PMMC Student Orientation
Mission, Vision & Values
Mission
Provena Health, a Catholic health system, builds communities of
healing and hope by compassionately responding to human need
in the spirit of Jesus Christ.
Vision
Provena Health providers are known for clinical and
service excellence, and are the preferred choice based on
responsiveness to community needs, quality, value, and
innovation.
Our Values

Respect


Integrity


We use our human and economic resources responsibly with
special concern for the poor and vulnerable.
Excellence


We demonstrate the courage to speak and act honestly to build
trust.
Stewardship


We affirm the individuality of each person through fairness,
dignity, and compassion.
We achieve exceptional performance through continuous growth
and development.
The acronym for remembering our values is RISE.
Pillars of Excellence
Provena Health, a Catholic health system, builds communities of healing and hope
by compassionately responding to human need in the spirit of Jesus Christ
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Integrity
Stewardship
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Excellence
Provena Health Standards of Behavior
With guidance from our mission and our identity as a
Catholic healthcare ministry, our values of Respect,
Integrity, Stewardship, and Excellence serve as our
Standards of Behavior.
These standards provide the foundation for our culture of
excellence and help to define the expectations of each
individual within or associated with Provena.
As we continue the healing ministry of Jesus Christ in our
daily work at Provena, we use our standards of behavior
to always RISE to living out our mission and values each
and every day.
Service Excellence
Service Excellence
What is Service Excellence ?
•
Creating a culture of excellence by living our Mission,
Vision and Values every day.
•
Investing in all of our employees and equipping them
with the tools and resources they need to succeed
•
A journey…not a program!
Service Excellence
When we create a culture of Service
Excellence we create the hospital of
choice for:
•
Patients to receive care
•
Physicians to practice
•
Employees to work
Key Words at Key Times
What do we mean by key words/key actions at key
times?
Key Words/Actions…
•  Provide a warm first impression
•  Are a critical component of creating a culture of Service
Excellence
•  Demonstrate that we care
•  Words that help the patient understand his/her care better and
feel more at ease and cared for
•  Align behavior of the staff to the needs of the patient
5 Fundamentals of Service
Acknowledgement

Whether you acknowledge the patient by
name or with a friendly smile, the patient
knows that you have connected with them.

Acknowledgment includes:
•
Putting down paper work and making the
patient your focus. Eye contact, a pat on the
shoulder, and a smile are non-verbal ways of
acknowledging a patient, visitor, employee or
family member.
Acknowledge –
Key Words and Key Actions
•
•
•
•
•
•
Walk a visitor/patient to his/her
destination
Knock, touch curtain
Speak before entering room
Make eye contact
Smile
Stop whatever you are doing so
the customer knows he/she is
important
Introduction
  Welcome
•  standing up when meeting someone shows
respect
  Say
your name
  Give
  Tell
your department
your role in patient care
  Manage
up your skills, experience and
training to help the patient feel more at ease
and cared for
Introduce
Key Words and Key Actions
“Good morning Mr. Jones. My
name is Mary and I am here to
take your X-Ray.
I am part of the Medical Imaging
team who is specially trained and I
will do everything I can to make
this as comfortable as possible for
you.” (A hand on patient’s arm
while talking is calming)
Duration
Key Words at Key Times:
•
How long before the test begins
•
How long the test will take once begun
•
How long before results of the test are
available
•
What happens with results
Duration
Key Word and Key Actions
“It should only take me about 15 minutes to register
you.”
“The chest x-ray should only take about 10 minutes.
However I ask that you stay here in the room so
that I can run the film through processing and
make sure I got a good, clear picture. That should
take another 20 minutes and then we will speed
you on your way.”
“We will have the results to your physician’s office
by three this afternoon.”
Explanation
Key Words at Key Times
  Test
or procedure
  Who
is involved
  If
there will be pain or discomfort and what will be
done to ease either
  Offer
  “Is
to answer questions, address concerns
there anything else I can do for you?
I have the time.”
Thank You
Key Words at Key Times
“Thank you for choosing Provena
Mercy Medical Center for your
healthcare needs.”
“Thank you for your patience, while I
___”
“Do you have any questions that I can
answer for you now?”
Service Recovery
“Tools to help manage situations that don’t
go quite the way we planned”
Managing the Moment
Service Recovery
All caregivers are responsible for identifying
service recovery opportunities when a patient/
family identifies a “less than best service”
experience or a caregiver is aware of an
unhappy patient/family member as a direct
result of our service.
Service Recovery Goals

