Transcript PATIENT RIGHTS - Northside Hospital

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Northside Hospital-Atlanta
Auxiliary
Orientation
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Objectives
Welcome to Northside Hospital-Atlanta Auxiliary On-line Orientation.
This course will cover the following subjects:
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Cultural And Language Diversity
Customer Relations
Domestic Violence
Environment of Care
Infection Control
Interpretation Services
Patient Safety
Patient Security
Risk Management
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Cultural And Language Diversity
Northside Hospital Auxiliary Is Committed To:
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Patient and Family Centered Care
 As a result, we look for ways to demonstrate respect for patients’ values, preferences,
and expressed needs.
Service Excellence
 Treating people as individuals with courtesy, dignity, respect and politeness.
Mission & Value Statement:
Northside Hospital-Atlanta Auxiliary provides compassionate support & quality service to
patients, families & visitors, as well as funding for special projects which benefit the
hospital.
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Why Is Cultural Sensitivity Important?
“Our culture influences how health care information is received, how
rights and protections are exercised, what is considered to be a health
problem, how symptoms and concerns about the problem are
expressed, who should provide treatment for the problem, and what
type of treatment should be given.”
 (Katz, Michael. Personal Communication, November 1998)
What is culture?
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The thoughts, communications, actions, customs, beliefs, values, and institutions of
racial, ethnic, religious or social groups.
- (Katz, Michael. Personal Communication, November 1998)
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Language/Communication
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Northside Hospital’s Interpretation Services Department provides 24 hour language
services to all patients free of charge.
The Interpretation Services Department will help to arrange the following services:
 Language Interpreters (including sign language) – call ext. 5898
 Telecommunication Device for the Deaf
 Consent Forms and other hospital information, as available, in Braille.
The use of qualified Interpreters during a medical encounter improves compliance,
understanding, patient safety, clinical outcomes and patient satisfaction.
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Language/Communication
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Family, friends and volunteers should never be used as Interpreters for medical
encounters because:
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They may be more likely to omit, add or change information when interpreting.
When communicating information they could violate the patient’s confidentiality.
We cannot assume the family member or friend has any knowledge of medical
terms.
A conflict of interest may exist between the patient and family member related to
treatment choices.
Undue risk is created for the patient and hospital if there is a misunderstanding or
miscommunication about the patient’s wishes.
Call Interpretation Services for assistance - #5898
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Anti-Discrimination/Harassment
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Northside Hospital is committed to creating an environment of courtesy, dignity, respect and
politeness.
Northside does not tolerate harassment because of race, color, sex, religion, national origin,
age, physical ability or citizenship.
What is Harassment?
Harassment includes but is not limited to slurs, jokes, any other verbal, graphic or physical
conduct relating to an individual’s race, color, sex, religion, national origin, age, physical
ability or citizenship.
If you think you are being harassed you should make your concerns known to the Manager
of Volunteer Services, the Auxiliary President, or one of the Vice Presidents.
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Attendance
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As a volunteer it is very important that you report to work your shift on time and
when scheduled for work as people rely on you.
If you know you will be absent, try to change shifts with another volunteer who
works in your same area. Minimally notify your area supervisor of your pending
absence.
If you are ill, please contact the department where you work to let them know you
will not be coming in. You may then call the Auxiliary office to let us know you will
be out: 404-851-8707.
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Bariatric Sensitivity
Bariatric Surgery is a Northside Hospital Specialty.
What Are We Asking Of You:
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Remember the obese patient is a human being and only wants to be treated like one.
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Understand that obese patients have tried and failed to lose weight many times.
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Be sensitive with how you phrase your communication.
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When assisting a patient or visitor, focus on the person, not the task. Make eye
contact, introduce yourself and explain what you are going to be doing.
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Before escorting a patient, ask the requesting nurse the weight of the patient.
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Do not push more than you can handle – defer to a nurse or Security.
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Customer Relations
‘The Voice of the Patient’
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We stress the Patient Bill of Rights
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We emphasize the importance of personal interactions
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We encourage partnering with patients/families regarding their care
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Some Important Patient Rights:
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Patients have the right to considerate and respectful care that recognizes their personal
dignity, values, and beliefs.
