Welcome to VCU Health System!
Student Volunteer Orientation
6/11 5
CCH– Critical Care Hospital
CCH
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Volunteers Make the Difference!
Welcome to VCU Health System. As the only level one trauma center in Central Virginia we serve a
broad range of patients and visitors during their most vulnerable times. With over 8,000 employees,
VCU Health System is constantly growing and diversifying in every measure. In addition to our clinical advances, medical research and workforce development initiatives, we are also on the forefront of
educating and training current and future healthcare professionals.
As a volunteer at our medical center, you will play a vital role in helping us reach our goals by
providing support services that enhance patient and family care. Your skills, customer service ability
and positive team spirit make it possible for our healthcare team to operate at a high level of service.
We know that it takes a special person to offer their time and energy free of charge and we are truly
thankful for your willingness to be a part of our healthcare team.
The following information is designed to help you acclimate to our system by providing you with
information that will ensure your safety, and the safety of our patients, guests, and employees.
Please pay special attention to the information presented and feel free to
ask questions of our staff should you need further clarification.
We welcome you and hope that you find your volunteer experience rewarding!
Volunteer Services Contact Info:
Office Location:
Main Hospital
1st Floor (Room 414)
Chasity Craft, Volunteer Coordinator
ccraft3@mcvh-vcu.edu
Position Open, Volunteer Coordinator
Mailing Address:
1250 E. Marshall St.
Box 980256
Richmond, VA 23298-0256
Amanda Landes, CAVS, Manager
alandes@mcvh-vcu.edu
Phone: 804-828-0922
Fax: 804-828-4752
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Who We Are
Since 1838, the Medical College of Virginia Hospitals (MCVH) has been on the forefront of advances
in healthcare, providing patients with some of the most progressive treatment and technology available.
The July 2000 transition to the Virginia Commonwealth University Health System (VCUHS) was another innovation. VCUHS is comprised of MCV Hospitals and MCV Physicians. VCUHS is affiliated
with VCU, but is a separate legal entity. In 2011, VCU Health System and Children’s Hospital of
Richmond joined to form Children’s Hospital of Richmond at VCU.
MCV Hospitals is the inpatient component of the VCU Health System. With 779 licensed beds, MCVH
has approximately a 20% share of the Richmond inpatient market. VCUHS records 30,000 admissions
and more than 500,000 outpatient visits each year. Over 80,000 patients are treated annually in the hospital’s emergency department, which is the region's only Level I Trauma Center. VCUHS also has outpatient clinics and MCV Physicians, a 600-physician, faculty group practice.
VCU Health System comprises nearly 200 specialty areas, many of national and international note. In
addition to multidisciplinary centers for cancer, cardiology, neurosurgery, and transplantation, VCUHS
offers virtually every form of contemporary medical service. VCUHS has received international recognition for early diagnosis and treatment of chest pain and strokes, organ transplant, head and spinal cord
trauma research, burn and wound healing, neonatal intensive care, and genetic research, as well as cancer research, treatment, and rehabilitation.
VCUHS is the only academic medical center in Central Virginia. As the regional teaching institution, we
offer access to some of the most advanced state-of-the-art treatments and technologies available. Our
medical staff includes internationally recognized physicians, dozens of whom have been recognized
among the best doctors in the country. Many VCUHS physicians also have been ranked among the top
doctors in Richmond in specialties ranging from allergies to vascular surgery. And for several years running, we've been selected by many of the rating organizations including National Research Corporation's
Consumer Choice, Solucient “Top 100” Hospitals, US News and World Report, and as a technology
leader by being recognized as one of the “Most Wired” healthcare institutions.
Making medical history is only part of the reason for the excellent reputation of VCUHS, thanks to the
dedication, compassion and expertise of its 8,000+ staff members. You will note that many of our physicians and Vice Presidents are dual role employees of VCUHS and VCU, providing patient care and
teaching students.
MCV, VCU Health System, VCU Medical Center?
You will hear employees, patients and the media refer to our facility by many different names. It was
formerly called MCV (Medical College of Virginia). Our legal name now is VCU Health System. In
this packet, we will typically refer to VCU Health System, or VCUHS for short, because that acknowledges the legal name of the organization.
VCU Medical Center refers to our physical locations, including on the MCV Campus of VCU, and is
also the name we go by in the public. It is what you might hear on the news, and how we would like for
you to refer to us.
Confused? Let’s review! We are VCU Health System, doing business as VCU Medical Center, in the
tradition of the Medical College of Virginia.
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What We’re All About
MISSION
The Virginia Commonwealth University Health System is an urban, comprehensive academic medical center in
central Virginia established to preserve and restore health for all people, to seek the cause and cure of diseases
through innovative research, and to educate those who serve humanity.
