Welcome! We’re glad you’ve joined our team!
We would like to welcome you to UnityPoint Health – Meriter and thank you for your commitment to volunteerism. We have over 400 active volunteers who enthusiastically share their time and talents with the patients, families and staff of our healthcare system. UnityPoint Health – Meriter strives to provide the Best Outcome Every Patient Every Time. We do this by remembering to keep the patient at the center of all we do which would not be possible without you. Volunteers, like you, are an integral part of providing a positive patient and family experience here at Meriter.
We want to take the guesswork out of volunteering, so you can focus on why you came here in the first place – to make a difference! This handbook informs you about many of the guidelines, policies and standards at UnityPoint Health – Meriter. It provides comprehensive descriptions of our volunteer policies and benefits, as well as helpful information about our volunteer program. If you have any questions about more specific UnityPoint Health – Meriter policies, please contact us to print off copies from the intranet. We are happy to assist you as you familiarize yourself to our facilities, personnel and your service responsibilities as a volunteer. If you ever have any questions or concerns about your volunteer placement or your role in the organization, please let us know.
We are delighted to have you as part of our volunteer team and appreciate your continued dedication to our patients, visitors, families and staff. We hope you will have a wonderful volunteer experience at UnityPoint Health – Meriter.
Sincerely,
The Volunteer Services Team: Brianne Hurford & Laurie Ingwell
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ABOUT UNITYPOINT HEALTH – Meriter UnityPoint Health – Meriter is dedicated to providing comprehensive, coordinated care through our clinics, hospital and home care services for patients located in South Central Wisconsin. First established in 1898 as a community hospital, Meriter now has a combined staff of 3,500 employees offering primary and specialty care to adults and children. Some of our specialty areas of care include heart and vascular, women’s health, adult and child behavioral health, alcohol and drug treatment and digestive health. UnityPoint Health – Meriter continues to operate as a community hospital providing high quality care to residents in Madison, Dane county and the surrounding areas. We operate:
• UnityPoint Health – Meriter a nonprofit, 448 bed community hospital; • UnityPoint Health – Meriter Clinics, which includes the following primary care locations: DeForest, Fitchburg, McKee, Middleton, Monona, Stoughton and West Washington; • UnityPoint at Home provides comprehensive home health care services and medical products to southern Wisconsin; • UnityPoint Health – Meriter Laboratories, a trusted provider of reference lab services for area clinics, hospitals, researchers and nursing homes; • UnityPoint Health – Meriter Foundation, a nonprofit foundation responsible for managing gifts, grants, community philanthropic activities and investments.
We are proud to be part of UnityPoint Health, one of the nation’s most integrated health systems. UnityPoint Health provides care to more than 4 million patients annually throughout Iowa, Illinois and Wisconsin through more than 280 physician clinics, 32 metropolitan and rural hospitals, and home care services.
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In 2017 we partnered with UW Health via a Joint Operating Agreement (JOA) to better serve the region by sharing best practices, resources, facilities and knowledge to meet the growing healthcare needs of south-central Wisconsin and to increase access to care within our two systems.
Read the Press Release or watch our video to learn more about the JOA with UW Health.
OUR VALUES – Our values provide the framework for each of us to support the mission in our day to day work by emphasizing the behaviors and attitudes that make us a premier healthcare system. All UnityPoint Health affiliates operate with a common set of values. That way regardless of where you volunteer or work, you and our patients will experience the same culture throughout our organization. Our values set the tone for the kind of patient experience we deliver. It is an honor when patients say you made a difference in their life. Our values are summarized by one word -- FOCUS!
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PATIENT EXPERIENCE – (by Kevin Vermeer, UnityPoint Health CEO) When we listen to understand, rather than respond, we are able to meet the needs of the guest in the way that they would like them to be met. Everyone at UnityPoint Health is a caregiver. Even though you may not deliver hands on care, what you do every day directly impacts the patient, family, visitor, guests, customer and your coworkers. What you do matters in the eyes of those you serve.
Video message from CEO Kevin Vermeer to all volunteers- April 2019
YOU are the patient experience! (Video by the Beryl Institute, May 16, 2012.)
This includes volunteers! If you see someone in need of help, either on a unit, or in and around the hospital- stop and ask them how you can be of assistance. See the inpatient unit section for more details on how to respond to a call light.
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WHY IS VOLUNTEER SERVICES IMPORTANT? The Volunteer Services team is made up of over 400 active volunteers. We represent a community of volunteers who advocate for UnityPoint Health – Meriter and who help shape the community’s expectations and perceptions of our organization. Volunteer Services meets the interests of community volunteers who wish to offer their time and talent to better help the hospital meet the needs of the patient, visitors and staff.
In its role as a community representative, the Volunteer Services team is committed to supporting good health and wellness for all citizens in our community. As such, the department sponsors and assists in coordination, promotion and staffing of various community events such as Red Cross blood drives, educational classes and fundraising or marketing initiatives.
The Purpose of the Volunteers Services department is: • To encourage a broad base or community participation in UnityPoint Health – Meriter volunteer programs in order to strengthen the bond between our healthcare organization and the communities we serve; • To provide engaging volunteer opportunities for interested individuals that enhance their skills and fulfill their needs for personal development; • To provide management and operational support to programs and activities which provide exceptional customer service to our patients and visitors; • To encourage UnityPoint Health – Meriter departments to utilize volunteer resources available which enhance their programs and increase customer satisfaction; • To create an environment which welcomes and provides opportunities for volunteers to experience and explore hospital and health-related careers; • To assist in the development and implementation of new volunteer programs which support quality, timely, and compassionate care to our patients, families, visitors and staff.
VOLUNTEER RIGHTS The UnityPoint Health – Meriter volunteer should have the following rights:
1. THE RIGHT TO BE TREATED AS A CONTRIBUTING TEAM MEMBER - not just as uncompensated help.
2. THE RIGHT TO A SUITABLE VOLUNTEER ASSIGNMENT - with consideration for personal preference, experiences, education and volunteer or employment background.
3. THE RIGHT TO LEARN AS MUCH ABOUT OUR HEALTHCARE SYSTEM AND HOSPITAL AS POSSIBLE - including its policies, people and programs.
4. THE RIGHT TO APPROPRIATE TRAINING FOR THE VOLUNTEER PLACEMENT - through thoughtfully planned and effectively presented programs.