Patients have the right to complete and current information concerning their diagnosis,
treatment and any known prognosis.
Patients have the right to participate in their care, including the management of their pain.
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Domestic Violence
What is Domestic Violence?
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The use of physical, sexual, and/or psychological coercion to establish and
maintain control over an individual.
If you suspect that someone experienced Domestic Violence, speak confidentially
with your department supervisor, the Manager of Volunteer Services or an
Auxiliary leader.
Domestic Violence brochures are available on the units and in public restrooms.
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Seven Elements of the Environment of Care
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Safety Management
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Utilities Management
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Fire Safety Management
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Medical Equipment
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Security Management
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Hazardous Materials
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Emergency Management
Emergency & Security Numbers
Atlanta Campus:
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Emergency Number: 8911 or (404) 851-8911
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Security Number: 8797 or (404) 851-8797
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Safety Management
 All volunteers should consider themselves as members of the Hospital Safety Team.
 Report any safety concern to Security or the Manager of Volunteer Services.
 Report all on the job injuries or job-related illnesses to the Manager of Volunteer
Services and Employee Health. If Employee Health is not open report to the House
Coordinator.
 If a visitor in your area is injured, you should:
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render assistance – ask someone to notify Security and stay with the injured
person
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notify Security (8911-if life threatening, 8797-if non-life threatening)
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complete an Incident Report
Help prevent slips and falls – Immediately clean up small spills of coffee, sodas and etc. For large
spills place a Wet Floor sign in area and contact Environmental Services.
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Safety Management Alert
PREVENT FIRES!
Dry your hands completely after using
ALCOHOL BASED HAND WASHING LIQUIDS
and before touching metallic surfaces or patients.
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Security Management
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There is 24 hour Security at each campus.
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Escorts and Vehicle Assists are available by calling Security
(8797).
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Work Place Violence - Report all Verbal or Physical Abuse to
Security and your supervisor.
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Report all suspicious persons and events to Security
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Code One - Security is needed immediately for a Combative
Person or Patient Restraint Assist.
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Security Management
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Code Pink is the code for a Missing Infant. Stop what you are
doing, go into the hallway and assist with search for the
missing infant.
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Code Amber is the code for a missing child. Assist with the
search for a missing child.
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Code Purple is the code for a missing or wandering patient.
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Patient identified with a purple armband on wrist.
Follow same procedure as Code Pink or Code Amber.
Report to Security if found.
Report all suspicious persons and events to Security
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Fire Safety
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Code Red is the code for Fire or Smoke.
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Use R-A-C-E if you discover a fire or smoke condition.
Rescue:
Your Patient and Yourself
Activate:
Pull the nearest Alarm, Dial Campus Emergency Number & Give
Location
Contain:
Close all Doors
Extinguish:
Use a Fire Extinguisher
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Fire Safety
 Code Red is the code for Fire or Smoke.
 In the event of a fire the following will occur:
 You will hear “Code Red” and the location announced
 All doors will close
 All wheeled objects will be removed from patient corridors in the
designated area
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Fire Safety
 Use P-A-S-S with Fire Extinguishers.
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P-
Pull the pin.
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A-
Aim at the base of the fire.
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S-
Squeeze the handle.
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S-
Sweep the fire.
 Report all Smoke Smells to Security & Alert your Charge Person.
 Smoking Policy – Follow the guidelines for your campus. Smoking is not allowed “inside”
any building owned or operated by Northside Hospital. There is one visitor smoking area
on the first floor outside by the Cafeteria.
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Emergency Management
Code Blue
Is someone who may be having a Cardiac or Respiratory Arrest. Dial campus
emergency 8911 for help.
Code Orange
Is for Bomb Threats. Report suspicious items to Security. Do Not Touch or Move
Suspicious Items.
Code Green
Is for External Mass Casualty. Continue in your present role and follow the
instructions of your Charge Person.
Code Grey
Is for Tornadoes. Close and latch all windows and help relocate patients to inner
hallways if requested.
Code White
Is for Snow and Ice Plan.
