Volunteering
Welcome Welcome Volunteer! You are joining an outstanding and diverse team of dedicated hospital volunteers who donate their time, skills, and caring attitudes to support the mission of High Point Regional. Each year our volunteers provide thousands of hours of invaluable service to our patients, families, visitors, staff, and physicians. As a volunteer at High Point Regional, you are an integral part of our team. Regardless of your role, please keep in mind we are all here for one reason our patients. Our mission to provide exceptional healthcare services to the people of our region can be achieved by everyone working together. Thank you for joining more than 500 of the most caring volunteers in our community. This handbook provides information you will find helpful. We are delighted that you are here! The Volunteer Services Staff
Our History Since our founding in 1904, we at High Point Regional Health haven t forgotten the reason we are here to do everything possible to get you well and keep you well. High Point Regional Health, a member of UNC Health Care, is a private, not-for-profit health care system with more than 2,300 staff. High Point Regional offers 351 private beds for medical and surgical patients serving over 120,000 patients each year. High Point Regional has its foundation in six primary service areas: Carolina Regional Heart Center, Hayworth Cancer Center, The Neuroscience Center, The Esther R. Culp Women s Center, The Emergency Center and The Piedmont Joint Replacement Center. Other services offered through the organization include the Rehab Center, the Millis Regional Health Education Center, the Regional Wound Center, the Diabetes Self Care Management Center, The Vascular Center and High Point Behavioral Health. Our mission is to provide exceptional health services to the people of our region.
Contents High Point Regional s Corporate Philosophy Corporate Compliance...10 Volunteer Pledge...10 Mission...11 Vision...11 Values...11 Getting Started Application Process...14 Interview...14 Orientation...14 Health Screen...15 Your First Day...15 Follow Up...15 Volunteer Opportunities...15 Volunteer Benefits...17 Policies and Procedures for Volunteers Acceptance... 20 Grievance... 23 Appearance... 20 Hazardous Materials... 23 Annual Requirements... 21 Holidays and Inclement Weather... 23 Attendance... 21 Injuries and Accidents... 23 Corrective/Disciplinary Action... 22 Leave of Absence... 24 Donations/Gratuities... 22 Meals and Breaks... 24 Employees Who Volunteer... 22 Media... 25
Policies and Procedures for Volunteers (continued) Patient Confidentiality Smoking... 27 and HIPAA... 25 Solicitation... 28 Patient Populations... 26 The Culture of Excellence... 28 Patient Rights... 26 Total Care Compass... 28 Performance Evaluations... 26 Training... 28 Recognition... 26 Valuables... 29 Recording Hours... 27 Safety and Emergency Procedures... 29 Recruiting Volunteers... 27 Handwashing and Resignation... 27 Infection Prevention... 31 Service Descriptions... 27 Handling Wheelchairs... 31 Shifts... 27 Campus Map... 34 General Information Advanced Directives... 38 Annual Hospital Support Events... 38 ATM... 38 Billing... 38 Cashiers Office... 38 Chapel/Chaplains... 39 Contact Center... 39 Customer Complaints... 39 Diabetes Self Care... 39 Health and Wellness... 39 Fitness Center... 39 Wellness Center... 40 Gift Shop... 40 Guild... 40 Interpreters... 40 Lost and Found... 40 Mail... 40 Meals and Snacks... 41 Meal Trays for Guest... 41 Retail Pharmacy... 41 Support Groups... 41 Website... 41
Organizational Chart Board of Trustees President Vice President People Services Director Volunteer Services Program Coordinator Program Coordinator Volunteer Services Office Hours Monday- Friday 8:00 a.m. 5:00 p.m. Phone: (336) 781-2434 Fax: (336) 878-6800 601 North Elm Street High Point, NC 27262 7
Approximately 17,600 patients are discharged each year at High Point Regional
Our Philosophy
OUR PHILOSOPHY High Point Regional s Corporate Philosophy Corporate Compliance High Point Regional is committed to conducting its business lawfully and ethically. The Code of Conduct serves as our guide to provide quality and respectful care, to be honest, follow the rules, report violations, and to protect the privacy of our patients. Employees and volunteers have a duty to report any alleged or suspected violation of the Code of Conduct to the Compliance Officer. If you question whether an action is legal or ethical, we encourage you to call the confidential Regulatory Hotline at (336) 878-6970 or 1-800-826-6762. Volunteer Pledge I am here because there is a customer. I will be tolerant, respectful, and kind. I will be sensitive to feelings of others. I will always do more than is expected. I am committed to adding value to services I give to my customers. I will be a contributing member of the team. 10
