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ELMHURST HOSPITAL CENTER79-01 BROAdwAy

ELMHURST, Ny 11373

H O S PI TA L C E N T E R

Introduction Page 3

Executive Director’s Welcome Page 4

Overview Page 5

The Volunteer Page 7

Your First Day Page 8

Code of Conduct Page 10 Volunteer Assignments Page 12

Volunteer Medical Interpreters Page 16

Awards and Recognition Page 17

APPENDICES

A Infection Control Policy Page 18

B Fire/Life Safety Management Page 19

C Advanced Directives & Patient Bill of Rights Page 21 D Volunteer Responsibilities and Bill of Rights for Volunteers Page 22 E Volunteers and Student Meals Page 24

F HIPAA - Health Insurance Portability and Accountability Act of 1996 Page 25

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CONTENTS 1

2 INTRODUCTION

WelcometoElmhurstHospitalCenteroftheQueensHealthNetwork.Youarejoininganactivecorpsofvolunteerswhogivetheir time to enhance thedaily lives of our patients and tosupportthestaffintheimportantworkofourhospital.

WhatyougivetoElmhurst,nobodyelsecan.Youunselfishlyofferyourtalentsandyourskillstoassistthestaffinacommonpurpose‑thewelfareofourpatients.Whetheryouvolunteerinanoffice,clinicsetting,orapatientunit, youcontributetothecareofthepatientsandthedeliveryofqualityhealthservicesatElmhurstHospitalCenter.

TheVolunteerManualdiscussesgeneralinformationaboutthehospitalandtheoperationofthevolunteerprogram.Italsocoversthecodeofconductforthevolunteer.YouareexpectedtoupholdthetraditionsandstandardsofElmhurstHospitalasdiscussedinthismanual.

Yourvolunteerserviceisimportanttous,butitalsoprovidesyou with the opportunity of being productive, exploringhealthcarecareers,andlearningnewskills.Mostimportantly,youenjoythesatisfactionofknowingyourtimespentcaringforpatientsandassistingtheElmhurstHospitalstaffisvitaltotheentirecommunity.

ELMHURST HOSPITAL CENTER MISSION STATEMENT

Care of the highest quality

Accessibility, affordability, accountability

Respect for patients, staff and community

Education for community, patients, staff and future medical professionals

Sensitivity to the diverse needs of our community

INTRODUCTION 3

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Welcome AboArd

Elmhurst Hospital Center has quite a history in caring for people.Thehospitalwasoriginally locatedonWelfareIsland intheearly1800’s.In1957,thehospitalmovedtoitspresent locationinElmhurst,Queens.Duringthosefiftyyears, wehavegrownintoa545‑bed,state‑of‑the‑artcomprehensive healthcare facility, with the capacity to treat all types of healthproblems.Wehaveover4,000employeesonourhealth careteamtoday.

YouwillsoondiscoveranotherfactaboutElmhurst—itis asmall city. Wehaveourownhospital police, building services,informationsystems,giftshop,library,chapel, publicschoolandmanyotherservices.

No matter where you help as a volunteer, you are a very importantpartofthedailyoperationofthisHospital.Service andcompassionatecareiswhatallwhovisitourhospital areentitledandexpect.Yougivethat“extraeffort”toensure thatourpatients,theirfamilies,andourvisitorsfeelas comfortableaspossiblewiththecareandservicewepride ourselvesinproviding.

Weextendawarmwelcometoyouforjoiningourhealthcare teamandwishyousuccessandgoodluck!

ChrisConstantinoExecutiveDirector

4 WELCOME

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TheQueensHealthNetwork(QHN)isthemajorhealth careproviderintheboroughofQueensandamemberofthe NewYorkCityHealthandHospitalsCorporation(HHC).QHN iscomprisedoftwoacutecarefacil ities, Elmhurstand QueensHospitalCenter.Elmhurstservesnorthwestern QueenswhileQHCaddressesthesoutheasternareas.

