members of the health care team about a patient’s
condition. SBAR is an easy-to-remember, concrete mechanism useful for framing any
conversation, especially critical ones, requiring a clinician’s immediate attention and action.
• When arriving at unit or new area, let staff at nursing station know you are arriving with
patient and their room number. Never leave patient before handing over care to staff member.
⃣• When nurse or staff member arrives and accepts care of patient you may leave. Common
phrases: “I have time”, “Thank you for choosing St. Cloud Hospital”,etc.
My Care Boards
Know My Care Boards are located in each patient room and contain information about what is important to the patient. Knows to add items to the My Care Board if applicable. Knows to notify the Nurse if the My Care Board is not up to date.
St. Cloud Hospital Volunteer Handbook
Navigation Instructions:
Use the arrows on the bottom of the screen to go forward & backwardUse the arrows on the bottom of the screen to go forward & backwardCentraCare Health.
Click the desired slide to zoom in
Click the small house icon on the right hand side of the screen to go back to the beginning view
St. Cloud Hospital
Dress Code
People walk away with the message they see versus the message they hear 100% of the time. Be aware of your nonverbal communication!
9 Things You Should Know Before Entering a Patient Room
4 Things to Know About Infection Control, Confidentiality and Safety
1. Introduce yourself to staff on the unit and ask if it is okay to go into patient's

2. Always knock before entering a patient's room.

3. Before entering the patient's room use sanitary foam.

4. Use AIDET when speaking with the patient and/or family member. Patients encounter health care workers many times during their stay. It's important they know who you are.

5. Remember, do not answer questions specific to the patient's condition. Direct the patient to speak with a nurse.

6. Perform Environmental Rounding- this helps reduce patient falls! Ask them if they phone, table, tissue, etc. moved within their reach. Straighten up their room by folding, cleaning up trash, and replacing bathroom towels if needed.

7. Before leaving the room, always ask, "Is there anything else I can do for you before I leave? I have the time.

8. When exiting the patient room, use sanitary foam.

9. Before you leave the unit, find the charge nurse, introduce yourself and ask if there is anything you can do for his/her team before you leave. For example; stock items, locate wt1e91d1airs for the unit, assist with providing patient discharges, etc.
1. Maintain patient confidentiality at all times.
a) Keep any patient information covered at all times.
b) Dispose of anything with patient information in the proper receptacle.

2. Know what to do if patient needs immediate medical attention
a) If you are in the room, press "staff assist" button or pull red cord in the bathroom.
b) Call out to staff.

3. Always use sanitary foam upon entering and exiting a patient room (foam in- foam out).

4. Volunteers must NEVER enter a precaution room.
Click the right and left arrows on the bottom of the screen to go forward & backwards between slides
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