5. THE RIGHT TO ENHANCED LEARNING OPPORTUNITIES THROUGH VARIOUS VOLUNTEER PLACEMENTS - as a follow-up to the initial training, including information about new developments and training for greater responsibility.
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6. THE RIGHT TO SOUND GUIDANCE AND DIRECTION - by someone who is experienced, patient, well- informed, thoughtful and who has the time to invest in giving guidance.
7. THE RIGHT TO A PLACE TO VOLUNTEER WHICH IS - designated, orderly, and worthy of the responsibilities and tasks to be accomplished.
8. THE RIGHT TO EXPERIENCE A VARIETY OF VOLUNTEER RESPONSIBILITIES - through advancement to appropriate assignments of more responsibility, through transfer from one activity to another, and through special assignment.
9. THE RIGHT TO BE HEARD - and to have a part in planning, to feel free to make suggestions, and to have respect shown for an honest opinion.
10. THE RIGHT OF RECOGNITION - through encouragement, awards, and fair treatment on a day-to-day basis.
VOLUNTEER PLEDGE Believing that UnityPoint Health – Meriter has a real need for my services as a volunteer, I…
• Will uphold the expected high standards of quality, compassionate care and confidently demonstrate exceptional customer service behaviors as I encounter patients, staff, visitors and fellow volunteers in my daily activities as a proud UnityPoint Health – Meriter volunteer. • Will have fun, be energetic and present as I volunteer, and always convey a positive attitude. • Will be punctual and responsible in the fulfillment of my duties and commitments. • Will attend New Volunteer Orientation and subsequent training sessions related to my volunteer responsibilities as scheduled. • Will accept supervision and evaluation graciously and abide by the organizational policies and procedures required of my assignment. • Will conduct myself with dignity, courtesy, and consideration—treating others as I wish to be treated. • Will consider all information which I may hear directly or indirectly while I am on duty as confidential. I will respect the confidential aspects of my assignment, the dignity and privacy of the patients and their families or caregivers, and the rights of those with whom I interact. • Will commit myself to the overall success of the volunteer program and take my questions, concerns, and suggestions to a member of the Volunteer Services staff. • Will endeavor to make my work of the highest quality, always mindful that the patient is the center of all we do. • Will uphold to UnityPoint Health – Meriter Service Excellence standards practicing AIDET, the 10/5 rule; Managing Up; the No Point Policy; and the No Pass Zone (see page 6 for reference.)
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HIPAA What is HIPAA? HIPAA stands for Health Information Portability and Accountability Act. It is a federal law that helps ensure protected health information (PHI) remains private and secure. PHI includes a patient's personal, financial and medical information in any form – spoken, written, electronic, video and more.
It's our responsibility as UnityPoint Health team members to keep our patients' information safe. We want you to be confident in your ability to provide easier, more personal care while still complying with HIPAA. There are a number of HIPAA-related policies you can easily access on the Hub.
Why do I need to know about HIPAA? HIPAA isn't just for doctors and nurses. Since PHI includes a patient's personal, financial and medical information, it's important that all team members know what HIPAA is, how to comply with it and the important role we all play in the security and privacy of patient information.
There are many formats of PHI including spoken, written, electronic and video. Avoid talking about private patient information in public places where you can be overheard or emailing sensitive information unless absolutely necessary and properly secured. A good rule of thumb is to only access PHI you need to do your job and to only discuss it with coworkers who also need to know the information to do their jobs.
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HIPAA Dos: • Converse quietly • Avoid discussions in public areas • Only share patient information with others who have a legitimate work-related reason to know • Discard paper that contains patient information by putting it in a blue recycle bin where it will be shredded. (Note the blue shredding bins are not to be opened or gone through.) • HIPAA Don’ts: • Gossip about what you see, hear or read at UnityPoint Health – Meriter • Share patient information (including patient names or the fact that they were seen at UnityPoint Health – Meriter) with your family, friends, roommates, fellow volunteers or anyone else • Send patient information via personal email, social media posts, or photos • Leave paper or computer screens containing patient information unattended where it could be viewed by others • Access your family, friend’s or own medical records
Is it true social media is part of HIPAA? Yes, the way we conduct ourselves on our own personal social media accounts is a huge part of HIPAA compliance. It can be difficult to know where the line is, between sharing updates about our lives or careers and unintentionally sharing private, protected health information. Social Media Policy
Volunteers are prohibited from using public internet communication sites whilst volunteering. Those who participate in any public internet communications outside of their volunteer hours may not disclose confidential business information and must protect the health information of our patients; must comply with Meriter policies and refrain from making discriminatory, harassing, abusive or threatening statements about patients, employees, associate staff, or Meriter.
Any use of public internet communication must follow Meriter policies:
1. Information posted on public internet communication sites is considered public information.
2. Volunteers are responsible for the content they publish on public internet communication sites. Additionally, volunteers who use public internet communication sites could be held responsible for content posted by third parties, such as comments and are encouraged to monitor and or/restrict such third-party content on any public internet communication site they maintain or in which they participate.
3. Volunteers who use public internet communications are not permitted to:
3.1 Publish, post, or discuss any of Meriter’s confidential or proprietary information including but not limited to business plans, organizational strategies, internal business-related communications, and financial information.
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3.2 Cite or reference any patient-related experiences or situations or cite or reference any information about a patient (with or without the patient’s name). This prohibition applies even if the patient is the only person who may be able to identify him or herself on the basis of the posted description.
3.3 Commercially publish or post any information that is protected by a copyright or trademark without specific prior written authorization.
3.4 Make threatening, malicious, obscene or intimidating comments that might be construed as harassment or bullying of patients, visitors, suppliers, people working on behalf of Meriter, Meriter or any entity associated with Meriter.
3.5 Post any information or rumors that you know to be false or misleading about patients, visitors, suppliers, people working on behalf of Meriter, Meriter or any entity associated with Meriter.
4. Volunteers may not represent themselves as a spokesperson for Meriter, unless it is an important component of their job duties and is pre-approved by the Volunteer Services manager.
5. If Meriter is identified on your public internet communication, be clear and open that your views do not represent those of Meriter, patients, customers, suppliers or people working on behalf of Meriter. An example disclaimer would be: “The postings on this site are my own an do not necessarily reflect the views of Meriter.”
