Volunteer Handbook - Roper St. Francis Healthcare

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Life would be boring if we were all the same. Diversity can range from slight differences, such as thosewithin family members, to major differences such as those between nations, religions, and geographicallocations. All of these diversities affect healthcare practices and beliefs.We believe in creating a healing environment and workplace that respects and includes differences,recognizes the unique contributions that individuals have to offer and makes the most of the potential ofall employees and volunteers as well as making our patients feel welcome and comfortable.We are fortunate to have volunteers both men and women, from 15 – 95, with fascinating culturalbackgrounds, students and former heads of companies. We have quiet folk who work in supportive rolesas well as the characters who keep us smiling. Diversity is part of the beauty of our group.Keeping this in mind, we should be mindful of what we say and how we act. Expressions that seemedacceptable when and where we grew up may not be now. Our behavior is a direct reflection of theVolunteer Services Department and our intent as volunteers is to support and add joy to the lives of ourpatients and co-workers. Times change and some of this can be confusing. If you have any questionsabout diversity please feel free to ask for more information. Our Human Resources staff is always willingto help us “do the right thing.”Confidentially & HIPAAThe privacy of our patients must be protected at all times. Medical records are by law, confidential andnot for public knowledge. Picture yourself as the fierce protector of our patient’s privacy.HIPAA stands for Health Insurance Portability and Accountability Act a part of the Social Security Actthat was signed into law in 1996 and enacted in 2003. HIPAA was put into place to improve healthcaresystems by standardizing electronic data exchange and to protect the security and privacy of information.The Privacy section of this law protects an individual’s personal health information and holds healthcareworkers and volunteers accountable for violations with heavy fines.Patients will be given information about their rights on admission. At this time they can even decide thatthey want to be completely private and in this case their name may be completely left out of our printedand computer directories. This means we couldn’t even tell their family members that they are here.We no longer use sign-in sheets where patients can see who has signed in earlier that day or directorieson walls listing patients progress.Important things to remember: Most confidentiality errors are made by good people trying to do the right thing. Since volunteers arevery caring people by nature we need to be extra careful. Only use medical and personal information that you need to do your job. Ask yourself “Do I need toknow that to do my job?” before accessing patient information. Protect all patient information from view by visitors, other volunteers and staff. Tilt computer screensaway from visitors. Don’t leave patient information lying out in the open. Do not used papers withpatient names on it to make scratch pads. Anything you learn about your patient is private and should not leave the hospital. We are ourpatient’s advocate and protector. Do not discuss patient information in public areas – elevators, cafeterias and lounges. Dispose of all paper with patient information on it when you are finished using it. If you useconfidential information in your job, ask your coordinator for the closest shred bin to your area.A ten-minute video will help clarify these issues. If you have any questions on this important topic pleasetalk to your volunteer coordinator.6
MediaIf the media (TV, radio, newspapers etc.) approaches you, refer them the Corporate CommunicationsOffice at 724-2834 or the Administrative Offices. Don’t even answer questions or make comments. Asvolunteers we can never know all sides of a story.NewsletterThe monthly “Volunteer’s Voice” has news and updates for all Roper St. FrancisHealthcare volunteers. Contact your coordinator with news or suggestions. Thingschange and departments relocate frequently. Our customers depend on us for currentinformation so please read the newsletter! Check employee and volunteer bulletinboards to stay current with activities.Our Journey to ExcellenceRoper St. Francis Healthcare facilities are part of a long tradition in the Lowcountry. We have been votedthe “Best Place to Work” and consistently rank high in patient satisfaction surveys. Our Journey toExcellence represents our renewed commitment to serve and operational excellence. This is an ongoingprocess dedicated to developing new and innovative ways to provide the very best patient care. We hopeyou see evidence of the positive changes that have taken place.RSFH Mission Statement:“Healing all People with compassion, faith and excellence.”Standards of Behavior: Join us on our Journey to Excellence by reading the Standards of Behavior inyour application packet and signing them. Some of the ways volunteers can make a difference are:Make eye contact and greet people with an approachable smile.Acknowledge others, introduce yourself and say “Thank-you.”Offer to help people get to their destination.“Manage Up” by promoting and highlighting the strengths of others.Wear identification badge at all times clearly visible, above the waist, with photo out.Pick up trash rather than walk by it.Knock on the door before entering a patient’s room.Address conflict with others in private.Be alert for people in need and learn how to refer them for help.Ask if there is anything else you can do.You will hear the staff using the following steps in dealing with patients and customers. It can be modifiedfor most volunteer roles.A: Acknowledge the patient.I: Introduce yourselfD: Duration – how long the procedure or wait will last.E: Explain what you are doing.T: Thank them for choosing RSFH.Commonly used hospital abbreviations or symbols:NPO: Nothing by MouthSTOP Call Don’t Fall: Fall PrecautionsTeardrop: A blue teardrop on a door symbolizes a stillborn or miscarriage.7
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Page 29 and 30: Volunteer Record - 2011Name:Start D
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Volunteer Handbook - Roper St. Francis Healthcare

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