Mission To provide exceptional health services to the people of our region. Vision In collaboration with our partners, will provide the highest quality, cost effective, patient-centered care to promote the health and well-being of the people in the communities we serve. Values Teamwork, Compassion, Integrity, Pride, Accountability and Excellence. 11
Approximately 7,000 surgeries are performed each year at High Point Regional
Getting Started
Getting Started The mission of the Volunteer Services department is to provide an organized staff of competent and dedicated volunteers who are committed to the hospital s Mission, Vision, and Values. Application Process: Applicants are recruited and selected based on their availability and interest as well as the needs of the hospital. Applications may be completed on the hospital s website or through direct mail by request. Students must be at least 14 years of age and in the ninth grade. Applicants over the age of 18 are required to sign a release to a criminal background check. Interview: Volunteers are interviewed by the Volunteer Services staff and placed according to interest, availability, and skills. Placement is determined by the Director of Volunteer Services. Orientation: Volunteers will attend a General Orientation designed to present an overview of the health system and of the Volunteer Services department. It includes High Point Regional s philosophy, organizational structure, policies, safety and emergency procedures, infection prevention, and customer service expectations. The session is held by the Volunteer Services staff. 14
Health Screen: Any health concerns should be discussed with the Director of Volunteer Services. All volunteers are required to schedule an initial appointment with Employee Health which includes a blood draw that tests for TB, a drug screen, and a flu shot (seasonal). Your First Day: Park in the visitor parking deck and come to the Volunteer Services office. We will provide you with a service description of your placement and show you where to sign in to record your hours, then we will introduce you to staff and other volunteers in your assigned area. There, you will receive training by hospital staff or a fellow volunteer. Follow Up: After two weeks, you will receive a survey regarding your placement and training experience. We encourage your feedback. Please complete and return the survey with any suggestions for improving our program. Volunteer Opportunities Our volunteers work in over 60 departments throughout the health system. This diversity of services allows volunteers to select work that best suits one s interest and schedule. The various opportunities and areas of greatest need are discussed during volunteer orientation. 15
Here are just a few ways you can help: Level of busy-ness and physical activity: High Medium Low Day Hospital Greeter and Escort Discharge Transport Errand Runner Flower and Mail Delivery Friendly Visitor Emergency Department Entrance Desk Greeter and Escort Golf Cart Driver for Pathology Information Desk Music Therapy Nursing Unit Assistant Office Support Pet Visitation Sewing and Craft Projects Special Projects Surgery Waiting Room Wayfinder 16
Volunteer Benefits Meal Voucher for the day you volunteer Satisfaction of providing service to others Fellowship with new friends Annual Employee/Volunteer Appreciation Event Annual Volunteer Recognition Use of the Wellness Center Fitness Center Discount Retail Pharmacy Discount Opportunity to participate in hospital events and workshops Recognition by various departments Career exploration Discount tickets in the community 17
Over 64,000 patients are seen in the Emergency Department each year
Policies
POLICIES Policies and Procedures for Volunteers These policies have been abbreviated for easy reference. Please see the hospital s Total Care Compass intranet website for a complete list of the policies in their entirety. Acceptance High Point Regional is an equal opportunity employer and does not discriminate against any individual on the basis of race, color, national origin, religion, sex, disability, age, or veteran status. Anyone interested in volunteering must complete an application. Appearance Our volunteers represent High Point Regional and are a positive reflection of the organization s image. High Point Regional requires that each volunteer wear a name badge and a uniform vest which can be purchased from the volunteer office. Your nametag is part of your uniform and should be worn at your collar for easy visibility Closed toe shoes are recommended for your safety as well as that of our patients; sneakers or walking shoes are preferred for volunteers escorting customers or working in patient or customer care areas Denim and shorts are not allowed; slacks are preferred 20
