Welcome to the Florida Hospital for Children Volunteer Program! As a volunteer, you will provide hospitalized children with opportunities to play, laugh, and enjoy the company of others! Hospitalized children are often frightened, have feelings of abandonment, and experience loss of control. Volunteers help extend our mission by offering positive experiences during their hospital stay. Thank you for your interest and commitment to our program! 1
Child Life Specialists Most of you will be supervised by CLS; below is a brief explanation of the Role of a Child Life Specialist. Work throughout the hospital to promote normal growth and development for hospitalized children. Ease a child s fear and anxiety with therapeutic and recreational play activities. Advocate for family-centered and a-traumatic care. Engage and energize children and families by coordinating special events, activities, and entertainment. Provide medical play and education. Provide procedural education, support, and distraction. Help educate and support siblings and young family members during hospitalization. Suggestions for Supporting Children and Families Be friendly and welcoming. Focus on the needs of the patients and their families. Be sensitive and compassionate. Meet the families where they are emotionally. o If a room is quiet, enter quietly. Respect and maintain a patient s right to confidentiality and privacy. When entering a patient s room, introduce yourself, give a warm and friendly welcome, and let the family know why you have come. Be personable; put yourself on the child s eye level and call him/her by name. Respect expressions of emotion. o If a child is crying, ask if he/she would like a tissue and a hug. Always remain professional & SMILE! Play a lot! It is your job to 2
Smile often! Help within your scope of practice! Please step out of the patient s room if they are doing a blood draw, IV start,or start any procedure. Provide opportunities for fun in the playroom and in patients rooms. Create Moments! o If it is their birthday, make them a card. MOST OF ALL promote a safe environment. It is NOT your job to Provide counseling to patients and families. Please be a good listener and direct them to a Florida Hospital staff member for guidance. Be a distraction during medical procedures. (e.g. blood draws, IV starts, etc.) Ask the child or parent about the patient s illness. Touch or fix any medical equipment. o If a medical device is beeping, call a nurse. Take patients off the unit. Share your personal information (home number, cell phone number, or E-mail) with patients or families. Avoid Making promises you may not be able to keep. Comparing, pitying, or judging patients and their families. Being afraid of silence. The hospital can be a scary place for children. It s okay to sit in a patient s room even if they don t want to talk. They are happy to not be alone. Visiting with patients on your off time. We have number of patients that are alone for a number of reasons. Please be in the moment with the child and do your best to help them SMILE. **Please DO NOT come to volunteer if you are sick! It is important that you call your supervisor at least 1 hour prior to your shift whenever you are unable to volunteer! You are an important part of our team and we count on you. 3
Purpose of Play Illness and hospitalization are major sources of stress for a child and his/her family. The children find themselves surrounded by unfamiliar sights, sounds, smells, and unfamiliar people who often hurt or cause pain. Play restores the normal aspects of living for a child and therefore helps to reduce stress and anxiety. In a hospital setting where children have little or no control over medical treatment, play allows opportunities to regain some control by allowing children to make choices and gain mastery over difficult situations. The playroom provides patients with a place where there are NO medical procedures and where they can relax and enjoy themselves while practicing developmental and social skills. 4
Beginning Your Day and Interacting with Patients Upon arriving at Florida Hospital for Children, please clock-in and begin your patient, staff and family interactions. There will be a designated place where you can lock up your personal belongings during your volunteer shift. Use the volunteer assignment list as a guide to determine which patients will require activities at bedside and which patients can participate in playroom activities. If a list is unavailable, please take initiative to interact with appropriate patients, remember you can call the Child Life Specialist or the Charge Nurse from any phone on the unit. Encourage and invite each child that has permission to the playroom but do not force participation (give the child a choice). You may invite as many children as you feel comfortable. Please keep in mind that children must be at least 8 years old to be in the playroom without supervision from a parent or staff member. You can offer parents a break, but parents are always welcome to join their child in the playroom. ALWAYS communicate with a patient s bedside nurse before entering and/or leaving a patient s room, especially if the patient is alone. You can interact with patients who will require activities at bedside. Introduce yourself to each patient and find out what activities may interest them. You may bring art supplies, toys, and other items found in the playroom to be used in the patients rooms. If the patient is on contact precautions (yellow, green, or pink sign), only plastic toys that can be cleaned or disposable items can be brought into the patient s room. Playroom: Sit across the table from the patient, beside the patient, or on the floor. In-Patient Room: Sit in a chair at the patient s bedside, or ASK them if it is okay to sit on the bed. They may have a broken leg and we don t know because it is hidden by the sheets. 5
