volunteer services - covenant health · assurance of quality service to our patients and community....

Compassion - Respect - Collaboration - Social Justice - Integrity - Stewardship

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GREY NUNS COMMUNITY HOSPITAL

Volunteer Services (780) 735-7270

Information Handbook


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Welcome to our team! Welcome to the Grey Nuns Community Hospital. As a volunteer, you will be joining a team of health professionals dedicated to a common purpose. Through the sharing of your talent, skills and gift of time you enable others to be cared for in a more holistic manner. This manual was designed to provide you with relevant general information about our facility, program and procedures as they affect you in your volunteer assignments. It is our hope that we will provide an opportunity where you can grow and learn and that we as a community hospital will benefit from your input. Your participation in the orientation, training and in-services offered to volunteers by the Grey Nuns is your assurance of giving yourself the best possible volunteer experience. It is our assurance of quality service to our patients and community. We recognize, encourage and value the many contributions of all volunteers from the community. Thank you for choosing the Grey Nuns – we look forward to sharing a rewarding volunteer experience with you. Please know that if you have any questions or concerns about your role, just ask.

Volunteer Services Staff


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History of Grey Nuns Community Hospital

In 1737, Mother d’Youville gathered a group of dedicated women and, in response to those less fortunate, formed a religious community in Montreal. This small group became known as the Grey Nuns. In 1859, four of the Grey Nuns came to Alberta and opened a hospital at Lac St. Anne. Four years later, the Sisters moved to St. Albert where they worked for many years among the Indians. After the smallpox epidemic of 1870, which killed one third of the population, the Sisters founded central Alberta’s first hospital in St. Albert, a hospital which operated from 1881 until the opening of the Edmonton General Hospital. By 1895 the Sisters purchased a block of property facing Jasper Avenue from the Hudson’s Bay Company. The Edmonton General Hospital was built in 1895 at the cost of $30,000 and accommodated 35 patients. Major expansion took place in 1968 and also in 1982 with the opening of the Youville Wing. In 1988, the Grey Nuns Hospital opened an acute care facility and the Edmonton General Hospital became an Auxiliary care facility. In 1991, the Edmonton General Hospital and the Grey Nuns Hospital merged with the Misercordia Hospital. The three catholic hospitals are known as Caritas Health Group. In 1994, the Grey Nuns Hospital became a Community Health Centre. As a Community Health Centre there is a greater focus on community based and ambulatory care services. In 2008, Grey Nuns Community Hospital was one of 16 Catholic Health Care facilities in Alberta to form Covenant Health.


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History of Covenant Health Covenant Health is Canada’s largest Catholic provider of health care. Building on a 146-year tradition of compassionate care in Alberta, Covenant Health’s team of over 14,000 staff, physicians and volunteers serve Albertans with a range of acute care, continuing care, assisted living, rehabilitation and palliative care services in 16 facilities in 11 communities across the province. W. John Brennan chairs the Covenant Health Board of Directors and Patrick Dumelie serves as President and CEO.

Our Mission We are called to continue the healing ministry of Jesus by serving with compassion, upholding the sacredness of life in all stages, and caring for the whole person—body, mind and soul.

Our Values As a Catholic organization, we are committed to serving people of all faiths, cultures and circumstances according to our values: compassion, respect, collaboration, social justice, integrity and stewardship.

Our Vision Inspired by our mission of service, we will be leaders and partners in transforming health care and creating vibrant communities of health and healing.