Only hospital approved t-shirts are allowed; collared shirts with sleeves should be worn under the uniform vest Hats may not be worn Jewelry should be limited; facial jewelry is prohibited Long, artificial, and gel nails are prohibited in patient care areas Perfumes and other fragrances are prohibited anywhere in the health system Volunteers are expected to maintain an appearance of propriety and professionalism in order to give our customers confidence in their capabilities to serve. If you forget your nametag or uniform, please report to the Volunteer Office for a temporary tag. Go to the Total Care Compass for the dress code policy in its entirety. Annual Requirements as Mandated by The Joint Commission and High Point Regional Influenza shot - October TB Questionnaire - March Annual Reviews and Evaluations - October Attendance Please be prompt for assignments and remember to sign in and sign out to indicate your presence. Patients, families, visitors, and staff depend on our volunteers. Please notify your department when you must be absent. 21
We ask volunteers to secure their own substitutes. When this is not possible, please call the Volunteer Services staff as soon as possible. Volunteers who do not report to their scheduled assignment for two consecutive weeks without calling the office will be considered not interested and will be placed on inactive status. Returning to the same placement cannot be guaranteed. Corrective/Disciplinary Action Volunteers will not be allowed to continue volunteering if they do not adhere to the policies, procedures and standards of Volunteer Services and of the hospital. Volunteer Services follows the same guidelines for volunteers as followed for employees in the Human Resources Corrective Action Program policy under Total Care Compass. Donations/Gratuities Volunteers may not accept money or gifts from customers. If offered, please express your appreciation and tell them you are delighted to serve them. If anyone wishes to make a donation to the Hospital, refer them to the Foundation office at extension 86011 or to the website at www.givetohighpointregional.com. Employees Who Volunteer We welcome employees who wish to volunteer; however, due to labor laws, employees may not volunteer doing the same work they are paid to do, or in the same division where they work as paid staff. 22
Grievance To ensure that disagreements or concerns regarding volunteers and their actions are addressed and resolved in a fair and timely manner, the volunteer may present the grievance or complaint to the director of Volunteer Services within one week of the infraction. The director will serve as mediator and appropriate action shall be agreed upon and a resolution reached. To file a formal grievance, see the Human Resources Employee Grievance Program policy located on the Total Care Compass. Hazardous Materials Right To Know means that volunteers are informed about any hazardous materials to which they may come in contact with while volunteering, how to protect themselves with personal protective equipment, and what to do in the event of exposure. Material Safety Data Sheets may be found on the Total Care Compass intranet website. Holidays and Inclement Weather Volunteers are welcome but not expected to work on hospital observed holidays or during inclement weather. High Point Regional is not responsible for injuries incurred while traveling to/from work during severe weather or any other time. Holidays observed by the health system are: New Year s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. Always check with your department if uncertain. Injuries and Accidents Volunteers who are injured while on duty must report the incident to their supervisor and have an occurrence report completed. If medical treatment 23
is needed the Occupational Health & Wellness Manager must be notified for authorization to be given (the Nursing Supervisor if after hours or weekends). Volunteers will be seen at Regional Physicians or in the case of a life threatening injury, at our emergency department. If you observe an accident involving a visitor on hospital property, inform the staff in that area or call Security at extension 12249 and ask for immediate assistance. Stay with the visitor until help arrives. Leave of Absence A leave of absence is appropriate when needed for health, travel, or personal reasons. Please notify the Volunteer office as quickly as possible so that substitutes may be arranged as needed. We will hold your post for 90 days, but we cannot guarantee availability after that. However, upon your return, we will make every effort to find a suitable placement for you. Meals and Breaks In appreciation of your valuable service to High Point Regional, meal vouchers are available for use in the Cafe. The meal voucher may be used either before or after the work shift which is typically 3-4 hours. If the meal total is more than the value of the voucher, the volunteer shall pay the difference. Meal vouchers must be used the day you volunteer and are limited to one per day. We invite you to take a break when necessary. Please coordinate breaks with your co-volunteer or supervisor. 24