Youarenowpartofoneofthemostcomprehensivemedical centersandteachinghospitals.LocatedinElmhurst,we providecarefortheneighborhoodsofAstoria,Sunnyside, Woodside, Elmhurst, Jackson Heights, Corona, Rego Park, ForestHills,LongIslandCityandEastElmhurst.Morethan onemillionpeopleliveinthisculturallydiversecommunity.

ElmhurstHospitalCenterisamajorteachingaffiliateofthe MountSinaiSchoolofMedicine.Asalargecityhospitalwith avariedpatientpopulation,thehospitalprovidesanideal setting for teachingand learningclinicalmedicine.The MountSinaiSchoolofMedicineprovidesElmhurstwith about 700 physicians and other technical supervisory andsupportstaff.ThehospitalisaccreditedbyTheJoint Commission,anationalaccreditingorganization.

Staffed with 4,000 employees, the EHC contains 545 beds and admits more than 27,000 patients each year. The inpatient services include general medicine, surgery, psychiatry, pediatrics, obstetrics, orthopedics, and many specialmedicalandsurgicalunits.ElmhurstHospitalCenter has an active rehabilitation medicine area, a cardiac and surgical ICU, a premature nursery and a newborn ICU. In addition, the hospital averages 4,000 births a year. More than 7,400 laboratory procedures and 6,000 prescriptions are provided to patients daily. Our active Emergency Department serves the community in three areas ‑ General Emergency,PediatricAcuteCareandPsychiatryandreceives over 127,000 visits yearly. Elmhurst is a designated Trauma Center and the Emergency Room is also a 911 receiving facility.

OVERVIEW 5

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The Ambulatory Care Department at Elmhurst HospitalCenteristhelargestintheboroughofQueens.ItislocatedinthenewCommunityMedicalCenter,easilyaccessiblefromthe41stAvenueentrance.Thereareapproximately600,000yearlypatientvisitstothe90differentclinics.

Outpatient Department ServicesThefollowinglistincludessomeofthespecialclinicsanddepartmentsintheambulatorycareservices:

Adolescent Health Services • Cardiology Services

Methadone Maintenance Treatment Center

Women’s Health Services • Diabetes • Orthopedics

Diagnostic Clinic • Infectious Diseases (HIV/

Aids) • Pediatrics • Neurology Clinic • Eye Clinic

Ear, Nose and Throat • Rehabilitation Medicine

Pediatric Primary Care • Radiation Oncology

Radiology • Medical Primary Care Services

Surgery • Behavioral Health Services • Oncology

TheCommunityMedicalCenterprovidesoutpatientswithcomfortable,spaciousareasresembling physicians’ privateoffices.Thefacilityalsoincludesstate‑of‑the‑art RadiologyandOperatingRooms.Thenewlyopened Hope Pavilion offersoncology ser v ices in oneplace for easy access for thepatients.

6 WELCOME

VOLUNTEER CODE OF CONDUCT

Volunteer’s Five “C’s”

Courtesy to all

Cooperation - Always ready to help

Care - Show that you care about people and your work

Confidentiality - Respect the patient’s right to privacy

Cultural Sensitivity - respect the different cultures of our patients and staff

The volUNTeer

By making the commitment to volunteer at Elmhurst HospitalCenter,yourmain function is toHELP.Youarenot expectedtodothedutiesofthepaidstaff,buttoperformthe additional tasks that regular employees do not always have time todo.The staffwill dependon you. Youmustbe conscientious.

After an interviewandmedical clearance, youareplaced in anassignmentwhereyouaremostneeded.Yourworkshould beof thehighestquality.Faithful and regular attendance is expected. You should not feel out of place because you are new.Giveyourselfachancetoadjusttoyournewassignment. It takes time to learnanynewtaskand todo itwell.Don’t hesitatetoaskyoursupervisoranyquestions.Itisimportant to look to your supervisor for instruction andguidance.No oneexpectsyoutoknoweverythingatonce.

OVERVIEW 7

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On your first day of service, please report to the Volunteer Officeatleastahalfhourearlyforthefollowingorientation:

1.A volunteer identification card and photo ID are given. Please wear the badge at all times when you are in the hospitalandcarrythecardwithyou.