Recognize the patient as an individual

Provide the patient with an easy process for sharing
concerns

Provide the patient with a contact person

Resolve issues and concerns quickly and fairly

Provide consistent, clear and accurate information
When an
Incident
Occurs!
Start with an
Apology
It is very important to
us to provide very
good care. I’m so
sorry we did not meet
your expectations
Thank you for bringing
this situation to our
attention. What can
we do to help the
situation?
Please accept this gift
to further express our
apology. Is there
anything else I can do
for you? I have the
time.
Again, it is very
important to us to
provide very good
care.
Service Recovery Decision & Gift
Guidelines
*Providing “AAA” Service*
Determine the
Level of Severity
Level 1-Minor
• Food Late
• Noise Level
• Cleanliness of Room
• Utility Problems
• Cold Food
Level 2-Moderate
• Wait time for schedule
services
• Roommate issues
• Time delay
• Communication
Problems
Level 3-Serious
• Failure to communicate
Increased LOS
Level 4-Severe
• Fall with Injuries
• Medication Errors
• Poor Pain Control
• Loss of Personal Property
• Major Lack of communication
• Issues resulting in Litigation
Apologize &
Acknowledge
Amend
Explain that the problem
will be addressed
immediately and ask for
any necessary information.
Provide Service Recovery Gift
as Appropriate
Notify appropriate persons)
as necessary to correct
situation
Level 1-Minor
Café coupons Dining In
$5 or less
At Serious Level, notify
your manager or director.
If they are not available
contact the patient
advocate.
Level 2-Moderate
Café Coupons or Gift Cards
Value $10
Level 3-Serious
Café Coupons or Gift Cards
Value $15-20
Notify Patient Advocate
Performance
Improvement
/Follow Up
Level 4-Severe
Senior Management Notification
Notify Patient Advocate
Tracking Log
  Each
department has a toolkit to be used
when service provided did not meet
patient’s or family’s expectations
  Please
contact your charge person or
nursing supervisor to assist you with
service recovery.
What YOU Need to Know
Provena Health’s Mission-Vision -Values
Privacy and Security Standards
What HIPAA is Not
HIPAA is not a reason to withhold or discuss a
patient’s condition with a family member.
“I cannot tell you what is going on with your
loved one due to HIPAA”
What should be done is to verify the identity of the
caller or visitor and ask verbal permission to share
information with the family member.
Infractions




Failure to comply with HIPAA Regulations: Each violation is
$100, with maximum penalty not to exceed $25,000 for
each identical violation.
Wrongful disclosure of information: $5,000 and/or one
year of prison.
Obtaining information under false pretense: $100,000 and/
or prison for up to five years.
Intent to sell: $250,000 and up to ten years in prison.
Provena Health HIPAA Organizational Structure
HIPAA Privacy
Protected Health Information (PHI)
Protection of PHI
Vital Behaviors to Protect PHI





Only share information on a need to know basis and
accessing and disclosing
When engaging in verbal information as specifically
required by your duties. conversation, keep your voice
down, close doors or curtains.
Never discuss patient information in elevators or other
public places( ex. Cafeteria)
Patient’s charts are stored out of public view.
Reduce all patient information that could be visible to the
general public.
PHI – Access & Control
Authorization Form
Employees/Families as Patients
Provena Health has a HIPAA
Corrective Action Policy. Willful or
intentional violations will result in
immediate dismissal
HIPAA Security Standards
Provena Health Security Measures
Workstation Management
Workstation Management
Workstations are available for
authorized use only.
Unauthorized activities include:




Any activity that violates the privacy
of residents, patients or employees.
Unauthorized copying, or use, of PHI,
Provena Health property, and/or
copyrighted material.
Activates that violate harassment
policies.
Circumventing workstation security.
•

Includes documenting or removing
medications under another employees
access.
Any commercial activity other than
expressly permitted.
Workstation Management
Workstation Management
Electronic Applications
Electronic Applications
Patient Safety Initiatives
PMMC Patient Safety Initiatives
Fall prevention program
  Education and training of all staff re: National
Patient Safety Goals (pt. identification, suicide
assessment, communication of critical lab
values, etc.)
  Root Cause Analysis and Failure Mode and
Effects Analysis
  Patient and Staff safety surveys

Patients at Risk for Fall
Variance Reporting

We have electronic error reporting. This allows for “real time”
reporting of events in a web based Midas program. This will
mean that the risk manager and unit managers are informed
immediately when an event occurs.

If you need to report a variance follow the below steps:
•  Visit DOVEnet (intranet site)
•  Click on Midas (Variance) on the right-hand side of screen
•  Click on the type of variance you will be reporting
•  Complete the on-line form
On the main desktop click
on the Internet Explorer
icon
Click here to begin Variance Reporting
Select the type of variance
• Fall Variances and Medication Variances are
patient related.
• Other Variances are visitor related or patient
related such as delayed testing, left AMA, etc.
Each screen includes the
•  Main information
Followscreen
the onscreen instructions for
•  The Legendcompleting the report.
•  Help
PMMC Patient Safety Initiatives
Any employee who has concerns about the
safety or quality of care provided at PMMC may
report these concerns to The Joint Commission.
  There will be NO retaliation or discipline on the
part of PMMC for any report made by an
employee.
  The Joint Commission may be reached at
630-792-5000.

Compliance Goal
Quality Management:
Regulatory Bodies
What is the Joint Commission?
www.jointcommission.org
Who is CMS?
www.medicare.gov
www.hospitalcompare.hhs.gov
Who is IDPH?
www.idph.il.state.us
Survey Process

Surveyors can present at any time-usually unannounced

Can come based on complaint

Patients, families, employees can report concerns to any
regulatory body

Code 777 is announced overhead

Tidy up and continue your normal routine

Surveyors will be escorted by Administration

Answer honestly, politely
The Provena Health Corporate
Responsibility Plan
Alert-Line:



A confidential and anonymous vehicle to report
compliance issues.
Outsourced to Global Compliance and reporting is free of
retaliation.
Our preference is that you initially follow the standard
chain of command when faced with a compliance issue.
Supervisor-->Local Compliance Liaison-->
System Compliance Officer, then to the Alert-Line
1-800-93-ALERT
Infection Control
Infection Control
HAND HYGIENE:
the biggest piece of the puzzle
2 ways to Wash your hands
1.  Soap
and Water Method
2.  Waterless Method (Alcohol-based hand rub)
Hand Washing
Before and after work shift
  After using washroom, before eating, drinking,
or handling food
  After your skin comes in contact with blood,
body fluids, mucous membranes, non-intact
skin, secretions, excretions, and contaminated
items
  Whenever hands become visibly soiled