Service Capacity 977 acute care beds 20 sub-acute care beds 119 palliative care hospice beds 1,512 continuing care beds 256 mental illness beds

Team 11,120 Employees 812 Physicians 2,536 Volunteers

Annual Budget Approximately $856million


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Activity 195,649 Emergency visits 9,867 Babies born 44,904 Surgeries 417,083 Outpatient visits 260,064 Diagnostic Imaging exams 3.2+ million laboratory tests performed Note: Statistics are confirmed from the 2015/2016 fiscal year as reported in October 2016.

www.CovenantHealth.ca


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Department of Volunteer Services

Purpose of Volunteer Services In keeping with the mission of Covenant Health our purpose is “to support the Grey Nuns Community Hospital by enhancing and extending the services that are provided to our patients or clients, by promoting and enabling community interaction through volunteerism.” The main functions of our Volunteer Services Department are to: Recruit, interview, orient, train and place volunteers in appropriate areas. Assist the Associates of Caritas in promoting and developing their projects. Work with community agencies to assist them in meeting their goals. Develop volunteer outreach programs. Support and enhance all services offered through the departments at the Grey Nuns

Community Hospital, as appropriate.


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Associates of Caritas (A.O.C.)

On April 1, 1995, The Misericordia Hospital Voluntary Association and the Volunteer Network Association of the Edmonton General and Grey Nuns Hospitals officially merged to become the Caritas Volunteer Association. In June 2002, the name was changed to “Associates of Caritas” to clarify the role of the organization. The A.O.C. is incorporated pursuant to the Societies Act of Alberta.

A.O.C. Mission Statement In cooperation with the Covenant Health Volunteer Services departments, our mission is to generate revenues to complement and support the activities of Covenant Health, and to enhance patient/resident care and comfort. Three of the Associates’ objectives are: To provide services for patients, volunteers, hospital staff and visitors. To support Covenant Health through promotion of its purposes and objectives. To operate businesses and other internal, fundraising services in Covenant Health premises.

How this pertains to you as a volunteer… When you become a volunteer within the Grey Nuns Community Hospital, Misericordia Community Hospital or the Edmonton General Continuing Care Centre, you become a member of the Associates of Caritas, according to the Association Bylaws. Your membership entitles you to receive a 10% discount on any gift purchase in the Gift Shop. Those volunteers over sixteen years of age will also receive an invitation and be eligible to vote at the Annual General Meeting, which is held in June of each year.

Businesses that are operated on the Grey Nuns site by the A.O.C. are: Gift Shop Flower Shop Telephone and Television Rentals


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Making a Commitment

Before you commit yourself to any type of volunteer service, you should carefully consider all that is involved. Changing your mind later often has widespread impact. We require a minimum of a 6 month commitment for all volunteering positions. One of the most common concerns expressed about volunteers is their unreliability. Unfortunately, this complaint does have considerable factual basis. Many volunteers do fail to keep their commitments. Before making a commitment please consider: The assignment description. Make sure you clearly understand what is expected of you.

Your values, ethics and goals. These should not conflict with those of the organization you

will be working with.

Your contribution – will it be meaningful to you?

Your objectives – will they be met?

Home and business commitments. You should consider if and how these are liable to change in the future.

Time and method of travel.

Your available time. Don’t over commit yourself.

Potential costs. Find out first what these are liable to be.

What provisions can be made if there is a need to change or alter the commitment. Volunteers shall be placed in assignments in a manner that best benefits the patient, the hospital and the volunteer.

“He who is slowest in making a promise is most faithful in its performance.” Jean Jacques Rousseau


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Hours of Assignment

Volunteers shall be scheduled according to their availability and the needs of the patient/resident or the department in which they will be working. It is the responsibility of the volunteer to contact Volunteer Services and their client or department that they report to prior to making any changes in their schedule. Upon request, volunteers may work on a flex time basis depending on their placement area.

Attendance

Volunteers are required to attend their scheduled volunteering shift each week. Volunteers are expected to arrive on time and stay the agreed period of time.

Volunteers are requested to sign in and out on the computer or, if the computer is down,

sign on the clipboard. Volunteers are not permitted to sign out ahead of time.

Volunteers, e.g., Home crafters, are asked to keep track of their hours and submit them as arranged with office staff.

