1
Volunteer & Healthcare Workforce Development
ORIENTATION
HANDBOOK
TABLE OF CONTENTS
GENERAL HOSPITAL INFORMATION
Purpose ------------------------------------------------------------------------------------------------------------------------------------------------------------------- 1
Welcome ----------------------------------------------------------------------------------------------------------------------------------------------------------------- 2
History -------------------------------------------------------------------------------------------------------------------------------------------------------------------- 3
Mission -------------------------------------------------------------------------------------------------------------------------------------------------------------------- 4
Vision ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- 4
Values --------------------------------------------------------------------------------------------------------------------------------------------------------------------- 4
Guiding Principles ------------------------------------------------------------------------------------------------------------------------------------------------------ 4
Service Standards ------------------------------------------------------------------------------------------------------------------------------------------------------ 5
Organizational Chart --------------------------------------------------------------------------------------------------------------------------------------------------- 6
MANDATORY SAFETY TOPICS
Body Mechanics -------------------------------------------------------------------------------------------------------------------------------------------------------- 7
Office Ergonomics ------------------------------------------------------------------------------------------------------------------------------------------------------ 7
Electrical Safety --------------------------------------------------------------------------------------------------------------------------------------------------------- 7
Emergency Codes ------------------------------------------------------------------------------------------------------------------------------------------------------ 8
Emergency Hot Line: Ext. 2222 ------------------------------------------------------------------------------------------------------------------------------------- 8
Fire & Life Safety ------------------------------------------------------------------------------------------------------------------------------------------------------- 9
Hazardous Materials Safety Basics --------------------------------------------------------------------------------------------------------------------------------- 9
Infection Control ----------------------------------------------------------------------------------------------------------------------------------------------------- 10
Harrasment ------------------------------------------------------------------------------------------------------------------------------------------------------------ 11
Confidentiality -------------------------------------------------------------------------------------------------------------------------------------------------------- 12
Customer Service ----------------------------------------------------------------------------------------------------------------------------------------------------- 12
Patients Rights -------------------------------------------------------------------------------------------------------------------------------------------------------- 12
VOLUNTEER & HEALTHCARE WORKFORCE DEVELOPMENT POLICIES
Attendance ------------------------------------------------------------------------------------------------------------------------------------------------------------- 14
Agreement ------------------------------------------------------------------------------------------------------------------------------------------------------------- 15
Anniversary Date / Restart Date ---------------------------------------------------------------------------------------------------------------------------------- 15
Background Check ---------------------------------------------------------------------------------------------------------------------------------------------------- 16
Benefits ----------------------------------------------------------------------------------------------------------------------------------------------------------------- 16
Change of Name or Address --------------------------------------------------------------------------------------------------------------------------------------- 16
Competency Assesment -------------------------------------------------------------------------------------------------------------------------------------------- 16
Complaints ------------------------------------------------------------------------------------------------------------------------------------------------------------- 16
Counseling ------------------------------------------------------------------------------------------------------------------------------------------------------------- 16
Dependability --------------------------------------------------------------------------------------------------------------------------------------------------------- 17
Disciplinary Actions -------------------------------------------------------------------------------------------------------------------------------------------------- 17
Dismissal ---------------------------------------------------------------------------------------------------------------------------------------------------------------- 17
Disaster ----------------------------------------------------------------------------------------------------------------------------------------------------------------- 18
Dress Code ------------------------------------------------------------------------------------------------------------------------------------------------------------ 18
Employment Opportunities ---------------------------------------------------------------------------------------------------------------------------------------- 19
Equal Volunteering Opportunity ---------------------------------------------------------------------------------------------------------------------------------- 19
Evaluations ------------------------------------------------------------------------------------------------------------------------------------------------------------- 19
Grievance --------------------------------------------------------------------------------------------------------------------------------------------------------------- 20
Health Requirements ------------------------------------------------------------------------------------------------------------------------------------------------ 20
Identification Badge ------------------------------------------------------------------------------------------------------------------------------------------------- 20
Injuries while volunteering ----------------------------------------------------------------------------------------------------------------------------------------- 20
Introductionary Period ---------------------------------------------------------------------------------------------------------------------------------------------- 21
Medical Staff Relationships ---------------------------------------------------------------------------------------------------------------------------------------- 21
Parking ------------------------------------------------------------------------------------------------------------------------------------------------------------------ 21
Patient Care Areas --------------------------------------------------------------------------------------------------------------------------------------------------- 21
Personal Phone Calls/Cell Pones ---------------------------------------------------------------------------------------------------------------------------------- 22
Resignation Procedure ---------------------------------------------------------------------------------------------------------------------------------------------- 22
Security ----------------------------------------------------------------------------------------------------------------------------------------------------------------- 22
Standards --------------------------------------------------------------------------------------------------------------------------------------------------------------- 23
Sign-In Procedure ---------------------------------------------------------------------------------------------------------------------------------------------------- 23
Smoking ----------------------------------------------------------------------------------------------------------------------------------------------------------------- 23
Solicitation ------------------------------------------------------------------------------------------------------------------------------------------------------------- 23
Telephone Etiquette ------------------------------------------------------------------------------------------------------------------------------------------------- 24
Unacceptable Activities --------------------------------------------------------------------------------------------------------------------------------------------- 24
1
PURPOSE
This Handbook explains Adventist Health White Memorial’s history, philosophy,
practices, and policies, as well as the benefits provided to Volunteers & Interns and
workforce participants, and the conduct expected from you. The more you know
about our organization and our department, the more comfortable you be in
performing your duties.
As a participant, it is your responsibility to become familiar with what is required of
you in daily operations as well as in the event of emergencies. This is your copy; keep
it handy until you become familiar with how to do things. Certain information may
not be needed right away (i.e. what to do before you leave WMMC), so you need to
keep it for future reference as well. A copy will be placed in the Volunteer &
Healthcare Workforce Development binder, which is kept in the area to which you are
assigned. Any changes to policies will be placed in your area.
Our staff is available to assist you and can be reached during our regular work hours:
Volunteer and Healthcare Workforce Development Department
Alicia Román-Anaya |Manager, Volunteer & Healthcare Workforce Development
Program| P 323-268-5000 x4755
Karina Gallardo| Lead Mentor |Workforce Development| P 323-268-5000 x4750
Office Hours:
Monday – Thursday 8:30 a.m. – 4:00 p.m.
Friday 8:30 a.m. – 12:00 p.m.
Office Telephone:
323-260-5739 ext. 6
Address:
1720 E. Cesar E. Chavez Avenue
Los Angeles, CA 90033
2
WELCOME!
Ever since we opened our doors to the East Los Angeles community in 1913, Adventist Health
White Memorial has had a very simple, but important purpose to improve the quality of life
and health of our community. As part of our White Memorial family, you will pay an integral
part in making this happen.
You have joined a Medical Staff team of more than 400 physicians, who are working together
to build stronger healthcare services that will meet the demands of today’s changing
managed care environment.
We’re also part of an innovative system of hospitals called Adventist Health. Through our
affiliations with Adventist Health Glendale, Simi Valley Hospital, Paradise Valley Hospital, and
South Coast, we’re able to provide a wider variety of services to our patients.
And, as part of Adventist Health – a larger system of hospital in the Western United States-
we’re recognized as a leader throughout the healthcare industry.
We’re very happy to have you on board as one of our family of employees. Together we will
commit ourselves to building a better and healthier community in East Los Angeles.
John Raffoul
President
Adventist Health White Memorial
Scott Reiner
Chief Executive Officer
Adventist Health
3
OUR HISTORY
Adventist Health White Memorial was founded in 1913
And named after Ellen White. The hospital began as an
outpatient teaching clinic for doctors training at the
Loma Linda University School of Medicine. The first
Inpatient hospital has grown and expanded several times
Since then, and now is part of a large campus with
inpatient, outpatient, and medical office buildings.