2.Youaretoldtheprocedureforyourfreemealprovidedby thekitchen(Youmustvolunteerfor3hours).

3.Instructionsforsigninginandoutareexplained.

4.Thenew volunteerwatches a required videoonHIPAA (Health Insurance Probability and Accountability Act of 1996). 5.Aletterofintroductionforthesupervisoratyour volunteerassignmentisprovided.

6.Reporttoyoursupervisortobeginyourassignment.

Good Luck - Have Fun!

Youmustsigninwhenyoureporttothehospitalandsign outattheendofyourtouronyourindividualtimesheet, becoming your personal volunteer record. You also need tosignaDailyLogandprovideyourprimarylanguageand thetelephoneextensionatyourassignment.Intheeventyou areneededduringtheday,wecaneasilylocateyouinthe hospital.This logprovidesanaccurateaccountof the volunteersinthebuilding.

Youmustbedependableandtakeyourvolunteerassignment very seriously. Regular attendance is expected. If you are unable to come to the hospital, please call the Volunteer Office at (718) 334‑5175. We will notify your supervisor of yourabsence.

A volunteer orientation is scheduled monthly. Attendance atoneorientationismandatoryforeachvolunteer.Detailed information about the hospital, its physical layout and the

8 YOUR FIRST DAY

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availablehealthcareservicesarepresentedbytheDirectorofVolunteersortheAssistantDirector.Yourresponsibilitiesarealsothoroughlyexplained.AdditionalrequiredHIPAAtrainingispresented.Theorientationisanexcellentopportunityforyoutoaskanyquestionsaboutthehospital.Youarealsorequiredto attend the Employee’s Mandatory Training (schedule ispostedinthevolunteeroffice).

Special Procedures For Weekend VolunteersThe Volunteer Office is open Monday through Friday from8AM to 7PMandonSaturday from10AM to3PM.Eveningvolunteersduringtheweekcansignintheoffice.TheSaturdayvolunteerswhocomefortheirservicebefore3PMcanalsosigninattheVolunteerOffice.

TheSaturdayeveningvolunteersandSundayvolunteersmustsignthedailylogpostedonthedooroftheVolunteerOffice(A1‑26).

Acomplimentarymealisalsogiventoweekendandeveningvolunteers.

Youngpeopleundertheageof18arewelcometovolunteeratElmhurstHospitalCenter.Workingpapersarerequiredofallstudentvolunteerswhoareundereighteen.Youwillalsoneedwrittenconsentfromyourparentorguardian.Thispermitsustoplaceastudentvolunteerandtoprovideemergencymedicaltreatmentifneeded.

Forthosestudentswhoareinterestedinamedicalorhealthcareer,volunteeringatElmhurstisanexcellentwaytoobserveandtolearnwhathappensinahospitalenvironment.

You are Ambassadors for the hospital. Many times you become the representative for the hospital to the community, the patients, the families and the visitors. Part of your responsibility is to express a positive attitude concerning your volunteer assignment, the staff, and the hospital. Be loyal to Elmhurst Hospital Center. Remember: THE PATIENTS COME FIRST.

THE VOLUNTEER 9

code oF coNdUcT

Cooperation, courtesy and confidentiality are “key words” to remember in the daily performance of your volunteer duties. Please conduct yourself in a sincere, professional mannerwithallpatients,employees,andothervolunteers.

Asavolunteer,youareexpectedtocomplywiththerules and regulations governing the conduct and work of all hospital employees. If you are concerned about performing thecorrectduties,pleaseaskthevolunteerofficestaff.

The following “Code of Conduct” offers standards for the volunteer to follow when performing daily activities in the hospital:

1. You are required to adhere to the Employee’s Code ofEthicsgoverningthestaffofthehospital.

remember! All information about the patients and staff is CONFIDENTIAL. Please do not discuss the patients and their problems outside the hospital.

2.Makeitaregularpracticetolistenratherthantalk. Smileandbefriendly.

3.Visitfriendsandrelativeswhoarehospitalizedat Elmhurstonlyduringtheregularvisitinghours.