Effective Hand Washing
1.
Wet hands first with water (avoid HOT water)
2.
Apply 3 to 5 ml of soap to hands
3.
Rub hands together for at least 15 seconds
4.
Cover all surfaces of the hands and fingers
5.
Rinse hands with water and dry thoroughly
6.
Use paper towel to turn off water faucet
Hand Sanitizing
When?
  Entering and Exiting a patient room
  Before putting on and after removing gloves and other PPE
  After blowing your nose, covering a sneeze/cough
How?
  apply 1.5 to 3 ml of an alcohol gel or rinse to the palm of one
hand, and rub hands together
  cover all surfaces of your hands, including fingernails
  continue rubbing hands together until alcohol dries
It should take at least 10 -15 seconds of rubbing before
your hands feel dry
Advantages of Alcohol-Based Hand Rub:
•
•
•
•
•
Take less time to use
Can be made more accessible than sinks
Cause less skin irritation and dryness
Are more effective in reducing the number
of bacteria on hands
Making alcohol-based hand rubs readily
available to personnel has led to improved
hand hygiene practices
Artificial Nails
Infection Chain
THREE ELEMENTS
1. Organism
3.
2. Susceptible
Host
Organism
 Bacteria
 Viruses
 Fungi
Susceptible Host
•
•
•
•
•
Very old or young
Unvaccinated
Weakened immune system
Malnourished
Chronically ill
Contact
 Direct
 Indirect
Many DRUG RESISTANT
ORGANISMS
Airborne
• Tuberculosis
• Chickenpox
• Smallpox
• Measles
Droplet
 Flu
 Some
types
of Meningitis
Vector / Vehicle
•
VECTOR BORNE
•  West Nile Virus
•  Malaria
•  Plague
•
VEHICLE BORNE
•  Food Poisoning
Breaking the Chain
•
Good hand hygiene is the single most effective
means of breaking the chain
•
Receive immunizations
•
Adhere to isolation precautions and utilize
appropriate PPE
•
Don’t come to work if you are ill
Isolation Precautions
  AIRBORNE
  DROPLET
  CONTACT
  CONTACT
WITH MASK
  NEUTROPENIC
  SPECIAL
= AIRBORNE + CONTACT
AIRBORNE Precautions
Requirements:
  Negative Pressure Room
  N95 Respirator Mask on family and care providers
  No children visitors
Organisms:
•  Tuberculosis
•  Measles
Tb Risk Factors:




Foreign Born
High Risk Occupations
Suppressed Immune System
•  HIV Infection
•  Substance Abuse
Resident of
•  Correctional Facility
•  Nursing Home
•  Homeless Shelter
Signs & Symptoms Tb Disease








PERSISTENT, PRODUCTIVE COUGH (more than 3
weeks)
Hemoptysis (bloody sputum)
Chest pain
Fever, chills and night sweats
Loss of appetite and weight loss
Easy fatigability
Upper lobe infiltrate
History of having TB in past or being exposed
Susceptible Host: EVERYONE
Tb Infection vs. Disease
INFECTION
Organism is
INACTIVE
Patient is NOT SICK
but could become
sick later
NOT INFECTIOUS
Positive PPD skin test
DISEASE
Patient is SICK
INFECTIOUS
Needs to be Isolated
BREAK THE CHAIN
PATIENT CONTROL
•  Use tissue when coughing
•  Transport only when necessary
•  Place mask on patient when leaving
room
DROPLET Precautions
Requirements:
• Surgical Mask
Organisms:
• Bordetella pertussis
• Neisseria meningitidis
• Mumps
• INFLUENZA
CONTACT Precautions
Requirements: Wear gowns and gloves for all
interactions that may involve contact with the patient
or the patient's environment
Organisms:
•  MRSA
•  VRE
•  ESBL
•  RSV
CONTACT Precautions
With MASK
MASK not Required
  Use for Infections :
  Adds DROPLET
Precautions
WOUNDS
  Use if Drug Resistant
URINE
Organism is in the
STOOL
SPUTUM or Patient
  Use for
has a Respiratory
COLONIZATIONS
Infection
Special Precautions
Requirements:
•
•
•
Gown
Gloves
Soap and Water Handwashing
Organisms:
•
•
•
•
C. Difficile
Norovirus
Acute Viral Gastroenteritis
MDR Acinetobacter
Clostridium difficile
Protocol:
•
•
•
Use SOAP and WATER
Manual removal of spore
Place Sign outside door and laminated sign
in room over hand gel pump.
Documentation and Communication
1.
2.
3.
Patient Face Sheet
Status Board
Ticket to Ride
Bloodborne Pathogens
Human Immunodeficiency
Virus
•  Hepatitis B Virus
•  Hepatitis C Virus
•
OSHA Standard
  Effective
since 1992
  Requires that hospitals minimize or
eliminate occupational exposures to
blood borne pathogens
•
EXPOSURE CONTROL PLAN
Exposure Control Plan
EXPOSURE DETERMINATION
•
•
•
Category I job- everyone who has the job is
at risk for exposure
Category II- only some people who have the
job have duties that put them at risk for
exposure
Category III - no one who has the job is at
risk for exposure
What Can You Do? Engineering
Controls
  SHARPS
CONTAINTERS
  NEEDLELESS SYSTEMS
  SAFETY DEVICES ON SHARPS
  BIOHAZARD SIGNAGE
Work Practice Controls
  Proper
Hand Hygiene
  Standard Precautions
  Use appropriate PPE & Isolation
Precautions
  Restrict eating, drinking, applying
cosmetics, handling contact lenses in
areas where exposure might exist
  Not recapping needles, scalpels
Standard Precautions
  Assume
that everyone is infectious
  Includes:
•
•
•
•
•
•
Blood
Body fluids
Secretions
Excretions
Non-intact skin
Mucous membranes
Standard Precautions
•
•
•
Sweat only body fluid excluded (unless visibly
contaminated with blood)
If it is wet, use barrier precautions
PPE
•  Gloves
•  Gowns
•  Masks
•  Eyewear
What else can YOU do to
minimize EXPOSURE risks?

