VOLUNTEER HANDBOOK

www.niagarahealth.on.ca 905-378-4647 Revised January 2014

WELCOME to the NHS! Thank you for your commitment to the Niagara Health System. We look forward to you joining our team of enthusiastic and devoted Volunteers. Volunteers are an integral part of our care for patients and their loved ones. Volunteers contribute in a variety of ways including information and customer service, fundraising, administration, leadership and supporting patients and their families. We aim to match your knowledge, skills, abilities and interests in a role that is both meaningful and rewarding. Niagara Health System strives to be patient-centered in every service we provide. This handbook will prepare you for success. It introduces important policies and procedures, as well as expectations that govern Volunteer Resources. The information will prepare you to ensure a safe and friendly environment for those entrusted to our care. We hope you will be proud of your gift of time and talent to the patients and staff at Niagara Health System. Thank you, Andrea McCollum and Deb Anderson NHS, Volunteer Resources

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Table of Contents NHS Mission, Vision, Values and Goals Patient/Client Centered Care Customer Service Volunteer Resources Programs and Services Definition of a “Volunteer” at the NHS NHS Hospital Sites Health Screening Requirements Orientation and Training Process Reference Letters Transfer of Volunteer Assignments Dismissal Refreshments Lockers Parking I.D. Badges Code of Conduct Volunteer General Rules & Guidelines Confidentiality/Privacy Workplace Violence & Harassment Dress Code/Footwear Policy Volunteer Uniforms Scent Free Policy Smoke Free Policy Workplace Safety Accessibility at the NHS (AODA) Infection Control Personal Protective Equipment (PPE) Occupational Health & Safety and WHMIS Ergonomics & Proper Back Safety Emergency Codes for Hospitals Patient Bill of Rights and Responsibilities Motivational Quotes and thanks Niagara Health System Volunteer Handbook

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NHS Vision and Goals

NHS Mission

Focus on Those We Serve Bring out the Best in Each Other

Build Strong, Successful Partnerships Create A Better Way Use our Resources Wisely

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NHS Values (C P R)

P

R

The Core Values of the NHS can be summarized into a couple of words; Compassion, Professionalism and Respect – CPR! CPR is at the core of the NHS and allows daily operations to fulfill not only the mission but to illustrate our vision to be a Leader in Healthcare.

Feelings

C

OMPASSION

Sensitivity

Courtesy

Listen

Dignity

Quality

P

ROFESSIONALISM

Responsibility

Learn Innovation

R

Contribution

Opinions

ESPECT

Privacy Trust/Integrity

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Teamwork

Communicate 6

Patient/Client Centered Care Patient/Client Centered Care (PCCC) is our approach to care underpinned by a person-centered philosophy. Improving the quality of patient care and safety is at the top of the list when it comes to NHS priorities and a major focus has been underway in the last year to adopt a patient/client centered care model.

The NHS goal with PCCC is to give a great experience for every patient in a consistent way throughout all NHS sites. As well as provide a healthy workplace for Staff, Physicians and Volunteers. This concept will be expanded throughout orientation, as it is vital to the overall success of the mission at the NHS.

Customer Service Standard Keep Learning Be Consistent Be Adaptable Think Resolution/Closure Keep Smiling Niagara Health System Volunteer Handbook

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Customer Service Process 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

• Make a Good First Impression • Let Them Hear your Smile • Listen Actively • Be Prompt • Never Say You Don't Know..If You Don't Know ASK! • Use All Your Tools... Fall Back on Training • When They Are Mad... it isn't at You • Don't Take Anything Personally • Don't Be Afraid to Ask... Seek Advice • Document Problems and Concerns • Keep Smiling • Be Confident • Be Patient • Don't Forget What You Promised and Deliver • Is There Anything Else I Can Help You With?

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Volunteer Resources Programs and Services Definition of a “Volunteer” at the NHS The term “VOLUNTEER” assumes a more global definition to refer to an individual who enters a service with the NHS of his/her own free will and without monetary remuneration.