4.Weareasmoke‑freehospital.ObserveNoSmoking signs and regulations. Never smoke while on duty at yourassignment.

5. Dres s Code : Neatness and good grooming a re requirements for volunteers when in the hospital. Keepjewelryataminimum.Excessivemakeupisnot consideredappropriate.Avoidwearingshorts,flipflops, straplesstops,cut‑offteeshirtsortight,suggestive clothing.Pleasewear comfortable shoes, preferably those with non‑slip soles. You must adhere to the Department’sDressCodewhereassigned.Dresslikea

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10 CODE OF CONDUCT

professional.Rememberyouareworkingwith thepublic. 6.Carry your identification card and wear your volunteer badge at all times while volunteering. Staff, patients and visitors have the right to ask to seeyourphotoidentificationcard.

7.Walk,neverrun.Usehandrailsonstairs.Becautious when approaching swinging doors, corners, and congestedareas.

8. In case of an accident or injury to youwhile in the hospital, report the accident to your supervisor and to theDirectorofVolunteerServices. Youmay then be referred to the Emergency Department for treatment. Your supervisor must file an Incident Report. (This protects you in case of futurecomplications).

9. Bedependable.Arriveon time.Remember youhaveassumedanobligationofservice.Allpersonnelmust adheretotimeschedules.Youmusttoo!Remember tosign‑inandoutintheVolunteerOffice.

10.Do your assigned duties and remain at your assignment during your scheduled hours. Keep the “stay busy” attitude. Do not leave your assignment unlessauthorizedbyyoursupervisor.Personalphone calls from phones at your volunteer assignment arenotpermittedwithoutpermission.Theuseofcell phonesisrestrictedtothe1stfloorandthe“C”wing ofthehospital.Youcannotusecellphonesorother devicesatyourworkassignment.

11.Allmatterspertainingtothevolunteer’sassignment, changeofassignment,ortermination,shouldbe discussedwith theDirectoror the staff in the volunteeroffice.Donotchangeyourassignment without this consultation. If you are changing or leaving your assignment, demonstrate your sense of

CODE OF CONDUCT 11

responsibility by notifying your immediate supervisor. We want you to like what you are doing, so speak up ifyouwantanewassignment.

12.Do not assume any obligation or responsibility which properly belongs to the nursing and medical staff of thehospital.

13.Never accept any tips, gratuities or gifts from patients, their friends,or relatives. Ifpatientswant toexpress their gratitude or appreciation for the service voluntarily performed,theycanmakeacontributiontotheAuxiliary ofElmhurstHospitalCenter.

14.Suggestions for improving the Volunteer Service or other hospital services are welcome. Any criticism will be carefully examined and remedied if reasonable. Always check the Bulletin Board in the Volunteer Office for announcementsorothernotifications.

15.When you decide that you are leaving the program, please inform your supervisor and provide the supervisor with an evaluation form which you can get from the Volunteer Office. You must return your photo ID to the Volunteer Office before leaving. The Director of Volunteer Serviceshastherighttodismissavolunteerforjustcause.

volUNTeer ASSiGNmeNTS

PATieNT UNiTS Volunteers assigned to the Patient Care Volunteer Program (PCVP) assist the nursing staff in limited patient care. Often thevolunteerscanmakepatientsmorecomfortableandbetter served in small personal ways because the busy professional staff does not have the time to provide this extra care. Volunteers can also be assigned to help the clerk at the unitdesk.

TheVolunteerDepartmentcoordinatesthevolunteer placementonthepatientunits.TheNursingCareCoordinator/ HeadNurseandtheunitclerkareresponsiblefortheassigned duties and the supervision of the volunteer on the unit. The

12 PATIENT UNITS

volunteersinPCVPviewavideoandreceiveabookletabout theirdutiesontheunit.Additionalinstructionsareprovidedby thesupervisoronthepatientunitorbysomeoneappointedby thesupervisor. imPorTANT remiNder:All patient information is strictly confidential. Do not discuss a patient’s condition or care with the patient or other people. Do not examine the patient’s chart or ask probing questions. Remember HIPAA violations are a crime.

volunteer duties include any of the

1.Makeunoccupiedbedsonly.