Volunteers unable to work as scheduled must phone their supervisor and Volunteer

Services, giving as much notice as possible of absence. Three absences without notification will result in the volunteer being removed from the

position and being placed on hold until a meeting regarding attendance is held with the Volunteer Services Coordinator. The Coordinator does reserve the right to terminate volunteers due to excessive absences or poor attendance without notice.

All volunteers shall report to their Supervisor in the assigned area:

upon arrival; when leaving area for a meal or coffee break; upon completion of the assignment.

Weekend volunteers shall directly contact a staff member in their assigned area if calling in

their absence on the same day as their shift is scheduled.

Statutory Holidays

The Volunteer Services office is closed on Statutory Holidays. Volunteers are not expected to come in on those days. However, if you are a patient visitor and would still like to attend your shift as normal, you are more than welcome to.


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Support and Supervision

All volunteers shall have a designated staff member, Unit Clerk or Charge Nurse, within their assigned area who is their supervisor. Volunteers shall refer to the supervisor or other designated staff member for any questions, concerns or directions relative to the assignment. The supervisor or designated staff member shall provide the volunteer with all relevant information necessary to perform the assignment.

Volunteer Screening Prior to being accepted as a volunteer you will be required to provide: Completed Application An Interview with the Volunteer Services Coordinator. This interview does not guarantee

placement within our program. Two completed written references – employers, volunteer supervisors, teacher or co-

workers are preferred for references. Baseline Health Screening for Volunteers including proof of immunity to Mumps, Measles,

Rubella, and Chicken Pox. If there is a lack of immunity, volunteers must receive vaccines before becoming a volunteer with Covenant Health. No exceptions.

A Clear Criminal Record Check completed by the Edmonton Police Service. If the applicant does not reside within the city limits, a criminal record check must be performed by the R.C.M.P within their jurisdiction.

Parking

Parking is free of charge for volunteers of the Grey Nuns Community Hospital. Upon commencement of your volunteer assignment, you will be given your photo identification and parking pass, which will allow you to park in the main parking lot, P3. Overflow parking will be available in P4 if P3 is completely full. Volunteers can drive up to the gate, pick up the security phone, and inform Security that P3 is full and they require parking. Passes are non-transferable and to be used only during your shift. If you decide to close your volunteer file, the issued identification and parking pass must be returned as soon as possible or security reserves the right to bill you.

Identification

Volunteers must wear their identification name tag while on duty within the Grey Nuns. Identification badges remain the property of the Grey Nuns Community Hospital and are to be returned to the Department of Volunteer Services upon termination of volunteering or on demand by the hospital.

If you lose your ID badge, there is a $10.00 charge to have it replaced.


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Uniforms and Dress Code It is of the utmost importance to create an atmosphere that is reassuring to the patient and visitor. Volunteers are expected to project a professional image by being neat, clean and

appropriately dressed. No ripped jeans, sweatpants, scrubs, low cut tops, short shorts, mini skirts. When at our hospital, a volunteer smock and name tag are to be worn at all times. Comfortable, quiet, low-heeled and closed toe shoes are to be worn. Perfume or cologne is not permitted due to our No-Scent Policy. Long hair should be tied back. Keep your jewellery to a minimum. If you cannot wear it to work or school, you should not wear it to volunteer.

Insurance

Liability insurance and Worker’s Compensation coverage is provided for each volunteer who has signed in, is performing within his/her assignment description and wearing identification for the coverage to be effective. This liability coverage applies providing that the volunteer is working within the parameters of his/her volunteer assignment description, whether duties occur on or off the hospital property.

Protection for Person’s in Care Act

All volunteers who have “good reason to believe and believe” that a patient or resident has been abused shall report the abuse to the government officials and appropriate management personnel. A pamphlet is provided to each new volunteer to the program. Assist the patient/resident as required. Notify the manager (or appropriate management representative). Phone the government hotline 1-888-357-9339. Failure to report can lead to a fine.