Social Media Dos and Don’ts 1. You receive consent from your coworkers to take their photo while at work. You post the photo to social media, saying how you enjoy working with them. Do/Don’t
Do. As long as your coworkers agree to participate, you may take and post the photo. But, the background of your photo matters. Be careful that no PHI or information that could be used to identify a patient is in the background of the photo (i.e. labels, charts). No patients/families may be included in your photo either.
2. A patient posts about his care on a UnityPoint Health Facebook page (Unity hosted site). I can like/comment on the patient’s post about the care he received while he stayed in our facility. Do/Don’t
Don’t. Even if you weren’t the direct care giver, engaging with a patient post can be seen as confirmation he/she is a UnityPoint Health patient and, thus, a violation of HIPAA.
3. You’ve been taking care of a patient who has a great health outcome. You think his story would make for an excellent patient story. You contact your manager/marketing team to request written consent from the patient. The marketing team takes it from there. Do/Don’t
Do. This is the preferred process for recommending a patient story be shared at a higher level.
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4. You delivered good news, and your patient can’t stop smiling. You snap a photo on your mobile device to capture the moment. Do/Don’t
Don’t. You can’t take photos of patients on mobile devices and share them, without a written HIPAA consent form signed by the patient.
5. A UnityPoint Health social media channel posts a patient story. You can like/comment/share the story on your own page, without adding comments about the care delivered. Do/Don’t
Do. You can share official content like this, whether or not you cared for the specific patient. However, you can never add personal comments about the care a patient received.
6. UnityPoint Health receives an award and posts from its social media channels about the recognition. You can share the article and add comments about what UnityPoint Health means to you. Do/Don’t
Do. UnityPoint Health values the work our team delivers. We encourage you to share our wins.
7. You read a news article about a high-profile patient being treated in a UnityPoint Health facility. You post about the incident on your personal page, commenting on his/her care. Do/Don’t
Don’t. References to patient care, even if first reported in the news, are unacceptable and a violation of HIPAA. Even sharing general commentary could disclose enough information for someone to determine a patient is in our care.
8. You are passionate about an upcoming political election and post regularly on the topic on your personal social accounts. UnityPoint Health is listed as your employer in your profile. Do/Don’t
Don’t. You must use the Social Media Policy disclaimer in your posts and/or profile, saying your personal views don’t represent those of UnityPoint Health.
9. You’ve been taking care of a patient who has a great health outcome; you ask him/her if you could take their photo to feature on a Unity hosted site. They give you verbal consent, so you post the photo. Do/Don’t
Don’t. Verbal consent is not enough. Written consents are required to share patient information and should be requested from the patient/patient’s family by non-direct caregivers (i.e. your manager, Marketing & Communications).
10. You had a great day at work, and you post on your personal social accounts how proud you are to work for UnityPoint Health. Do/Don’t
Do. Generic comments about pride in the organization are encouraged! Keep in mind, commentary can never include references to patient information or patient care.
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Phishing emails and viruses are part of HIPAA too, right? Absolutely. Phishing scams are a real threat in today's increasingly digital world. These emails often look legitimate but attempt to steal personal information or login credentials or may contain malware and viruses that can lead to a security breach. UnityPoint Health has been, and continues to be, a target for these schemes, but by using your powers of observation, you can protect yourselves, UnityPoint Health and our patients. If you receive a suspicious email, follow the steps below:
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I still have questions about HIPAA. Who can I ask? → Volunteer Services News Coverage—what to do if approached by the media: If the media contacts you, please direct them to our 24-hour line (608) 516-2256.
COMMITMENT TO CONFIDENTIALITY
I, ______(PRINT), understand my obligation to maintain complete confidentiality of information in order to protect patients, families, and members of the UnityPoint Health – Meriter staff from improper disclosure of confidential information.
I also understand that confidentiality must be maintained both inside and outside the hospital and clinics regardless of the source of information (i.e., spoken word, patient medical record, computer records, financial reports, minutes of meetings, personnel files, or other records) and that access to information and dissemination of information are both subject to confidentiality standards.
Federal privacy law (HIPAA) and our policies permit access to patient information only: (1) for treatment purposes by personnel who are on the treatment team and when access is necessary for treatment purposes or (2) for billing and health care operations activities by personnel assigned those responsibilities on a ‘need-to-know’ basis to do their job
Additionally, volunteers may not reveal to media the names of patients or their physicians, give reports on patients’ conditions, or share opinions on the competency of medical or hospital staff. It is also federal law and our policy that no patient information can be posted to social media. Violation of this standard or inappropriate release of information shall be considered a breach of the organizations code of ethics and shall be subject to immediate review and serious consequences, up to and including termination of your volunteer service and could also be grounds for legal action by the aggrieved parties. Ethical Code of Conduct UnityPoint Health – Meriter is dedicated to maintaining an environment where high personal and work standards contribute to the delivery of excellent health care. We believe that our customers’ needs, expectations, and rights are our highest priority. It is the duty of all individuals associated with Meriter, including volunteers, to commit to the highest ethical standards in their actions and decisions regarding the care of our patients and their families. Volunteers are expected to follow the following code of conduct standards:
• Be honest, fair and trustworthy in all activities and relationships; • Avoid all conflicts of interest between work and personal affairs; • Foster an atmosphere in which equal opportunity extends to every member of our diverse community; • Avoid exploitation of relationships for personal financial gain; • Prohibited from accepting gifts or gratuities beyond common business courtesies of nominal value; • Strive to create a safe workplace and to protect the environment; • Help build a culture where ethical conduct is recognized, valued, and exemplified by all.
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If you see something, say something! Volunteers are expected to report any concerns related to suspected: HIPAA violations, illegal activity, fraud, abuse and neglect, waste management, workplace safety, and noncompliance issues without fear of retribution or retaliation by contacting one of the following: • The staff in your area that you work closely with • Your Supervisor/Manager • Volunteer Services Office • Safety Line (608)- 417- SAFE (7233) • Compliance Helpline 1-800-548-8778 (anonymous) • http://www.unitypoint.alertline.com (anonymous)
When in doubt… ASK: Common sense or an inner voice usually tells us when conduct is appropriate, but from time to time, the answer is not completely clear. For instance, you may wonder if your conduct in a particular situation violates UnityPoint Health – Meriter policies or breaks the law. Or, perhaps, you may have seen or heard something and are questioning the actions of someone else. In either case, it is important to discuss your concerns with someone who can provide direction.