Statement of Purpose The purpose of Volunteer Resources is to:  Recruit and train effective volunteers, which offer an extra dimension of care and services to our patients, families, and visitors, and supportive services to various hospital programs.  Ensure that volunteers are properly registered and screened for assignments within the NHS.  Provide an opportunity for volunteers to give meaningful service, experience skill development, career exploration, and personal growth.  Assist in creating and promoting community interest and understanding about the hospital and its services.

Scope of Service The TYPES of Volunteer Positions available at any one or more of the NHS Sites include:     

Patient and Family Care Auxiliary Membership Fundraising and Retail Information and Customer Service Leadership and Episodic Opportunities

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Volunteer Resources Team Debbie Anderson Coordinator, Volunteer Resources [email protected] 905-378-4647 ext. 44623 St. Catharines Site Douglas Memorial Site

Andrea McCollum Coordinator, Volunteer Resources [email protected] 905-378-4647 ext. 54927 Greater Niagara General Site Niagara-on-the-Lake Site Port Colborne Site Welland Site

Julie DeRuiter Volunteer Recruiter [email protected] 905-378-4647 ext. 44205

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NHS Hospital Sites

Douglas Memorial Site

Greater Niagara General Site

Niagara-on-the-Lake Site

Fort Erie’s Douglas Memorial Site (DMS) opened in 1931, the result of a bequest from local doctor Dr. William Douglas. Today, this 46-bed hospital is a centre for the delivery of patient services in the greater Fort Erie area, for a population of approximately 30,000. The site is the location of a 24-hour Urgent Care Centre, providing care and treatment for a range of nonemergency ailments. Since 1907, Greater Niagara General Site (GNG) in Niagara Falls has provided a community hospital to Niagara Falls and surrounding residents. In 1958, a new hospital opened on Portage Road, which today has Acute Care, Mental Health and Complex Continuing Care, 24-hour Emergency, inpatient and day surgery, regional acute stroke, maternal services, ICU and more. Niagara-on-the-Lake Site (NTL), in the heart of the historic old town, opened as a cottage hospital in 1921, and its current location on Wellington Street was built in 1950 and offers a unique hospital-based Walk-in Clinic.

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Port Colborne Site Located on the shores of Lake Erie, Port Colborne Site (PCG) has served the residents of Port Colborne since 1951. It provides a range of in and outpatient services, including a 24-hour Urgent Care Centre, providing care and treatment for a range of nonemergency ailments. The site has a satellite Ontario Breast Screening Program and Eating Disorders Clinic and a Methadone Clinic.

Welland Site Welland Site (WHS) has been providing hospital care to Welland and surrounding communities since 1908. In 1960, a new hospital opened, which today has Acute Care, Complex Continuing Care, and Mental Health. This fullservice community hospital provides Inpatient and Day surgery, Pediatrics, ICU, 24hour Emerge, and an Ontario Breast Screening Program.

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St. Catharines Site

Niagara Region is home to one of the most up-to-date health-care facilities in the country, establishing infrastructure to care for and treat the health needs of the Niagara region with:         

80% single rooms Focus on infection control (Medical Device Reprocessing) Bariatric rooms State of the Art Maternity and Pediatrics Emergency Department and Urgent Care Center Mental Health Center State of the Art Operating Rooms Pneumatic delivery system New Nurse call system

Continuous Quality Improvement Volunteer Resources is committed to continuous quality improvement in the service to our patients and staff at the NHS. We encourage you to share your comments, suggestions and ideas with your supervisors, convenor, Team Leaders and Shift Leaders. They will bring forth your concerns and comments to the Coordinator of Volunteer Resources at your site.

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Health Screening Requirements

Communicable Disease Surveillance Program A pre-placement health review is required of all prospective volunteers. The health screening process is to ensure the safety of our patients, staff and volunteers within the NHS. Details of the health review will be discussed during the interview with the Coordinator, Volunteer Resources or Recruiter. The health review includes the following:

 Completion and submission of the NHS Health Clearance Form to NHS Occupational Health Office and Volunteer Resources Recruiter.

