Yee Hong Volunteer Training"With strong roots in the Chinese Canadian community and our respect for seniors, we
enable seniors of different backgrounds and needs to live their lives to the fullest in the
healthiest, most independent and dignified way. We provide a continuum of excellent,
culturally appropriate care. "
Residents'Bill OfRights
Privacy and Confidentiality
AccessibleCustomerService
Dementia
ResponsiveBehaviours
RespondingTechniques
Be RespectedBe told who is responsible for providing care
Privacy and Confidentiality Give or not give consent to treatment and services
Not be abusedForm friendships and relationships
Pursue social, cultural, religious and other interests Be free from unnecessary restraint
Privacy is: LawPractice Mindset
Information may be obtained from:
AODA aims to:
Develop accessibility standardsAchieve accessibility Enforce standardsApply to public and private sectors
How?:Flexible ServicePutting person firstNot one methodworks for all
Dementia is not a specific disease; it describes a set ofsymptoms that are caused by disorders affecting the brain
GrabbingScreamingComplainingRestlessness andAgitation Repetitive sentencingand questioning
Keep CalmDo not argueDo not physicallyintervene Beware of own safetySeek help from staff/volunteers
Universal Infection Control
Abuse and ZeroTolerance
MandatoryReporting & Whistle
Blowing Zero tolerance of abuse means:
Upholds residents' right to live free fromabuse and neglectDo not allow or condone abuseInvestigate every allegationTake corrective action Report every incident of abuse to Ministryof Health and Long Term CareMake an effort to eliminate abuseResidents and volunteers informed aboutYee Hong Policy and Duty to Report
Types of AbusePhysicalSexual
Emotional or Psychological Neglect
Abandonment Financial
If following occurred or suspectedto have occurred, one shall reportto their immediate supervisor
Improper treatment or care of aresident that resulted into harmAbuse of a resident by anyoneNeglect of a residentConduct that resulted into harmMisuse or misappropriation of aresident's money
There is ZERO tolerancefor retaliation againstwhistle blowers
Hand Hygiene
Before entering Yee Hong, ask yourself:1) Am I feeling sick?2) Have I washed my hands?
Alcohol Based Hand Rub
Hand Washing with soap andrunning water
When to perform hand hygieneBefore initial resident/ environment contact
After resident/ environmental contact
VaccinationStay HealthyCough/ sneezeinto sleeveRead specialnotices on doors
Other ways to Prevent the SpreadStay home if you areill Report infectiousillnesses Alert staff if you seepotential problems
**If you are feeling sick, please call your department supervisor**
Emergency Protocol
Incident Reporting
Transporting Clients inWheelchair
Client andWorkplace Safety
Ensure that the client’s elbows are notsticking outside the wheelchair when goingthrough doorways Inform the resident of your intentionWear proper shoes with closed toe andheel Make sure resident’s feet are on foot pedalor slightly above ground before pushingGo slowly! DO NOT lift or transfer any client
Causes of Musculoskeletaldisorder: Excessive Force
RepetitionAwkward position
Preventing InjuryS Maintain natural curves of spineT Avoid trunk twistingA Keep your arms closeB Use a wise baseL Use your legsE Evaluate the load, environment,yourself
When a fire occurs on the same floor as you, remember:
Removeresident if
soinstructed
Closethedoor
ActivateFireAlarm Call 911
Leavearea
Report to staff immediately incase of:
Missing ResidentResident InjuryResidentResident Conflict Sudden changes in resident'shealth conditionVolunteer Injury
Help prepare body for workIncrease range of motionReduce injuries
W.H.M.I.S
Stretching can:
Ladder SafetyUse the proper ladder to do the job Hold on tightly with a good gripKeep centered Stay straight and close to the ladder Move carefully
Complaint Procedure
Harassment
Customer Relations
Just Culture Staff and volunteers arenot punished individuallyfor actions and decisionsthat are beyond their
controlYee Hong promotes a system of improvement
Workplace harassment isdefined as a "form of
discrimination involvingunwanted physical orverbal behavior that
humiliates an individual".
NamecallingInsults Rude behaviorThreats Physical Contact orPhysical Violence LeeringSexual advances
Examples:
HarassmentReport Process Report to immediatesupervisor of Volunteer
Coordinator
Investigation by agency
Penalties such astermination and prosecution
against the individualinvolved depends on theseverity of the situation
If you have any grievances, talk to your immediatesupervisor or Volunteer Coordinator to resolve the
issue
The six qualities of great service include:
GiveInformation
Friendliness Empathy andUnderstanding
Fairness
RespectClient's Choice
GiveOptions
Lastly, don't forget to smile!
Good customer service is a WinWin situation for everyone
If you have any questions, do not hesitate
to email them to