White Memorial become an independent medical
Center separate from Loma Linda in 1962.
Today, Adventist Health White Memorial (WMMC) is
a not-for-profit, faith-based, teaching hospital, which provides
a full range of inpatient, outpatient, emergency, and diagnostic
services to communities in and near downtown Los Angeles.
Keeping our communities healthy has been the mission of
Adventist Health White Memorial ever since our hospital was
founded by the Seventh-day Adventist Church in 1913.
White Memorial services include behavioral medicine,
cardiac and vascular care, intensive and general medical care,
oncology, orthopedic care, rehabilitation, specialized and general
surgery, and women’s & children’s services. As a major teaching
hospital, White Memorial also plays a significant role in
training physicians, nurses, and other medical professionals.
And we are an employer of choice for the communities we serve.
We are affiliated with Loma Linda University and Medical Center, a 797-bed full-service
teaching facility in the San Bernardino County, known globally for its groundbreaking cancer
treatment and transplants, medical research and technology, and children's services. We
were founded by the Seventh-day Adventist Church, one of the world's fastest growing
Christian churches with a total of 9.5 million members. Known for emphasizing healthful
living ever since its origins in 1863, the Seventh-day Adventist church operates one of the
world's most comprehensive networks of health care providers with 615 hospitals, clinics,
medical launches and media planes, orphanages, and homes for the elderly around the globe.
We are a member and supporter of the Latin Business Association, an organization which
promotes the advancement of Latino-owned businesses through business development,
education and advocacy. We are also in partnership with the Los Angeles Minority Business
Opportunity Committee (LA MBOC), a mayor's office program which promotes small and
minority business office contracting.
Adventist Health
White Memorial today
4
MISSION
Living God’s love by inspiring health, wholeness and hope.
VISION
We will transform the health experience of our communities by improving health, enhancing
interactions and making care more accessible.
VALUES
•
Integrity
•
Compassion
•
Respect
•
Excellence
GUIDING PRINCIPLES
I will:
•
Take personal responsibility to ensure the safety of patients, co-workers, and all
others I come in contact with while at work
•
Reach for the highest standards in my work
•
Be honest in all things
•
Provide services that my customers say are excellent
•
Use all resources responsibility and efficiently
•
Treat others with the same compassion and respect I would want my family to
experience
5
SERVICE STANDARDS
Think about coming into a hospital as a patient. You are in a place where people use words you
do not understand, who sometimes ask you to remove your clothes, who poke and prod you, and
generally increase your level of discomfort. Now think about the things that might make you
more comfortable in such a situation. Customer Satisfaction encompasses six fundamentals of
service and is statistically proven to make a difference. What does it mean?
AIDET+ PROMISE
ACKNOWLEDGMENT
•
Eye Contact
•
Smile
•
Stop whatever you are doing so your customer knows they are important
INTRODUCTION / WELCOME
•
Welcome
•
State your name
•
State your department
•
State your role in the patient’s care
•
Identify patient using our two identifiers (Inpatient: Name & MRN / Outpatient:
Name & DOB)
DURATION / TIME EXPECTATION
•
Explain how long the procedure will take
•
Explain how long the test or interaction itself will take
•
Explain how long a patient should be expected to wait before getting the results of
the test
EXPLANATION
•
Explain the test or procedure
•
Explain the role of involved medical staff
•
Explain if the test or procedure will cause pain or discomfort
•
Offer to answer any concerns or questions, or resolve any complaints
THANK YOU
•
Offer the patient verbal and written post-procedure instructions
•
Say, “Thank you for choosing White Memorial Hospital for your healthcare needs.”
+PLUS THE PROMISE
•
The promise is personal commitment of excellent patient care and customer service.!
•
The promise demonstrates that you care about the patient and family.
•
The promise communicates that you are committed to providing excellent care.
•
We use AIDET + Plus the Promise Every Patient Every Time
In a few simple words, you are now building a relationship with the patient. If you ask a
patient “Is there anything else I can do for you?” before leaving them, you’ll make a positive
impression. If you add the phrase “I have time,” you will reduce the need for additional
service later. In one study, call lights on an inpatient unit declined in the 20 minutes after
staff left the patient rooms by an incredible 40%. “I have time.” It shows you care.
6
ORGANIZATIONAL CHART
Adventist Health White Memorial
Volunteer & Healthcare Workforce Development
Board of Directors
President
Chief Operating Officer
Executive Charitable Foundation
Manager
Volunteer & Healthcare Workforce
Development
Area Supervisor
(Where Assigned)
Volunteers & Interns
Workforce Development Participants
7
MANDATORY SAFETY TOPICS
BODY MECHANICS
Lifting Safety: Volunteers & Interns may NOT lift in excess of 20 pounds. Environmental
Services (Housekeeping) should be called to do any lifting of heavy items, and nursing staff
should be called to assist patients/visitors. Keep the following information in mind:
• Most back injuries result from improper lifting. According to the principles of bio-
mechanics, the worst lifting situation occurs when the body is extended over the load.
Also, twisting in the position invites injury. Keep your back upright to shift weight on the
powerful leg muscles and reduce the lever effect.
• Get a firm footing. Keep your feet apart for a stable; point toes out.
• BEND YOUR KNEES. Don’t bend at the waist. Keep the principles of leverage in mind at
all times. Don’t do more than you have to.
• Tighten stomach muscles. Abdominal muscles support your spine when you lift,
offsetting the force of the load. Train muscle groups to work together.
• Lift with your legs.
• Keep load close. Don’t hold it away from your body.
• Keep your back upright and avoid twisting.
Office Ergonomics: Awareness and compliance with proper posture and body alignment at
your workstation will decrease work related injuries.
• Adjust backrest to maintain lower back support / use lumbar pillow
• Adjust chair to allow feet to rest flat on the floor with weight shifted slightly forward
• Work with wrists straight
• To avoid wrist/arm damage work with elbows at 90
O
angle
Tips:
• Listen to your body. Feeling tired or sore can mean you need to adjust
your work position or methods.
• Take stretch breaks when your assignment keeps you in one position for an
extended amount of time.
Electrical Safety
• Inspect all electrical cords for integrity prior to use.
• Be sure plugs fit securely into outlets.
• Grip the head of the plug to remove from socket. (Do not yank on the cord.)
• Use 3-pronged socket for all 3-pronged plugs.
• Be sure all areas surrounding use of electrical equipment are dry. (Including patient’s
body fluids, i.e. blood, i.v. solution, etc. which will conduct electricity.)
• Report any questionable electrical problems immediately to your area supervisor.
• Faulty equipment or cords are to be pulled from service tagged appropriately for repair
8
• Power strips and surge protectors are acceptable. Extension cords and multiple socket
expanders are not to be used.
EMERGENCY CODES
EMERGENCY HOT LINE: ext. 2222
General security need: ext. 0 or ext. 1300
Notify PBX operator. They will dispatch security to your location.
Clean-up issues – spills, trash etc.: ext. 1243 Notify Housekeeping Department.
Hazardous chemical spills: ext. 1700 Notify Laboratory Director.
Defective or Failed Equipment:
Take out of service. Tag with “Stop – Do Not Use”. Notify supervisor/manager.
Utility Failures: 1617
Notify Building Services Department (Maintenance)
9
FIRE & LIFE SAFETY
Safety of life is priority.
During a fire smoke and toxic gases take more lives that actual fire.
Heat Source + Fuel + Oxygen = Fire. Elimination of 1 will put out fire.
•
Know your evacuation plan.
•
Be familiar with location and access of stairwells.
•
Know the types of fire extinguishers available in your area.
•
Do not use elevators.
•
Keep stairways clear for fire personnel.
FIRE/SMOKE
R. C. R. E.
R –escue anyone in immediate danger & close the door
C –onfine – return to area and close all doors
R – Remove anyone in danger to nearest fire safe area
(E –xtinguish if fire is small) Generally not recommended.