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Infection Prevention: Volunteers

Many of the people that you will encounter as a volunteers are vulnerable to infections. Please do not report for duty if you have a cold and/or are not feeling well. Bacteria and viruses are passed BY HANDS more often than by any other means so it is important that all healthcare workers and volunteers clean their hands frequently. Cleaning your hands is the easiest and most effective way to prevent the spread of infection. There are 2 ways to clean your hands:

Using Alcohol-Based Hand Rub (Hand Sanitizer) e.g. Microsan 1. Dispense a thumbnail size (1-2 pumps) onto to the palm of your hand. 2. Cover all surfaces of your hands: back, front, between fingers, and under nails. 3. Rub for 15-20 seconds and continue until dry.

Using Liquid Soap and Water: use liquid soap and water when your hands are visibly dirty and contaminated.

1. Wet Hands and apply liquid soap. 2. Vigorously wash all surfaces of your hands: back, front, between fingers, and

under nails for 15-20 seconds. 3. Rinse hands with warm (not hot) water. 4. Dry hands with paper towel then use the paper towel to turn off the taps.

When to wash your hands:

when coming on duty

before meals

after using the bathroom

after touching your nose or mouth (example: sneezing or coughing)

before and after visiting a patients room including: direct contact with patient, items in patient’s environment (water jugs, trays, personal items), the patient’s environment (bed, bedrails, etc)

before putting on gloves and after taking gloves off. Other Infection Prevention Facts:

Volunteers are not permitted to enter any room in which Precautions Signs (also referred to as “Isolation”) are posted. The Precautions Signs are brightly colored and are posted at the entrance of a patient’s room.

When interacting with patients, the possibility of exposure to body fluid exists. If you notice or witness an incident that involves the potential of exposure to a body fluid (such as vomit, urine, feces, spit, pus, blood), notify the nursing staff/charge nurse immediately. DO NOT ATTEMPT TO CLEAN UP ANY OF THESE SUBSTANCES.


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Accidents/Incident Report

In cases where incident or illness is considered minor in nature, the supervisor may send the volunteer to Occupational Health and Safety or to the volunteer’s personal physician. For any serious incident or illness, the volunteer shall go directly to Emergency. Should an accident occur to a volunteer, it must be reported immediately to the supervisor or designate in the department assigned. All accidents shall be reported at the earliest possible convenience to the Manager or Coordinator of Volunteer Services. An Accident/Incident Report must be filled out as soon as possible and within 24 hours in accordance with the WCB policy.

Confidentiality

Volunteers shall read and sign the “Pledge of Confidentiality” form prior to commencing their volunteer assignments. This form will be kept in the volunteer’s file. While volunteering you may come into contact with information relative to patients, staff, or other volunteers. This information is to be kept confidential and not to be discussed with anyone, including the family of patients. Direct any concerns regarding a patient towards the healthcare professional directly responsible. Both the volunteer and the Grey Nuns Community Hospital can be held liable for information that is not kept confidential. It is important that you do not encourage confidences whereby you would be obligated to keep vital patient information from healthcare staff.

Smoking The Grey Nuns Community Hospital is a non-smoking facility. Smoking is not allowed in or on the properties of Covenant Health and Alberta Health Services. Volunteers who choose to smoke may do so off the property.


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Wheelchair Guidelines

Things to remember: Treat people as you would like to be treated yourself. A permanently disabled person is not sick, incompetent, dependent,

unintelligent or contagious.

Before moving a patient, authorization from your supervisor is required. Always be aware of the patient’s comfort and safety by following the general rules listed below: 1. Always introduce yourself and be friendly, co-operative and cheerful. Avoid pushing

your help on the patient. 2. Always ask the patient if he/she is ready before moving the wheelchair, and tell them

where you are going. 3. Always check the handbrake and see that it is locked when the wheelchair is not in

motion. Check that the armrest and leg rests are secure. 4. Always see that the patient’s arms are resting inside of the arm rests and never hanging

over the side of the wheelchair. 5. Always see that the patient’s feet are securely placed on the foot rests. 6. Always turn the wheelchair around so that it is descending backwards when going down

an incline or when entering an elevator or going over a curb. Use tipping lever to go up a curb. Do not attempt steep inclines unless you are sure you can hold the weight of the person and maintain full control.