 A 2-Step Tuberculosis (Mantoux) Test. If you have not been tested within the last 12 months, a 2-step Mantoux is required. Positive Mantoux test results will require chest xrays and medical documentation stating that you are free of active disease before your placement start date.

 Proof of Immunizations for Measles, Mumps, Rubella (MMR) and history of Chicken Pox/Shingles. In the absence of a valid immunization record (signature/stamp included) blood work will be required.

 Valid Health Card (OHIP)  The Influenza Vaccine is recommended between November and April. Niagara Health System Volunteer Handbook

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Volunteer Orientation and Training Volunteers are required to complete orientation and training to perform their duties successfully. The first step is to complete selfdirected orientation by reading the Volunteer Handbook and completing the required bookwork. Following that, new Volunteers attend Hospital Orientation with the Coordinator and then complete Departmental Training. The staff supervisor, convenor or team leader of your placement area will provide orientation to the floor/department and your volunteer position. This commitment to training will allow you to gain all the resources necessary to work safely and in accordance with NHS policies and procedures.

ORIENTATION

The NHS prides itself on our culture of learning. Volunteers will be required to attend on going Education and Training sessions regarding important changes to their service area, their assignment, hospital policies and procedures, legislation etc. SELF-DIRECTED ORIENTATION HOSPITAL ORIENTATION DEPARTMENT TRAINING ON GOING EDUCATION

Sign-In Procedures and Records Sign-in procedures for Volunteers will be discussed at Hospital Orientation with the Coordinator, Volunteer Resources. Volunteers are expected to sign-in/out each time she/he volunteers with the NHS. It is important for volunteers to maintain accurate records of service hours for liability and emergency situations. Everyone must sign in before starting his or her shift to identify who is in the building in case of emergencies. Also Service hours are presented to the Hospital Administration and Ministry of Health and Board of Directors. Niagara Health System Volunteer Handbook

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Reference Letters To obtain a reference letter please submit a request in writing to Coordinator, Volunteer Resources. Please allow three weeks advance notice to ensure timely completion of your letter. Reference letters will be provided based on the following:  A minimum of 80 hours or 6 months of service  A consistently positive experience as an NHS Volunteer

Transfer of Volunteer Assignments It is important to us that you find satisfaction in your placement. We aim to place volunteers in roles that are meaningful and challenging, enabling you to have a positive impact on the lives of others. Volunteers who desire a transfer to another position are encouraged to contact the Coordinator, Volunteer Resources to learn about other available opportunities.

Discontinuation of Service Please notify your Coordinator in the event you choose to discontinue your service to the NHS. We kindly request two weeks, or more, notice to facilitate finding a replacement for your important role at the hospital. In some circumstances, Volunteers may experience difficulty in meeting the requirements of their position. Coaching, additional training, or a change to another position are strategies utilized to assist Volunteers who are experiencing difficulties. Volunteer Resources follows standardized protocol for disciplinary actions including verbal and written warnings, suspension from volunteer service or dismissal from the program. Volunteer Resources and the NHS reserve the right to discipline and/or dismiss a volunteer as a result of:  Failure to comply with hospital policies and procedures or Code of Conduct  Problematic attendance  Negative or inappropriate comments and/or conduct  Failure to maintain a clean and professional dress code  Other circumstances, where continued service of a volunteer is in conflict with the best interests of the hospital and its patients Niagara Health System Volunteer Handbook

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Refreshment One of the ways we express our thanks is to provide Volunteers with a complimentary beverage during their shift by presenting NHS ID.

Food and Beverage Consumption Designated areas to eat a meal/snack will be explained during orientation. Snacks, beverages, or meals are not to be consumed within the patient areas or in the front lobby.

Volunteer Lockers A limited number of lockers are available for volunteers. We ask that you only use the lockers to secure your personal belongings during your shift and clean out the locker at the end of your shift. For your security, you will need to use a personal pad lock or combination lock to secure a locker. Please Note: Locks left on overnight will be removed. It is your responsibility to ensure that personal belongings are in a secure area. NHS is not responsible for missing or damaged items.