*You will go through a departmental orientation on your first day of volunteer work.
HAZARDOUS MATERIALS SAFETY BASICS
Chemical products and medical gases are a necessary component of health care. When handled
incorrectly they can burn, explode, cause tissue damage, or lead to acute and chronic health
hazards. Injuries can occur through inhalation, absorption, splashes, and ingestion.
Chemical Product Labels Provide:
1. Chemical identity
2. Signal words such as “Caution”, Danger”, or “Poison”
3. Information on Hazards such as flammable, corrosive, or irritant
4. Requirements for handling and storage
*** Substances transferred from original container to secondary container must be labeled with
product name, any health and required Personal Protective Equipment
*** M.S.D.S. manuals are maintained in and by individual departments for your reference
Material Safety Data Sheets (M.S.D.S.) are maintained in each department and provide:
1.) Detailed information on Hazardous Materials provided by manufacturer:
A.) Chemical identification
B.) Hazardous ingredients
C.) Fire, explosive and reactivity data
D.) Health Hazards
E.) Special precautions for handling
F.) Any required Personal Protective Equipment such as gloves and eye protection
G.) Proper storage and disposal
10
YOU HAVE A RESPONSIBILITY TO:
1. Know all hazards of any product you work with. You will be oriented by your assigned
supervisor.
2. Read all container labels.
3. Use any required Personal Protective Equipment.
4. Handle, store, and dispose of Hazardous Material Safety.
5. Notify immediate supervisor, security, and environmental services of any spill or release.
6. Report any hazardous material exposure to your supervisor and complete an incident report
(e.g. mishap in the E.R. with rubber gloves).
7. Report all hazardous material spills to Director of the Clinical Laboratory, Ext. 1700 or
Volunteer Service Ext. 4755.
INFECTION CONTROL
WHAT ALL STAFF SHOUD KNOW ABOUT INFECTION CONTROL
When Hand wash
• Upon arrival to work.
• Frequently following a delivery to patient rooms.
• Before and after serving food.
• After using the bathroom.
• Before leaving work area for home.
• After removing personal protective equipment, i.e., gloves (carrying specimens)
Standard Precautions
All patient blood/body fluids will be treated as infectious. Appropriate personal protective
equipment will be worn as needed: mask, eye protection, gloves, gowns, etc. If a participant
has a question as to what is appropriate protective equipment needed, they are to always ask
the nurse in charge of that person. (Participants are not required to enter patient rooms with
restrictions.)
Handwashing
The single most important means of
preventing infections
•
Use water, soap, & friction
•
Wash for 10 seconds
•
After removing gloves
•
When visibly soiled
•
Before and after
P.P.E.
Personal Protective Equipment protects
your mucous membranes and non-intact
skin. Know where to locate:
•
Gloves (if it’s wet)
•
Gown (if it can splash)
•
Mask (if it sprays)
•
Resuscitation Device (CPR)
Biohazardous Waste
Placed in a red, lead-proof plastic bag and
stored in a labeled, rigid container with a
tight-fitting lid.
•
Liquid blood
•
Saturated wound dressing (drippy)
•
Microbiology/Lab Waste
•
Full, sealed sharps container
Linen
•
Clean linen must be covered during
transport and storage
•
Dirty linen must be stored in leak
proof, plastic bags and linen hampers
must be covered
•
All soiled / dirty linen is treated the
same and placed in regular plastic bags.
•
Wear gloves when handling soiled linen.
11
VOLUNTEERS & INTERNS NEVER TOUCH NEEDLES!!!
Alert Systems that Require Additional Precautions:
A: respiratory Alert” sign will be posted outside a patient’s room if there is the suspected
presence of a disease that is transmitted by the airborne route.
*** A VOLUNTEER SHOULD NOT ENTER SUCH A ROOM! ***
Nosocomial Infections are hospital-acquired infections. Those mentioned are ventilator
associated pneumonias, surgical site infections, and bacteremia’s related to central lines.
Resistant organisms, TB cases, and employee exposure are also monitored. Know where your
Infection Control Manual is located. Based on your departmental assignment, your assigned
supervisor will direct you accordingly.
Rules for Volunteer/Work Experience Participants:
• If you are fighting a cold or have a fever, stay home and get will before returning to your
assigned duties. Patient’s who are hospitalized already have their health compromised
– bedsides, with your resistance down, you too are more susceptible to infections.
• If you have been out due to a long-term illness or injury. You must submit a medical
clearance statement from your physician prior to returning to your duties at WMMC.
HARASSMENT
Any type of harassment is not acceptable and should be reported to either your supervisor,
volunteer/job training management or to the Hot Line for anonymous reporting of suspected
breech of ethics Ext. 8833.
a. Gender related= “sexual”
b. Not related to gender
TUBERCULOSIS
•
TB is an airborne disease and is
transmitted by breathing
contaminated air. Active TB is
the presence of sign/symptoms
(cough, fever, night sweats, loss
of appetite and weight loss) and
a positive PPD skin test, chest x-
ray, or AFB smear.
RISK REDUCTION PLAN
What is your departmental role scope?
•
Process – assessment, managing
information or the environment of care
•
Employee Health – screening, reporting
exposures, and immunizations
•
Measures to reduce risk- Universal
Precautions, handwashing, disinfection/
sterilization, food handling, handling
waste/linen
•
Education – orientation, annual
reorientation
12
Both types can be displayed verbally (jokes, sign, intimidation, rumors) or in actions (gestures,
physical contact, pranks). When Adventist Health White Memorial Volunteer & Work
Experience Services Becomes aware that harassment might exist, it is obligated by law to take
prompt and appropriate action, whether or not the victim wants the hospital to do so.
CONFIDENTIALITY
You are responsible for maintaining the confidentiality of all proprietary or privileged
information to which you are exposed while serving as a volunteer or work experience
participant. Whether this information involves a single staff, volunteer, client, or other person
or involves overall medical center business. No one is permitted to remove or make copies of
any Adventist Health White Memorial records, reports, or documents without prior approval.
All participants are required to sign a confidentiality agreement and comply with that
agreement a condition of their participation in our programs. (Graff, 1993) A violation of
confidential information is a violation of hospital ethics. A volunteer may be dismissed
immediately by the Manager of Volunteer Services for such a violation.
.
CUSTOMER SERVICE
Quality Definition: Quality is going beyond what is expected to meet customer needs.
The customers’ perception of how they are treated is a major indicator of how they rate their
care. High tech equipment and a beautiful facility are not worth anything if employees do not
provide exceptional service. It’s how we treat our customers that make
them feel secure, cared for and happy.
Volunteer & Workforce Experience Participants: Since you are an extension
of our staff and on the “frontline” the manner in which you interact with all
patients and guests has a tremendous impact. Ways you can provide good
service:
• Make eye contact with employees and guests and smile
• Offer to provide assistance (directions, opening doors, picking up
something)
• Maintaining a pleasant, helpful attitude
• Make sure your appearance is neat, clean and representative of
WMMC
• Complete your tasks promptly and efficiently
Giving Directions: Visitors are usually unfamiliar with the hospital surroundings. Make and
effort to assist them in location elevators, rooms, departments, cafeteria, vending machines,
etc. Keep in mind the “two turn” concept. If you need to explain to more than two things he
has to do to get where he is going, take him to at least the first turn.
Example: A visitor needs to go to an elevator which can be found only after making a right
and a left turn down a hallway. Treat the visitor as a special guest by walking with the visitor to
the first right turn. This simple courtesy can avoid confusion and lessen the visitor’s anxiety.
GOLDEN RULE
OF SERVICE:
Treat others the
same way you
want to be
treated.
13
PATIENTS RIGHTS
These Patient Rights incorporate the requirements of the Joint Commission on Accreditation
of Healthcare Organizations; Title 22, California Code of Regulations, Section 70707; and
Medicare Conditions of Participation.