Code Yellow
Is for Radioactive (HazMat)/ Spill Decontamination Plan.
Code Brown
Is for Relocation/Evacuation Plan.
Code Purple
Missing /Wandering Patient
Code Silver
Active Shooter
If asked about a code, what do you say?
“There is an internal issue and we have it under control.”
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Code
Green/Teams
Activated
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Is for External Mass Casualty. Northside is expecting a large influx of
patients. If in key areas remain there, otherwise take direction from
hospital staff.
Bio-Terrorism or Pandemic Event - Infection Control Protocols will assist in protecting
employees, patients and visitors.
If in close proximity to hospital and you would like to assist, call the Auxiliary office for
direction. If you do come in:
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Wear badge & uniform if possible.
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Report to the Auxiliary Office.
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Receive assignment, follow staff instructions.
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What do you say if a code is called?
“We have an internal situation and we are
currently taking care of it.”
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Infection Control
Everyone responsible for understanding the risk of
exposure to blood or other potentially infectious
materials in the hospital.
The Infection Control program works only if you are
committed to following the guidelines described in this
course.
Standard Precautions is to treat all patients as if they
are infectious.
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Hand Hygiene
Hand Hygiene is the single most important thing you can do to
prevent infection.
Frequent hand hygiene is the foundation of infection control.
• This single action lowers the risk of transmitting
microorganisms from one person or site to another.
• Wearing gloves does not replace hand washing.
Hand washing: Use hand hygiene before entering patient room or contact with patient or
equipment. Wash your hands with soap and water when you have completed an activity
such as a assisting with diapering or any contact with blood and body fluids.
Alcohol based hand rub: foam or gel is used between all patient contacts, except above.
Use the foam when entering / exiting the patient room. Wash hands after 5-7 times of
foam usage or when hands become “sticky.”
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Hand Washing Guidelines
Use our approved soap and wash for at least 10- 15 seconds.
• Friction is the most important step in hand washing.
• Don’t forget to scrub your fingernails.
• Dry your hands with the paper towel and turn off the faucet with the paper towel.
• Use foam going to or out of all patient rooms.
Artificial Nail Guidelines
Note: For infection control, artificial nails may not be worn if in direct contact with
patients. In addition, volunteers should not have chipped nail polish when working
with patients.
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Volunteer Responsibilities
Volunteers should not come to work when feeling ill, congested or have a
rash or fever.
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If exposed to an infectious disease, contact Employee Health for
evaluation.
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Those with an infectious disease need to be cleared by Employee Health
before returning to duty.
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Biohazard Symbol
 The biohazard symbol is a universal symbol placed
on any container or area that may contain regulated
waste.
 Biohazard signs are always red or orange and have
the biohazard symbol.
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Potentially Infective Material
 Potentially infective material is bagged at point of use to prevent
contamination to patients, personnel, and visitors.
 Red biohazard bags are used for disposable items that have visible
blood (that would drip blood if they squeezed).
 Sharps must be placed in puncture-resistant containers at point of use.
No volunteer should dispose of sharps!
 Never change the needle box container!
 Soiled linen is placed in the blue soiled linen bag. Even bloody linen is
placed in the blue bag for cleaning.
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Workplace Practices
In work areas where exposure is likely, do not
 eat, drink, or put objects in your mouth
 apply cosmetics, lip balm, or contact lenses
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Minimize Risks
Environmental Service is to be contacted to
contain, remove and disinfect all blood and body
fluid spills.
 Wear gloves and other appropriate personal protective equipment if there is the
potential of coming in contact with blood or other body fluids.
 Put on and remove gloves correctly, being careful not to contaminate your hands.
 Don’t wear large rings and be careful not to poke nails through fingertips.
 To remove – begin pulling one glove off but before completion, begin pulling
the other glove off with the still gloved first hand.
 Gloves should almost be inside of one another.
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Standard Precautions
 Standard Precautions are used for all patients, even if you don’t know their diagnosis.
 Standard Precautions means wearing gloves, gowns, mask, goggles or other equipment
when you anticipate contact with the patients blood or body fluids, secretions and
excretions, non-intact skin and mucous membranes.