In-Room Patient Visitation Guidelines Use the Volunteer Assignment List as a guideline in determining which patients require in-room activities. If the list is unavailable, please take the initiative to interact with appropriate patients; you can call the Child Life Specialist or Charge Nurse from any phone on the unit. Wash or sanitize your hands before and after leaving a patient s room. ALWAYS communicate with patient s bedside nurse before entering and/or leaving patient s room, especially if the patient is alone at bedside. Knock on the patient s door prior to entering the room. Introduce yourself to each patient and find out what activities may interest them. Be sure to include both the family and the patient as you meet the family. This will assist you in gaining the patient s trust. Hi, my name is. I m a volunteer. I came to see if you needed some toys in your room, or if you wanted to play with me. If a child is unresponsive or occupied when you visit the room, try to return later. Assist patients with I.V. poles, wheelchairs, wagons, etc. in and out of the rooms. Please ask staff for assistance with unfamiliar equipment. Bring age-appropriate art supplies, toys, and other items found in the playroom to be used in the patient s room. Either return the items to the playroom and CLEAN THEM before putting them away, or leave them with the patient if he/she is still engaged in the activity. If the patient is on precautions, (yellow, green, or pink sign), only plastic toys that can be cleaned or disposable items can be brought into the patient s room. (e.g. coloring sheets, crayons, etc.) Only as a last option should you deliver toys that are unable to be cleaned (cardboard games, puzzles, or books.) to a patient s room. Volunteers are not allowed in patient rooms with airborne signs (pink sign). If you have been with an infant or toddler, make sure the crib area is safe! The side rails should be in the up position and no small objects should be within REACHING distance. Prepare patients for your departure to aid in separation. (15 min. warning, 10 min warning and 5 min warning). 6
Playroom Guidelines Use the Volunteer Assignment List as a guideline in determining which patients require in-room activities. If the list is unavailable, please take the initiative to interact with appropriate patients or call the Child Life Specialist or Charge Nurse from any phone on the unit. Do not provide any patient with food, drink, diapering, or extras before asking his/her nurse. There is NO eating or drinking in the playroom by patients, families, or staff unless there is a special event. If patients need to use the restroom, assist them back to their room and notify patient s nurse. Please keep socialization among volunteers to a minimum. Limit conversations to before or after your scheduled time. This applies to parents also, try to redirect attention back to the patient. Siblings/Cousins/Friends in the playroom: if the guest is visiting a patient that is on precautions (contact, airborne, droplet) they must NOT go into the playroom if they have been in the patient s room. They are to go to the playroom first and THEN go see the patients in their rooms. Define and explain limits regarding craft projects. We need to ensure that we have enough supplies. Provide protection for the patient s clothing and furniture as needed. (Socks, gowns etc.) Respond to spills or messes in a calm and supportive manner. Report them to a staff member. Any bodily fluid exposure must be immediately reported to housekeeping STAT. Remain supportive while removing other patients from the area. In this case, the playroom would be closed and housekeeping would be notified. The playroom is a SAFE PLACE. All procedures must take place outside of the playroom including but not limited to: blood pressure, temperature, and taking medications. Introduce patients to each other and encourage socialization amongst peers. Give notice to patients that they will need to clean up and return to their rooms (15 minutes, 10 minutes, etc.) When play is over, end on a positive note: It s time for the playroom to close. Would you like to pick a toy from the shelf to take back to your room? Thank you so much for playing with me today. I had a lot of fun. I hope you did, too. Clean and organize toys and cubbies. Prior to leaving the playroom, check to see that the floor is clean and free of any small objects that a child could swallow. e.g. Legos, beads, etc. Before your shift ends, make sure you have completed your volunteer task that has been assigned to you by your supervisor. Please remember to clock out. 7
Entering a Patient s Room Listed below are the procedures that must be followed when entering a patient s room: From the window or door adjacent to the room peer into the room to evaluate if it is an appropriate time to enter the room i.e. no doctors or procedures happening. If it is appropriate, find and use the foam outside of the room before entering. Knock before entering the room. Enter the room and state your name, explain that you are a volunteer, and why you are there. Hello my name is. I m a volunteer and was wondering if you would like to play? Note: If there is a curtain, be sure to ask if it is okay for you to go past the curtain and come into the room. If the lights are off, enter quietly and see if the patient is sleeping. Asking to go to the playroom Make sure the patient is able to have playroom privileges before offering!! This could be done by asking the patient s nurse if they are able to go to the playroom. Before entering the patient s room, make sure to check the blinds, knock, and foam before entering. If they can go to the playroom: o Hi, my name is and I am a volunteer. I was wondering if you wanted to go play in the playroom/teen room with me. If they cannot go to the playroom: o Hi, my name is and I am a volunteer. Would you like me to bring some toys from the playroom for us to play with together? Asking the Parent if they need a break When entering a room with a parent, always ask the parent(s) if they would like to take a break. You could do this in multiple ways: After entering the room with the proper procedures of checking the blinds before entering, knocking on the door, and using foam before entering, introduce yourself and tell the parent that you are there to play with their child. If the child has playroom privileges, let the parent know that you would like to take their child to the playroom with their permission or to play in the patient s room. Let the parent know that this is their time to shower, eat, or relax and take a nap Hi, my name is. I am a volunteer and I was wondering if you would like a break? I would love to take your child(ren) to the playroom/teen room to interact while you take a break. Or I can play with them in the room! 8