Patients have the right to:
1. According to the law, considerate, respectful and comfortable care, should be provided
and made confidential of all communication and records pertaining to patient’s
healthcare treatment. They have the right to respect for their personal values and
beliefs.
2. They need to have a designated family member (or other representative of your
choosing) to notify your physician promptly of your admission to the hospital.
3. Patients should know the name of the physician who has primary responsibility for
coordinating their care. Not only physicians, but also all those professionals involved in
the plan of care (interdisciplinary departments). Patients have the right to receive
information about their health status, course of treatment such as (procedures,
medications) and prospects for recovery in terms that they can understand. Also, they
have the right to participate in the development and implementation of plan of care.
They have the right to participate in ethical questions that arise during care, including
issues of conflict resolution, withholding resuscitative services, and forgoing or
withdrawing life-sustaining treatment.
4. Have the right in decision making regarding medical care, and receive as much
information about any proposed treatment or procedure as they may need to give
informed consent or to refuse a course of treatment. Except in emergencies, this
information shall include a description of the procedure or treatment, the medically
significant risks involved, alternate courses of treatment or non-treatment and the risks
involved in each, and the name of the person who will carry out the procedure or
treatment.
5. Request or refuse treatment, to the extent permitted by law. However, they do not
have the right to demand inappropriate or medically unnecessary treatment or services.
They have the right to leave the hospital even against the advice of physicians (AMA), to
the extent permitted by law.
6. Be advised if the hospital/personal physician proposes to engage in or perform human
experimentation affecting their care or treatment. They have the right to refuse to
participate in such research projects.
7. Reasonable responses to any reasonable requests made for service.
8. Request or reject the use of any or all modalities to relieve pain, including opiate
medication, if they suffer from severe chronic intractable pain. The doctor may refuse to
prescribe the opiate medication, but if so, must inform them that there are physicians
who specialize in the treatment of severe chronic intractable pain with methods that
include the use of opiates.
9. Formulate advance directives. This includes designating a decision maker if they become
incapable of understanding a proposed treatment or become unable to communicate
their wishes regarding care. Hospital staff and practitioners who provide care in the
hospital shall comply with these directives. All patient rights apply to the person who
has legal responsibility to make decisions regarding medical care on their behalf.
14
10. Have personal privacy respected. Case discussion, consultation, examination and
treatment are confidential and should be conducted discreetly. They have the right to:
be told the reason for the presence of any individual. They have the right to have
visitors leave prior to an examination and when treatment issues are being discussed.
Privacy curtains will be used in semi-private rooms.
11. Confidential treatment of all communications and records pertaining to their care and
stay in the hospital. Basic information may be released to the public, unless specifically
prohibited in writing by the patient. Written permission shall be obtained before
medical records are made available to anyone not directly concerned with their care,
except as otherwise may be required or permitted by law.
12. Access information contained in their records within a reasonable time frame, except in
certain circumstances specified by law.
13. Receive care in a safe setting, free from verbal or physical abuse or harassment. They
have the right to access protective services including notifying government agencies of
neglect or abuse.
14. Be free from restraints and seclusion of any form used as a means of coercion,
discipline, convenience, or retaliation by staff.
15. Reasonable continuity of care and to know in advance the time and location of
appointments as well as the identity of the persons providing the care.
16. Be informed by the physician, or a delegate of the physician, of continuing health care
requirements following discharge from the hospital.
17. Know which hospital rules and policies apply to their conduct while a patient.
18. Designate visitors of their choosing, if they have decision-making capacity, whether the
visitor is related by blood or marriage, unless:
a. No visitors are allowed.
b. The facility reasonably determines that the presence of a visitor would endanger
the health or safety of a patient, a member of the health facility staff, or other
visitor to the health facility, or would significantly disrupt the operations of the
facility.
c. They have told the health facility staff that they no longer want a person to visit.
However, a health facility may establish reasonable restrictions upon visitation,
including restrictions upon the hours of visitation and number of visitors.
19. Have their wishes considered, if they lack decision-making capacity, for the purposes of
determining who may visit. The method of that consideration will be disclosed in the
hospital policy on visitation. At a minimum, the hospital shall include any persons living
in your household.
20. Examine and receive an explanation of the hospital's bill regardless of the source of
payment.
21. Exercise these rights without regard to sex, economic status, educational background,
race, color, religion, ancestry, national origin, sexual orientation or marital status, or the
source of payment for care.
22. File a grievance and/or file a complaint with the state Department of Health Services
and/or the hospital and be informed of the action taken.
15
VOLUNTEER & HEALTHCARE WORKFORCE
DEVELOPMENT POLICIES
ATTENDANCE
You are expected to be dependable and punctual. People are depending on you and your
accountability will be key to your success.
A schedule of your weekly service hours is agreed upon you, your assigned department and
Volunteer & Workforce Services. Any variation to from that schedule requires:
1. Notification as much as in advance as possible.
a. Planned time off or permanent change in schedule requires written
notification (Volunteer Request Form)
b. Unpredicted variation in schedule requires verbal notification to assigned
department and Volunteer & Workforce Services (i.e. tardiness due to
transportation, illness, other emergencies)
c. You must make every effort to notify Volunteers & Interns Services &
area supervisor of any absence or tardiness.
2. When calling in information about absences or tardiness include:
a. Your name
b. Your regular work time
c. When the department can expect you to report in
d. Reason for absence or tardiness
Documentation of attendance: (See Sign – In Procedure)
AGREEMENT
When accepted as a hospital volunteer, you signed an agreement that read:
I agree to:
1. Hold as confidential all information that I may obtain directly or indirectly
concerning patients, doctors, or personnel and not seek to obtain confidential
information from a patient.
2. Become familiar with the organization’s policies and procedures, and at all times
uphold its philosophy and standards while on duty.
3. Donate my services to the organization without contemplation of compensation or
future employment.
4. Be punctual and conscientious, conduct myself with dignity, courtesy, and
consideration of others, and endeavor to make my work professional in quality.
5. Furnish and maintain an appropriate uniform and maintain a well-groomed
appearance during my volunteer time
6. Remove uniform and ID badge prior to leaving hospital premises. They must NOT be
worn while off duty.
7. Attend orientation and in-service training as scheduled.
16
8. Cary out assignments and proactively seek the assistance of the job supervisor when
necessary.
9. Take any problems, criticism and/or suggestions to my service area supervisor first
and secondly, to Manager/Coordinator of Volunteer Services.
10. Work a specified number of hours on a schedule acceptable to the organization.
11. Adhere to the department’s sign-in procedures.
12. Notify the supervisor first AND Volunteer Services second if unable to volunteer as
scheduled.
13. A probationary period of 15 hours or 2 weeks is required.
14. I understand that the Volunteer & Workforce Services Department reserves the right
to terminate my volunteer status because of
a. failure to comply with hospital policies, rules, and regulations;
b. absences without prior notification;
c. unsatisfactory attitude, work, or appearance (after 3 documented
counseling’s);
d. any other circumstances which, in the judgment of the department
manager, would make my continued service as a volunteer contrary to
the best interests of the organization.
ANNIVERSARY DATE/RESTART DATE
The first day you report to volunteer is your “Official” anniversary date. (Should there be a
break in service for more that six (6) months the “Re-Start” date will become the new
anniversary date.)
BACKGROUND CHECKS
Background checks will be conducted to all participants over 18 years old. In order to conduct a
background a Social Security Number is required. Individuals who refuse to comply with this
request will not be accepted in the program.
BENEFITS
•
Benefits offered to eligible participants include:
•
Participants who volunteer a minimum of 4 hours in a day and are not
compensated/paid by any agency, are entitled to a $5.00 complimentary ticket. *This
can be used in the Cafeteria, Gift Gallery, and Coffee Connection.
•
Free TB screening annually or X-Rays (Every 3 years).
•
Free flu vaccinations annually
•
Certificate upon completion of 100 hours and special recognition after 500 hours of
volunteering.