2. Assist in distributing food trays. Unwrap the food and utensils on tray and place the tray within reach of the patient. Cut the food into bite‑size portions, if necessary.Donotfeedpatients.

3. Assist staff with the handling and storing of linens andsupplies. 4.Arrangeandcareforpatient’sflowers. 5.Readtothepatients.Helpthepatientswriteormail letters. Walk with the patients who have permission to be out of bed and who do not need assistance ambulating. 6.Bringpatientsfreshwatertodrink. 7. AfterbeingtrainedintheDischargeAssistanceProgram, volunteers can help patients to the front entrance inawheelchairwhendischarged.

8.Performselectedclericalandmessengerduties.

SPeciAl remiNder: Practice good hand washing techniques (see appendix A). Don’t show favoritism to any patient. Don’t directly touch a patient. No hands on care. Don’t enter any isolation rooms.

PATIENT UNITS 13

volunteer duties include any of the following:

volunteers cannot perform the following duties:

1.Feedpatientsunlessspeciallytrained.Youcanpreparethe food tray and move it near the patient. Never give the patientanythingtoeatordrinkunlessyoucheckwiththe nursingstaff.2.Performany“hands‑on”workwithpatients.Nevermovea patientorgivethepatientabedbath.

3. Transport a pat ient ona stretcher. Donotescort a patientoffthehospitalpremises.

4. Assistinpost‑mortemcareorinthetransferofabody tothemorgue.

5.Handlepatient’surinals,bedpans,orsoiledlinens.

6. Enter the room or assist in the care of a patient in isolation.7.Makephonecallsorrunerrandsforpatientswithout permissionfromyourareasupervisor.

FiNAl remiNder: Talk to the patients and listen. You should not respond to a patient’s questions regarding their medical condition. Remain non-committal. Your response should be, “You’d better ask your doctor about that”.

clericAl/SUPPorT dUTieS

Manyvolunteersassistbyperformingroutineclericaltasks.Theseactivitiesmayincludesomeofthefollowing:

*Dataentry*Answerphones*Chartwork*Lighttyping*Receptionist*Photocopying*Collatinganddistributingmaterial*Giveoutpassesatinformationdesk*Scheduleandconfirmappointmentsforclinicvisits*Wheellibrarycarttopatientsunits

14 CLERICAL/SUPPORT DUTIES

*Runerrandsanddeliverpackages*FilecardsandbooksinMedicalLibrary*Dosurveyworkundersupervision*Useacomputer/wordprocessor*Useacalculator*FilebychartnumberinHealthInformationManagement*RunerrandsforPatientTransport*Deliversupplies*Tutoringpatients

remiNder: Limitations on the volunteer duties in no way reflect on his/her abilities but exist for legal reasons and for the safety of both the patient and the volunteer. Knowing what not to do may often be as important as knowing what to do.

departments served by volunteers

Alcoholism Treatment Program • Physical Therapy/Occupational Therapy • Anesthesiology • EnvironmentalServices • Risk Management • Admitting • DischargePlanning•InformationDesk•SupportServices•DietaryCentralSterileSupply•HealthInformationManagement•PatientRelations•ChiefofServicesOffice•Administration• Mount Sinai Services • Human Resources • VolunteerService • Medical Library • Patient Library/Book Cart• Pharmacy • Social Work • Data Processing • InfectionControl • Information System • Materials ManagementNuclear Medicine • Psychiatry • Pathology • PatientAccounts•EKG/Cardiology•Engineering&Maintenance•PatientTransport•AmbulatoryCareServices•Radiology

Special volunteer Programs

Chaplain’sAides•FosterGrandparents•TheLivingRoom•TheAfterSchoolProgram•A.C.E.S.•HealthyOutlook•AuxiliaryDiabetes Care Management Program • Interpreting Services •PediatricReadingProgram•RetiredSeniorVolunteerProgram•DischargeAssistanceProgram•PatientCareVolunteerProgram

SPECIAL PROgRAMS 15

volUNTeer medicAl iNTerPreTerS

A select group of specially trained volunteers provide a very special service to the patients and hospital by acting as interpreters.Thecommunities inQueensservedbyElmhurst Hospital are the most ethnically diverse in the City of New York. This presents an interesting challenge for the hospital inprovidingqualityhealthcaretomulti‑lingualpatients.