By acting when the question first arises, you can help prevent a problem, or correct it before it gets more serious or hurts UnityPoint Health – Meriter’s reputation or your own. Please speak to your supervisor or a member of the Volunteer Services department immediately. STANDARDS OF PRACTICE UnityPoint Health – Meriter is selective in accepting volunteers based on set principles and standards of practice. The onboarding process for volunteers includes:
• Recruitment and Screening- volunteer must fill out an application and background information disclosure (BID) form. A criminal history and OIG background check will be done on all prospective volunteers. • Initial Placement Interview- meet with the volunteer recruitment coordinator to discuss experience, interests, scheduling and next steps. Most volunteer shifts require a six-month (or two semester) commitment where you will be expected to volunteer for two to four hours once a week. Some higher-level placements with extra training requirements require a full year. • Health Assessment- all volunteers must go to Employee Health Services (EHS) in person for a health screening which includes a review of immunizations, a two-step-TB skin test, and a flu shot depending on the season. • Volunteer Orientation- once cleared by Employee Health Services, Volunteer Services will invite you to attend a mandatory volunteer orientation where you will get your volunteer ID badge and uniform, a tour of the hospital, and in-depth information on policies and procedures. • Departmental Training (and Shadowing in some instances)- after orientation you will need to reach out to your supervisor to set up your first day/training. You should take note of where to go and when and should come dressed in your complete volunteer uniform for training.
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• Supervision and Guidance- your supervisor and other staff in your unit that you work with are a great resource for questions or concerns about the unit or your experiences there. Please reach out to Volunteer Services for any questions about your schedule, annual requirements, parking, proof of hours, benefits, etc. • Support- if you would like to debrief with a trained professional about an unusually emotional event that happened whilst volunteering you can call a Code Lavender at 608-417-6480. • Recognition- Volunteer Services will host annual events to recognize and create awareness around our volunteers, mainly around Volunteer Recognition Week in April, but also throughout the year.
The Volunteer Services department maintains records for each volunteer. All volunteers are subject to the general direction of the Department of Volunteer Services.
VOLUNTEER COMMITMENT Here’s what we expect of you as a volunteer:
- Show up on time for your scheduled shift every week. - Notify us of any absences with as much notice as possible by emailing [email protected] with the shift date and reason for absence. - Call your unit directly if unable to make your shift on short notice and email [email protected]. - Do not come in to volunteer if you are sick. Certain illnesses may require you to report to Employee Health Services to be cleared to return to volunteering. - Upon arrival log in on the kiosk and store your belongings in the Volunteer Locker room. Do not bring food or bags with you to your unit. A water bottle is okay. - Report to your unit and check in with the nurses’ station/your supervisor. Introduce yourself to anyone you haven’t already met, let them know your name and your shift duration. - Remain on your unit for your scheduled duration and let them know before you leave. - Log out on the Volunteer Kiosk at the end of your volunteer shift and get your belongings from the locker, returning the key after use. - If for any reason you cannot continue volunteering, let us know immediately.
Holidays: The following holidays are observed at Meriter: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. If your scheduled shift falls on one of these days, you do not need to report in to volunteer. However, the hospital is open 24/7 and patients especially appreciate visits on holidays. Please let Volunteer Services know if you would like to volunteer your time on a holiday.
Change in Schedule: We understand that schedules change, and things come up. If you need to change your shift day or time, please speak to a member of the Volunteer Services department to arrange a new volunteer shift within the same unit. This also applies to students who may be finishing a term. Students please reach out to Volunteer Services to set your shift/day and time for the next semester once your schedule is 100% confirmed. If you’re approaching your end date for the semester, please remind our office, your supervisor and anyone you work closely with on the unit, so that everyone is aware and not expecting you in subsequent weeks.
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Lost Badge: If you believe your badge has been lost or stolen you should report this to Volunteer Services immediately. Arrangements will be made to order a new badge. You will need to pay a $15 replacement fee, $10 of which will be returned if you locate and turn in your old badge. Please note your old badge will be instantly de-activated and cannot be used as a backup or spare.
Reassignment: We know each volunteer has their own talents. We will try to place you in the area where you feel most comfortable. If you wish to change services, or add to what you are already doing, please talk with a member of the Volunteer Services staff to find out what is available. We want you to enjoy volunteering and will do our best to find a suitable placement. Please note however that most placements have a six-month (or two-semester for our students) requirement as this is often the length of time that it takes to get familiar with the role and its responsibilities.
DRESS & UNIFORM POLICY Volunteers should report for duty wearing the uniform listed below.
• Volunteer ID badge worn at eye level • Volunteer Services issued polo shirt/smock/or vest • Khaki, black, blue or grey trousers • Closed toed shoes with a rubber sole (tennis shoes are best!)
Please make sure your uniform is clean and tidy, along with hair and nails. Remember you are representing the hospital in all your actions and attire.
Volunteers should not:
• Wear jeans, sweat pants, shorts or short skirts • Wear flip flops, sandals or dress shoes • Wear hats, scarves, hoods or anything blocking your face or badge from Security • Use perfume, cologne or other scented products before or during your volunteer shift • Wear or store excessive and or expensive jewelry in the Volunteer Locker Room ANNUAL COMPLIANCE All active volunteers (outside of crafters who work from their homes) must attend our annual Flu and Tuberculosis (TB) screening clinics every October. These are conducted by Employee Health Services (EHS). You must come in person, with your volunteer badge. If you have already received your flu shot somewhere else, you must provide written proof to the EHS staff at the clinic. If you are unable to receive the Flu shot for any reason you will need to fill out and submit an exemption waiver in September. Please speak with the Volunteer Services department for more information. Any volunteers who do not attend the Flu/TB Clinic will not be able to volunteer until flu season has passed.
We will also conduct our annual training and education during this time and all volunteers are expected to participate. Specific departments may have additional training or updates at this time or throughout the year. All unit trainings are mandatory and in your best interest as a volunteer in order to better serve our patients.
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Background checks are repeated every 4 years. Volunteers are expected to keep Volunteer Services informed of any arrest or convictions that would affect their eligibility to volunteer prior to their next scheduled volunteer shift.
TERMINATION OF SERVICE Sometimes it is necessary to terminate the services of a volunteer in a given area. There may no longer be a valid need to place any volunteer in that area; the volunteer skills may not be appropriate for that area; the volunteer may require more direction than the supervising staff is able to give.