GET YOUR VACCINATIONS
•  INFLUENZA
•  HEPATITIS B
•  CHICKENPOX
  GOOD
HOUSEKEEPING
POST EXPOSURE
  WASH
/ FLUSH
  REPORT IMMEDIATELY to Supervisor
  Evaluation & Testing done through
OCCUPATIONAL HEALTH
ED on off-shifts
  CONFIDENTIAL evaluation & follow-up
Back Safety
Proper Lifting/Back Safety





Five Steps to Prevent Back Injury
Posture: Maintain good posture at all times.
Body Mechanics: Practice good body mechanics when you stand
and move.
Lifting: Mastering proper lifting means lifting with your legs, not your
back. Lift equipment is available on all units.
Exercise: Exercise should be a daily routine for the rest of your life.
Rest: Proper rest is vital to maintenance of a healthy back.
We are a Minimal Lift Environment


You are required to use appropriate lift equipment for all patient
movement.
Ask the charge nurse for location and assistance with lift equipment.
Proper Lifting/Back Safety
Top Ten Ways to Save Your Back!










Keep your back in a slight curved position
Plan your movements ahead of time
Ask for help when appropriate
Do not remain in one position for an extended period of
time
Maintain wide stable base while standing and lifting
Pivot your feet, do not twist your back
Keep stomach muscles tight while lifting and doing
activities
Keep items close to your body when lifting or carrying
Lift with your legs at all times
When in doubt, ask our physical therapist
Minimal Lift Environment
Provena Health has taken measures to provide
care safely for patients and caregivers.
  Minimal Lift equipment are devices used for
patients related to their ability to transfer
themselves. Each patient is evaluated on
admission and as condition changes.
  Proper equipment is assigned based on the
patients individual needs.
  Utilize the help of Provena Staff to correctly use
the identified device for the patient.

Safety & Security
Code Red
  Fire
  R.A.C.E.




R- Respond/Rescue
A- Activate/Alarm….Dial 1111
C- Contain…..Close doors
E- Extinguish….P.A.S.S.
Code Red
P.A.S.S.
P- Pull
A- Aim
S- Squeeze
S- Sweep
All employees must be able to explain
RACE and PASS to JCAHO surveyors.
Rapid Response Team (RRT)

Called for any change in condition that requires
additional assessment by a trained team.
•
RRT includes
•
•
•
•


Any age
RRT should be called for any patient outside of ED/ICU
that is suspected of having a Stroke.
•

