Northside Hospital-Atlanta Auxiliary Orientation

1. Northside Hospital-AtlantaAuxiliaryOrientation

2. Objectives Welcome to Northside Hospital-Atlanta Auxiliary On-line Orientation. This course will cover the following subjects: • Cultural And Language Diversity • Customer Relations • Domestic Violence • Environment of Care • Infection Control • Interpretation Services • Patient Safety • Patient Security • Risk Management

3. Northside Hospital Auxiliary Is Committed To: Cultural And Language Diversity • Patient and Family Centered Care • As a result, we look for ways to demonstrate respect for patients’ values, preferences, and expressed needs. • Service Excellence • Treating people as individuals with courtesy, dignity, respect and politeness. • Mission & Value Statement: Northside Hospital-Atlanta Auxiliary provides compassionate support & quality service to patients, families & visitors, as well as funding for special projects which benefit the hospital.

4. Why Is Cultural Sensitivity Important? “Our culture influences how health care information is received, how rights and protections are exercised, what is considered to be a health problem, how symptoms and concerns about the problem are expressed, who should provide treatment for the problem, and what type of treatment should be given.” • (Katz, Michael. Personal Communication, November 1998) What is culture? • The thoughts, communications, actions, customs, beliefs, values, and institutions of racial, ethnic, religious or social groups. - (Katz, Michael. Personal Communication, November 1998)

5. Language/Communication • Northside Hospital’s Interpretation Services Department provides 24 hour language services to all patients free of charge. • The Interpretation Services Department will help to arrange the following services: • Language Interpreters (including sign language) – call ext. 5898 • Telecommunication Device for the Deaf • Consent Forms and other hospital information, as available, in Braille. • The use of qualified Interpreters during a medical encounter improves compliance, understanding, patient safety, clinical outcomes and patient satisfaction.

6. Language/Communication • Family, friends and volunteers should never be used as Interpreters for medical encounters because: • They may be more likely to omit, add or change information when interpreting. • When communicating information they could violate the patient’s confidentiality. • We cannot assume the family member or friend has any knowledge of medical terms. • A conflict of interest may exist between the patient and family member related to treatment choices. • Undue risk is created for the patient and hospital if there is a misunderstanding or miscommunication about the patient’s wishes. • Call Interpretation Services for assistance - #5898

7. Anti-Discrimination/Harassment • Northside Hospital is committed to creating an environment of courtesy, dignity, respect and politeness. • Northside does not tolerate harassment because of race, color, sex, religion, national origin, age, physical ability or citizenship. What is Harassment? Harassment includes but is not limited to slurs, jokes, any other verbal, graphic or physical conduct relating to an individual’s race, color, sex, religion, national origin, age, physical ability or citizenship. If you think you are being harassed you should make your concerns known to the Manager of Volunteer Services, the Auxiliary President, or one of the Vice Presidents.

8. Attendance • As a volunteer it is very important that you report to work your shift on time and when scheduled for work as people rely on you. • If you know you will be absent, try to change shifts with another volunteer who works in your same area. Minimally notify your area supervisor of your pending absence. • If you are ill, please contact the department where you work to let them know you will not be coming in. You may then call the Auxiliary office to let us know you will be out: 404-851-8707.

9. Bariatric Sensitivity Bariatric Surgery is a Northside Hospital Specialty. What Are We Asking Of You: • Remember the obese patient is a human being and only wants to be treated like one. • Understand that obese patients have tried and failed to lose weight many times. • Be sensitive with how you phrase your communication. • When assisting a patient or visitor, focus on the person, not the task. Make eye contact, introduce yourself and explain what you are going to be doing. • Before escorting a patient, ask the requesting nurse the weight of the patient. • Do not push more than you can handle – defer to a nurse or Security.

10. ‘The Voice of the Patient’ Customer Relations • We stress the Patient Bill of Rights • We emphasize the importance of personal interactions • We encourage partnering with patients/families regarding their care

11. Some Important Patient Rights: • Patients have the right to considerate and respectful care that recognizes their personal dignity, values, and beliefs. • Patients have the right to complete and current information concerning their diagnosis, treatment and any known prognosis. • Patients have the right to participate in their care, including the management of their pain.

