Volunteer Handbook - Roper St. Francis Healthcare

Population Specific CarePart of the pleasure of volunteer work in a hospital is that it brings us into contact with people of all ages.Here are some tips for relating to people of different age groups in a safe and appropriate way.Neonates (birth to 28 days): Neonates are dependent on others for all their needs. It is importantto encourage the parents to participate in the baby’s care as much as possible. Never leave ababy unattended.Children: Safety is important when caring for children. Keep the side rails up and make suretoys do not have removable pieces that could cause choking. Reduce overwhelming stimulationand always speak to a child before you touch them. Encourage parents to be involved in care.Use play to help with explanations. Favorite toys may provide security and comfort. With olderchildren demonstrate and explain everything before you do it and allow them to participate asmuch 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 so callers to the hospital will know that theitem has been turned in. If a caller has a question about an item, transfer them to the appropriatenumber. If a purse or wallet is turned into you do not open it since it may have been robbed already.Roper Hospital: Patient Representative Offices at 724-2045Mount Pleasant: Patient Representatives Office at 606-7693Bon Secours St. Francis Hospital: Support Services (back hallway) at 402-1176Telephone UseOur voice on the phone represents Roper St. Francis Healthcare. It is important togreet callers with an alert and friendly voice tending to their needs quickly andefficiently. Keep in mind that our callers are often contacting us under stressfulsituations when a family member is ill. We play a very important role calling for tactand courtesy.General tips: Be friendly and accurate. Answer promptly with a smile in your voice. Take messages accurately Identify yourself and location. Example: “3 rd Floor Nurses Station, Barbara, Volunteer, may I helpyou?” Outside Line: Dial “9” to get an outside line. Operator: Dial “0” Emergencies: 2911 You add a “2” to make four digits to transfer to a patient’s room. For example, transfer toextension 2118 for Room 118. HealthLine: For information about our physicians, medical questions or information about theHospital transfer the caller to the HealthLine at 402-2273.Roper Hospital: Patients dial “5” to get an outside line from their rooms. The prefix is: 724Bon Secours St. Francis Hospital: Patients dial 9 to get an outside line. The prefix is 402.Mount Pleasant Hospital: Patients dial 9 to get an outside line. The prefix is 606.8