ICU RN
ED RN
Respiratory Therapist
Advanced Practice Nurse as available.
RRT may call Code Brain Alert for patients requiring
specialized stroke interventions.
RRT OB alerts a special team to respond to OB patients
suspected of hemorrhage.
Code Blue
  Cardiac/Respiratory
  Dial
Arrest for Adults
1111
  Identify code blue and location
  Return to your unit if code is identified
with your assigned department.
Code Blue - Pediatric
  Cardiac/Respiratory
Arrest for Pediatric
patients
  Dial 1111
  Identify Code Blue Pediatric and
location
  Return to your unit if code is identified
with your assigned department.
Code STEMI
  Code
STEMI is an alert paged overhead
for a specialized team of staff to respond
to a patient with an ST elevation
myocardial infarction.
  No response is required unless you are
part of that specialized team.
Code Brain Alert
  Code
Brain Alert is an alert paged
overhead for a specialized team of staff to
respond to a patient with a suspected
stroke. If you suspect your patient is
having a stroke – call a rapid response
immediately.
  No response is required unless you are
part of that specialized team.
Code Green
  Utilities
Failure
  Red plugs are for required patient support
equipment
  Await instructions from supervisor
Code Orange
  Hazardous
Material Spill
  MSDS=Material Safety Data Sheet
•
•
MSDS list can be found on our intranet
Hard copy in the Emergency Department
  Spill
kits are in proper areas check with
the charge nurse or supervisor.
  Dial 1111 and have housekeeping
notified
Code Gray
  Bomb
Threat
  Dial 1111
  Get as much information as you can
  Assist response team with search
  Return to work
Code Black
  Tornado
warning
  Do not use elevators
  Close all doors, windows, and curtains
  Move patients away from windows
  Ambulatory patients in hallway
  Go to tunnel if possible
Code Purple
  Prepare
to evacuate
  Take direction from Supervisor
  Evacuation routes are posted in each
department
  Emergency management plans are
located in each department. (red
binder)
Code Adam
  Child
abduction
  Return to work area
  Watch elevators and stairs
  Contact security for any suspicious
persons
Mr. Speed
  Aggressive/Disruptive
Person
  Trained staff should respond
  Show of force is important
  If in doubt call it out
  Dial 1111
Code Silver
  Weapon
  Call
1111
  Report location to operator
  Close all doors and remain with most
critical patients
  Non-clinical staff evacuate from public
areas of the hospital to a safe location
Code Triage

There are 3 levels for Code Triage by the number of
patients coming to the Emergency Department
•
•
•

Level 1 is influx of 1-10 patients
Level 2 is influx of 11-20 patients
Level 3 is influx of greater than 20 patients.
There are Code Triage Response sheets that help guide
units on specific duties to be carried out for each level.
•
•
•
Continue to maintain patient care on all units
The incident commander will be identified when Code Triage is
called
Ask the charge person or supervisor for direction.
Emergency Management

When a disaster code is activated, all staff should report to unit for
instructions and check the red manuals located on your units for
duties related to the severity.

Non-essential staff members may be sent to a personnel pool.
These workers may be given tasks to help deal with the disaster.

The Incident Command Team is in charge of assigning these tasks
to those in the personnel pool.

A core group of workers must continue with their regular tasks.

Even during a disaster, babies are born and other patients still need
care.
Emergency Management

The Incident Command Team needs to know how many
staff members are available.

The Team also needs to know about other resources:
•
•
•
•
•
•
•
How many beds are available
How many operating rooms are available
How many medical supplies are available
How many medical devices are available
Whether there are enough security personnel
Whether clinical staff have enough room to work
Whether there are enough areas for triage
Accessing Policies
Needs of a Dying Patient

Physiological: good symptom control

Safety: a feeling of security

Love: expression of affection/human contact (touch)

Understanding: explanation about symptoms of disease
and the opportunity to discuss the process of dying
Needs of a Dying Patient

Acceptance: regardless of mood and sociability

Self-Esteem: involvement in decision making, particularly
as physical dependency on others increases