Because we want to maintain a professional appearance, eating at work stations visible to the public is not permitted. Media Volunteers do not respond to media inquiries. If you are approached by the media, please refer them to the Public Relations and Marketing department at extension 86565 or Security at extension 12249. Do not allow media to wander through the halls without a volunteer or Public Relations escort. Patient Confidentiality and HIPAA We are committed to protecting our patients rights to privacy. It is imperative that all information related to our patients remain confidential. Everything you read, see, or hear, whether directly or indirectly related is considered confidential information. A zero tolerance policy has been adopted if information is inappropriately accessed or divulged. It is imperative that you access and discuss confidential information only if it is necessary to perform your job. Reading through the patient census or other information containing patient names is a clear violation of HIPAA and can result in termination. HIPAA, the Health Insurance Portability and Accountability Act of 1996 is a law that gives patients the right to confidentiality of their health information. Privacy is more than just an ethical obligation of our volunteers it is the law. A breach of confidentiality is grounds for dismissal and even legal proceedings. Each volunteer shall understand HIPAA regulations and sign a confidentiality pledge before they begin their assignment. 25
Patient Populations Volunteers should be sensitive, understanding, and use appropriate behaviors in dealing with patients of various ages, cultures, skill levels, and abilities. Patient Rights An expectation of all volunteers is to ensure our patients that you are respectful of their rights. When admitted to the hospital, patients are provided a list of rights and responsibilities such as the right to personal privacy, participation in treatment decisions, access to their medical records, the right to refuse care, the right to have their information explained to them in a language they can understand, and more. To obtain a complete listing of patient rights, please contact the Volunteer Services office. Performance Evaluations Evaluating the competency of our volunteers is an ongoing process: Volunteers are informally assessed by direct observation according to the expectations listed on their service descriptions Volunteer staff periodically perform competency rounding on frontline volunteers working in customer or patient care areas. Recognition The contributions of our volunteers are celebrated throughout the year and special activities are held around National Volunteer Week, including an awards ceremony for our in-service adult volunteers. 26
Recording Hours The Volunteer Office submits a report to the hospital each month with a record of volunteer hours performed. Please record your hours in the computer system each time you work. Volunteers working offsite are asked to email or call in their hours at the end of each month. Recruiting Volunteers If you have a friend who is interested in volunteering, please ask them to call our office at 336-781-2434. Resignation Should the time come that you wish to resign or retire, please notify the Volunteer Services Department at least two weeks before leaving the program and return your name badge. Service Descriptions Each assignment has a service description and training checklist that provide guidelines to appropriate duties volunteers may perform. Shifts Days and times are flexible, but most volunteer shifts are 3-4 hours, depending on the placement needs of the department as well as the availability of the volunteer. Smoking High Point Regional is a smoke-free facility. The use of tobacco is not permitted anywhere on the premises. 27
Solicitation Solicitation and distribution of products or information other than that which is affiliated with High Point Regional is prohibited by employees and volunteers during work time and in work areas. The Culture of Excellence High Point Regional is committed to providing quality customer service. Our volunteers are a positive reflection of our hospital by their exemplary compassion and professionalism and their sincere desire to be of service to others. Total Care Compass Total Care Compass (TCC) is an informative website that employees and volunteers may access while they are at the hospital. This website provides hospital wide updates such as announcements, upcoming events, and educational classes. There is also a Volunteer Department site on TCC which includes policies, events, photos, and job descriptions. Training Volunteers are provided with a written service area job description and training checklist. You will be trained in your specific placement area by another volunteer or staff person in that department. We suggest you train for only a couple of hours to begin with, but you are welcome to continue training until you are comfortable working on your own. 28