VISION
The Virginia Commonwealth University Health System is committed to excellence in patient care and education as
the preeminent academic medical center in the mid-Atlantic region. Quality and safety drive our vision, which is
propelled by the best people dedicated to:
Demonstrating superior value to patients, employers and payers;
Securing our position as a national leader in integrated delivery systems;
Fostering the contributions of all members of the health care team in the care of patients;
Educating the next generation of health professionals using leading edge techniques and innovation;
Applying novel research in the clinical and basic sciences, and translating new discoveries to patient care;
Ensuring sufficient assets to support our mission and vision though disciplined stewardship of financial activities
VALUES
Service
We put the needs of the patient first and strive to provide exceptional service to all patients, visitors, and team
members with whom we interact.
Trust
We earn trust from those we serve and from those with whom we work by our commitment to safety, privacy,
and accountability.
Attitude
We display a positive attitude through kindness, compassion, and empathy to those in our care and with whom
we interact.
Respect
We respect the dignity of each individual and celebrate the diversity of the communities we serve.
VCUHS Pledge
I will value each person with whom I interact by demonstrating respect, integrity and acceptance. I will
show value for the organization I serve through taking responsibility for its success, appearance and
safety. I am committed to excellence in my performance, support of the VCUHS mission, stewardship of
resources and protection of the VCUHS environment.
Service Expectations
It is our expectation that every patient, volunteer and employee of VCUHS is treated within the scope of
our S.T.A.R. values. These values speak to our very core of existence and are expressed in every way we
do business. We value our community and our internal and external customers.
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Additional Expectations for Volunteers
Complete health screening, Orientation, and background check
In order to protect our patients, staff, and volunteers, VCUHS requires that employees and volunteers
complete all of these requirements. You have already submitted your health screening forms, and will
submit background check form(s) before you leave this Orientation..
Update health screening and educational requirements annually
After the initial health screening has been completed, one TB skin test is required annually for all volunteers. You will also need to update with Volunteer Services annually so that we can ensure we have
your current contact information and can give you any new information (Volunteer Services staff
typically refer to this part of the requirement as “Re-orientation”).
Follow all established policies and guidelines
To ensure safety and compliance, staff and volunteers must conduct themselves within the limits of our
policies and professional guidelines. Some are specific to you as volunteers, and some apply to everyone who works or volunteers for VCUHS. Many of them are addressed throughout this packet. You
will learn many others from the staff in your specific volunteer area. Please contact Volunteer Services
any time you need clarification or more information.
Volunteer Parking
It is our expectation that you will show courtesy and consideration to our patients. Due to limited parking on the MCV Campus, we must give priority to our patients and their visitors. VCU Students are expected to use the Campus Connector from the Monroe Park Campus. The Campus Connector stops at
Sanger Hall, which is just around the corner from the Gateway Building. The Gateway Building is the
main entrance to the Medical Center from Marshall Street. For more information about route schedules
and times, please visit the VCU Parking & Transportation website:
http://www.bsv.vcu.edu/vcupark/pdfmaps/VCUCampusConnector.pdf
Non-VCU students: if you need parking arrangements, please discuss this with Volunteer Services.
Your Commitment
Whatever schedule you have signed up for is a weekly commitment. The staff on the units rely on volunteers to show up when expected, so please take your commitment seriously. If you must miss a shift
because you are ill or have an emergency situation, please give your supervisor as much notice as possible. “I need to study” is not an emergency excuse. Please plan in advance so that you are able to keep
your commitment.
Recording Hours
All volunteers must sign in and out for every shift. Although you are not being paid for service, it is important for us to maintain accurate time records for compliance. In addition, for safety and security it is
important to know who is in the environment. For those who need a record of their volunteer hours,
signing in is the only way we can verify the hours you have accumulated.
We are introducing a new system for recording hours! This will be explained to you in the Volunteer
Services office when you come in to complete your orientation requirements. You will need your ID
badge(s) to sign in and out. (More information about badges is on the following page.)
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VCUHS Volunteer ID Badge
Wearing an ID badge is a requirement under VCUHS policies and a part of regulatory guidelines. You
must wear your badge at all times while volunteering, and it must be displayed prominently.
VCU Students: You must also have your VCU student badge with you when you volunteer, in addition to displaying your volunteer ID badge
If you will be volunteering before 7am, after 7pm or anytime on the weekends, notify Volunteer Services so we may coordinate swipe access to the office (VCU Students: you will use your student badge
for this). If you lose your badge, you must ask Volunteer Services to request a new one. You will be responsible for the replacement charge. VCUHS Badges must be returned to the Volunteer Services Office
upon completion of your service.
ID Card Office
In order to obtain your VCUHS ID, you must visit the VCU Card Office in person, and you must have
a valid government-issued photo ID (or a VCU Student ID) with you. If you need directions, come to
the Volunteer Services office first and we will provide them.
Sanger Hall Basement - Room B1-018
Monday - Friday: 8:00 am to 4:30 pm
628-2273
Note: If you are currently a VCU student, you will keep your VCU badge and obtain a VCUHS badge. If you have recently
graduated from VCU or left employment at VCU, you will need to turn in your VCU badge to obtain a blue VCUHS badge.