 Standard Precautions helps to protect both patients and hospital personnel from disease
causing germs.
 Respiratory Hygiene- people should cover their mouth when coughing or sneezing.
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For Any Blood/Body Fluid Exposure to you:
 Wash affected area
 Notify your Supervisor and Employee Health
 Notify the House Coordinator on weekends
 Complete an online incident report as soon as possible
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Transmission-Based Precautions
Transmission-Based Precautions apply to patients with documented or suspected
infection or colonization (germs are on skin) that are highly transmissible.
Signs and/or beige boxes will be placed on all doors of patients in isolation. They are
available in English and Spanish. Contact the nursing staff/supervisor for help if you don’t
know what to do before entering the room.
Transmission-Based Precautions include
 Airborne Precautions
 Droplet Precautions
 Contact Precautions
They are used in addition to Standard Precautions.
“If it’s wet and doesn’t belong to you, don’t touch it!”
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Personal Protective Equipment
Always use the required Personal Protective Equipment (95% of
infections can be prevented by using protective clothing.)
This specialized clothing and equipment provides protection
against contact with blood or other potentially infectious materials.
 Hands – wear gloves
 Face – wear mask or goggles
 Body – wear gowns
Please note, for most volunteer jobs Personal Protective Equipment is very rarely used.
When in doubt, talk to the Charge Nurse or your Service Chair.
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Emergency Infection Control Concerns-Bioterrorism or Pandemic
Influenza
Northside Hospital has a plan in place in the event of a bioterrorism event or pandemic flu.
These plans are integrated with the emergency preparedness system at the hospital, county,
state and federal levels.
Guidelines
 In the event of an emergency, supervisors will be given explicit information to protect our
employees, volunteers and our patients and visitors.
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Summary
Be familiar with key elements of the Infection Control Program.
 Wash your hands frequently.
 Understand hospital environmental control issues.
 Use good workplace practices and follow standard precautions.
 Wear protective clothing and use respiratory protection as indicated.
 Contact your supervisor immediately if you are exposed to blood or other potentially
infectious materials.
For more information, talk to the Manager of Volunteer Services.
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Interpretation Services
Who needs an interpreter?
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Any patient who requests one.
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Other patients or family members who are Limited English Proficient (LEP), Deaf or
hearing impaired. LEP simply means someone is not completely fluent in English.
Are interpreters really necessary?
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According to Federal Law a patient should receive their care and information in the
language or mode they request. This may include foreign languages such as Spanish,
Korean, or Arabic as well as languages for the Deaf and hearing impaired such as
American Sign Language or lip reading.
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Joint Commission requires documentation of patient’s language, their interpretation
needs & the methods used to meet these needs in every patient’s chart.
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How do I get an interpreter?
Atlanta hospital campus:
Dial ext. 5898 for all services
For direct access to the telephone interpreter, dial:
1-800-264-1545
You will be asked for:
Your access code (000 + 3 digit dept. #)
Your last name
Patient's last name
Language
Note: For needs outside of office hours call the House coordinator by dialing 0.
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Patient Safety is a part of lay literature…
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National Patient Safety Goals
These goals were created to keep patients, staff and visitors safe.
There are many
Patient Safety
Goals but the
one’s most
pertinent to
volunteers
include the
following:
Goal I: Improve the accuracy of patient identification
• Checking names, records and armbands.
Goal VII: Reduce the risk of health care-associated infections
• Hand washing is the key!
It is everyone’s responsibility to identify and report any potential risks in the environment:
• torn carpets, faulty wiring, wet floors, etc.
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Wheelchair Safety
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Place wheelchair close to patient.
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Make sure chair is locked and foot pedals up.
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Stand along side of wheelchair to better assist patients.
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Move slowly!
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Back into elevators.
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Push wheelchair up inclines.
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Go down inclines backwards with you leading the way.
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Push only to your comfort level.
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Personal Safety – Body Mechanics
 Get close to object before lifting!
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Lift with your legs, not your back!
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Don’t push objects! Use your biceps to pull the object!
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Do not twist with a load! Change your positioning.
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Balance is vital! Spread your feet for support.