Valuables It is recommended that volunteers not bring valuables to the hospital. Carry only the money you need in your pocket. The Hospital cannot be responsible for lost or stolen items. For Lost and Found items, please call Security at extension 12249. Safety and Emergency Procedures Emergency Codes It is very important that our volunteers work in a safe environment and stay current with our standards of safety. We will provide you with a list of safety alarm codes to be placed on the back of your name badge. Emergency Numbers Emergencies 3333; Security 12249 Call boxes are located in all parking areas in case of emergency Dr. Red Fire Emergency (Volunteers shall know the location of the fire exit plan and extinguishers in their work areas.) In the event of a fire, remember the letters RACE - Rescue anyone in immediate danger - Activate the alarm and dial 3333 - Confine the fire by closing doors and windows - Extinguish if possible by using the fire extinguisher 29
When using fire extinguishers, remember PASS - Pull the pin in the handle of the extinguisher - Aim the nozzle at the base of the fire - Squeeze the handle - Sweep from side to side Code 1 Manpower (examples: a patient is combative, or someone is behaving in a suspicious or violent manner. Security will respond.) Code 4 Cardiac Arrest (patient is not breathing; medical team will respond) Code B Bomb Threat (specific instructions will be given to volunteers) Code Pink Infant Abduction (staff and volunteers will monitor stairwells and exit doors) Dr. T Tornado Watch/Warning (instructions will be given) DST Alert Major Disaster (several casualties coming through the ER: Volunteers may be asked to provide wheelchairs, coffee for families, or be given other instructions to help) 30
Code Grey Emergency Department is on temporarily lock down to ensure safety of customers and staff in the area. Active Shooter Find a safe location to hide, call 911, then call Security at 12249 Handwashing and Infection Prevention Handwashing is the single most important means of preventing the spread of germs. Volunteers should observe proper hand hygiene, washing their hands often, using the hand gel, and using the saniwipes and gloves for cleaning surfaces. Volunteers should always check signs on patient doors and not enter Contact Precaution rooms. If you accidentally enter a Contact Precaution room, you should notify your supervisor immediately. Wheelchairs Safety is a must! Please do not attempt to transport patients if you have not received wheelchair training. The Do s Knock before you enter a patient s room. Smile and introduce yourself as a volunteer and explain where you are taking the patient. If a patient seems incapable of getting into the chair, call for assistance from the nursing staff. Lock the wheels and put the foot pedals up before the patient gets in or out of the chair. 31
Back into elevators, even if the wheelchair is empty, so that exiting is less complicated. Push the chair at a steady, not fast pace, so as not to jostle or alarm the patient. Return the wheelchair to its rightful location. Wipe down the chair as needed. Wash your hands! The Don ts For your safety and the safety of our patients. Do not enter Contact Precaution, or isolation, rooms. Do not transport patients with IVs, oxygen, or attachments without assistance from nursing staff. Do not transport patients/visitors to parking lots or parking decks. Call Security for your safety and that of our customers. Do not attempt to transport patients too heavy to be transported safely. The best rule of thumb - If in doubt, don t do it! Ask for help. 32
Campus Map