Dress Code
With few exceptions*, you are expected to follow this dress code every time you volunteer:
VCUHS ID badge clipped high (to your collar) or hanging around your neck
Volunteer uniform shirt
This is the red polo shirt with our emblem on it. They are $10, which is paid to the Cashier’s Office (just outside Volunteer Services) by cash, check or charge during regular business hours.
Bring the receipt to our office and we’ll help you get the right size.
Khaki or black pants (NO JEANS)
Can be other colors as long as they are office-appropriate.
NOT ALLOWED: jeans/denim, sweatpants, athletic pants, skin-tight leggings
When it is warm outside, pants must still be knee-length or longer. Shorts or Capri pants that
are at least knee length may be worn if permitted by the dress code on your particular unit (ask
your supervisor)
Closed-toed, closed-heeled shoes that are comfortable for walking/standing. Rubber soles are preferred. Tennis shoes are a good choice, as long as they are clean. No flip-flops or any other opentoed sandals are permitted at any time.
On the days you volunteer, please limit the amount of fragrance you wear (perfume, cologne, lotion,
etc.). This is for the comfort of our patients, who are sometimes very sensitive to smells.
*The PACU requires volunteers to wear scrubs and will loan a set to you during your shift. PACU volunteers must still arrive following the dress code except for the uniform shirt.
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VOLUNTEER POLICY
Volunteers May:
Do many things! Your unit supervisor (or their designee) will orient you to your area and train you
on the tasks they would like you to perform. These duties should include those listed on the position description you read when you chose your placement. You will be given a copy of that description when you come to the Volunteer Services office to complete the orientation requirements.
You need to familiarize yourself with the list below of the types of things volunteers
are NOT allowed to do, as you are responsible for acting within these boundaries.
This list does not give many specific details. If you have any questions about whether or not something is appropriate, it is your responsibility to ask in order to protect
the patients, yourself, and the organization. Volunteer Services will be happy to talk
with you (and also your supervisor, if necessary) to clarify what is OK and what is
not OK.
Volunteers May Not, and Should Not be asked to*:
Move a patient in bed
Move a patient from bed to wheelchair and vice versa
(Note: the two listed above indicate that volunteers should not physically touch
patients. If you are in a situation where a patient needs assistance or a staff member needs
assistance with a patient, you can help by getting another staff member.)
Perform any professional service, such as taking temperatures
(This includes anything clinical or that requires any type of licensure or certification)
Access any confidential information, such as patient charts
(Unless it is necessary to complete your duties. See the section on HIPAA/Confidentiality)
Provide grooming assistance for patients
Handle specimens or soiled linen
Operate patient equipment
Be left alone with patients assigned to units licensed by the Department of Mental Health,
Mental Retardation or Substance Abuse
Even if a task is allowed by policy, if you have been asked to do something you are not
comfortable doing, you have the right to refuse (politely) and ask if there is something
else you can do to help.
*According to VCUHS Policy No. 2113.01. Subject: VOLUNTEERS
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Teamwork at VCUHS
In this section of your orientation, we will examine teamwork at VCUHS. While teamwork is essential,
it does present challenges. All of our employees and volunteers bring with them a unique skill set, personal histories, and professional expectations that shape how they relate to one another. In this section,
we will look at a few ways to help promote productive teams and to ensure that you understand your
contribution to the team.
We know that teamwork is essential to ensuring that we accomplish our mission on a daily basis. Our
teams may be small or large, within a particular department or interdisciplinary. Whatever the size or
function of the team, each team member brings with them a unique skill set and personality that can
help the team succeed.
The most important thing to remember is that teamwork takes time. Just as families aren’t built in a
day, it takes time to form trusting bonds with your colleagues and to learn everyone’s preferred communication style. While it may take time, it isn’t impossible and you will easily begin to notice those
high performing teams among us that have committed themselves to doing the work of our mission and
living our values.
As you begin your volunteer service at VCUHS, keep these things in mind.
We are all different and that’s a good thing.
Who wants to work with clones? It’s great to have contrasting viewpoints and ways of accomplishing a
task. As long as we are respectful of our differences, we can learn from them and grow.
Don’t rush to make value judgments against people.
We all have personal paradigms that are influenced by our experiences. It’s not always a case of right
vs. wrong. We see things differently because we have different eyes and different experiences.
Direct communication is the key.
Too often issues that could have been solved by a simple respectful, direct conversation are blown out
of proportion because we do not discuss the things that are bothering us. If you and a colleague are having trouble seeing eye to eye, find a way to discuss it with them, or enlist the help of your manager, but
give people a chance to do the right thing before we assume the worst about them. Also, understand
that sometimes we may have to agree to disagree.
If you have hidden talents, unhide them.
If you know that you have special talents that could benefit the team, talk to your manager and find a
way to use them. Everyone loves a person who can bring solutions to the team, so don’t just sit there,
speak up and show them what you’ve got.