12. Domestic Violence What is Domestic Violence? • The use of physical, sexual, and/or psychological coercion to establish and maintain control over an individual. • If you suspect that someone experienced Domestic Violence, speak confidentially with your department supervisor, the Manager of Volunteer Services or an Auxiliary leader. • Domestic Violence brochures are available on the units and in public restrooms.

13. Safety Management Fire Safety Management Security Management Emergency Management Utilities Management Medical Equipment Hazardous Materials Seven Elements of the Environment of Care Emergency & Security Numbers • Atlanta Campus: • Emergency Number: 8911 or (404) 851-8911 • Security Number: 8797 or (404) 851-8797

14. Safety Management • All volunteers should consider themselves as members of the Hospital Safety Team. • Report any safety concern to Security or the Manager of Volunteer Services. • Report all on the job injuries or job-related illnesses to the Manager of Volunteer Services and Employee Health. If Employee Health is not open report to the House Coordinator. • If a visitor in your area is injured, you should: • render assistance – ask someone to notify Security and stay with the injured person • notify Security (8911-if life threatening, 8797-if non-life threatening) • complete an Incident Report Help prevent slips and falls – Immediately clean up small spills of coffee, sodas and etc. For large spills place a Wet Floor sign in area and contact Environmental Services.

15. PREVENT FIRES! Safety Management Alert Dry your hands completely after using ALCOHOL BASED HAND WASHING LIQUIDS and before touching metallic surfaces or patients.

16. Security Management • There is 24 hour Security at each campus. • Escorts and Vehicle Assists are available by calling Security (8797). • Work Place Violence - Report all Verbal or Physical Abuse to Security and your supervisor. • Report all suspicious persons and events to Security • Code One - Security is needed immediately for a Combative Person or Patient Restraint Assist.

17. Security Management • Code Pink is the code for a Missing Infant. Stop what you are doing, go into the hallway and assist with search for the missing infant. • Code Amber is the code for a missing child. Assist with the search for a missing child. • Code Purple is the code for a missing or wandering patient. • Patient identified with a purple armband on wrist. • Follow same procedure as Code Pink or Code Amber. • Report to Security if found. Report all suspicious persons and events to Security

18. Fire Safety • Code Red is the code for Fire or Smoke. • Use R-A-C-Eif you discover a fire or smoke condition.

19. Fire Safety Code Red is the code for Fire or Smoke. In the event of a fire the following will occur: You will hear “Code Red” and the location announced All doors will close All wheeled objects will be removed from patient corridors in the designated area 19 of 55

20. Fire Safety • UseP-A-S-Swith Fire Extinguishers. • P- Pull the pin. • A- Aim at the base of the fire. • S- Squeeze the handle. • S- Sweep the fire. • Report all Smoke Smells to Security & Alert your Charge Person. • Smoking Policy – Follow the guidelines for your campus. Smoking is not allowed “inside” any building owned or operated by Northside Hospital. There is one visitor smoking area on the first floor outside by the Cafeteria.

21. Emergency Management

23. What do you say if a code is called? “We have an internal situation and we are currently taking care of it.” 23 of 55

24. Infection Control Everyone responsible for understanding the risk of exposure to blood or other potentially infectious materialsin the hospital.The Infection Control program works only if you are committed to following the guidelines described in this course. Standard Precautions is to treat all patients as if they are infectious.

25. Hand Hygiene Hand Hygiene is the single most important thing you can do to prevent infection.Frequent hand hygiene is the foundation of infection control. • This single action lowers the risk of transmitting microorganisms from one person or site to another. • Wearing gloves does not replace hand washing. Hand washing: Use hand hygiene before entering patient room or contact with patient or equipment. Wash your hands with soap and water when you have completed an activity such as a assisting with diapering or any contact with blood and body fluids. Alcohol based hand rub: foam or gel is used between all patient contacts, except above. Use the foam when entering / exiting the patient room. Wash hands after 5-7 times of foam usage or when hands become “sticky.”

