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Volunteer Orientation

Need to Know about Holy Cross Health

Our Mission We, Holy Cross Health and Trinity Health, serve together in the spirit of the Gospel as a compassionate and transforming healing presence within our communities. We carry out this mission in our communities through our commitment to be the most trusted provider of health care services.

Holy Cross Health’s team will achieve this trust through: • Innovative, high-quality and safe health care services for all in partnership with our

physicians and others • Accessibility of services to our most vulnerable and underserved populations • Outreach that responds to community health need and improves health status • Ongoing learning and sharing of new knowledge • Our friendly, caring spirit

Our Core Values

• Reverence: We honor the sacredness and dignity of every person • Commitment to those who are poor: We stand with and serve those

who are poor, especially those most vulnerable • Justice: We foster right relationships to promote the common good,

including sustainability of Earth • Stewardship: We honor our heritage and hold ourselves accountable

for the human, financial and natural resources entrusted to our care • Integrity: We are faithful to who we say we are

Our staff and patients come from very diverse backgrounds

Our dress code is called “Business Casual”

A smile: The one accessory that is always right!

Holy Cross Hospital Received Top Performer Quality Award from The Joint Commission Consecutive Year • Holy Cross Hospital was recognized for

all four categories of adult medicine that were rated: heart attack, heart failure, pneumonia, and surgical care.

• We are the only hospital in Maryland and in the Greater Washington, D.C to be recognized four consecutive years.

• Holy Cross Hospital is one of only 50 hospitals nationwide to be recognized as a Top Performer for all four adult measures in both 2010, 2011, 2012 and 2013.

Holy Cross Germantown Hospital

• Opened in October 2014

• First new hospital in Montgomery County in 35 years;

first in Maryland in 25 years

• First hospital to be built on the campus of a community

college

• Full service hospital – Acute Care, Surgery, Maternity

Services, Behavioral Health, Special Care Nursery,

Intensive Care

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Volunteer Basics

• Sign In and Out Every Time

• Commit to 100 hours-you can change your schedule when you go back to school

• Call your supervisor if you can’t make your shift

• Tell us in the Volunteer Office if you change your phone number or address

Regulatory facts you need to know

Overhead pages you need to know

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Code Red: Fire Event Code Blue (adult; child; maternal): Cardiac Arrest Code Green: Disruptive Person Code Silver Active Shooter Code Gold Bomb threat Code Pink (Infant; child) Security Alert Code Yellow Disaster Code Delivery Baby being born outside of L&D

The State of Maryland Requires all Employees and Volunteers to:a Badge

Wear your badge at chest height so it is easy for others to see who you are

Infection Control

• Wash hands for at least 15 seconds before and after each patient encounter.

• Do not wear artificial nails

when in direct contact with patients, their food, medications, and equipment.

• Use waterless, alcohol

based hand sanitizers to

clean hands when they

are not visibly soiled.

• Foam in, Foam out

Wearing gloves appropriately includes removing after each patient with hand washing to follow.

AND

what does it have to do with

Confidentiality?

What not to say

What does HIPAA

stand for, and what

does it mean,

anyway?

You can Help by: • Inappropriate clothing

for the weather

• Evidence of prior bone fractures on x-ray

• Poor hygiene and/or poor nutrition

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Signs of Abuse

• Providing a safe and secure environment because they have potential for falls

• Presenting opportunities for the patient to share past experience

• Encouraging “life review.”

Regulatory Facts You Need To Know:

• We are all required to recognize when someone is having a stroke.

• So let’s look at STROKE AWARENESS

• Stroke is defined as a sudden interruption of blood supply in the brain that can lead to rapid neurological damage.

STROKE

STROKE AWARENESS

STROKE AWARENESS

• Signs and Symptoms of a Stroke includes SUDDEN: – numbness/weakness one part or side of the body, such as

face, arm, or leg

– confusion, trouble speaking or understanding

– problems seeing in one or both eyes

– dizziness, loss of balance or trouble walking

– severe headache with no known cause

– decrease in level of consciousness

www.AmericanStrokeAssociation.com

The key term here is….

Sudden!

ACT FAST at the first sign of stroke

• The best quick assessment for testing of symptoms of a stroke is using the F. A.S. T. exam

• The average stroke patient loses 32,000 brain cells every second

• The faster you act when stroke symptoms occur, the faster treatment can be delivered to reduce severe disability or even prevent death

STROKE AWARENESS

• F- (FACIAL)- Ask

the person to smile to assess for facial droop

• Does one side of the face droop?

FACIAL

DROOP

STROKE AWARENESS

STROKE AWARENESS

• A - (ARM)-Ask the

person to raise both arms to assess for a drift.

• Does one arm drift downward?

DRIFT

* S- (SPEECH)- Ask

the person to repeat a sentence (It is a rainy day?)

*Are the words slurred?

*Can the person repeat the sentence correctly?