•
Volunteers & Interns & Workforce participants are included in many hospital wide social
functions. Employee Picnic, Christmas Brunch.
•
National Volunteer Week festivities (in April).
17
CHANGE OF NAME OR ADDRESS
Notify Volunteer & Workforce Services immediately whenever your name, address, telephone,
or emergency information changes.
COMPENTENCY ASSESMENT
Every volunteer must submit to our annual hospital wide competencies. This test will be
assigned by Education and Training and administered by the volunteer staff.
COMPLAINTS
If a patient or visitor complains about something, don’t argue or offer excuses; simply say, “I’m
sorry you have had difficulty. I will report that to the proper person” and do so. Comments
regarding direct patient care should be directed to the nurse or nurse manager and manager of
customer loyalty. You must also inform the volunteer services department. If the complaint
needs to be heard immediately by someone in authority, contact the Administrative supervisor.
If you have a complaint or problem, report it immediately to the Volunteer & Workforce
Services in person or call (323) 260-5739 ext. 6. You may need to schedule an appointment if
the schedule does not allow them to meet with you on that same day.
COUNSELING
When a participant has work performance problems, the area supervisor should inform the
Volunteer & Workforce Services Department. It is best if the area supervisor is able to counsel
the participant regarding performance concerns since they supervise the day-to-day
performance. This counseling will be documented in the participant’s file in Volunteer and
Workforce Services Department. It is preferred that area supervisors work to instill appropriate
performance and job skills. If after counseling the participant is unable to perform
appropriately, consideration will be given for change of area or termination if supervisor and
manager of Volunteer & Workforce Services feel is appropriate. Disregard of hospital policies by
a participant such as theft, drinking while on duty, using or being under the influence of
controlled substances, inappropriate behavior, etc. may require immediate dismissal by the
Manager of Volunteer & Workforce Services.
DEPENDABILITY
Adventist Health White Memorial Expects From You
1. Dependability: And Accountability Report on time, ready to work
2. Responsibility: Know your own duties and perform them promptly and efficiently.
3. Team Player: Cooperate with staff and fellow Volunteers & Interns.
4. A good attitude: Do your work willingly and with pride.
5. Take Initiative: Perform your duties with minimal instruction /supervision. Look for
ways to do things that need to be done and find way to do tasks more efficiently.
6. Communication:
• Ask questions if you are unclear on how or why you are to perform duties.
• Inform co-workers of any changes in your schedule.
• We expect you to voice your opinions and contribute your suggestions to improve
the quality of volunteer services.
18
7. Compliance with both hospital and volunteer policies.
8. Treat others with respect.
9. Exceptional customer service. (Patients, visitors, vendors and co-workers)
DISCIPLINARY ACTIONS
Unacceptable behavior which does not lead to immediate dismissal may be dealt with in the
following manner:
1. Verbal Warning
2. Written Warning
3. Disciplinary Suspension
4. Dismissal
Discipline may be done in the listed order but may also skip to the commensurate discipline
for the severity of unacceptable behavior. It is the discretion of the volunteer service
manager to decide upon appropriate action.
Written warnings will include the reasons for the volunteer manager’s/coordinator’s
dissatisfaction and any supporting evidence. You will have an opportunity to defend your
actions and rebut the opinion of the volunteer manager/coordinator at the time the warning is
issued.
All pertinent facts will be carefully reviewed, and the volunteer will be given a full opportunity
to explain his or her conduct before any decision is reached. The Director of Human Resources
or another member of senior management will give a second opinion concerning the
unacceptable behavior before dismissal occurs.
DISMISSAL
Participants who do not adhere to the rules of the hospital or who fail to satisfactorily perform
their volunteer assignment are subject to dismissal. No volunteer will be terminated until the
volunteer has had an opportunity to discuss the reasons for possible dismissal with supervisory
staff. However, Volunteers & Interns may be suspended until the issue is resolved.
Participants may be dismissed without warning just for cause. The hospital has the right to
request a volunteer to leave immediately.
Grounds for immediate dismissal may include, but are not limited to:
• Gross misconduct
• Being under the influence of alcohol or drugs, while performing volunteer assignment.
• Theft of property or misuse of hospital funds, equipment or materials.
• Lies or falsification of records (including time sheets).
• Illegal, violent, or unsafe acts.
• Abuse or mistreatment of hospital staff, patients and/or co-workers.
• Unwillingness or inability to support and further the mission the hospital and/or the
objectives of the program.
DISASTER
Participant Duties
19
1. Participants are free to leave the premises when the Disaster Code is announced (Code
Triage). Volunteers & Interns must notify the staff person they report to in their
department as well as Volunteer Services that they are leaving.
2. Participants may report to the Medical Center to assist if they are not already working
when the Code is announced. Photo Identification Badges are provided for Volunteers
& Interns who have passed provisional period of three months or 100 hours of service
which allows them to cross fire and/or police lines in the case of a community disaster.
3. Individual departments may utilize the participants on assignments for their service in
the functions of their disaster plan, if the participant chooses to stay and help.
4. Participants who are not needed in their assigned service area may report to the
General Manpower Pool for directions if they choose to stay and assist during the Code.
5. Volunteer staff will coordinate utilization of Volunteers & Interns with other
departments of the hospital through the General Manpower Pool.
6. Volunteer Office staff will notify and reassure families of Volunteers & Interns who
remain to assist or who may be receiving treatment for injury.
DRESS CODE
PURPOSE
To identify participants and ensure that their appearance is always neat and representative of
the medical center.
SCOPE
All hospital Volunteers & Interns processed through the Volunteer/Workforce program are
required to wear smocks and/or dress appropriately. As determined by departmental
placement.
POLICY
1. The standard uniform is a maroon shirt and is available through the Volunteer &
Workforce Department prior to the start date. This shirt must be worn whenever
reporting to your service area.
2. Dress Code guidelines:
• Skirts (not too short or tight) and slacks are acceptable. (No shorts please.)
• Comfortable closed toed shoes (i.e. tennis shoes) for safety.
• Hosiery (nylons or socks) are required for hygiene and comfort
• Kakis- Black slacks (Dickies)
• Hospital I.D. badge is considered part of your uniform and must be worn with
photo showing on your left collar or on standard issue ID break-away chain.
3. Make-Up/Nail Polish may be worn if in tasteful moderation. (No dark unnatural colors-
nails, lips and eyes) acrylic or other fake nails are not allowed.
4. Jewelry – traditional rings, earrings and necklaces are acceptable if kept to a minimum.
• No dangling earrings
• Studs preferred (limited to 2 per ear)
• No nose or tongue studs/rings.
• No eyebrow or lip studs/rings.
5. Program participants will not be allowed to report to duty without wearing WMMC
Uniform. Exception: If the Volunteers & Interns assigned department requests other
20
attire (i.e. professional, scrubs, etc.) participants may dress using the following
guidelines:
• Modesty (Not too tight, too short or too revealing)
• Professionalism (Not too casual)
• Neatness
• Cleanliness
6. Volunteers & Interns are responsible to keep their uniforms clean and neat; laundering
them frequently.
EMPLOYMENT OPPORTUNITIES
Volunteering & Workforce participants may develop and use skills and general knowledge
applicable to employment, but employment is not guaranteed. Participants interested in
employment are encouraged to regularly check the job listing board in Human Resources and to
apply for positions for which they are qualified. Applicants may use area supervisors as
references. Volunteer & Workforce Services can confirm service hours at Adventist Health
White Memorial. WMMC is an equal opportunity employer. All employment matters are
handled through the Human Resources and Recruitment and Retention Department.
EQUAL VOLUNTEERING OPPORTUNITY
Adventist Health White Memorial’s Volunteer & Workforce provides equal volunteering
opportunity for everyone regardless of age, sex, color, race, creed, national origin, religious
persuasion, marital status, political belief, or disability that does not prohibit performance of
essential job functions. All matters relating to volunteering are based upon ability to perform
the job, as well as dependability and reliability.