Value your colleagues and their contributions.
It is impossible to achieve our goals and meet the needs of our guests without working together. We all
play an integral part in putting our best face forward, so remember that everyone’s job counts and we
couldn’t do it without all of us.
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Guest Relations at VCUHS
In this section, we will examine customer service, or guest relations, as we call it at VCUHS. Our patients and visitors are our guests and deserve to be treated with dignity and respect. We are an organization that values the safety of our patients and believes that by providing them the very best in customer
service we will continue to be able to provide the very best in patient care.
As the only level one trauma center in Central Virginia, we serve many patients and families in their
most vulnerable times. Our patient population is diverse in every aspect. Our patients range in age, educational level, socioeconomic status, gender, abilities, faiths, political affiliations, cultures, nationalities,
English proficiency, etc. They ALL want to be treated in an environment of care, concern and compassion. They value confidentiality, professionalism, honesty and accessibility of services. Volunteers are
ambassadors of this institution and contribute to providing the very best in guest relations.
Professionalism
Presenting yourself in a professional manner is part of your role as a volunteer.
No chewing gum while you are on duty
Cell phones should be stored with other personal belongings while in the hospital. Calls may be
made in lobby areas during breaks.
Do not discuss anything personal about yourself within the environment.
It is especially important to keep professional boundaries between yourself and patients. Do not
give out your personal contact information, purchase gifts for patients, etc.
Follow practices that reflect punctuality, diligence, and trust:
Arrive on time. If you cannot help being late, or if you will be unable to come at all, give your supervisor as much notice as possible
Carry out all duties in a timely manner, but without rushing
Never enter a section of the hospital (or any building) you are not authorized to enter
Never take belongings or equipment from a specific area unless asked by your supervisor
Be considerate of the feelings of sick patients and upset or grieving family and friends
The Power of Communication
It is very important to communicate well with staff when you have a question about your tasks or if you
are communicating a question or an issue on behalf of a patient or visitor. Be sure to ask clarifying
questions or pass along information appropriately. Be mindful of the timing (do not interrupt staff if
they are dealing with something more urgent) and the location (patient or other confidential information
should not be communicated where others might overhear).
Communicating well with patients and visitors is also important. Our patient population is very diverse, so there may be times when a misunderstanding arises. It is important to understand that we all
interpret information based on our personal paradigms. A paradigm is “A set of assumptions, concepts,
values, and practices that constitutes a way of viewing reality…”
When a message is communicated to a guest, it may be interpreted a number of ways. Some of the
things that influence how a message is received include: body language, tone of voice, environmental
issues, culture, actual words used and level of language proficiency.
While you can’t control how someone processes information received from you, you can control how
you respond to miscommunications. You can also take the initiative to check back with the individual
to clarify their understanding of your exchange.
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Commitment to Diversity
With one million potential patients in the Richmond area alone as well as daily advances in medicine,
diversity is a major factor in our continued success as a world-class specialty care and research institution.
We believe diversity is not limited to just the ethnicity or race of our employees, volunteers and patients.
It also involves diversity of ideas, thoughts, background and techniques. We believe the fabric of our
culture is rich with diversity due to our collective awareness and support.
In particular, we’re focused on diversity in several key areas that align with our mission including:
Care - Promoting diversity means customizing the care we provide. Our employees work with patients
to overcome cultural and environmental barriers. We tailor our services for the needs of elderly, youth,
non-English-speaking and ethnic populations. To fulfill our mission and be successful, enhancing cultural competency is crucial.
Education & Research - We challenge each other through continuing professional development and
enhancing research. This lifelong learning enables diversity of ideas and promotes better solutions. Our
diverse work groups and teams are redesigning our processes and procedures. The results are better –
and less costly – ways of getting the job done.
Community - Our focus on meeting a changing community’s needs requires diversity skills to broaden
our services and our service areas. As the community changes, we do as well. Our strong community
partnerships and our philanthropic efforts allow us to keep in tune with changing needs and changing
times.
Performance - Through diversity, we fuel maximum performance for the good of our patients, employees and community. Diversity supports a constant standard of high quality while adapting to special
patient and employee needs.
People - Our more than 8,000 employees and our numerous volunteers each bring a unique background, knowledge base and skill set to make VCUHS a beacon of success. This diversity allows us to
be a stronger and more competitive health care institution.
Culturally & Linguistically Appropriate Services (CLAS)
We are mandated by law and by our internal policy to provide patients with limited English proficiency
meaningful access to healthcare in their native language. We do this by providing certified, live interpreters when possible, and by using the Cyracom telephone network of trained medical interpreters.
Often family members are not familiar enough with medical terminology to use the correct terminology
in explaining care and treatment options.
We want to ensure that our patients are able to fully participate in their care by receiving accurate information by qualified medical interpreters. While you may speak another language, please refrain from
interpreting for our patients. Requests for live interpreters go through the Office of Language Services. You are welcome to use your language skills to help patients or visitors find their way around
the facility, or to have general conversation.