The opportunity to give as well as to receive
Disruptive and Impaired Licensed Independent
Practitioners
Provena Health’s Commitment
Consistent with its Mission, Vision, Values and Ethical and
Religious Directives for Catholic Health Care, Provena
Health is committed to providing a safe environment of
care for patients and an optimum practice environment for
physicians and all other clinicians.
What is disruptive behavior?
Disruptive behavior is defined as a “chronic” pattern
of contentious, threatening, litigious behavior that
deviates significantly from the cultural norm of the
peer group, creating an atmosphere that interferes
with the efficient function of the health care staff
and the institution.
This behavior may be, but is not necessarily, related
to substance abuse/dependency.
Disruptive Physician Defined
The disruptive physician often lacks the
ability of self observation.
The disruptive physician views:
•  Themselves as Clinically superior
•  Other members of the health care
team as less competent or
incompetent, weak and/or vulnerable
•  Themselves as champions for their
patients
Disruptive actions cause:
A distraction from the goal of providing optimum
patient care
  A decrease in morale
  Increase level of workplace stress
  Inordinate time spent by staff appeasing or
avoiding the physician
  Increased potential for malpractice litigation

Recognizing Impairment
Drug and/or alcohol impairment should be ruled out
prior to addressing the issue as purely negative
behavior
  Physical appearance
  Personality or behavior changes
  Deterioration of hygiene or appearance
  Frequent or unusual accidents
  Multiple prescriptions
What Can You Do?
Organizational staff, including
hospital employees, who observe
or are subjected to, inappropriate behavior by
a physician are responsible for
communication with their supervisor about
the incident
Abuse & Neglect
Abuse

Physical: An act that results in bodily harm, injury,
impairment or disease
•  Hitting, slapping, striking, sexual coercion/assault, incorrect
positioning of the elder, forced feeding/ medicating, improper use
of restraints

Psychological: Inflicts emotional pain or distress
•  Verbal scolding, harassment, intimidation, threatening
punishment or deprivation, isolation

Financial
•  Taking control of resources of another through
misrepresentation, coercion or outright theft for personal gain
Child Abuse/Neglect

Abuse
•
•
•
•
•
•
Unexplained or
questionable scars, burns,
welts, bruises or fractures
Unnecessary confinement
Witnessed beatings
Sexual abuse
Emotional abuse
Withdrawn, angry or
unusual behavior exhibited
by the child.

Neglect
•
•
•
•
•
•
Malnourishment, failure to
thrive and grown
Lack of medical care
Filthy or unsafe
environment
Poor hygiene and personal
care
Absence of parents/
appropriate supervision
Irregular school attendance
Adult Abuse/Neglect

Abuse
•
•
•
•
•
•
•
Witnessed beatings
Emotional abuse
Sexual abuse
Unexplained or
questionable scars, welts,
bruises or fractures
Unexplained or
questionable burns
Signs of unnecessary
confinement
Financial exploitation

Neglect
•
•
•
Hazardous housing
Failure to administer
prescribed medications or
seek medical care for the
adult
Any situation where there
is failure to provide for the
needs of the adult that
result in physical harm to
that person
Neglect

Physical: Failure to provide goods/services necessary
for the health and well being
•  Withholding adequate meals/hydration, therapy,
hygiene, failure to provide physical aids or safety
precautions

Psychological: Failure to provide social stimulation
•  Leaving someone alone for long periods of time, failing
to provide companionship or links to the outside world

Financial: Failure to use available resources to sustain
or restore health and security
•  Improper level of care when resources available to
provide the proper level of care, sudden transfer of
assets
Mandated Reporter

Mandated reporters
•
Are professionals who, in the ordinary course of their work and
because they have regular contact with children, disabled persons,
senior citizens, or other identified vulnerable populations, are
required to report (or cause a report to be made) whenever
financial, physical, sexual or other types of abuse has been
observed or is suspected, or when there is evidence of neglect
knowledge of an incident, or an imminent risk of serious harm
•
These professionals can be held liable by both the civil and
criminal legal systems for intentionally failing to make a report but
their name can also be said unidentified.
The Illinois Abused and Neglected Children's Reporting Act
("ANCRA")
Resources Available
  PMMC/PHS
Policies
  Internal Resources
•
Social Work
•  Diane Feltes x 5695
•
•
Nursing Supervisors, Managers, Directors
Case Management Department
•  Colleen Morley-Wines, Mgr. X2620
  Community
Resources
Community Resources

DCFS (age birth to about 18
years)
•

independent living)
Hotline: 800-252-8966
IDPH (if from nursing home)
•
Self-Neglect
•
•
800-368-1463
Senior Services (if from home or
•