The volunteer interpreters help in all areas of the hospital and are “on‑call” during their volunteer schedule in the hospital.Somevolunteerinterpreterscometothehospitalto interpret by special request when departments make appointmentsinadvanceforcertainlanguagesorpatients.

InterpretingServicesanswersrequestsforinterpretations fromoffices,outpatientclinics,psychiatricunits,andthe patients’ bedsides in the medical units. The volunteer interpretersarethelinkbetweenthepatients,doctors, nurses,socialworkers,andclerks.Avolunteerinterpreter canrelievethepatient’s fearandanxietyby interpreting necessary information for them and their family. Discretion andconfidentialityarestressedatalltimeswhenavolunteer is involvedwith an interpretation. Volunteer interpreters are assessedandhavecompletedamedicalinterpretingprogram. When an interpreter is needed, a call is made to the Language Line (1500). If a face‑to‑face interpreter is requested,thecallcomestothevolunteeroffice.Theoffice identifiesifavolunteerisavailabletointerpretintherequested language, and contacts them at their assignment. If available, the volunteer isdirected to the interpretation assignment. If you are interested in learning more about interpretingservicesforourmanydifferentlanguages,please speaktoanystaffintheVolunteerOfficeortotheLanguage Access Coordinator. Over the years, Elmhurst Hospital Center has provided comfort, refuge and quality health care to people of all nations who live in the community. This missionisatthecoreofourInterpretingServices.

16 VOLUNTEER MEDICAL INTERPRETERS

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National volunteer Week

Every Spring, the hospital and the community recognizesthemanyhoursofserviceunselfishlygivenbythevolunteersduring National Volunteer Week. An annual recognitionceremonyhonoringallthevolunteersisheldalso.Awardsarepresented to volunteerswhohave accumulated at least 150hoursofservice.Otherawardsforadditionallevels(500,1000,etc.)aswellasspeciallongevityawardsarealsogiven.

evaluations and references

Whenavolunteerleavesourprogram,weaskthesupervisorstoevaluatethevolunteer’sperformanceduringtheirtimewithourprogram.Wearealsohappytogiveavolunteerareferenceforemploymentorcollegeapplications.Youmust,however,beavolunteerinourprogramforareasonableamountoftime,andgivenatleast100hoursofservice.

AWARDS AND RECOgNITION 17

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Volunteersmustbeawareof thehospitalenvironment andthepotentialfortransmissionofinfection.Thefollowing guidelinesforthepreventionofcross‑contaminationinboth patientcareandnon‑patientcaremustbeobserved:

1. Practice good hand washing techniques before reporting foryourassignmentandwhileworking.Handwashingisthe singlemostimportantprocedureforpreventingnosocomial (facility‑acquired)infections.Handwashingisrecommended whenthereisprolongedcontactwithanypatient.Asa generalrule,whenindoubt,youshouldwashyour hands.Evenifglovesareworn,handwashingisstillextremely importantwhenglovesareremoved.

2. Any volunteer in ill health should not report to their assignment, but notify the office of their absence. If a volunteer is injured or becomes ill at their assignment, pleasereporttotheDirectorandtheimmediatesupervisor. Arrangements for treatment will be made. You may be requiredtofileanincidentreport.

3.Volunteersarenotpermittedtoenteranisolationroomor careforanypatientsinisolation.

4.Observegoodpersonalhygieneandourdresscode.

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18 APPENDIx A

Fire/liFe SAFeTY mANAGemeNT

As a new volunteer, you need to know about basic security and fire procedures in the hospital. You must also be aware ofthegeneraldisasterplanforyourareaincasethehospital is asked to respond to anymultiple casualty incident occurringintheNorthwesternsectionofQueensCounty.All volunteers must attend mandatory training, once a year. Thedatesarepostedinthevolunteeroffice.Hospitalsafetyis everyone’sresponsibility.