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Service Recovery
When a miscommunication has occurred there are several things that you can do to help fix the situation. We call these steps Service Recovery or in other words, making a wrong right. When most people
have bad experiences, they tell at least 10 people. That’s another reason (in addition to addressing the
needs of the individual) why it’s so important to quickly and compassionately resolve guest issues.
Let’s look at the steps we should follow.
Listen
Listening is very different from hearing. I may hear you raise your tone, but if I listen to what you are
saying, I may realize that you are not really upset over what I assumed, it may be something altogether
different.
If after listening, you are not completely sure, kindly ask the guest “Ms. Jones, I want to help you. In
order to communicate this correctly to the proper person, I want to be sure I understand. How can I
help you?”
Express concern
When something has upset you, you want to know that someone cares. As volunteers of VCUHS it is
your job to care about the experiences of our guests. When appropriate, apologize. When an apology is
not the correct response, be sure to express concern for their situation, “Sir, I can see you are upset, I
will do my best to help you.”
Never tell a guest that you understand how they are feeling, even if you think you do. This can backfire. If you have never had cancer, do you really understand how the patient must feel? Even if you
have had cancer, you may not be aware of other things going on in the patient’s life that affect how
they are feeling. Instead, offer comforting words.
Problem solve
Healthcare is very different than most service oriented industries in that the “customer” may not always
be right. While we can’t make every guests experience “right” (despite our best efforts, sometimes patients will pass away due to illness/trauma.), we can do our best to assist our guests when they are in a
situation that warrants concern. In that instance, honesty is the key. As a volunteer, you may not be
able to solve problems in our environment, but you can try to find someone who can.
Follow Up
Once you have taken steps to resolve a conflict, be sure to follow up with the guest. Thank them for
bringing the issue to your attention and for being patient while you helped to resolve the problem. Tell
them what to expect (ex. Mrs. Johnson, you can expect to receive a phone call from our senior manager
within 24 hours regarding this matter).
Learn
Whenever we experience conflict, it presents an opportunity for us to grow in our communication skills
and to also understand an issue from the view of our guests. If a conflict presents itself on a regular basis and you see a pattern of behavior, there may be an internal problem that needs to be addressed on a
systems level. This could relate to our processes, policies, equipment or simply communication breakdowns. Whenever a problem is identified, be sure to report that issue to the proper management (or to
Volunteer Services) and to learn from it.
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Safety
The next section of your orientation will focus on safety. We will examine safety as it relates to you, our
staff, our guests and property. Below you will find excerpts from our safety brochures and seminars.
Personal Safety
One of the most important things you can do to ensure your safety is to be aware of your surroundings
at all times. All VCUHS employees and volunteers are required to wear their badges in a visible location so you will be able to easily identify who belongs in our work areas and who doesn’t.
Property
Property theft is the most common crime on our campus. Adopting safety practices such as locking up
your purse or other valuables during the day and making sure that when you park your car, you have
removed all valuables from plain sight, help to keep you safe. We encourage you not to bring personal
valuables to the medical center. If personal valuables are lost or stolen, you are solely responsible for
the loss.
Volunteer Services provides lockers for anything you must bring with you. We strongly recommend
locking up your valuables. Locker keys will be issued to volunteers during their shifts, at the end of
your shift, return the keys so that other volunteers will have the opportunity to secure their valuables.
Do not take locker keys home with you.
In addition to protecting your valuables, we want you to protect yourself. Throughout our campus, you
will find yellow ERTS (emergency response telephone system) phones. These phones provide a direct
communication between the VCU Police Communication Center and once activated, identify the location from which you are calling. When in doubt, use the phone. Never second-guess yourself if you feel
a situation is unsafe.
Alert
VCU police have instituted an emergency contact system for all staff, volunteers and students. You may
visit the VCU Alert website, www.vcu.edu/alert/*, to register to receive text messages during a crisis.
This site will also have important information regarding a variety of emergency situations and links to
other resources you should consult in the event of an emergency. *www.vcu.edu/alert/
In addition to text messaging, there are sirens located on both campuses to alert you during a crisis. The
sirens are tested once a month (the first Wednesday at noon). Any other time you hear the siren, get into
the nearest building and stay there until it is safe to leave.
No Weapons
Weapons are prohibited at all times at VCUHS operated facilities or parking areas, regardless of whether or not you have a valid permit to carry a weapon. Often people will ask about pepper spray or mace.
The use of mace is illegal and we do not advise using pepper spray unless you have been trained to do
so.
Why? Depending on the direction of the wind, you may end up being the victim of your own protection
device. You may also accidentally spray someone who wasn’t trying to harm you and end up being
sued. In addition, pepper spray may or may not have a significant impact on every individual. Some
people have a very high tolerance for such devices or sprays, so spraying someone who is trying to attack you may not help you.