Office of Inspector General
(disabled, 18-59)
•

800-252-2837
Hotline: 800-252-4343

>60, Senior Services
630-897-4035
<60, OIG 800-368-1463 (may
not take report)
Mutual Ground (Domestic
Violence, Rape 18-59)
•
No mandated reporting for this
population
•  Hotline: 630-897-0080
•  Sexual Assault: 630-897-8383
•  Advocacy: 630-897-8009
Dress Code
Attire

Students will wear ID badges provided by their
school, stating the student’s name, title, and school
with the expectation of students with rotations in our
Behavioral Health Department. Hospital ID badges
will be provided to those individuals.

Unless in a restricted access area requiring special
attire, students will wear attire designated by their
school.

For infection control purposes, cloth stethoscope
covers are not to be worn.
Overall Appearance
Tops may not be:
•
•
•
•
•
•
•
•
•
•
Sleeveless
Low cut at the neck
Sheer or thin gauze material
T-shirts (solid color or Mercy issued T-shirts may be worn)
Open midriff style
Jogging style
Hooded style
Character prints must be no more than three inches in height
Camouflage material
Holiday print material
Overall Appearance
Pants should be modestly fit with appropriate
length and may not be:
•
•
•
•
Jean or white denim material
Skin tight knit or legging style
Tight knit or stretch pants style
Sweat or jogging style
Proper undergarments are to be worn so they
are not noticeable under fabric of scrubs.
Overall Appearance

Isolation PPE attire is not to be worn outside of a
patient’s room.

Solid color socks that match the uniform must be worn.

Footwear must be clean. For safety reasons, footwear
must not be open at the toe. Sandals or shoes with holes
are not permitted to be worn by staff in any patient care
area.

Colored accessories such as belts, suspenders, or ties
are not permitted.
Overall Appearance

Jewelry should be modest, non-dangling, and not excessive.

Jewelry should be non-dangling with earrings no more than ¼” in
length.

Body jewelry (as it relates to body piercing of the nose, tongue, lips
and eyebrows) are not appropriate.

Fingernails should be kept neat with nails no more than ¼ “in length,
no artificial nails. This includes acrylic and gel artificial nails. Nail
polish, if worn, must not be chipped.

Hair must be neat, clean and pulled back during patient care, if it is
longer than shoulder length, with no extreme hair styles.
Student Guidelines
Student Guidelines
  Students
are not permitted to sign or
witness the signature of any legal paper or
document.
  Students
may not sign as a witness on a
consent form.
  Students
orders.
may not take written or verbal
Student Guidelines

Students will assume responsibility for patient care consistent
with their level of achievement and competency in school, the
course objectives, and their level of experience.

A student will never assume total responsibility for a patient. All
plans for patient care will be discussed with the student’s
instructor, preceptor, and/or primary nurse. The student’s
instructor, preceptor, and/or primary nurse are responsible for
tasks delegated to the student.

Provena Mercy Medical Center employees, who are in the
facility in a student capacity, will only perform task within the
scope of their objectives and not job related duties.
Student Restraint/Seclusion
Guidelines

Students are not allowed to remove or apply
medical and/or behavioral restraints.

The licensed practitioner is responsible for the
documentation, assessment, application, and
removal of medical and/or behavioral restraints.

Students may not place patients in seclusion.
Cafeteria
Location/Hours
Cafeteria is located on the lower level of the
General Hospital
  Open 7a.m.-7p.m. Daily (weekends closed
2-4PM)

•
•
•
•

Breakfast 7:00a.m. – 9:30a.m.
Lunch 10:45a.m. - 1:30p.m.
Dinner 4:30p.m. – 7:00p.m.
Late Night 10:00p.m. – 1a.m. Monday thru Friday, no
Holidays
Daily menu can be found on DOVEnet (the
intranet site) under the Café link
Important Numbers

Fire / Codes / Rapid Response – 1111

Nursing Supervisor – 5599
  Operator
  All
–0
clinical agency must report to the lower
level in Nursing Administration to be
signed in and get time cards signed.