EVALUATIONS (Performance Reviews)
Evaluation procedures should be non-threatening and a means for reaffirming positive work
habits and identifying areas for improvement. Evaluations will be performed by your area
supervisor and will include:
•
Attendance (including dependability, punctuality)
•
Initiative and effort
•
Knowledge of your job
•
Attitude, willingness and courtesy, maturity
•
Appearance/dress code
•
The quality and quantity of your work
GRIEVANCE
Any event, condition, rule, or practice which the volunteer believes violates his or her civil
rights, treats him or her unfairly, or causes him or her degree of unpleasantness or unhappiness
on the job. A grievance may also deal with an attitude, a statement, or an opinion held by a
volunteer staff member, volunteer supervisor or a fellow volunteer or staff.
Grievance Procedure- The sole purpose of this Grievance Procedure is to give each volunteer
and Adventist Health White Memorial a chance to clear up any problem, complaint, friction, or
grievance.
1. See the Volunteer & Workforce Department Manager:
21
If you are not satisfied with the Manager’s action of the situation a grievance
conference may be scheduled with the Director of Human Resources.
2. Grievance Conference:
The Director of Human Resources will review the grievance and ask you to meet with
him/her. At this conference, you should feel free to openly discuss your complaint and
substantiate your reason for feeling the way you do; the director will consider your
input and render a decision. In most cases, the matter will usually be resolved at this
stage. If you are still displeased with the decision rendered, you should bring the
problem directly to the Chief Operating Officer (COO).
3. Discuss with COO:
The problem will be discussed with all concerned and final decision rendered. The COO’s
decision will be binding on all.
HEALTH REQUIREMENTS
•
Record of immunizations (MMR); blood titers if records are not available.
•
Documentation of TB current within 6 months.
o If negative, Step II will be given by Employee Health upon starting at WMMC.
o If positive PPD a chest x-ray report current within 3 years is required prior to starting
•
Varicella Titer if working with children.
•
Medical clearance may be required from your physician for any health concerns which
may be impacted by your performing your assigned duties with us. Such cases will be
determined by the Employee Health Nurse at WMMC upon review of your health
questionnaire.
IDENTIFICATION BADGE
Verifies that you are authorized to perform duties within our organization.
•
Badges are considered part of your uniform and must be worn while on duty and
removed upon ending one’s shift.
•
Must be worn on collar
•
Photo must be visible at all times.
•
Provide access to hospital facility.
•
Entitle you to benefits (i.e. discounts in the Restaurant & Gift Gallerie)
•
Must be returned to the volunteer services department upon completion of service
period, termination or during leaves (periods of inactivity).
INJURIES WHILE VOLUNTEERING
If you are injured while participating at WMMC, you are covered by a special supplemental
insurance policy. The coverage is not mandated under state laws, but WMMC provides it as a
courtesy to you for your hours of service to the Hospital. In order for the insurance to work
effectively an Accident Report must be completed at the time of injury*. When you are injured,
inform the department employee management staff immediately. They will complete an
Accident Report first, contact Volunteer & Workforce Department (or Employee Health if
Volunteer Office is closed) and send you to Occupational Medicine. * If the injury is severe go
directly to the Emergency Room.
22
INTRODUCTIONARY PERIOD
Your first 15 or 30 hours or 2 weeks of service are considered an Introductory Period. This will
be a time for getting to know your fellow Volunteers & Interns, your volunteer staff and the
tasks involved in your volunteer service assignment, as well as becoming familiar with WMMC
Volunteer & Workforce Services. During this period, we will evaluate your suitability for
participating in our program and at the same time you can evaluate our program as well. At any
time during this period, if your personal or work habits, attitude, appearance, attendance or
performance do not measure up to our standards, we may release you. If you take approved
time off in excess of five volunteer days during the Introductory Period, it may be extended by
that length of time. Completion of the Introductory Period does not guarantee continued
volunteering for any specified period.
MEDICAL STAFF RELATIONSHIPS
Volunteers & Interns are to maintain an ethical and professional relationship with our medical
staff. Solicitations of free medical advice or prescriptions are considered discourteous. In the
event you might know a physician on a personal “first name” basis, please give the doctor the
professional respect by calling him by his proper title (i.e., Dr. Smith) when in the hospital.
PARKING
Parking is available in employee lots and access will be programmed for your ID badge upon
request. You will have access to lot, #10. Please keep in mind that the parking spaces adjacent
to or in front of our building(s) are for patients and visitors only. Caution: If parking on the
street, observe posted signs for street cleaning days.
PATIENT CARE AREAS
To protect yourself and Adventist Health White Memorial’s, patients, you must accept certain
limits on your activities. As a volunteer at Adventist Health White Memorial, you are not
permitted to do the following:
• Feed patients
• Perform duties outside the scope of the service description and/or orientation.
• Replace an employee; Volunteers & Interns may complement/assist, but not supplant
the duties of a paid worker.
• Give medications of any kind
• Transport medications
• Handle controlled substances
• Take telephone treatment messages or orders from physicians
• Translate for patients to nurses or physicians
• Transcribe physician's orders
• Make entries in a patient's chart
• Empty bedpans
• Discard needles
• Give bed baths
• Lift a patient or change a patient's position in bed
• Escort patients on stretchers alone
23
• Escort patients who are on IV medications alone
• Escort critically ill patients alone
• Enter an isolation room without the nurse's permission
• Attempt to give any form of medical or nursing care, including first aid or CPR
• Perform duties outside the scope of the service description and/or orientation.
PERSONAL PHONE CALLS/CELL PHONES
• Personal cell phones should be put on silent mode while on duty so as not to interrupt
your regular duties.
• Personal call may be made from public telephones during your breaks. Inform family
and friends of this policy so they know what to expect. (Hospital telephones require
employees to use personal access codes to place calls outside the hospital.)
• iPods, earphones, headsets, should not be used during work hours.
RESIGNATION PROCEDURE
1. Notify your supervisor
2. Submit completed Requisition form to Volunteer & Workforce Department with as
much advanced notice possible. (Preferably at least 1 week prior to final day)
3. Return ID
4. Complete “Exit Questionnaire”
*** Please make every effort to notified Volunteer Services in advance or your departure date.
Your accountability is the KEY to the success of this program.
SECURITY
As Volunteers & Interns of WMMC, you are considered an extension of our staff, thus think of
yourself as (“eyes and ears”) of the hospital Security Program. Assist by doing the following:
1. Wear your hospital ID while on duty.
2. Inquire when a visitor looks lost, in need of help, or is acting in a suspicious manner.
3. Enforce lock down provisions. Report and/or secure any exterior doors which are
propped open after 8:00 p.m.
4. After hours visitors, who are not displaying a Visitor Badge, suspicious
5. In an emergency – dial 2222 for operator assistance to get security or law
enforcement. “0” for routine calls.
6. Store your purse or other valuables in a secure place and always lock your car.
7. Park in a well-lit area and request a Security escort to your vehicle during hours of
darkness.
Service Descriptions are maintained for each Volunteer & Workforce Services position at
Adventist Health White Memorial. This description outlines, duties, available hours, the
position of your supervisor, any required skills and a listing of your duties. A copy of the service
description for each specific area is kept in that area’s Volunteer & Workforce Service binder.
Initially this can be used as a guideline in looking for things to do between assigned tasks.
24
STANDARDS
Whenever people gather together to achieve goals, some rules of conduct are needed to help
everyone volunteer together efficiently, effectively, and harmoniously. Some people have
problems with “rules” and authority figures, and experience may have justified these thoughts
and feelings; however, at Adventist Health White Memorial, we hold ourselves to a high
standard of quality where the rules and authority figures simply assure that quality is
maintained.