The following are a few examples of possible causes of dismissal:
1. Intentional gossip or derogatory remarks about any employee, volunteer, patient, visitor, physician, or hospital representative. 2. Altering, removing or destroying hospital records. 3. Deliberate or careless damage to material or hospital property. 4. Repeated tardiness or unexcused absences. 5. Theft. 6. Gambling, soliciting or selling on hospital premises. 7. Possessing, drinking, or being under the influence of alcohol on hospital premises. 8. Improper possession or use of drugs and/or controlled substances on hospital premises. 9. Conduct endangering the life, safety or health of others. 10. Willful or repeated violation of hospital policies and procedures. 11. Self-medication from hospital supplies. 12. Smoking in unauthorized areas. 13. Breaches of confidentiality.
SMOKING POLICY Smoking is prohibited in all UnityPoint Health – Meriter facilities which includes but is not limited to: McConnell Hall, offsite clinics, business offices, parking ramps (including vehicles!!) and outdoor spaces. The ban applies to employees, volunteers, patients, medical staff, family members and visitors.
PATIENT CONTACT As a volunteer, you contribute much to UnityPoint Health – Meriter in the way of your time and the kindness, consideration, and caring shown to others. As a representative of this hospital, you realize the patient is the most important person in the hospital and is the center of all we do. We are all here to help the patient get well. When interacting with patients, remember to be friendly and pleasant. A smile on your face goes a long way in easing a patient's anxiety. Please be courteous, offer assistance/ help when needed, and willingly share your knowledge about the hospital.
When entering a patient's room, knock first, use a friendly greeting, identify yourself as a volunteer and state your reason for wanting to speak with the patient. When in the room, do not lean, sit or place anything on the patient's bed.
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SERVICE ON PATIENT FLOORS All volunteers serving in roles which bring them into direct patient contact on the units must check with the nurses’ station on each floor to see if there are rooms they may not enter.
Never enter a room labeled "Isolation" unless you are given permission, have been trained on isolation procedure, and directed by a registered nurse to do so.
Volunteers who previously worked as an RN (Registered Nurse), CNA (Certified Nursing Assistant) or other health professional cannot function in that capacity as a volunteer.
Volunteers may escort patients as requested by the staff after training (ambulation, using a wheelchair) by qualified staff.
Never walk with a patient in or outside the building without permission from an RN or therapist.
Volunteers are not to transfer patients (example: wheelchair to bed) who require assistance for a safe transfer.
Never offer a patient food or drink without permission from an RN.
All requests for services from patients not defined in your service description must first be cleared through the Department of Volunteer Services.
Volunteers may not personally accept tips or gratuities for services rendered. Please direct interested parties to the UnityPoint Health-Foundation via a Healing Through Gratitude brochure.
For the comfort and well-being of our patients, walk, talk, and work quietly. A quiet environment is more conducive to healing.
Instructions for responding to a call light: 1) Perform hand hygiene before entering the room 2) Knock on the door 3) Introduce yourself by stating your name, the fact that you’re a volunteer, and ask if there’s anything you can help with. 4) Try to meet the patient’s request if possible, if it falls outside of your scope of work, let the patient know you’ll find someone who can help. Inform the nurse’s station of the issue, and report back to the patient on how long until someone can assist. 5) Thank the patient and ask if there’s anything else you can do. 6) Perform hand hygiene when leaving the room.
Here are a few examples where volunteers can assist patients with their call light on: • Moving call light, bedside table, telephone, trash, tissues, eye glasses, or other personal items so they are within patient’s reach. • Answering the phone or helping to make a phone call
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• Adjusting the TV, lighting, or temperature of the room. • Fetching comfort items such as blankets, pillows, books, newspapers, magazines, pens, pencils, towels, earplugs, headphones, etc. • Opening or closing the blinds/curtains.
Volunteers should NOT do the following alone, and instead should call a nurse: • Silence or adjust IV pumps or other medical equipment or alarms • Give out food, drinks or medicine. • Remove meal trays or water pitchers. • Physically move the patient in any way including raising or lowering the bed. • Give advice or opinions on health care or treatments.
INFECTION PREVENTION This widely diverse program includes a variety of direct and indirect patient care activities focused to:
1) protect the patient, 2) protect the healthcare workers, visitors and others in the healthcare environment and 3) do so in a cost-effective manner.
IMPORTANCE OF INFECTION CONTROL • Approximately 1 out of every 20 hospitalized patients will contract hospital acquired infections. • Hospital acquired infections can prolong illness and result in death. • Hospital acquired infections cost over $28 billion dollars a year. Costs associated with hospital acquired infections are not recoverable. • The threat of infection is always present in a hospital because: 1. There are many patients in the hospital who have confirmed or undetected infections that could spread to other people. 2. Many microorganisms are present in the hospital environment and they can cause illness. 3. Patients are subject to invasive procedures which put them at increased risk (i.e. surgery, catheters, IV’s). 4. Most hospital acquired infections come from the hands of the caregivers – doctors, nurses, therapy staff, ancillary staff and volunteers.
HAND HYGIENE Hand hygiene is the single most important procedure for preventing the spread of infection. UnityPoint-Health-Meriter’s Policy requires all staff and volunteers to perform hand hygiene before entering and after leaving an occupied patient room. “Wash in. Wash out. Every time.”
Hand hygiene is a general term that applies to hand washing with soap and water, use of alcohol-based hand rub, or surgical hand antisepsis. The purpose of hand hygiene is to remove debris and transient microorganisms from the nails, hands, and/or forearms. Hand hygiene will also reduce resident microorganisms to a minimum and inhibit rapid rebound growth.
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There are two options for hand hygiene: traditional soap and water or waterless hand gel. Waterless hand gel is the preferred method for washing hands in the healthcare setting unless hands are visibly soiled then traditional soap and water will remove dirt, organic material and bacteria.
Follow this procedure to use the gel: • Hands should be dry before application. • Dispense the full amount required by pushing down completely on the pump bottle or dispense quarter size amount from a hand-held bottle. • Rub over entire hands until product is dry. Do not place hands near heat or ignition source until hands are dry. Do not wipe dry with towels. • Do not follow application of the gel by washing hands with traditional soap and water. • All alcohol based waterless products are flammable until completely dry.
