Children's Hospital of Pittsburgh of UPMC New Volunteer Orientation Training

Please

Your Turn

Stand up and tell us your:

• Name
• School and program (if applicable)
• Who is your favorite movie or book character?

Placing patients and families first through....

Values

Quality and Safety — We create a safe environment where quality is our guiding principle.

Dignity and Respect — We treat all individuals with dignity and respect.

Caring and Listening — We listen to and care for our patients, our health plan members, our fellow employees, our physicians, and our community.

Responsibility and Integrity — We perform our work with the highest levels of responsibility and integrity.

Excellence and Innovation — We think creatively and build excellence into everything that we do.

Best Practices

Children's Hospital of Pittsburgh has numerous policies and procedures in place to protect staff, volunteers, patients and families throughout the hospital. It is extremely important that you follow the specific procedures of your unit or assignment. There are however a few procedures that every volunteer and staff member universally focus on including:

-Customer Focused

-AIDET

-Patient and Family Centered Care

-Infection Prevention

Customer Service Focus

Greeter Desk

• The Volunteer Services Department will be reestablishing the Mid-Campus Garage Greeter Desk. Volunteers in this position serve as the first point of contact for patients and families.

10/5 Rule

• The 10/5 rule helps to make our culture one of engagement, accountability, and excellent customer service!
• 10 feet make eye contact
• 5 feet away greet the other person
• Leading the Way
• Volunteers play a crucial role of the leading the hospital in excellent customer service. Volunteers provide services, resources, and care to patients that is critical in their journey at Children's Hospital. Our programs and initiatives help to improve the overall experience Children's Hospital provides to patients and families.

AIDET

Acknowledge; Greet the patients by name, make eye contact, smile, and acknowledge family and friends.

Introduce yourself with your name, skill set, professional certification and experience.

Duration; give an accurate time expectation for tests, physician, arrival and identify next steps. When this is not possible give a time in which you will update the patient on progress.

Explanation; explain step by step what to expect next, answer questions to let the patient know how to contact you.

Thank you; Thank the patient and or family. You might express gratitude to them for choosing your hospital or for their communication and cooperation. Thank the family member for their support of the patient.

Family Centered Care

The Children's Hospital of Pittsburgh is dedicated to improving the health of children. One of the primary roles of staff and volunteers is to promote the holistic health of children by providing effective Family Centered Care. The Children's Hospital of Pittsburgh values the role family members play providing the best possible health outcomes for our patients. Families are supported and encouraged in their care-giving and decision-making roles.

Procedures/ that promote Family Centered Care

• Code Help
• Being culturally aware of background and preferences
• Monthly Coffee House
• Family Lounge Areas

**For more information on the resources available to support Families talk to a Volunteer Coordinator or Child Life Staff.**

Infection Prevention

Using proper infection control practices is essential for the safety of the entire hospital and to protect all patients. By being informed you can help prevent the spread of infection to yourself and others.

Spread of infection can be prevented by:

• Hand washing / Sanitation
• Following Standard Precautions
• Isolation Procedures

Standard Precautions

Standard Precautions requires that we treat the blood and fluids of ALL individuals as if they are infectious. Personal Protective Equipment (PPE) such as gloves, gowns, or masks may be provided to protect you from exposure to blood or other body fluids.

**If volunteers come into contact with any body fluid, volunteers will be sent to Employee Health or the Emergency Department**

Isolation / Precautions

UPMC Children's Hospital of Pittsburgh has a system for designating the rooms of patients who have certain infectious or contagious diseases, or whose physical and medical condition makes them particularly susceptible to disease and infection known as Isolation Procedures.

Volunteers are asked to follow the specific infection prevention procedure for each patient. Below are the possible Isolation categories.

• Airborne: Prevents the transmission of airborne infections such as tuberculosis
• Droplet & Droplet/Contact: Prevents transmission of highly communicable infections spread by droplets such as bacterial meningitis and influenza.
• Contact: Prevents the transmission of resistant organisms through direct contact such as MRSA and VRE.
• Neutropenic: Used to patients who are immune suppressed.

Stephanie Colaberardino

Manager of Child Life and Volunteer Services

OUR TEAM

John Krysinsky

Volunteer Coordinator

Child Life Staff/Other Supervisors

Angela Gordon

Volunteer Coordinator

UPMC CHILDREN'S HOSPITAL OF PITTSBURGH

Volunteer Services Department

Externs and Work Study

CHP VOLUNTEERS

Child Life Staff

Child life Specialists

and

Child Life Assistants

Child Development

• Normal child vs. child in the hospital

• Cultural sensitivity

• Sensitive situations

• White rose

Child Development

• Emotional Development

• Social Development

• Intellectual Development

• Physical Development

Visitors

All guests of the hospital visiting any inpatient unit are required to have a form of identification worn at all times while on the campus. For non-staff/volunteers this identification is an I.D sticker that can be obtained through the Main Lobby Desk.

Patients and guests that are visiting the Outpatient Clinics (Grape Elevators floors 1 - 4) are NOT required to get an I.D Sticker.

Patient Visitation

HIPAA Policies

The Health Insurance Portability and Accountability Act (HIPAA) of 1996 is federal legislation covering provides federal government standards and requirement for maintaining and transmitting health information. You have an ethical and legal duty to maintain confidentiality.

HIPAA

EMTALA

Emergency Medical Treatment and Active Labor Act is a federal law that requires UPMC Children's Hospital of Pittsburgh to provide ANYONE who presents on hospital property (or 250 feet from hospital property) seeking medical examination an treatment must be given appropriate medical attention while on the hospital's campus.

UPMC Children's Hospital of Pittsburgh does not allow solicitation of any kind. Solicitation is defined as any form of selling, promoting or propagandizing such as sales or raffles. This includes distribution of or providing, displaying or handing out literature or material about any other organization event or cause. An act will be considered solicitation whether the individual being solicited is a patient, visitor, employee or volunteer.

Solicitation and Distribution

-Gift giving/receiving policy...it's a no!

Unit/Specialty Specific Volunteers

• Options of over 10 units
• Each Inpatient Unit has a CLS and CLA (for floor)
• Each Unit has an assigned playroom
• Unit/Department specific staff will serve as direct supervisors of volunteers on each unit
• Procedures vary from unit to unit
• Needs and assignments vary depending on units and departments

Patient Experience

• Outpatient Clinics

• Cart Programs

• Group Volunteer

• Greeters

• Transport

Pet Friends

• Volunteers and their dogs visit the hospital to provide emotional and social support to patients and families through unit visits.
• Dogs are tested and regularly evaluated to determine their fit at Children's Hospital.
• Currently there are 50 dogs and volunteers in our program.

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