By accepting an assignment with us you have a responsibility to Adventist Health White
Memorial Volunteer Services and to your fellow volunteer to adhere to certain rules behavior
and conduct. The purpose of these rules is not to restrict your rights, but rather to be certain
that you understand what conduct is expected and necessary.
SIGN-IN PROCEDURES
Time sheets are used to:
• Confirm your contribution of service to Adventist Health White Memorial
• Document eligibility for recognition
• Evaluate the volunteer program.
• (Workforce participants will also maintain a separate time sheet from their placement
agency for calculating pay.)
All participants are required to sign and/or clock in when reporting to duty. Be sure your
supervisor initials your time sheet when you sign out to confirm your hours for the day. Your
current time sheet should be kept in the Volunteer & Workforce office. You are accountable for
you time sheet and must make every effort to ensure its accuracy. Failure to submit your time
sheet monthly will result in postponement of volunteer work assignment. Time sheets should
be submitted to our office at the end of each month or upon resignation.
1. Volunteers & Interns must sign in when they report for duty.
Sign: Name Write: Date, Time In
2. Volunteers & Interns must sign out when they complete their assignment.
Write: Time Out, Daily Hours (round off to next half-hour)
Have supervisor initial your time sheet to confirm hours
SMOKING
Adventist Health White Memorial recognizes the serious health hazards tobacco use presents
to both smokers and nonsmokers. We also understand that smoking is a leading cause of
morbidity and disability in the United States. Because of WMMC's desire to provide a healthy
and safe environment for all and continue to lead the way in promoting healthy behaviors,
WMMC encourages health improvement, healing, disease prevention, and the reduction of all
health risks and hazards caused by smoking. Effective November 17, 2011, Adventist Health
White Memorial will become a smoke-free campus. No person will be allowed to smoke in any
space, corridor, office, building, sidewalk, plaza, tunnel, ramp, parking lot, roof, balcony,
stairwell, loading dock, etc. owned or leased by Adventist Health White Memorial. This policy
supports the "Smoke-Free Campus" policy.
25
SOLICITATION
To avoid disruption in the operation of the hospital or interference with patient care, Adventist
Health White Memorial policy prohibits persons to solicit or distribute unauthorized literature
on the hospital properties at any time for any purpose in the areas of the hospital.
TELEPHONE ETIQUETTE
It is a hospital policy that Volunteers & Interns identify themselves and the department,
whenever taking a call: i.e., “Guest Relations Desk, Silvia Frausto, and Volunteer.”
Telephone Techniques
After the phone has rung and before answering it, it is important to be prepared physically and
mentally for the call.
• Have a positive attitude about the call when the telephone rings…instead of thinking of
it as an interruption, see the call as an opportunity (e.g. to be of service, to clarify, to get
information you need, etc.)
• Focus on the caller
• Physically and mentally turn away from distractions (e.g. a cluttered desk, stack of
papers you need to read, the equipment you we are fixing, etc.)
• Have paper and pencil (that works) available next to the telephone.
• Turn off noisy equipment (typewriters, printers, etc.)
• Stop talking or laughing before you pick up the telephone
• Take a deep breath (your voice will be clearer)
• SMILE- the warmth and friendliness come through your voice
Procedure for Taking Accurate Messages
It is important when taking a telephone message that all the information be accurately written.
The following guidelines are the correct procedure for taking messages:
• Date all messages
• Note time of call
• Record the caller’s name and verify spelling
• Record telephone number and extension, if any
• Record message
• Volunteers & Interns taking a message are to sign their name legibly
• Deliver message promptly
UNNCACCEPTABLE ACTIVITIES
We expect each person to act in a mature and responsible way at all times. However, to avoid
any possible confusion, some of the more obvious unacceptable activities are noted below.
Your avoidance of these activities will be to your benefit as well as the benefit of Adventist
Health White Memorial Volunteer Services. If you have any questions concerning any volunteer
or safety rules, or any of the unacceptable activities listed, please see your volunteer staff for
an explanation.
26
Occurrences of any of the following violations, because of their seriousness, may result in
immediate dismissal without warning:
• Willful violation of any hospital rule; any deliberate action that is extreme in nature and
is obviously detrimental to Adventist Health White Memorial.
• Willful violation of security or safety rules or failure to observe safety rules or Adventist
Health White Memorial safety practices; failure to wear required safety equipment;
tampering with Adventist Health White Memorial equipment or safety equipment.
• Negligence or any careless action which endangers the life or safety of another person.
• Being intoxicated or under the influence of controlled substance drugs while
volunteering; use or possession or sale of controlled substance drugs in any quantity
while on hospital premises except medications prescribed by a physician who does not
impair volunteer performance.
• Unauthorized possession of dangerous or illegal firearms, weapons, or explosives on
hospital property or while on duty.
• Engaging in criminal conduct or acts of violence, or making threats of violence toward
anyone on hospital premises or when representing Adventist Health White Memorial;
fighting, or horseplay or provoking a fight on hospital property, or negligent damage of
property.
• Insubordination or refusing to obey instructions properly issued to you by your
volunteer manager/coordinator.
• Threatening, intimidating, or coercing fellow Volunteers & Interns; unauthorized
possession or removal of any hospital property, including documents, from the premises
without prior permission from management; unauthorized use of hospital equipment or
property for personal reason; using hospital equipment for profit.
• Dishonesty; willful falsification or misinterpretation on your application for volunteering
or other volunteer records; alterations of hospital records or other hospital documents.
• Breach of confidentiality of personnel information.
• Malicious gossip and/or spreading rumors; interfering with another volunteer on the
Job; willfully restricting volunteer output or encouraging other to do the same.
• Immoral conduct or indecency on hospital property and/or off-site locations.
• Vandalism.
• Harassment of any kind towards staff, patients, or Volunteers & Interns.
27
Dear Volunteer Applicant:
Thank you for your interest in volunteering with Adventist Health White Memorial. Please carefully
review the enclosed application materials. This will be your initial source of general information
regarding your responsibilities as a volunteer at Adventist Health White Memorial.
As a volunteer, you will have the opportunity to learn many things from this environment of caring,
commitment and responsibility. You will gain valuable work experiences for college, resumes, and
employment applications as well as accrue the volunteer hours needed to meet school or
community service requirements.
Volunteering can be fun, but it is also a serious commitment. Therefore, offer your services only if
you intend to do your best, have the time and ability to do so, and can accept guidance and
supervision with maturity and enthusiasm.
Your parent or guardian must approve your volunteer participation (if under 18), and you must
provide a written recommendation from a teacher, counselor, coach, mentor or friend. Once your
application and necessary paperwork has been completed you will need to contact the volunteer
office to schedule an interview.
Pre-Requisites to Volunteering/Internship:
1. At least 15 years of age.
2. PPD tuberculosis (TB) skin test done within 6 months of application date. If history of
positive PPD: Copy of chest x-ray results done within 3 years of actual start date.
3. Proof of appropriate immunizations (i.e., MMR-Measles, mumps, and rubella)
4. Varicella titer (only if you have had Chicken Pox) or immunization
5. IF ACCEPTED: A COVID-19 Swab Test is required. Testing is not managed by the AHWM
hospital. You can schedule your appointment on this site
https://la.curativeinc.com/welcome any center of your choice and provide a negative
test result for COVID a week prior to start date.
6. Complete Orientation Post Test (see attached)
7. Agree to report on TIME regularly in full uniform, including ID badge and in compliance
with the dress code each time you arrive at your assigned area.
We look forward to you joining our Team of Volunteers & Interns. Your talents and
willingness to help others will strengthen Adventist Health White Memorial’s mission in our
East Los Angeles community. If there are any questions please feel free to contact Alicia
Anaya at 323- 260-5739 ext. 6 or email at [email protected]
Sincerely,
Volunteer Services Team
28
HEALTHCARE WORKFORCE DEVELOPMENT/VOLUNTEER
APPLICATION CHECKLIST
A check list is provided below for your use. The materials on the checklist are required
and must be with you when you interview with the Manager of Workforce
Development/Volunteers & Interns. The interview will be cancelled if there are missing
materials.