Parking Another way we express our appreciation is by providing complementary parking for NHS Volunteers. Parking details will be covered during site orientation. Please follow appropriate signage within the parking lots to allow our patients preferred accessibility to the hospital. Please Note: NHS is not liable for any loss or damage to any vehicle while parked on NHS property.

Identification Badges All Hospital Volunteers will be issued an NHS Identification badge. Our I.D. Badges are smart technology, and have the capacity to allow entrance to locked areas. Volunteers are responsible for replacement costs of lost badges. Volunteers must return their I.D. Badge to Volunteer Resources when discontinuing service.

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Conduct, Confidentiality and Privacy Policies NHS Code of Conduct The Niagara Health System is committed to a safe and supportive work environment in which everyone is respected and valued. The way we treat each other is reflected in how our patients, family members and visitors view and trust us. The Code of Conduct sets the standard of behavior expected from all individuals providing care and service.

R-esponsibility E-quality S-upport P-rofessionalism E-ducation C-ommunication T-eamwork For more information on the Code of Conduct please visit: http://www.niagarahealth.on.ca/about/code-of-conduct Niagara Health System Volunteer Handbook

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Volunteer General Rules & Guidelines When you are on duty, your attitude and actions reflect on the NHS. The following should guide you in your volunteer service with us at the NHS.

Your responsibilities to the Volunteer Resources  Direct any problems, comments, or suggestions to your Supervisor, Convenor and or Team Leader or Coordinator  Notify your department Supervisor, Convenor and or Team Leader and Volunteer Resources when you are unable to make your assigned shift or require a change, a leave of absence, a change of address/phone, or wish to resign.  Sign IN and OUT on each shift.  Report for your shift with your ID badge clearly visible.  Follow through on promises and commitments including your assigned shift schedule.  Cooperate with staff and fellow volunteers.  Follow the service assignment including duties, training, and orientation.  Abide by the policies and procedures of the Hospital and of the Volunteer Resources as described in this Volunteer Handbook.

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Your responsibilities to NHS Patients  Conduct yourself with dignity and professionalism.  Be sensitive to the needs and concerns of others.  Take the initiative - if unable to help directly, find someone who can.  Eat/drink within designated areas.  Chewing gum is not appropriate while on duty.  NHS properties are Smoke Free.  Read and follow isolation signs before entering patient care areas.  Treat all persons with respect & compassion -- just as you would like to be treated.  Respect the privacy of others. Knock upon closed or partially closed doors, allowing sufficient time for patient/staff to respond. Do not enter a room when a physician, nurse, or other staff member is seeing the patient.  Respect the cultural and religious values of the patients and their families.  Do not ask the staff / doctor for medical advice, medication or have a corridor consultation for your relatives, friends or yourself.  Do not provide medical advice to patients.  Do not sell or attempt to sell goods or services, request contributions, solicit any written business, or distribute political petitions on hospital premises without written consent from the Coordinator, Volunteer Resources.

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Confidentiality/Privacy All Patients have the right to privacy, confidentiality, dignity and selfidentity. Personal Health Information is governed by a Protection Act in Ontario called the Personal Health Information Protection Act 2004 (PHIPA). The purposes of this Act are, to establish rules for the collection, use and disclosure of personal health information about individuals that protect the confidentiality of that information and the privacy of individuals with respect to that information, while facilitating the effective provision of health care. For more information of the complete Act please visit:

www.health.gov.on.ca

As Volunteers, you may have access to information concerning our patients, their families, or internal business. Every patient, staff, visitor, and volunteer at NHS has a fundamental right to be treated in confidence. Therefore, all information acquired by a volunteer including an individual's personal information (i.e., name, condition, treatment, doctor's name, etc.), any facility related business, staff information, personal or otherwise, is to be held with utmost confidence. You have a LEGAL and MORAL obligation to uphold the principles of confidentiality and privacy; failure to do so may result in the dismissal and/or personal legal action. Niagara Health System Volunteer Handbook

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Here are a few things that volunteers should keep in mind to safeguard an individual's right to confidentiality:  Avoid casually discussing a patient’s stay at a NHS site with anyone in hallways, patient rooms, elevators, etc., as well as outside of the facility

 When you are discussing a patient with someone involved in his/her care, keep in mind where you are and who might overhear.  Without exception, don't take your privileged knowledge about anyone home with you to use as gossip. Become accustomed to saying, "I CANNOT DISCLOSE THAT INFORMATION" to avoid any pursuit of the subject. NHS has a legal and ethical responsibility to protect the privacy of patients/families, staff and affiliates and ensures that confidentiality is maintained.