SecUriTY:Hospitalpolicearehereforyourprotectionand the protection of our patients, their families, and visitors. Report all missing property immediately or any stranger wandering the unit without an ID badge or visitor’s pass. ExtensionnumberstocallforassistancefromHospitalPolice are:

X42580LifeThreateningSituation X41945ImmediateAssistanceButNotLifeThreatening Fire: If you discover a fire on the premises, you should immediatelynotifyyoursupervisorandproceedasfollows:

1.rescuepatientsorotherswhomaybeindanger.

2.Alarm/Alert‑Knowwherethealarmboxesarelocatedin our area. Know how to activate the alarm if necessary. ContacttheOperator(x41911).Giveyourname,location andwhatisburning.

3.confinethefire.Closedoorsandwindowstoprevent fire/smokefromspreading.

4.extinguish only a small fire if trained in using the extinguisherorassistthesupervisor.

Fire prevention is everyone’s responsibility. You must locate the firealarmboxes, fireextinguishers,and fireexits in your assigned area. You also must know the bell codes foryourarea.

remember: SMOKING ANYWHERE on the hospital premises is STRICTLY PROHIBITED.

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APPENDIx B 19

diSASTer mANAGemeNT: A disaster is an unforeseenemergencyinvolvingmultiplecasualtiesinexcessofthenumbernormally handled by the available staff in the EmergencyDepartmentorInpatientServices.ThedecisiontoimplementanExternalDisasterPlanismadebythesenioradministratorondutyandtheseniorattendingphysicianintheemergencyunit.Whendeclared,theoperatorsoundsa“4‑4‑4”seriesofbells.Thisalarmsignalsalladministrators,departmentheads,employeesandvolunteerstoimplementtheDisasterPlan.

TheDisasterCommandPost is located inConferenceRoomA1‑15.Volunteersandotherprofessionalandnon‑professionalpersonnelwhodonothavespecificdisasterplanassignmentsmaybereferredtotheCommandPosttoservewhereneeded.Youmaybeaskedtosupplementotherstaffareaswheretheyaremoredirectlyinvolved.

Rememberthatadisasterisanextremeemergencyrequiringeveryone’shelpandcooperation.Remaincalm.Stayat yourassignment. Be cooperative and courteous to all patients,co‑workers, and visitors. Listen carefully to the instructionsgiventoyou.IfyouareathomeandyoulearnaboutadisasteraffectingEHC,stayathome.Call tosee if yourservicesareneeded.

If you have any questions during a disaster emergency, be sure to ask your supervisor or department head for directions.

The Right To Know Law: You have the right to know whattoxicsubstancesyouhandleorareexposedtoonthejob.Youare entitled to receive a detailed material safety data sheet(MSDS)onthesubstancein72hours.

PATieNT SAFeTY:Safetyiseveryone’sresponsibility.Pleasereportanyissuesorconcernsaboutsafetyto4SAFE.Youcanreportanonymously.

20 APPENDIx B

AdvANced direcTiveS ANd PATieNT bill oF riGhTS

AdvancedDirectivesarewritteninstructionsthatstatewhat medicalcareyouwantdoneifinthefutureyoucannotmake your own medical care decisions. In New York State, a documentthatappointsanotheradulttomakehealthcare decisionsforyouiscalledaHealthCareProxy.Adocument thatgivesspecificdirectionstoyourdoctorandothers involved in your treatment is called a Living Will. For more information, you can contact Patient Relations ortheVolunteerDepartment.

Asavolunteer,youareexpectedtorespecttheconfidentiality of ever ypatient’smedical andpersonal information. Information should not be discussed publicly or disclosedwithoutproperauthorization.Please review thePatient’sBillofRights,whichcanbeobtainedinthe VolunteerDepartmentorPatientRelationsOffice.