Follow this procedure with mechanical friction and moderate water temperature if use of soap and water are necessary: • Remove jewelry. • Turn water on and wet hands (after opening scrub brush if needed). • Apply soap or foam and rub your hands together, making a soapy lather. • Scrub between fingers and around nails up to and including wrists. • Remove debris under fingernails. • Vigorously rub for 10 – 15 seconds. (Hum your ABC’s or the “Happy Birthday” song) • Rinse completely. Let the water run back into the sink, not down to your elbows. • Dry hands thoroughly with a clean towel. • Remember to turn off faucet handle with a dry paper towel to avoid recontamination and discard. Hand hygiene is always required: • Before having direct contact with patients. • Upon every entry and exit of an occupied patient room. • When hands are visibly soiled with blood or other body fluids, utilize traditional soap and water hand hygiene. • When hands are not visibly soiled with blood or other body fluids, utilize the waterless hand gel for hand hygiene. • Before taking care of particularly susceptible patients, such as those who are severely immunocompromised and newborns. • After contact with a patient’s skin or body fluids or clothing (e.g. when lifting a patient). • After contact with inanimate objects (including bed, bed rails, bedside table, linen or medical equipment) in the immediate vicinity of the patient. • Before and after glove use. • After using rest rooms. • Before and after eating. • After sneezing, coughing or blowing your nose. • After touching hair, face, eyes or shoes. • Before going home.
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Health Care volunteers in patient care roles with direct physical contact will also meet the following criteria: • Short and clean fingernails. • Artificial nails (including acrylics, wraps, tips, extenders, meshes or any item applied to the nails) are prohibited for direct care providers. This is strictly enforced for volunteers in the Newborn Intensive Care Unit. • Nail polish is not allowed in areas where staff are working with newborns and in restricted OR areas. These areas include NICU, OB, OR, PACU, and CV lab. • No hand or arm jewelry (rings, bracelets, watches) in the NICU. o If rings are unable to be removed, hands should be gloved. • All long-sleeve clothes should be rolled up to the elbow.
FOLLOW RESPIRATORY ETIQUETTE A universal respiratory etiquette was established for healthcare facilities to screen for known and unknown diseases in order to prevent transmission.
• All individuals with respiratory symptoms should be masked when not in an assigned patient room (for example a waiting room, hallway, or Medical Imaging) regardless of whether the patient is in droplet isolation. • Staff has the option of wearing a surgical mask when within three feet of a patient with active respiratory symptoms regardless of the known or unknown diagnosis. This is part of standard precautions and does not require droplet precautions.
FOLLOW STANDARD PRECAUTIONS UnityPoint Health – Meriter uses Standard Precautions for the care of all patients. These precautions apply to blood, all body fluids, secretions, and excretions. Individuals need to wear gloves when touching anything wet except sweat.
FOLLOW ISOLATION PRECAUTIONS • Patients with a suspected or confirmed communicable disease will be placed in Isolation Precautions. The appropriate precaution sign is posted outside the room of the patient requiring precautions. Volunteers should not enter a room with an isolation sign, unless they have received proper isolation and proper protective equipment (PPE) training. (i.e. HELP, Team Unit Partner (Team UP) volunteers) • Isolation precautions are additional infection control measures, on top of Standard Precautions. This is to protect other patients, visitors, employees and volunteers from contracting an infection or communicable disease. • There are five types of Isolation precautions: Contact, Contact with Soap and Water, Droplet, Airborne, and Neutropenic. The color coding for each precaution include Contact Precautions (orange), Contact with Soap and Water (white), Droplet Precautions (yellow), Airborne Precautions (pink) and Neutropenic Precautions (fluorescent green).
EXPOSURES • If you are, or suspect you have been, exposed to an infectious patient and appropriate precautions were not instituted, contact Volunteer Services.
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• If you have been exposed to blood or body fluids even if not visible, perform the following: 1. Flush the site 2. Report the exposure immediately to Employee Health Services (EHS) or the Emergency Room if EHS is closed. 3. Contact the manager in your area to complete an incident report. 4. Volunteer Services will be in consultation with Employee Health Services for appropriate follow up VOLUNTEER SERVICES EMERGENCY & SAFETY POLICIES The following policies are designed to aid in avoiding accidents and injuries to patients, visitors, employees, volunteers, and property of UnityPoint Health – Meriter. Please take a moment to locate the RED Emergency Response Guide on your unit which provides important phone numbers and helps prepare volunteers in the event of an emergency. When in doubt, volunteers should always follow the direction of your unit supervisor or manager.
HOSPITAL EMERGENCIES The hospital's emergency telephone number is extension 5555. All volunteers are required to memorize this number and dial it on the closest telephone to report fire, smoke, violent behavior, or life- threatening medical conditions. This is a priority call for the switchboard operators. Identify the type of emergency and the location when the operator answers.
FACILITY ALERTS These alerts affect all staff, visitors, patients and of course volunteers and include:
SEVERE WEATHER A tornado watch page would be proceeded by the emergency tone, and the following message would be announced: "This is a weather announcement. The National Weather Service has announced that a tornado watch is in effect until (Time). Please take the necessary steps."
A tornado warning would be preceded by the emergency tone, and the following message would be announced: "Attention all personnel. This is a weather announcement. There is a tornado warning in effect. A tornado has been sighted. Please take appropriate precautions immediately." Volunteers should seek shelter on the lowest floor possible, away from windows and stay put until the event is announced as “All Clear.”
FIRE The alarm for a fire or fire drill consists of a FIRE ALERT on the paging system with chimes in the hospital departments. Volunteers with patients should remain with them. Other volunteers should report to their supervisors in their work areas. Elevators are not to be used during a fire alert and telephones only used to report a fire. Remain calm, as panic can be as great a hazard as fire. If no assignment is given please remain quiet and out of the line of traffic, until hearing the "All Clear" page. If a general evacuation is ordered, a horn-like sound or a verbal order will be heard throughout the hospital.
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If Smoke or Fire is Visible: follow R. A. C. E.
Rescue Alert/Alarm Contain Evacuate/Extinguish
R = Remove/Rescue people from immediate danger. A = Alert/Alarm go to nearest red fire alarm and pull lever down as far as possible. Dial "5555" to report the fire and its location to the emergency operator. Shout “fire”. C = Contain the fire. E = Evacuate only under direct order from fire marshal or from the highest administrative authority.