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Environmental Health and Safety
As a volunteer you are expected to follow proper procedure for maintaining safe working environments. This
includes being aware of our safety codes, knowing policies and participating in safety drills. When you get to
your volunteer area, your supervisor will go over the fire safety procedures for your department, along with
any other pertinent safety information. Be sure to pay special attention as this affects your safety, as well as
everyone else in the environment.
You will receive a RACER Emergency Procedure Card based on your volunteer location. This card will
have the appropriate emergency numbers and a list of important departments you may access in case of an
emergency. Place this card in your badge holder and keep it with you at all times.
*50 vs. 911
Some of our sites use *50 as the phone number for emergencies. In the hospitals and clinic buildings on
the MCV Campus, you can simply dial *50 to report a situation that needs immediate response. It could
be a patient emergency, a security problem, or a potentially hazardous or dangerous situation. Tell the
operator where you are and what the situation is, and they will send the appropriate response team to that
location.
Some situations that would require calling *50 :
Patient Emergency
If no staff are nearby
Medical Emergency
→→→→
Anyone, anywhere in the buildings
Facility Emergency, including Fire (Dr. Red)
↓
Recognize Stroke...FAST!
Face: Does the face look uneven?
Arm: Does one arm drift down?
Speech: Does their speech sound strange?
Time: Call for help- every second counts!
Fire Safety
Fire Alarm = DR. RED
All fire alarms should be treated as actual emergencies. Never assume a fire alarm is just a test or false
alarm. In general, the procedures we are all expected to follow in the event of a Dr. Red are the RACER procedures. Make sure that you always listen and follow the directions of someone in charge in
whatever area you are in when the alarm goes off.
R.A.C.E.R.
Rescue anyone in danger
Activate the fire alarm - *50 in hospital buildings, 8-1234 in academic buildings
Close all doors to contain smoke
Extinguish the fire (IF you have received fire extinguisher training here, otherwise Exit or Evacuate)
Relocate patients to a safe area (when applicable – be sure to follow the directions of medical professionals regarding transporting patients in an emergency)
Be sure to familiarize yourself with at least two ways to exit your building in the event of a fire
emergency (not including elevators!).
VCU Medical Center is a smoke free campus! This includes the entire area between Broad Street,
10th Street, and the interstate. There are no designated smoking areas.
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Worker’s Right-To-Know (Hazard Communication)
OSHA’s Hazard Communication Standard, also known as “worker’s right-to-know,” requires that all
U.S. workers will be informed about the hazards in their work place. Employees must be told how to
prevent injury from exposure to hazardous chemicals found within their work environment. The worker’s right-to-know law also requires the following:
A comprehensive chemical inventory must be made of all hazardous materials found within the work
environment.
Material Safety Data Sheets (MSDSs) must be maintained for each chemical listed on the inventory.
Copies of the MSDSs must be made accessible to all employees.
All containers of hazardous chemicals must be labeled with the appropriate warning information, including the potential hazards of the product.
Employees must also be informed of the chemical hazards in their work place, how to protect themselves from these hazards and what to do in the event of an emergency.
Radiation Safety
While you may not be classified as a radiation worker, your work may be located near a radiation area or
you may need to enter a room posted with a radiation sign.
Sources of Radiation at VCU
At VCU/VCUHS, the main sources of radiation exposure include laboratories, patients and X-ray producing machines. Patients can be a source of radiation when they have undergone treatment or tests using radioactive medicines or sources. Do not enter a patient’s room that has a sign posted with the radioactive symbol. Machines, such as diagnostic and dental X-ray machines and therapy units, are located in
patient service areas. This type of radiation does not cause the equipment, patients, or clothing to become
radioactive, but external exposure can occur if the machines are approached while in use. Therefore, entry to these rooms is prohibited while the equipment is operating.
ALARA
VCU/VCUHS is committed to keeping radiation exposures as low as reasonably achievable (ALARA).
Coordinated by the University’s Radiation Safety Committee, the ALARA program sees that every activity involving radiation is planned to minimize exposure for employees, students, patients and visitors.
Worker’s Right-To-Know Statement
Signing this document does not relieve VCU/VCUHS of responsibility or negate the employee’s (or volunteer’s) rights to protection. It merely signifies that the individual has been informed of his/her right-toknow.
Reporting On-the-Job Injuries
It is important for you to know that you are responsible for the risk you take just by being a volunteer in
our environment. Volunteers are not covered by Workers’ Compensation or VCUHS liability insurance.
Be aware of your surroundings and follow all policies and safety guidelines given to you as part of this
orientation, and at any point in the future. If you do sustain an injury while volunteering, notify your
supervisor and Volunteer Services as soon as possible.
Emergency Department
If you are injured/exposed while volunteering and you need to be examined or treated, notify your supervisor or the person you are working with that day. If it is not something that can be handled on your
unit, you need to go to the Emergency Department. Be sure to tell them you are a Volunteer when you
register. The Emergency Department is the Ground floor of Main Hospital. Again, you are not covered
by our insurance, so you may be responsible for any charges related to your care.