________Completed Application (on-line)
________Education Status (on-line)
________Orientation Post Test (print out)
________Volunteer Agreement (on-line)
________Confidentiality Statement (on-line)
________Authorization Consent Photograph (on-line)
________Code of Conduct Acknowledgement (on-line)
________Letter of Recommendation completed by individuals not related to you
(print out)
________CONFIRMATION OF VOLUTEER ORIENTATION (print out)
________Documentation of Measles, Mumps and Rubella (MMR) Immunization
________Receipt/Acknowledgement Handbook (on-line)
________Documentation of negative TB test within the past six months.
*** If history of positive PPD:
________Copy of chest X-ray results done within 3 years of actual start date.
________Influenza Vaccine *Seasonal (October 01-March31)
________Original valid Driver’s License or State ID, or another picture ID if neither of
these are available
________IF ACCEPTED: A COVID-19 Swab Test will be required. Testing is not managed
by the AHWM hospital. You can schedule your appointment on this site
https://la.curativeinc.com/welcome any center of your choice and provide a negative
test result for COVID a week prior to start date.
29
FORMS
The following forms need to be printed and must be with
you when you interview.
The online forms such as the Application, Volunteer
Agreement, etc., will be printed by the Manager in the
Volunteer Department.
30
Volunteer & Healthcare Workforce Development
Orientation Post Test
1. Our Mission: AHWM adheres to the Adventist health approach to providing
healthcare. We are a family of caring people, reaching out and continuously
seeking to improve the quality of life and health of community with: A
passion for excellence, A spirit of Christian service and A commitment to
medical education
Page 4
True
False
2. Our Vision: The vision is our dream for our hospital- what we’re working for
as we progress towards the future: Building on our legacy of primary care
and medical education, AHWM will become regionally respected for specialty
and tertiary health care in Los Angeles. We will be known for our
unwavering pursuit of excellence in quality, innovation and service.
Page 4
True
False
3. Patients have the right to considerate and respectful care.
Page 12-14
True
False
4. Patients have the right to confidential treatment of all communications and
records pertaining to their care and hospital stay.
Page 12-14
True
False
5. Volunteers & Interns and Workforce participants are not required to give
extra good service because they are not paid.
True
False
6. Volunteers & Interns and Workforce participants unlike employees are
exempt from keeping confidentiality.
Page 12
True
False
7. If you are unable to report to duty you must contact both your area
supervisor and the Volunteer & Workforce Services Department.
Page 14-15
True
False
8. It does not matter how you lift heavy objects as long as you know your own
limits.
Page 7
True
False
9. Reporting damaged electrical cords or equipment is not the responsibility of
a volunteer or work experience participant.
Page 7
True
False
10. Sexual harassment is displayed only by physical acts.
Page 11
True
False
11. The 2-Turn concept means – when giving someone directions, take them to
at least the first turn if there are more than two turns to their destination.
Page 12
True
False
12. If during a Disaster Response (code Triage) you are not needed at your
assigned area, you may report to the General Manpower Pool to assist
where ever you are needed.
Page 18
True
False
13. If the patient requests it, Volunteers & Interns and Workforce participants
may raise or lower a patient’s bed without checking with the patient’s nurse.
Page 21-22
True
False
Name: _____________________________
Date: _____________________________
Phone Number: _____________________
31
14. You may not report to duty under the influence of any drug, alcoholic
beverage, intoxicant or other substance (including legally prescribed drugs
and medicines), which affects the ability to work safely and efficiently.
Page 18
True
False
16. M.S.D.S. (Material Safety Data Sheets) are provided by the manufacturers
and give detailed information on Hazardous Materials.
Page 9
True
False
17. You are required to wear photo ID with the photo visible at all times in
compliance with dress code and for security purposes.
Page 20
True
False
18. Hand washing, the single most effective way of preventing the spread of
infection requires soap, running water and 10 seconds.
Page 10
True
False
19. Standard Precautions means that all blood and body fluids are always
considered contaminated and precautions should be used to prevent and
control infection.
Page 10
True
False
20. If you are injured while on duty, you must report it to your area supervisor
and complete an Accident Report.
Page 21
True
False
21. You should sign in when you report to duty and sign out when you complete
your assignment for the day.
Page 23
True
False
22. Smoking is allowed in the hospital as long as you are on your break.
Page 23
True
False
23. Dial 222 to report any emergency within the hospital.
Page 8
True
False
24. During a Code Red (Fire) Do not use the elevators and close all doors.
Page 8
True
False
25. Code Gray signifies a security emergency in the hospital. I should stay clear
of this area.
Page 8
True
False
26. In case of a fire or smoke, remember: Life safety is primary, therefore
remove those in immediate danger/close the door, sound alarm.
Page 9
True
False
27. It doesn’t matter what I wear as long as I am comfortable.
Page 18-19
True
False
28. As long as I turn in my I.D. no notification of resignation is needed.
Page 22
True
False
Signature: _______________________________________
32
VOLUNTEER - LETTER OF RECOMMENDATION
Volunteer Name______________________________________________ has applied to
the Volunteer program at Adventist Health White Memorial. To help us get to know
the applicant, please complete the following information. Letter of Recommendation
cannot be submitted by a family member. Acceptable recommendations for example
are: Teacher, Counselor, Coach, Mentor or Friend.
Name: __________________________________Date: ______________________
Address___________________________________________________________
Phone_________________ Relationship to applicant___________________
How long have you personally known the applicant? ______________________
How well do you know the applicant? □ very well □ well □ casually □ other
________________________________________________________________________
________________________________________________________________________
PLEASE CHECK THE FOLLOWING:
Good
Fair
Comments:
Cleanliness, neatness/grooming
Dependability
Trustworthiness
Punctuality
Shows initiative
Follows instructions
Accepts constructive criticism
Compatibility with peers
Compatibility with adults
Comments:
______________________________________________________________
______________________________________________________________
Signature: ________________________________ Date: ________________
33
CONFIRMATION OF VOLUNTEER ORIENTATION HANDBOOK
Print Volunteer Name: Orientation Date:
I am aware of the Department of Volunteer Services Policies and Procedures and/or
practice standards for the following: (Please initial each area)
Initial:
Mission, Vision, Guiding Principles and Values
Absence/ Vacations/Holidays/Illness
Accident/ Incident Reporting
Coaching/Counseling/Termination
Corporate Compliance Responsibility
Customer Service/ Quality Awareness
Emergency Procedures & Codes
HIPPA/ Confidentiality
Infection Control
Patient Rights
Patient Safety
Professional Behaviors
Training/Education Requirements
Uniform and Dress Code
Volunteer Safety/Body Mechanics
I have completed HIPPA Core Training (separate signed quiz).
I have reviewed and understand the policy for Medical Evaluation/ Treatment for On Duty
Volunteer Injury.
I have signed a COMMITMENT TO CONFIDENTIALITY statement, contained in the volunteer
application.
Volunteer Signature: Date:
Orientation Facilitator Signature: Date:
34
HELPFUL INFORMATION
• Application Process: Applicants are recruited and selected based on their
availability and interest as well as the needs of the health system.
Applications may be completed on the hospital’s website. Applicants over
the age of 18 are required to sign a release to a criminal background check.
• Interview: Volunteers & Interns are interviewed by the Volunteer Services
staff and placed according to interest & availability. Placement is
determined by the Manager of Volunteer Services.
• Orientation: Volunteers & Interns will attend a 1:1 General Orientation
designed to present an overview of the health system and of the Volunteer
Services department. It includes organizational structure, policies, safety
and emergency procedures, infection control, and customer service
expectations. The session is held by the Volunteer Services staff.
• You’re First Day: Park in the visitor parking 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 & Interns in your assigned
area. There, you will receive training by hospital staff or a fellow volunteer.
35