7. Always stay with the patient until your supervisor is notified that the patient has arrived

at his/her destination and given you permission to leave. 8. When pushing or being pushed, speak loud enough to be heard. Whenever possible

speak face to face at eye level. If speaking in a group include everybody. 9. Avoid quick steps, this may throw the patient forward. 10. Never lift a patient out of a wheelchair. 11. Stay alert, unhurried, and be aware that hallways should remain clear and uncrowded. Note: Be sure seat belt is always fastened, if there is no seat belt check with the Nurse.


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Meal and Coffee Breaks

All volunteers are welcome to a beverage allowance for shifts over two hours and meal allowance for shifts of four hours. The volunteer will pay any amount he/she incurs above his/her limit. All are required to sign, date and specify the amount spent on the “Cafeteria Privileges” sheet. This allowance is a privilege not a right, do not abuse it or it will be taken away.

Volunteer Program Evaluation

Your input is important in the development, maintenance and improvement of our volunteer positions. If you are dissatisfied with any aspect of your placement of Volunteer Services, please direct your concerns to the Manager of Volunteer Services.

Recognition

The Department of Volunteer Services hosts an annual event to specifically recognize all volunteers. Volunteers who qualify for long service awards will be recognized under the Covenant Health policy for staff, physicians and volunteers.

Reference Requests

Reference requests for current or former volunteers of the Grey Nuns by outside agencies or by Human Resources are handled by the Manager or Coordinator of Volunteer Services. A verification letter of reference may be issued for a volunteer who has contributed over 35 hours of volunteer work and who has been a registered volunteer for a period of six months or more. We cannot complete post-secondary/graduate school references or employment references due to the nature of the questions asked. Our verification references will include a start date, length of time in program, an end date (if applicable), hours donated, and a general duty description. Volunteer Services must have two weeks notice before supplying a letter of reference. References will not be provided to volunteers who have been terminated for longer than three years.


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Termination

A volunteer’s services may be terminated:

Voluntarily: being the personal decision of the volunteer. Please contact us as far in advance as possible.

Dismissal: may occur for any of the following reasons:

three consecutive unexcused absences

failing to comply with established regulations and policies.

if it is considered in the best interest of the volunteer or the Hospital

Medical Emergencies

Code Blue/Rapid Response Team/Medical Emergency : A Code Blue is called in a life or death situation. It is paged four (4) times along with the location of this incident. It is imperative to listen and respond should a code be called in your area, as the Crash Cart needs to get to whoever is in trouble IMMEDIATELY. If a Code Blue is called in your area, prepare the area by moving yourself and/or anyone or anything in the hallway out of the way.

Fire Safety

Code Red: Code Red is the code word for fire. It is announced over the public address system four (4) times along with the location of the fire. It is used to convey information to staff without causing mass panic. Make yourself familiar with the location of fire alarm boxes, extinguishers, and exits on an assigned unit. Stay calm, staff will take lead role but be prepared to assist if requested to do so by staff. Please follow the R.E.A.C.T. procedure: 1. Remove those in danger. 2. Ensure to close the door of the room containing the fire. 3. Activate the fire alarm. 4. Call local “66#”. 5. Try to extinguish the fire, if safe to do so. Never reopen doors once they have been closed on a fire.


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Hospital Disaster Plan (Emergency Preparedness)

“Code Orange” indicates that some type of external disaster has occurred and emergency services throughout the region are on standby to receive patients. Only volunteers designated on the Disaster Plan list shall be called and will be asked if they are available to report for duty. Emergency volunteers shall assist staff with non-professional duties as required during a “Code Orange”. Volunteers in other areas at the time of “Code Orange” may continue with their usual routine unless otherwise directed by staff.