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Infection Control
Hospital Epidemiology is responsible for providing information, training and surveillance to help control the spread of infectious diseases in the hospital environment. Epidemiology develops and coordinates programs intended to satisfy various federal mandates such as the OSHA Bloodborne Pathogens
Standard. The Standard Precautions program outlines how employees can minimize their exposure to
infectious agents within their work environment.
Wash your hands as often as necessary. Cleanliness is the key to infection control.
Follow these precautions:
Use Water and Soap - warm water and lots of friction. Lather and scrub hands and wrists for 30 seconds, then rinse thoroughly.
Dry Hands Well - with paper towels. Use a paper towel to turn off faucets and open the door.
Use waterless foam or gel as needed or when soap and water are not available.
Certain situations (patients on Contact Precautions) require the use of a medicated hand soap.
When to Wash Your Hands:
Before and after your volunteer shift
Before and after physical contact with each patient, or entering a patient’s room
Before putting on and after removing protective clothing
Before and after eating, drinking, or handling food
After using the toilet, blowing your nose/coughing/sneezing
Whenever hands become obviously soiled
After handling contaminated items
Some Tips to stop the spread of infection:
Report any Illness, such as a cold, flu or infected cut to your supervisor. Do not come in to volunteer if
you are potentially contagious or have a fever (remember to notify your supervisor).
Maintain Good Health with a balanced diet, plenty of sleep and regular exercise.
Practice Good Personal Hygiene:
Bathe or shower daily
Keep your hair clean
Keep nails trimmed and clean (artificial nails are not allowed in some areas)
Cover or wear a restraint for long hair if asked
Wear clean clothes every day
Wear minimal jewelry
Standard Precautions:
Understand what causes infections and how they are spread
Learn the infection control procedures for your job
Use infection control procedures every time
Take steps to prevent contact with blood and body fluids of ALL patients
Wear protective clothing when necessary
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Transmission-Based Precautions (Isolation):
These are used in addition to Standard Precautions to try to prevent transmission of certain diseases/germs.
Patients may be placed on “isolation” for a number of reasons to protect them and/or to protect others
(including staff and volunteers). These patients will be in a private (one-bed) room and will have a sign on
their door to indicate the precaution.
Consists of 3 types; Airborne Precautions (pink sign), Droplet Precautions (orange sign), and Contact
Precautions (green sign)
Care providers must wear specially-fitted masks to enter rooms with Airborne or Droplet
Precautions (pink and orange signs). Volunteers are not permitted to enter these rooms.
Anyone entering a room with a Contact precaution (green) sign should wear a disposable gown and
gloves (wash hands before putting on and after removing). Double-check with your supervisor or at the
nurses station before entering these rooms to see if it is necessary and an acceptable risk.
Compliance
VCUHS is committed to an environment of uncompromising integrity and ethical conduct. We maintain
a code of conduct and Professional Code of Ethics that all employees and volunteers are required to follow. Our ethical standards are the foundation for our decisions and actions. These standards are: Respect,
Honesty, Excellence, Responsibility and Accountability, Stewardship and Compliance. We are also governed by regulatory agencies and laws that dictate certain expectations and can have major consequences.
Recognition and Reporting of Abuse
Healthcare workers are required by law to report suspected neglect, abuse, or exploitation of anyone they
think might be a victim. As a volunteer, your role is to report any suspicions you have to staff, such
as your supervisor or a nurse- NOT to confront the suspected victim or abuser.
Adult abuse is willful infliction of physical pain, injury or mental anguish, or unreasonable confinement.
Abuse can take many forms– bodily harm, pain, mental distress.
Physical Abuse can include kicking, punching, beating, other forceful behaviors; rape or other sexual
abuse. Possible visible indicators include broken bones, scratches, punctures, burns, bruises, dehydration, and malnutrition.
Emotional Abuse is willful infliction of mental or emotional anguish by threat, humiliation, intimidation
or other conduct. Indicators may be hard to recognize and include depression, anger, anxiety, isolation,
and withdrawal.
Possible indicators that someone is an abusive caregiver include conflicting stories or accounts of accidents, complaints about the person as a burden, and isolating the victim from others, including friends
and family.
HIPAA/Confidentiality
One of the major components of our compliance plan is compliance with laws that govern patient privacy, like HIPAA. The HIPAA Privacy Rule establishes national standards to protect individuals’ medical
records and other personal information. HIPAA requires appropriate safeguards to protect the privacy of
personal health information, and sets limits and conditions on the uses and disclosures that may be made.
VCUHS expects all employees and volunteers, regardless of their function, to be familiar with HIPAA
and to adhere to the proper procedures surrounding this law. You personally can be charged and fined
for any breaches, in addition to any repercussions to the organization. The following is a summary of
important points you need to remember regarding HIPAA.