SMOKE SMELL PROCEDURE If you smell smoke notify those around you and dial "5555" to report it to the emergency operator.
FACULTY ALERT – DISASTER ALERT – MASS CASUALTY This will be announced over the paging system as a notification that the hospital disaster plan has been initiated. This means a large number of patients will be admitted to the hospital as the result of a disaster in the area. In the case of a disaster, the following alert will be heard over the paging system:
"Attention all personnel! Mass Casualty alert. An emergency condition exists. The Hospital will be receiving casualties in (time if known)."
Volunteers reporting for duty during this alert should report to Volunteer Services via the parking ramp entrance and identify themselves by name and as being on the volunteer list. Volunteers must have their UnityPoint Health – Meriter photo ID badge to enter the facility.
Those volunteers on duty at the time of an alert or drill should abide by the instructions of their supervisors. Unassigned volunteers should report to the Volunteer Services office for instructions and arm bands. Assignments might be realigned during a disaster alert. Telephones and elevators are to be used for emergencies only.
MEDICAL ALERTS These alerts are announced over the intercom to alert key medical personnel of the occurrence of a medical emergency situation in the hospital such as a patient coding. Please keep the hallways clear and do not use the elevators for several minutes after hearing this announcement to enable medical personnel to proceed quickly to the area where they are needed.
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• If in a patient room when a patient requires emergency help, please protect the patient from further injury, then call for help by pressing the call button or pulling the emergency cord in the bathroom as well as calling out loudly for help. • If with a patient outside of the patient’s room, protect the patient from further injury and call out loudly for help. • When medical assistance is needed in areas other than the nursing units, dial "O" and ask for medical assistance. Be sure to give your location.
SECURITY ALERTS These are called in an event that requires heightened security awareness from all staff.
The RED Emergency Response Guide provides important phone numbers and helps prepare volunteers in the event of an emergency. This can be found on all nursing units, in the Volunteer Locker Room, and Volunteer Services department.
A BOMB THREAT This will be referred to as SECURITY ALERT, BUILDING THREAT. Please evacuate immediately.
BEHAVIOR ALERT When a patient or visitor starts displaying significant defensive behaviors such as acting out or loss of control or rationality, staff will initiate a Behavior Alert. This will be announced as a Behavioral Alert with a location given. Security staff respond to all Behavior Alerts. Keep in mind:
• Patients/visitors may experience anxiety at the hospital
• People sometimes dislike hospitals, medical equipment, or nurses/doctors
• Disease may impact thought processes (i.e. alcoholism, drug dependency, mental illness, etc.)
• For some people, difficult or hostile behavior is “normal”
• Poor problem-solving skills during times of stress
MISSING PERSON ALERT This will be announced as a Missing Person Alert with gender, age and a description given to help others identify the missing person. Upon hearing this you should immediately “Adopt an Exit” (physically block all stairwells, corridors, elevators, and exits) and do not let anyone pass through that exit without searching their belongings. Remember the missing person could be an adult, child or an infant. Look for the described missing person and call 5555 with any leads. Keep a watchful eye out for anyone carrying large packages, purses, uncharacteristic dress, or suspicious behavior.
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ACTIVE SHOOTER If life-threatening violence or an ‘active shooter’ is occurring in the facility; think of your options as 3* choices, and in this order:
*The key symbol will be found on the upper corner of select doors to designate that it is a Key Security Room. If possible, retreat to one of these rooms when hiding as they have a lock on the door and a phone inside for you to call 5555 or 911 if offsite.
UNSAFE CONDITIONS Immediately report any situation which is unsafe (spills on the floor, broken glass, etc.) to your supervisor or a staff member in the area of the hazard. If unable to find someone, please come and talk to the Volunteer Services team. Also, in order to avoid unsafe conditions, please pick up objects on the floor such as paper clips, rubber bands, flower petals, and discard any litter that is on the floor.
CARTS Carts should be pushed down hallways rather than pulled. Carts should not be left in front of closed doorways or in front of fire doors and caution should be observed at blind corners.
ELEVATORS The stop button on the elevator should be pushed when it is necessary to hold an elevator for a patient, cart, etc. Do not place your hand or arm between the doors if they are closing.
VOLUNTEER TRANSPORTATION PROCEDURES All volunteers doing patient/guest transportation must receive appropriate training and follow these procedures. Where additional training is required for a specific service, such training will be given by qualified personnel in that department.
NEVER assist people into or out of wheelchairs or transport people by wheel chair unless you have received proper training.
NEVER transport people on carts unless you have received proper training. You may assist qualified personnel to transport people on carts.
NEVER use your personal vehicle to transport patients, clients, visitors or patient's family members.
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WHEELCHAIRS In escorting patients in a wheelchair, the wheelchair must be braked when unattended or in a stopped position. Every effort, however, should be made to stay with wheelchair patients. Know your limits! If you do not feel comfortable for any reason, please excuse yourself politely and go get help! DO NOT assist in lifting a patient except in an emergency. If a wheelchair patient faints while being escorted, do what is best to protect the patient from injury, then call for help.
WHEELCHAIR TRANSPORTATION CHECKLIST- Staxi Model 1. Always introduce yourself, indicate that you are a volunteer and ask if they want a wheelchair. 2. First check the wheelchair is visibly clean and sani-wipe it if not. 3. Instruct the person to back into the wheel chair from the side, sit down and then turn to face the front resting their feet on the footrests. They should exit in the same manner. 4. For extra security, stand behind the wheelchair and hold the frame to secure it when assisting someone into or out of wheelchair. 5. After the person is in the chair, put the arm rest down and make sure nothing is on the floor. 6. Ask person to place hands in lap so elbows do not extend beyond arm rests. 7. Use cart or carry luggage separately, whenever possible. Do not place luggage or packages across arms of chair or on their lap. 8. Push no more than one wheelchair at a time. 9. Walk slowly and keep them informed of what you are doing. 10. Push wheelchair down center of corridor to avoid bumping into people or walls. 11. Turn blind corridors cautiously. 12. Escort directly to the nursing station and give appropriate introductions to responsible staff. Elevators & Wheelchairs 1. Check to see that front of elevator is flush with the corridor floor once it arrives. 2. Park wheelchair with brake and step away to push the hold button before entering. 3. Push past the elevator with the wheelchair and back into the elevator with the patient facing outwards. DO NOT TURN THE WHEELCHAIR AROUND IN THE ELEVATOR. 4. Push the hold button before leaving the elevator; step back in and release it after you have parked the wheelchair outside of the elevator.