Closing the Playroom Organize toy shelves and place all games, crafts, and anything else into their designated places. Wipe down bigger toys as well as tables and chairs. *WEAR GLOVES* Turn off music, TV, and any open windows on the computer. Turn off all lights. Lock the door, pull shut, and ensure that you hear a click. Place any toys outside the playroom in the dirty toy bin and clear the walking area. Turn the playroom sign around to Closed. Toy Cleaning Guidelines Please refer to the following protocol when cleaning ALL toys. Toy cleaning supplies can be found on all pediatric units in the hospital. Please ask the Child Life Specialist on your unit where the supplies are kept. Toys must be inspected for damage, cracks or broken parts, as these may compromise cleaning. If you find a toy that is damaged, please discard it for the safety of our patients and family members. For your personal protection, you must wear gloves while cleaning. Gloves can be found in various places around the units (playroom, clean supply, patient s rooms, etc.). Please ask the Child Life Specialist on your unit where the supplies are kept. The toys must be cleaned in a well-ventilated area such as the playroom or other designated areas. The Child Life Specialist on your unit will know where the toys should be cleaned. Any paper products (puzzles, books, board games, etc.) need to be scanned for dirty spots such as food spills, bodily fluids, or damage. If any of those spots are present, the items must be discarded in the trash. Also, if any paper items were in a contact precaution room, they will need to be thrown away as well. Any stuffed animals found in dirty toy bin must be discarded. Utilizing Downtime List Every area of the Children s Hospital has a different downtime list. Be sure to check with your supervisor on their specific downtime list. Examples of common downtime list activities: Clean dirty toys in the dirty toy bin (please see toy cleaning protocol). Wipe down playroom toys, tables, chairs, and countertops with the purple top SUPER SANI-CLOTH (picture to your right). Restock personal protective equipment (isolation gowns, gloves and masks). Comfort rounding (asking the patients/families if they need linens, toiletries, water, diapers, wipes, etc.) Ask the nurses and Health Unit Coordinator (HUC) what you can do to help. 9
What to Do When A healthcare professional comes in the patient s room? Address the healthcare professional and introduce yourself and ask if it is fine that you are in the room. If they say no, then leave the room for the time being. If they say yes, then pause the activity and step aside. Let them complete what they came to do, then resume the activity. Parent/family is crying or upset? Assess the situation in order to determine if it is appropriate for you to ask if there is anything you can do to help. Sometimes active listening is the strongest form of support for families. You may offer a supportive touch i.e. hug if it is appropriate. Remember to never provide counseling or advice and thank them for sharing their feelings with you. You can direct them to the right healthcare worker whether this may be the nurse, chaplain, etc. If appropriate you can offer to be with the patient and offer the parent a break during this time. Patient or sibling isn t following the rules? Explain to the children how not following the rules. After that, you can redirect the child and engage him/her in a safe activity. If this does not work, then you consult the parent, child life specialists, or nurse. Patient or sibling becomes aggressive? Explain to the children that their actions are not appropriate. If this does not work, you place yourself in a safe environment and notify parent, child life specialists, and nurse about their actions. Parent/visitor asks you for food or drink? You can direct them to the family nutrition area on the floor. If they do not like the items provided, you can direct them to the cafeterias that we have on campus here at Florida Hospital. Parent/patient asks you for advice? You can direct them to the right healthcare professional that is able to help them during this time. Those healthcare professionals could be the child life specialists, chaplain, nurse, social worker, etc. You need to access on the floor? In order to obtain access on the floor you will need to use the black phones located on the right before entering. Your badge will not provide you access to enter the floors. You are in need of help: If you ever need any help, always make sure to reach out to your child life specialists, charge nurse, or FHFC staff. They are there to help you! If you ever need anything else you can always come to volunteer services and Meagan will help you. Patient is followed by D.C.F: During the interaction, if the patient discusses questionable information, report it immediately to the nurse, be a reflective listener. If a staff member asks you to feed a patient? Ask the nurse if this patient is being seen/followed by speech therapy team. If yes, volunteers cannot feed. If no, then the volunteer can feed. Ask the nurse if there are any instructions for feeding the patient. 10
GetWellNetwork Cheat Sheet The GetWellNetwork focuses on empowering patients has a unique approach to educating patients and families about their health, diagnosis, treatment and recovery regimen. GetWellNetwork, Inc. uses the bedside TV to entertain, educate, and empower hospital patients and caregivers to be more actively engaged in their care. This patient-centered approach improves both satisfaction and outcomes for patients and hospitals. Hospital Information about the hospital including visiting hours, staff profiles, Child Life programming, and staying safe in the hospital Satellite Dish Access to the Internet, email, and communication resources such as nominating a nurse for Daisy award or making a service request Roller Coaster Fun things to do like playing games, listening to music, painting a picture, or creating a webpage Movie Theater On-demand access to the best in pediatric health and safety education, relaxation videos, and the latest, family-friendly Hollywood movies Restaurant Dietary information for families such as meal delivery times, patient menus, and food options for parents 11