STROKE AWARENESS

• T-(TIME)- If the

patient or an employee shows any of these symptoms call 2-2222 for the STAT TEAM IMMEDIATELY!

• The STAT team MD will assess the patient to see if this is a potential stroke patient.

STROKE AWARENESS

• REMEMBER TIME IS BRAIN: ACT FAST

• AT THE FIRST SYMPTOMS OF A STROKE CALL 2-2222!

STROKE AWARENESS

• How do you activate the Stroke team?

a. Dial 911

b. Dial 211

c. Dial 2-2222

d. Dial 666

e. None of the above

STROKE AWARENESS

Benefits of being on staff here!

• $5.00 voucher

• Movie tickets

• Car wash

• Cafeteria discount

• Gift Shop discount

• Community classes

• Free lectures in-house

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FIRE TRIANGLE

FIRE SAFETY

• What we should know – Code Red – RACE & PASS

– Types and locations of fire extinguishers

– Location of fire alarm pull stations

– How to evacuate your work area

– How to pull a fire alarm – call extension 2-2222

– Any suspicion? CALL 2-2222

IN CASE OF FIRE

• RACE

– Rescue – remove patients

– Alarm – pull alarm, call x2-2222 to

confirm location

– Contain – close the door

– Extinguish

• Evacuate horizontally

• Location of medical gas shut off valves

• PASS for using an

extinguisher • Pull the pin • Aim at the base of the

fire • Squeeze the handle

(expect a little kickback) • Sweep at the base of

the fire

USING AN EXTINGUISHER

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How can you help?

• Make sure your area is fire safe!

• Keep your work area clean and free of clutter • Make sure the hallway where you work can easily be an

escape route • Don’t block fire alarms or fire extinguishers with

equipment at any time • Don’t let linen or trash build up. Call EVS if trash or linen

starts to accumulate!

EMERGENCY POWER

Red outlets supply emergency power from our backup generators. If the power goes out, these outlets still provide power. ALL life sustaining equipment (ventilators, crash carts, etc.) must be plugged into red outlets

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WHAT’S WRONG WITH THIS PICTURE??

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WHAT’S WRONG WITH THIS PICTURE??

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WHAT’S WRONG WITH THIS PICTURE??

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WHAT’S WRONG WITH THIS PICTURE?

GENERAL SAFETY • Know where your eyewash station is located

• Report trip/slip hazards

• Report any issues you see

• Do not enter construction zones

• Make sure linen is covered

• Know your waste streams (red bag, black bin, regular trash, sharps)

• Know where PPE is stored

• Always transport and store gas cylinders properly

• Know where the medical gas shut off valves are located

• Smoke free campus

• Don’t use extension cords, don’t bring in appliances from home (including fans, microwaves, and portable heaters)

GENERAL SAFETY

GENERAL SAFETY

• Avoid a slip, trip, or fall

• When you see a wet floor, take action.

– Call or page EVS

• Be aware of wet floors and weather hazards

• Wear appropriate footwear everyday

• Think safe, be safe.

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SAFE OR UNSAFE?

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Patient Care Experience *Volunteers*

Objectives

1. Define the Patient Care Experience (PCX)

2. Describe HCH’s PCX AIDET + 10 Best Practices Program

3. State how PCX is measured

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What is Patient Care Experience?

It is the patient’s perception

of how well we met their

Quality needs

Safety needs

Communication needs

PCX is not “Customer Satisfaction.” It is so much more.

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One Patient’s Care Experience

When coming to a hospital for surgery, a patient is impacted by 30 different departments before, during and after. The

patient perceives this as

ONE experience with HCH.

All it takes is ONE bad

interaction or experience for the patient to

feel unsafe or not cared for.

We lose their trust.

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What do Patients Want from Us?

Quality = “Take good care of me!”

Safety = “Don’t hurt me! No Error

Communication = • “Treat me with KINDNESS and respect!”

• “Talk to me so I understand what is happening.”

• “Be Empathetic!”

Cleveland Clinic: Empathy, The Human Connection to Patient Care

https://www.youtube.com/watch?v=cDDWvj_q-o8

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The sum of all interactions

shaped by an organization’s culture

that influences the patient perceptions

across the continuum of care. The Beryl Institute

•The patient’s care experience with an organization begins well

before and after they have left the building

• All things combined make a difference; every person they meet

• How we choose to make patients and guests FEEL matters

• Patient Care Experience is just that……

Experience: all that is perceived, understood and remembered

Patient Care Experience

.

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HCH Patient Care Experience Program

Select AIDET + 10 evidenced-based best practices that have been proven to

improve communication with the patient

about the quality care we are delivering and

the patient safety measures we are employing.