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APPENDIx C 21

volUNTeer reSPoNSibiliTieS

1. Besureofyourassignment.Donotacceptanassignmentyoudonotfeelcomfortabledoing.Endeavortomakeyourworkofthehighestquality.

2. Bepunctual and reliable. Informyour supervisorwhenyouwillbeabsent.

3. Bewillingtolearn.Trainingandsupervisionareessentialtoanyjobwelldone.Acceptsupervisiongraciously.

4. Beflexible.Trytomeettheneedsofyourassignment.

5. Follow the policies and procedures of your volunteerassignment.Takeanyproblems,criticismsorsuggestionstoyoursupervisororDirectorofVolunteerServices.

6. Respecttheconfidenceofthehospitalandthepatientsreceivingourservices.

7. Maintain an open mind. Do not let preconceptionsinterferewithyourvolunteerservice.

bill oF riGhTS For volUNTeerS

1. TheRighttobetreatedasaco‑worker,notas“just freehelp”.

2. The Right to a suitable assignment with consideration forpersonalpreference,temperament,lifeexperience, educationandemployment.

3. The Right to thoroughly planned and effectively presentedjobtraining.

4. TheRighttocontinuingeducation,informationabout newdevelopmentsandtrainingforgreaterresponsibility. 5. The Right to know as much about Elmhurst Hospital Centeraspossible, including, itspolicies, itsstaff

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22 APPENDIx D

anditsdepartments. 6. The Right to sound guidance and direction by someone,who isexperienced,well‑informed,patient andthoughtful,andwhohastimetoinvestingiving guidance.

7. The Right to an orderly, designated place to work, worthyofthejobtobedone.

8. TheRighttoavarietyofexperiences.

9. TheRighttobeheard,tohaveapartinplanning,to feelfreetomakesuggestionsandtohaverespectfor anhonestopinion.

10. The Right to recognition in the form of promotion andawards(orsometangibleevidence)throughday‑ to‑day expressions of appreciation andby treatment asabonafideco‑worker.

11.TheRighttoworkwithoutinappropriateharassment at the workplace. There is no toleration of sexually harassing behavior ‑ unwelcome sexual advances, sexual favors, and any verbal or physical conduct of asexualnature.Complaintsmustbereportedtoour EEOOfficer.

APPENDIx D 23

volUNTeerS ANd STUdeNT meAlS

InaccordancewithElmhurstHospitalCenter’spolicy,all volunteersareprovidedwithonefreemealperworkingday(at least3hoursperday).Yourlunchordinnerbreakshouldbe30 minutestoonehouronly.

AtFood&NutritionServices(locatedatthekitchenentrance inthebasement),youmaypick‑upyourfreepre‑packagedtake outmealduring:

Breakfast8:00a.m.‑9:00a.m. Lunch12:00p.m.- 1:00p.m. Dinner5:00p.m.‑6:00p.m.

On weekends, the cafeteria will provide a bagged lunch or dinner for volunteers. You can pick up the free meal in the kitchenduring:

Lunch 12:00p.m.‑1:00p.m. Dinner 5:00p.m.‑5:30p.m.

Pleaserememberthatyoumustworkatleastthreehoursto qualify for a free meal and only one meal each time you volunteer.Youcaneatthemealinvariouspatientandemployee lounges throughout the hospital. Please do not eat in the hospitallobbyorauditorium.

24 APPENDIx E

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hiPAA – heAlTh iNSUrANce PorTAbiliTY ANd AccoUNTAbiliTY AcT oF 1996

Patients have the right to control who will see their protectedandidentifiablehealthinformation.Confidential informationwouldincludethepatient’sidentity,address, age , Soc ia l Secur i ty Number, i l lness , t reatment and medicat ion . The federa l government enacted new regulationstostrengthenlawsprotectingpatients’private medicalinformation.UnderHIPAA,itisillegaltorelease healthinformationtoinappropriatepartiesortofailto adequatelyprotecthealthinformationfromrelease.

It iseveryone’s jobtoprotectthepatient’sprivacyand confidentialmedicalinformation.“Needtoknow”isthe generalruleforaccesstoinformation.Rememberitisa crimeifyouviolatetheHIPAAregulations.

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