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Safeguarding Patient Information
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A federal law, HIPAA, contains privacy and security rules that govern the use of protected
health information (PHI)
Northside is committed to maintaining the integrity and security of PHI and has developed
policies and procedures governing the use of PHI
Northside strongly encourages you to report any issues or concerns you have about the
security or integrity of patient information. If you observe or suspect any inappropriate or
suspicious activity, it is your responsibility to report it to your supervisor, the Director of
Volunteer Services, an Auxiliary officer, or the HIPAA Hotline 404-845-5534.
Failure to comply with privacy and security rules could result in:
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Loss of job
Fines
Imprisonment
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What is PHI?
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Protected Health Information (PHI) consists of patient identifiable information delivered via
paper, verbal communications or electronic means. Examples include:
Patient name
Date of birth
Medical record #
Address
SS#
Email address
Identifiable health information may be shared among caregivers for the purposes of:
Treatment, Payment or Healthcare Operations (TPO).
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Using PHI
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Use or disclosure of PHI should be on a “need to know basis”. Access to a system
does not imply that it is appropriate to search any patient information at will. In
other words, never look at patient information unless it is necessary to do your job.
Only use the absolute minimum necessary patient information
All employees must read and sign a “Confidentiality of Information & Computer
Access Code Agreement,” which explains your responsibility to keep information
confidential and secure
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PHI Security
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Never leave any PHI data displayed on your monitor or unprotected at your
workstation when you are away
Always log out of an application before leaving your workstation
Always place monitors in a location that prevents others from viewing information
on the screen
Use screen savers to help ensure confidentiality
Make sure laptops and PCs are monitored and secure
NEVER send PHI via email or the Internet without using encryption that is approved
by the IS department
Talk to your supervisor if you suspect a PC is infected with a virus or under any
other sort of electronic attack
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Confidentiality
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Never discuss patient information with anyone (e.g. name,
diagnosis, employment status, financial status, etc).
Absolutely no information concerning the patient may be
discussed outside the hospital to a friend, relative, neighbor or
member of the clergy without the patient’s permission.
Volunteers are bound by law to observe a patient’s rights to
confidentiality!
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Confidentiality
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Conversations with patients should be limited to cheerful
subjects
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Be compassionate and understanding
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Never offer an opinion on personal affairs
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Violation of confidentiality is grounds for dismissal
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Respect and Confidentiality
The dove indicates the loss of an infant.
The heart indicates the adoption of an infant.
These symbols may be seen posted outside a new mother’s door.
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Incident
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Risk Management
If you are injured during your service, do not go directly to the Emergency Department!
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Report to Employee Health or House Coordinator (after hours or on the weekend)
Fill out an Incident Report
Notify your supervisor and the Director of Volunteer Services
Keep all paperwork for your records
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Risk Management and Legal Issues
If an attorney contacts you about a patient or other
event at Northside Hospital you should not speak to
them. Please refer them to the Risk Management office.
Risk Management handles all significant complaints,
attorney inquiries, lawsuits, and other legal matters. If
you have any questions please call ext. 8890.
Northside Hospital is a Drug Free Workplace.
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Corporate Integrity
 Northside has a Corporate Compliance Program
 Any ethical concerns should be addressed to the
Corporate Integrity Line, 404-845-5907 (this number is
posted in the office on the bulletin board on the left side
as you walk in the office)
 Calls may be made anonymously, 24 hours a day
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Impaired Provider - Physician or Affiliated Professional who:
 Has altered ability or clinical judgment due to a medical condition or
use of alcohol or drugs.
 May pose an immediate threat to the health and safety of patients.
 May be unable to provide appropriate patient care.
What to do:
Immediately report the problem to any Manager, House Coordinator, Medical Staff
Leadership, Director of Volunteer Services or Auxiliary officer.
HOSPITAL POLICY IS:
• Non punitive approach.
• Works as advocate for impaired individual.
• Seeks to protect patients from harm.
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The end
Congratulations! You have completed the Northside Auxiliary-Atlanta Orientation.
To complete this course you must complete the Orientation/Inservice Test and bring it
with you to your scheduled Orientation.
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