Transportation of infants or small children 1. Infants and small children are to be carried by a parent - NEVER a volunteer. 2. Volunteers may transport both the parent and infant or small child in the wheelchair unless the parent prefers to walk. 3. Children old enough to sit in the wheelchair may be transported by chair.
Ambulatory Escort • When a person prefers to walk rather than ride in a wheelchair, the volunteer should: • Be certain that authorized personnel are informed that you are walking with that person. • Take a wheelchair with you so that it is available should the patient/resident need it before you reach your destination.
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• When escorting an elderly person or someone using crutches, a cane or walker, always use the elevator's "stop" button to hold the doors open when entering or leaving the elevator. Be sure the person is clear of elevator doors before starting elevator again.
WHEN MEETING SOMEONE IN A WHEELCHAIR • Always ask if the person would like assistance before you help as it may not be wanted or needed. • Do not hang or lean on the person's wheelchair. • Speak directly to the person in the wheelchair -- not to someone nearby. • If conversation is more than a few minutes, consider sitting down or kneeling to maintain eye contact. • Don't demean or patronize the wheelchair user by patting him/her. • Give clear directions, including distance, weather conditions, and physical obstacles that may hinder the wheelchair user's travel. • Don't discourage children from asking questions. • When a person transfers to a chair, toilet, etc., do not move the wheelchair out of reach. • Be aware of the user's capabilities. • Do not assume that using a wheelchair is a tragedy. It is a means of freedom that allows the user to move about independently.
BENEFITS FOR VOLUNTEERS Cafeteria Volunteers receive the employee discount on all food from the cafeteria. Be sure to wear your volunteer uniform and photo ID when you go through the cafeteria line.
Chapel Spiritual Care staff make themselves available to volunteers and paid staff. Stop by the Chapel when you need emotional or spiritual support.
Complimentary Meals & Treats Every volunteer assigned a shift may have up to a $2.00 treat from the Greenbush Garden Bistro and Dr. Joe’s Coffee Clinic before or after their shift. If a volunteer works 6 hours or more, they can also receive a meal from the Bistro valued up to $7.00.
Gift Shop Volunteers are eligible to receive a one-time 20% discount on an entire purchase during their birthday month.
Health Benefits Discounted pricing on over the counter medication at the Out-Patient Pharmacy.
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TB skin tests and other health-related benefits such as flu shots are available to volunteers without charge. • All new or lapsed volunteers must complete a Health Assessment to volunteer. • Active volunteers must attend our TB/Flu clinics during the month of October to receive an annual TB screening and flu shot. You must bring your volunteer badge. If you receive a flu shot elsewhere, please bring proof of that immunization to the clinic. Insurance Benefits UnityPoint Health – Meriter’s liability insurance program covers you during your scheduled volunteer shift so long as you are acting in according with our policies, are scheduled to be here, and have logged in on the kiosk. Any incident or injury should be reported immediately to your supervisor and to Volunteer Services. (If an incident involves a deliberate act, such as a breach of confidentiality or a physical assault, you may be held personally responsible, and sanctions may apply.)
If you are personally injured your treatment options should first be Employee Health Service, the Emergency Room (after hours), and lastly your personal physician. Bills for treatment you receive must be approved by Meriter's Risk Manager and the Manager of Volunteer Services. Any payments or complimentary services provided are intended as a gesture of our goodwill and esteem and should not be construed as an admission of liability. In some cases, claims for expenses incurred because of your injury may be filed with your own insurance plan.
Lockers Volunteer Services provides lockers for volunteers' personal belongings. Please do not bring valuable items or large amounts of cash, the hospital cannot assume responsibility for loss of personal property.
Lost and Found The Lost and Found department is in Guest Services, just past the lobby before Park Bank.
Pharmacy Pick up reduced price over the counter medication and or submit your prescriptions for refill before your shift and pick them up after from our outpatient pharmacy.
Newsletter The Volunteer Services department produces a newsletter called Newsline. This is emailed out to all volunteers who have an active email on file and is posted in the Volunteer Locker Room. Please ask for a print copy if necessary. Suggestions for articles are most welcome.
Recognition and Reward The personal and professional growth, the challenges, and the friendships a volunteer experiences are important rewards. The opportunity of community service is also very valuable to many volunteers.
In addition to ongoing recognition, UnityPoint Health – Meriter formally thanks its volunteers in many ways during National Volunteer Appreciation Week each spring.
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Security Guard Escort If a volunteer would like a security guard escort to their car the volunteer should ask the switchboard operator ("O" on telephone) to page a guard. If exiting through the ER, you may request a security escort directly from the guard stationed there. They will either personally escort you or obtain other security personnel to do so.
Tax Deductions Upon request, the Volunteer Services staff will provide a list of service dates for each volunteer annually for mileage verification.
Transportation and Parking Complimentary parking and subsidized bus passes are provided for volunteers. Bus passes are available from Guest Services M – F 7am – 5pm. Parking validation can be obtained from the Volunteer Services office Monday-Friday from 7am-4pm or at the Main Information desk on nights and weekends. Please remember to park on level 5 or above and furthest from the elevators/stairwells as patients use the same ramp.
Wellness All active volunteers, age 18 and older, are eligible to use Meriter’s onsite gym—FitZone. This is open 24/7. Please fill out an application and submit it to Volunteer Services. Volunteers may also participate in Employee Wellness activities/campaigns. See the Wellness Board in the Volunteer Locker Room for more information.
TELEPHONE NUMBERS YOU MAY NEED: UnityPoint Health – Meriter Switchboard 608/417-6000
Security/Emergencies 5555 or 911
Volunteer Services Office Main Line 608/417-6257
Volunteer Services Manager, Brianne Hurford 608/417-6026
Volunteer Services Recruitment Coordinator, Laurie Ingwell 608/417-6504
Volunteer Services Administrative Assistant, TBD 608/417-6414
We are glad to have you with us in the UnityPoint Health – Meriter family and look forward to a positive working relationship which will be rewarding for you and the community you serve. The Volunteer Services team is here to serve you. Please let us know if you have any questions and or suggestions and keep us posted on how you are doing.
Congratulations on your placement as a UnityPoint Health – Meriter Volunteer!
Version: 10.22.19
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