26. Hand Washing Guidelines Use our approved soap and wash for at least 10- 15 seconds. • Friction is the most important step in hand washing. • Don’t forget to scrub your fingernails. • Dry your hands with the paper towel and turn off the faucet with the paper towel. • Use foam going to or out of all patient rooms. Artificial Nail Guidelines Note: For infection control, artificial nails may not be worn if in direct contact with patients. In addition, volunteers should not have chipped nail polish when working with patients.

27. Volunteer Responsibilities Volunteers should not come to work when feeling ill, congested or have a rash or fever. • If exposed to an infectious disease, contact Employee Health for evaluation. • Those with an infectious disease need to be cleared by Employee Health before returning to duty.

28. Biohazard Symbol • The biohazard symbol is a universal symbol placed on any container or area that may contain regulated waste. • Biohazard signs are always red or orange and have the biohazard symbol.

29. Potentially Infective Material • Potentially infective material is bagged at point of use to prevent contamination to patients, personnel, and visitors. • Red biohazard bags are used for disposable items that have visible blood (that would drip blood if they squeezed). • Sharps must be placed in puncture-resistant containers at point of use. No volunteer should dispose of sharps! • Never change the needle box container! • Soiled linen is placed in the blue soiled linen bag. Even bloody linen is placed in the blue bag for cleaning.

30. Workplace Practices In work areas where exposure is likely, do not • eat, drink, or put objects in your mouth • apply cosmetics, lip balm, or contact lenses

31. Minimize Risks Environmental Service is to be contacted to contain, remove and disinfect all blood and body fluid spills. • Wear gloves and other appropriate personal protective equipment if there is the potential of coming in contact with blood or other body fluids. • Put on and remove gloves correctly, being careful not to contaminate your hands. • Don’t wear large rings and be careful not to poke nails through fingertips. • To remove – begin pulling one glove off but before completion, begin pulling the other glove off with the still gloved first hand. • Gloves should almost be inside of one another.

32. Standard Precautions • Standard Precautions are used for all patients, even if you don’t know their diagnosis. • Standard Precautions means wearing gloves, gowns, mask, goggles or other equipment when you anticipate contact with the patients blood or body fluids, secretions and excretions, non-intact skin and mucous membranes. • Standard Precautions helps to protect both patients and hospital personnel from disease causing germs. • Respiratory Hygiene- people should cover their mouth when coughing or sneezing.

33. For Any Blood/Body Fluid Exposure to you: • Wash affected area • Notify your Supervisor and Employee Health • Notify the House Coordinator on weekends • Complete an online incident report as soon as possible 33 of 55

34. Transmission-Based Precautions Transmission-Based Precautions apply to patients with documented or suspected infection or colonization (germs are on skin) that are highly transmissible.Signs and/or beige boxes will be placed on all doors of patients in isolation. They are available in English and Spanish. Contact the nursing staff/supervisor for help if you don’t know what to do before entering the room. Transmission-Based Precautions include • Airborne Precautions • Droplet Precautions • Contact Precautions They are used in addition to Standard Precautions. “If it’s wet and doesn’t belong to you, don’t touch it!”

35. Personal Protective Equipment Always use the required Personal Protective Equipment (95% of infections can be prevented by using protective clothing.)This specialized clothing and equipment provides protection against contact with blood or other potentially infectious materials. • Hands – wear gloves • Face – wear mask or goggles • Body – wear gowns Please note, for most volunteer jobs Personal Protective Equipment is very rarely used. When in doubt, talk to the Charge Nurse or your Service Chair.

36. Emergency Infection Control Concerns-Bioterrorism or Pandemic Influenza Northside Hospital has a plan in place in the event of a bioterrorism event or pandemic flu. These plans are integrated with the emergency preparedness system at the hospital, county, state and federal levels. Guidelines • In the event of an emergency, supervisors will be given explicit information to protect our employees, volunteers and our patients and visitors.

37. Summary Be familiar with key elements of the Infection Control Program. • Wash your hands frequently. • Understand hospital environmental control issues. • Use good workplace practices and follow standard precautions. • Wear protective clothing and use respiratory protection as indicated. • Contact your supervisor immediately if you are exposed to blood or other potentially infectious materials. • For more information, talk to the Manager of Volunteer Services.