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Patient Privacy
As a volunteer of VCUHS you are required to respect and maintain the privacy of our patients, guests,
and employees. Discussion of individual patients or their conditions should not occur unless necessary.
Even if it is necessary to discuss something regarding a patient, it should not be done in public areas
(even if you are not talking about a patient by name). Other patients and employees will doubt our
commitment to protection of privacy if they hear patient information discussed in a public area (near an
elevator, hallway, coffee cart, restroom, etc…).
Sometimes well-meaning people share information about a patient with a family member, neighbor or
pastor. Even though they have good intentions, by sharing this information, they violate our expectations and the laws of patient privacy. We must always remember that each person deserves to have their
privacy guarded and their information kept confidential. You must not share anything you see or learn
with other people inside or outside this organization unless it is necessary to provide treatment.
Privacy of Medical Records
HIPAA requires strict control on access to protected health information (PHI). Volunteers should not
give out PHI in person or over the phone. Only the patient or their assigned representative has access
to view PHI. PHI may only be accessed if it is in regards to treatment, payment, or other healthcare
operations (TPO).
The Privacy Rule also protects a person from entities who may want to get their personal health information for unlawful purposes. Examples might be insurance companies, employers and the media.
As a volunteer you will not be in a position to authorize the release of a patients medical records or protected health information. If you are ever requested to do so or if you are in a situation in which you
feel uncomfortable, contact your supervisor immediately.
Notices of Privacy Practices
There must be notices about health information privacy posted by each health provider. Every patient
will receive a notice about health information privacy at his or her first visit with the health provider.
The notices must include information on how a patient can file a complaint. It must include the name of
a contact person and how the entity will correct any problems concerning privacy of patient health information. This notice will also be placed on the health provider’s website.
The Security Rule
HIPAA also covers the need for electronic privacy. Computer terminals must be protected from misuse.
Passwords need to be used to gain access to electronic information and they must not be shared with
others. PHI on computers must be protected through administrative procedures and physical safeguards
so that non-authorized persons cannot gain access.
News Media and Social Media
If you are ever approached by a reporter or anyone from the news media, you should refer them to
VCU’s Office of Communications and Public Relations.
You must not share any information online that you would not be permitted to verbally share with anyone else. Do not post anything that would be considered confidential or protected information on
Facebook or other social media sites.
What does this all boil down to? A strict adherence to confidentiality of information concerning all our
patients to protect our patients, ourselves, and the organization. This covers everything from confirming
that someone is indeed a patient to talking to a friend about a patient’s condition. Basically, keep everything to yourself! If you have questions, please speak with someone in Volunteer Services.
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In Order to Volunteer during Spring 2014
Thank you for reading over this packet of important information since we were
unable to present it to you during the orientation sessions originally scheduled.
You are responsible for knowing and understanding this information.
Please contact Volunteer Services if you would like to go over any of this information in more detail. You must read the rest of the information below and complete the steps outlined in order to volunteer.
Spring 2014 volunteering will begin the week of Feb. 3.
If your department is having a special group training next week (during the week of Jan.2731) , you must attend that orientation in order to begin volunteering on your regular day and
time the following week.
The last “official” week of volunteering for the Spring semester. will be the week of April 21-27.
If you have any questions or concerns , please contact Volunteer Services.
Note: If you would like to continue volunteering over the summer, please discuss that with
Volunteer Services at the end of the Spring semester. We will need to put you on a Summer
schedule. Your shift time and placement from the Spring will NOT automatically continue.
Even if you would like to continue volunteering in the same place at the same time, you need
to make sure to talk with us! You do not need to get any TB tests or other updates until we tell you
or it has been one year since you started with us. If you are not available during the summer but would
like to volunteer again in the Fall, scheduling will take place in August.
In order to volunteer this semester, you MUST complete the
orientation process:
You need to come to the Volunteer Services office next week (between Jan. 27 and
Jan. 31):
If you are signed up to volunteer in one of the areas that has a group orientation, you must
come to Volunteer Services at least 30 minutes BEFORE that orientation.
If you do not have a group orientation AND you are scheduled for a volunteer shift that begins after before 8:00am and 4:00pm or is anytime on the weekends, you need to come in on a
weekday between the hours of 8:30am and 4:00pm.
If you do not have a group orientation AND you are scheduled for a weekday shift that starts
between 8:30am and 4:00pm, you should come in at your regular shift time.
When you come to Volunteer Services at the time explained above, here are the
things you must do to complete the orientation process:
Turn the signed forms that accompanied this packet online (or sign them in our office)
Complete background check forms (you must bring a driver’s license, passport, or other
government-issued ID with photo and signature)
Sign a position description and receive a copy for yourself
Pick up your volunteer ID badge
Purchase a uniform shirt ($10)
Learn where and how to sign in and out
Let us know if you have any questions about the information in this packet or otherwise
Thank you for your attention to these requirements and to all of this
important information. We look forward to seeing you next week
and working with you this semester!
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