Volunteer Handbook - Roper St. Francis Healthcare

Age Appropriate CarePart of the pleasure of volunteer work in a hospital is that it brings us into contact with people of allages. Here are tips for relating to people of different age groups in a safely and appropriately.Neonates (birth to 28 days): Neonates are dependent on others for all their needs.Never leave a baby unattended.Children: Safety is very important when caring for children. Keep side rails up andmake sure toys do not have removable pieces that could cause choking. Keepanything harmful out of reach. Reduce overwhelming stimulation and speak to a childbefore you touch them. Encourage parents to be involved in care. Use play to helpwith explanations. Favorite toys may provide security and comfort. With olderchildren demonstrate and explain everything before you do it and allow them toparticipate as much as possible in their own care.Adolescents (12 – 18 years): Provide privacy and promote independence.Adults: Allow adults to make choices and encourage as much self-care as possibleOlder adults (over 65 years): Keep the environment safe. Side rails should be raised, the bedkept in a low position with the wheels locked. The room may need to be warmer – offer extrablankets.Lost & Found: Found items should be turned in to Lost & Found promptly. If a caller has aquestion about an item transfer them to the appropriate number. If a purse or wallet is turned intoyou do not open it since it may have been robbed already. Report unidentified object.Roper Hospital - Security Office - extension 2045Bon Secours St. Francis Hospital - Support Services (back hallway) - extension 1176Telephone UseOur voice on the phone represents Roper St. Francis Healthcare and it isimportant we greet our callers with an alert and friendly voice tending to theirneeds quickly and efficiently. Keep in mind that our callers are oftencontacting us under stressful situations when a family member is ill. We play avery important role calling for tact and courtesy.• Be friendly and accurate. Answer promptly and with a smile in yourvoice. Take messages accurately.• Identify yourself and location: Example “3 rd Floor Nurses Station, Barbara, Volunteer,may I help you?”• Outside line: Dial “9”• Operator: Dial “0”• Emergencies: 2911• Transferring: 4 numbers are needed to transfer a call in-house. You add a “2” to makefour digits to transfer to a patient’s room. For example, transfer to extension 2118 for Room118. When you transfer a caller tell them what you are doing. Example “That number is____, please hold while I transfer your call.”• HealthLine: RSFH Customer service line at 402-2273. HealthLine operators are happy toregister callers for RSFH programs, direct them to a physician and answer questions aboutthe hospitalRoper Hospital:Patients dial “5” to get an outside line from their rooms. The prefix for calls in this facility is: 724.Bon Secours St. Francis Hospital:Patients dial 9 to get an outside line. The prefix for calls to this facility is 402.7