38. Interpretation Services Who needs an interpreter? • Any patient who requests one. • Other patients or family members who are Limited English Proficient (LEP), Deaf or hearing impaired. LEP simply means someone is not completely fluent in English. Are interpreters really necessary? • According to Federal Law a patient should receive their care and information in the language or mode they request. This may include foreign languages such as Spanish, Korean, or Arabic as well as languages for the Deaf and hearing impaired such as American Sign Language or lip reading. • Joint Commission requires documentation of patient’s language, their interpretation needs & the methods used to meet these needs in every patient’s chart.

39. How do I get an interpreter? Atlanta hospital campus: Dial ext. 5898 for all services For direct access to the telephone interpreter, dial: 1-800-264-1545 You will be asked for: Your access code (000 + 3 digit dept. #) Your last name Patient's last name Language Note: For needs outside of office hours call the House coordinator by dialing 0.

40. Patient Safety is a part of lay literature…

41. National Patient Safety Goals These goals were created to keep patients, staff and visitors safe. There are many Patient Safety Goals but the one’s most pertinent to volunteers include the following: • Goal I: Improve the accuracy of patient identification • Checking names, records and armbands. • Goal VII: Reduce the risk of health care-associated infections • Hand washing is the key! • It is everyone’s responsibility to identify and report any potential risks in the environment: • torn carpets, faulty wiring, wet floors, etc.

42. Wheelchair Safety • Place wheelchair close to patient. • Make sure chair is locked and foot pedals up. • Stand along side of wheelchair to better assist patients. • Move slowly! • Back into elevators. • Push wheelchair up inclines. • Go down inclines backwards with you leading the way. • Push only to your comfort level.

43. Personal Safety – Body Mechanics • Get close to object before lifting! • Lift with your legs, not your back! • Don’t push objects! Use your biceps to pull the object! • Do not twist with a load! Change your positioning. • Balance is vital! Spread your feet for support.

44. Safeguarding Patient Information • A federal law, HIPAA, contains privacy and security rules that govern the use of protected health information (PHI) • Northside is committed to maintaining the integrity and security of PHI and has developed policies and procedures governing the use of PHI • Northside strongly encourages you to report any issues or concerns you have about the security or integrity of patient information. If you observe or suspect any inappropriate or suspicious activity, it is your responsibility to report it to your supervisor, the Director of Volunteer Services, an Auxiliary officer,or the HIPAA Hotline 404-845-5534. • Failure to comply with privacy and security rules could result in: • Loss of job • Fines • Imprisonment

45. What is PHI? • Protected Health Information (PHI) consists of patient identifiable information delivered via paper, verbal communications or electronic means. Examples include: Patient name Address Date of birth SS# Medical record # Email address Identifiable health information may be shared among caregivers for the purposes of: Treatment, Payment or Healthcare Operations (TPO).

46. Using PHI • Use or disclosure of PHI should be on a “need to know basis”. Access to a system does not imply that it is appropriate to search any patient information at will. In other words, never look at patient information unless it is necessary to do your job. • Only use the absolute minimum necessary patient information • All employees must read and sign a “Confidentiality of Information & Computer Access Code Agreement,” which explains your responsibility to keep information confidential and secure

47. PHI Security • Never leave any PHI data displayed on your monitor or unprotected at your workstation when you are away • Always log out of an application before leaving your workstation • Always place monitors in a location that prevents others from viewing information on the screen • Use screen savers to help ensure confidentiality • Make sure laptops and PCs are monitored and secure • NEVER send PHI via email or the Internet without using encryption that is approved by the IS department • Talk to your supervisor if you suspect a PC is infected with a virus or under any other sort of electronic attack

48. Confidentiality • Never discuss patient information with anyone (e.g. name, diagnosis, employment status, financial status, etc). • Absolutely no information concerning the patient may be discussed outside the hospital to a friend, relative, neighbor or member of the clergy without the patient’s permission. • Volunteers are bound by law to observe a patient’s rights to confidentiality!

49. Confidentiality • Conversations with patients should be limited to cheerful subjects • Be compassionate and understanding • Never offer an opinion on personal affairs • Violation of confidentiality is grounds for dismissal

50. Respect and Confidentiality The dove indicates the loss of an infant. The heart indicates the adoption of an infant. These symbols may be seen posted outside a new mother’s door.