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FIRST FLOOR Cafeteria and vending machines Environmental Services Fitness Center Mail Room Maintenance (Plant Operations) Medical and Risk Services Pharmacy, Inpatient Print Shop Purchasing and Facilities Management Receiving LOBBY (2 nd ) FLOOR Administrative offices Admitting and Preadmitting ATM Cashier Chapel and chaplains office Discharge Volunteer Station Emergency Gift Shop Heart Center Entrance Lab Main Information Desk Medical Records Patient Entrance Radiology/MRI Retail Pharmacy Security Volunteer Services Women s Imaging THIRD FLOOR Day Hospital Cardiac Cath Lab Endoscopy Operating and Recovery Rooms Surgery Waiting Room FOURTH FLOOR Intensive Care Units Carolina/Cornerstone Cardiology FIFTH FLOOR Women s Center Learning and Organizational Effectiveness Inpatient Pediatrics Pinewest OBGYN SIXTH EIGHTH FLOORS Patient Rooms Nursing Supervisors office CANCER CENTER BUILDING Radiation Therapy-1 st Library-2 nd Hematology/Oncology-2 nd Oncology Care Unit-3 rd Inpatient Rehab Unit-4 th Behavioral Health Unit-5 th OFFSITE BUILDINGS Adult Health Center Bright Horizons Daycare Community Clinic Employee Health Foundation Human Resources Finance Diabetes Care Information Technology (computer lab) Millis Health Education Outpatient Rehab Wellness Center PR & Marketing Surgery Center 35
Nearly 10,000 errands are performed for staff throughout the organization each year
Gener al Information
Gener al Information Advanced Directives Living Will and Healthcare Power of Attorney forms may be obtained in the Chaplain s, or Spiritual Care office. Annual Hospital Support Events The Foundation sponsors several special events during the year that provide direct support to patient care programs and services at High Point Regional. For more information, contact the Foundation office at extension 86011 or visit the website at www.givetohighpointregional.com ATM The ATM is located on the 2 nd floor past the Information Desk in the hallway toward Emergency. Billing Hospital bills may be paid at the Cashier s Office 8am-1pm and 2-4:45pm. When the Cashier s Office is closed, bills may be paid in Admitting, the Emergency Department, or in Patient Accounts at 406 Lindsay St. Patient Accounts is open weekdays 8am-5pm. Cashiers Office Discount tickets are available for purchase to area attractions. Customers may pay their hospital bill in the Cashiers office, but there is no official check cashing service at High Point Regional. 38
Chapel/Chaplains The Spiritual Care department is located in the main lobby by the Gift Shop. The chapel is a warm and inviting environment, designed to meet the needs of all faiths. Chaplains are available M F, 8:30am - 5:00pm. If a chaplain is needed after hours, you may call the switchboard and ask them to page the on call chaplain. Contact Center, (336) 878-6888 (or extension 6888) For information regarding classes, support groups, hospital services, physicians, and more. Customer Complaints When a patient or visitor has a legitimate concern, ask if you may give their name and number to the appropriate hospital representative. We appreciate the opportunity to make it right before the patient is discharged from our hospital. Diabetes Self Care Located at 300 Gatewood Avenue. Health and Wellness Fitness Center The Fitness Center is a medically based fitness facility owned and operated by High Point Regional. Our staff are experts in exercise physiology, sports science, nutrition, nursing, and medicine. We work with each member to design an individual program. A discount is available for volunteers. 39
Wellness Center Employees may use the Wellness Center located in the basement of the Millis Regional Health Education building. Volunteers may also access the Wellness Center after donating 50 hours of volunteer service. See the Volunteer Services office for more information. Gift Shop We invite you to visit the Gift Shop and see the various merchandise available for purchase. Guild The Guild has raised $5 million (and counting!) for High Point Regional since 1945 funding projects for the Heart Center, Women s Center, the Millis building Wellness Center, nursing scholarships, and the purchase of much needed equipment such as Xray machines, hospital beds, wheelchairs, scanners, monitors, and patient simulators. Fundraising projects include flower, jewelry, bake sales, etc. Interpreters To locate an interpreter, call 1-866-421-3463. Lost and Found Call Security at extension 12249. Mail The mail room for the Hospital is located on the first floor by Receiving. A United States Postal Service mailbox is also located outside the hospital between the Visitor Entrance and Patient Entrance. 40
Meals and Snacks Food is available in the Cafe (1 st floor), and in vending machines (1 st floor). Meal Trays for Guests Meal trays may be purchased and delivered to patient rooms for family members by calling Restaurant Delivery, extension 86368. Retail Pharmacy Employees, volunteers, and patients may have their prescriptions filled at our in-house Retail Pharmacy; many over the counter medications are also available at a discounted rate. This pharmacy is located in the hall on the 2 nd floor, main building. Support Groups Call the Contact Center at (336) 878-6888 or extension 86888 for information. Website The hospital s website is www.highpointregional.com. 41
Notes
Notes
Volunteer Services 601 North Elm Street High Point, NC 27262 Phone: (336) 781-2434 Fax: (336) 878-6800