Precaution Posters Volunteers are not permitted to enter rooms under isolation. Below are the posters indicating if a patient’s room is in isolation:


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Important Points to Remember

Please ensure that you do not attempt to perform duties that are outside the scope of your written assignment description.

Volunteers are very important members of the team here at the Grey Nuns Community Hospital.

Patients are to be treated with respect and duties performed without prejudice. Patient’s religious beliefs and ethnicity are to be respected.

Do not administer any medication or medical advice to patients or clients. This should be referred to appropriate staff or family members.

Please do not engage in financial transactions on behalf of patients or clients. If there is a need for this type of service, please advise your supervisor or someone in the Volunteer Services Office.

Please do not hold jewellery or personal items that belong to patients or clients. Notify a staff member who will assist the patient.

Do not sign or witness anything. These matters should be referred to an appropriate staff member.

Volunteers shall not accept any remuneration for services provided to patients or clients.

Volunteers shall not lift a patient or adjust the patient’s position. This is a staff responsibility.

Foods or fluids (including water) are not to be given to a patient without the nurses’ permission.

Do not take a patient off the unit without permission from the staff in charge of the unit.

Do not perform any task which may result in injury to a patient or to you.

Please do not run in halls, use profane language, or sit on a patient’s bed.

Eating, drinking and chewing gum are not permitted in patient areas.

Do not make personal phone calls during your shift. Cell phones must be turned off at all times.


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Visiting Skills: A few tips for visiting patients and clients

Always give your first name and the reason why you are there.

Be relaxed and unhurried.

Put yourself on the same level as the person you are visiting. (Sit beside - don’t stand over!)

Always encourage independence.

Do not be personally offended if the person seems hostile.

Report situations of stress or need to someone in charge immediately.

Listen patiently and avoid criticism.

Keep promises but be careful what you promise.

Talk about subjects of special interest to the person.

Offer to read or write letters.

Do not take sides in disputes or grievances – just listen.

Maintain a positive attitude.

Do not argue, gossip or talk about your troubles.

Remember that relationships are not made quickly, but on trust and over time.

Conversation Helpers

Listening is an art! No where can this art be more helpful to another than in your work as a healthcare volunteer. The patient often needs to talk out his or her problem or situation to someone who can listen. However, once the concern has been completely expressed, avoid dwelling on it and redirect the conversation to current issues or activities.

LISTEN verbally (“yes”, “uh huh”) and non-verbally (eye contact, nodding).

ACKNOWLEDGE what people are saying (“That must be tough!”).

SUMMARIZE what you think someone has said (“It sounds like you enjoy playing cards.”).

ASK gentle leading questions, both open and closed questions.

PROVIDE some information (“I hear that the Oilers are doing well this year. Have you been to a game or do you watch them on T.V.?”)

BE ENCOURAGNING and COMPLIMENTARY (“You seem to know a lot about knitting.”).

FOCUS on the POSITIVE rather than negative conversation topics (“I don’t enjoy spectator sports very much either, but I enjoy participating. What kind of sports or hobby to you enjoy.”)

ALL volunteers shall refrain from commenting/voicing personal opinions about such topics as politics, healthcare systems, religion, and

cultural differences.


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Phone Numbers You May Need Main Switchboard (access to all departments) ........................................................ (780) 735-7000

Volunteer Services .................................................................................................... (780) 735-7270

Manager .............................................................................................................. (780) 735-7271

Coordinator ......................................................................................................... (780) 735-7281

Fax ....................................................................................................................... (780) 735-7699

Gift Shop ................................................................................................................... (780) 735-7527

Information Desk ...................................................................................................... (780) 735-7272

Security ..................................................................................................................... (780) 735-7140

Website ...................................................................................................... www.covenanthealth.ca

On behalf of our patients and staff…

Thanks so much for the gift of you!

Revised February 2017

http://www.covenanthealth.ca/

volunteer services - covenant health · assurance of quality service to our patients and community....

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