Always = AIDET +10 Culture of Always

The Beryl Institute: I am the Patient Care Experience Video https://video.search.yahoo.com/video/play;_ylt=A0LEV7gQ6ZFUv2YA1W0PxQt.;_ylu=X3oDMTBsa3ZzMnBvBHNlYwNzYwRjb2xvA2JmMQR2dGlkAw--

?p=i+am+the+patient+experience+-+the+beryl+institute&tnr=21&vid=D523C629DE6E3ABE6086D523C629DE6E3ABE6086&l=214&turl=http%3A%2F%2Fts

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Transition to a “Culture of Always” by educating and coaching all HCH staff,

including volunteers, to consistently use AIDET + 10

Patient Care Experience Best Practices

Patient Care Experience Goal

AIDET + 10 PCX Best Practices

Acknowledge patient and family with good eye contact and a smile.

3. Manager and Charge RN rounds.

Introduce yourself using your name, title and role, and check patient’s ID.

4. Helpful, pleasant Phone Etiquette, and 5. Helpful, pleasant Way-finding

Duration- Keep the patient constantly informed of their status/plan-of- care.

6. Verbal bedside Hand-offs of Care with “managing up” and white board update.

Explain everything you are doing while you are doing it; using power phrases.

7. Sit-down discharges with teach-backs of the vital post-discharge information and medications.

Thank the patient for allowing you to participate in their care.

8. Continuous medication education with the name, purpose and possible side- effects of medications.

1. Purposeful Hourly Rounding with 4 P’s: Pain ~ Potty ~ Position ~ Personal Needs

9. Address and manage the patient’s pain needs.

2. Keep White Boards up-to-date so patients are informed and staff can use them to communicate and coordinate care

10. Prompt response to call lights and all alarms.

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Communication with nurses • Nurse manager rounds • AIDET +10 Best PCX Practices • Bedside hand-offs of care with Managing Up • White Boards

Communication with doctors

• Color-coded job scrubs and Role badge buddies

• Business cards

Responsiveness of hospital staff

• Hourly Rounding and Rounding Clocks

• “Do Not Pass” Teamwork

• Identify high, medium and low performers and coach

• Coach unit specific critical encounters using AIDET

HCH’s PCX Targeted Domain Initiatives

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Pain management

• Rounding with 4 Ps (Pain, Potty, Position, Personal needs)

• Pain and comfort alternatives

Communication about medications

• Medication Education sheets from the MAR

• Side-effect badge buddies

Discharge information

• Discharge Envelopes

• Unit-specific prepared educational materials

• Sit-down discharges with “Teach Backs”

Cleanliness and quietness

• “Quiet Time” and “Nuisance Alarm” Cardiac Monitor Management

HCH’s PCX Targeted Domain Initiatives

Guest Services’ PCX Role

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Quality • Accuracy of patient information

• Accuracy of directions and information

• Patient’s Rights and Responsibilities

• Language interpretation assistance

Guest Service’s PCX Role

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Safety • Hand hygiene

• HIPAA

• Falls prevention

• Infection prevention

• Wheelchair safety

• Prompt responses to emergency situations

• Prompt responses to call lights and alarms

Guest Services’ PCX Role

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Communication Acknowledge

Introduce and check IDs

Duration

Explain

Thank You……

+

1. Phone etiquette 2. Way-finding 3. Hourly waiting room rounds 4. Use info on white boards 5. Promptly respond to alarms and emergencies 6. “Manage UP” 7. Discharge instructions? 8. Medication education? 9. Pain management? 10. Use chain of command (managers) to problem solve

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How does the PCX Get Measured?

H - CAHPS

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Inpatient H-CAHPS Hospital Consumer Assessment of Healthcare Providers & Systems

CMS factors H-CAPHS scores into

reimbursement

Hospitals can get a 1% bonus or penalty

It will be 2% bonus or penalty by 2017

A questionnaire about how the patient/family perceives that

“care” needs were or were not met

Only “ALWAYS” answers count

ED-CAHPS coming in 2015

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How Hospital Care is Evaluated & Publically Reported

Clinical Measures (Core) vs. Care Measures Clinical Processes & H-CAHPS Infection Prevention

Question Domains

1. Communication with nurses *** 2. Communication with doctors 3. Responsiveness of hospital staff *** 4. Pain management *** 5. Communication about medications 6. Discharge information 7. Cleanliness and quietness

The care measures are more

predictive for

“Likelihood to Recommend”

***Biggest drivers for “Overall Hospital Rating”

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• Subjective

• Based on the patient’s and family’s perceptions

• Humans have individualized, diverse reactions

• Staff said they communicated with the patients,

but the patient says they didn’t

• Some people just aren’t happy people

If everyone always uses

A I D E T + 10

patients report that their quality, safety and communication needs were met!

Care Measures present a “Challenge”

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Parting Thoughts

“Never underestimate the difference one person can make.”

-Quint Studer

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” -Maya Angelou

“Patient Safety: From Second Thought to Second Nature”

-Dr. Yancy Phillips

Welcome to our team!

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