Job Shadow Participant Information - St. Anthony's Medical Center

Job Shadow Participant Information
Our Mission
St. Anthony’s, a Catholic medical center, has the duty and the privilege to provide the best care
to every patient, every day.
Our Values
The patient comes first in all we do.
We will strive for excellence through teamwork and mutual respect.
We express compassion and respect for all persons served and those serving.
As a Catholic medical center, we support the spiritual and physical needs of our patients
and staff.
Service from the Heart
At St. Anthony’s Medical Center, we extend the care and concern for our customers’ comfort
and satisfaction that we would wish to receive if we were in their place.
Our customers are each person who enters our doors, whether they are a visitor, patient,
employee, volunteer, vendor or physician. Kindness and courtesy to every person creates an
atmosphere of excellence throughout the medical center. Everyone benefits from good customer
service.
What does Service From the Heart Mean
Creating positive first impressions
Communicating clearly, effectively and in a timely manner
Treating all customers with compassion, dignity, respect and privacy
Being good stewards of our resources
Working as a team to meet customer needs
Take time to listen and understand the needs of other people. Patients may be ill, in pain, fearful,
irritable, angry, or depressed. Their family and friends may be upset, confused, and in need of
information. Co-workers may be tired, pressured, or struggling with personal problems. Careful
listening will help you understand the needs of others and how you can be of service to them.
When someone asks for help, find a way to be of assistance or encouragement. If you don’t
know the answer to a question, politely say so, then let them know you will find someone who
does know.
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Patient Needs
Privacy
Every patient has the right, within the law, to every consideration of personal privacy, including
reasonable visual and auditory privacy, with respect to his/her medical care. The patient has the
right to ask that information about his/her presence at St. Anthony's Medical Center not be made
available through our information services.
Confidentiality
The patient has the right, within the law, to expect that all communications and records
(electronic as well as written) pertaining to his/her medical and nursing care be confidentially
treated and read only by individuals directly involved in his/her treatment or the monitoring of its
quality. The patient has the right to expect that these records are only read by other individuals
upon his/her written authorization of that of his/her legally authorized representative.
All patient information is confidential. Problems and confidences of patients, and also of coworkers,
should never be mentioned to anyone who does not have a professional right or need to
be told. Gossip about patients, staff members or about the medical center itself, in addition to
being unethical, could result in serious consequences ranging from unpleasantness to court
action. There may be occasions when it would become your duty to report a matter of this nature
to someone in authority, for the sake of someone’s well-being or safety. Report the information
to your immediate supervisor.
Communications in a Medical Center
1. Never discuss patient information in the cafeteria, on elevators or in public.
2. Upon meeting a person, introduce yourself. Tell the patient who you are and why you are
there.
3. Call the patient by name, but do not use the person’s first name unless requested to do so. If
you don’t know the person’s name, you should ask.
4. SMILE! Smiles convey reassurance, friendship, concern, trust, and humor.
5. Look at the person you are talking to. Good eye contact is important in building human
relationships.
6. Good posture tells people that you are alert and ready to help.
7. Remember the words that convey courtesy and respect: “Please.” “Thank you.” “May I”
8. Understand the impact of body language, facial expressions, and tone of voice, all of which
make a big difference in effective communication.
9. Speak clearly and present ideas in a way, which is easily understood.
10. BE AN ACTIVE LISTENER! Give your undivided attention to the person and don’t
interrupt them. Don’t rush. Show your interest.
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Infection Prevention and Control
Handwashing is the SINGLE MOST IMPORTANT WAY to STOP THE SPREAD OF
INFECTION!
All employees must wash their hands
Before and after direct patient care.
After removing gloves.
Before eating.
After sneezing or coughing.
After using the restroom.
Beginning and end of each shift.
If soap and water facilities are available, they should be used. If not available, the waterless
alcohol-based hand cleaner may be used.
Steps for correct handwashing:
1. Push up long sleeves
2. Wet hands and wrists under running water. Keep fingers pointed downward, water
temperature to comfort.
3. Apply soap and work up a lather. Keep hands below elbow level.
4. Using a friction and rotating motion, wash all surfaces of hands including palms and back of
hands, fingers, and between fingers, and wrists, for at least 15 seconds by the clock.
5. Rinse well under running water, leaving water running.
6. Dry hands with paper towels, working from fingertips to wrists.
7. Turn off water faucet with clean paper towel. Since faucet handle is contaminated, avoid
touching faucet with clean hands.
Do not enter the room of a patient in isolation. An isolation sign will be on the room door when
isolation is in effect.
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Fire and Emergency Codes
Remain in your assigned area with the staff member and assist staff members until directed to
leave the area or until an “All Clear” is announced.
Problem Description Initial Response Secondary Follow-Up
Response
Bomb Threat
“Code Gray”
Disaster Plan
“Alert Status One”
“Alert Status Two”
Earthquake
Evacuation
Fire
“Mr. Red Burns”
Notification of a
bomb on campus,
usually by an
outside caller.
Announces a
disaster and an
influx of patients
requiring
additional staff and
resources.
Significant
shaking of the
building.
Remaining in area
may be hazardous
to life, health or
safety.
Fire, smoke, or
smell of something
burning.
Obtain as much
information as
possible – where is
the bomb, when
will it go off –
what does it look
like – when was it
placed, etc.
Plan activated by
Administrator or
designee.
Duck and Cover.
Protect yourself by
getting under a
table, moving
away from objects
likely to fall,
protecting head.
Will be notified of
the need to
evacuate.
Evacuate patients
in immediate
danger first, then
ambulatory, then
wheelchair and
then bed-ridden
patients. Take
records if safety
permits.
Rescue those in
immediate danger
(if safe to do so.)
Activate the alarm
(pull manual
alarm.)
Contain the fire
(close doors.)
Extinguish the fire
(if safe to do so.)
Report all
information to
Security
Department
immediately.
According to
individual
department’s role
– outlined in
Disaster
Preparedness Plan
Check yourself for
injuries, survey the
damage nearby
and take
appropriate action.
Report to
designated
assembly area and
account for all
who were in
previous area.
Use an
extinguisher to put
out the fire.
Pull the pin.
Aim the hose.
Squeeze the
handle.
Sweep from side
to side.
Search Teams
inspect the area for
a bomb. Do not
touch it if found.
Report anything
suspicious to the
Security
Department.
Critique of the
medical center’s
response to the
disaster is held
after deactivation
of the plan.
Report problems to
Department
Director or
Supervisor.
Report evacuation
status to Command
Post. Identify any
personnel or
patients
unaccounted for.
Evacuate as
appropriate.
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