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Breaches of Confidentiality

STOP THINK PROTECT Social Media Social media websites such as Facebook, Twitter, Google+, MySpace, YouTube and blogs allow us to communicate in real-time with “friends” or the public. Volunteers use these sites as research and educational tools, for information sharing and as a way to network. Understanding the risks involved in using social media may prevent potential adverse personal and professional consequences. Do not discuss/post or reference anything related to the hospital that could be considered confidential or portray the NHS in a negative light.

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Legal Consequences of a Breach As a Volunteer you can he held legally liable under government legislation for a breach of confidentiality. If convicted of an offence under PHIPA you and the NHS are held liable. The maximum penalties on an individual Volunteer is a fine of $50 000. Breaches can also result in dismissal from the NHS.

For privacy questions please ask your Coordinator, Volunteer Resources or contact the Privacy Office directly at 905-378-4647 ext. 46203

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Workplace Violence & Harassment The Occupational Health & Safety Act states that an employer has the obligation to keep workers safe from Workplace Violence and address Workplace Harassment. The NHS is committed to providing a safe and secure work environment, free from violence, threats, bullying, intimidation and harassment. Threats, threatening behavior or acts of violence against employees, patients, visitors, volunteers or other individuals on NHS properties, will not be tolerated. Please follow a self-guided Module on Workplace Violence:

http://www.niagarahealth.on.ca/WorkplaceViolence/ This module includes a detailed overview of:

 NHS Code of Conduct  Bill 168 Rights and Responsibilities  Characteristics and Definition of Workplace Violence and Harassment  Impact of Co-workers and Patients  Proactive and Reactive Strategies  NHS Strategies

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What to Do If? - Workplace Harassment/Bullying

1. ASK INDIVIDUAL TO STOP 2. INVOLVE YOUR DIRECT SUPERVISOR, CONVENOR OR TEAM LEADER 3. CONTACT YOUR COORDINATOR, VOLUNTEER RESOURCES Right to Refuse Unsafe Work

A volunteer may refuse to work or do particular work when they have reason to believe workplace violence or an unsafe environment is likely to endanger him/her. Promptly report any such circumstances to your Supervisor, Convenor or Team Leader. While they investigate the situation, you will remain in a safe place that is as near as reasonably possible to your assigned work area.

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Accessibility at the NHS Ontario’s Accessibility for Ontarians with Disabilities Act (AODA) requires all service providers to remove barriers faced by people with disabilities when accessing their services. What does this mean for the NHS?  Create policies and procedures that promote accessibility  Provide education to all staff and volunteers  Allow people with disabilities to be accompanied by their service animal or support person when accessing hospital services  Provide notice when facilities/services are disrupted  Establish a feedback process for how services are provided to people with disabilities, along with how to take action on any feedback

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 Always ask, “How may I help you today?”  Offer assistance – If the person accepts your offer, allow him/her to explain how best to help  Remember that not all disabilities are visible  Seek assistance from staff/volunteers in your department

Dress Code / Footwear Policy Volunteers are expected to maintain a neat, clean appearance while representing the NHS. Overall, your attire may be casual, yet professional. The dress code promotes acceptance of Volunteers in a professional light. Safe and appropriate footwear prevent unnecessary injury, pain and discomfort.  Wear minimum jewelry (no large earnings or necklaces).  No shorts or short skirts/dresses, cut-offs, tight-fitting clothing, tank tops, sweats, shirts exposing the midriff (stomach) and no scrubs  Blue jeans are acceptable on dress down Fridays  Shoes are to be comfortable, low-heeled (less than 6cm), and closed toe in patient care areas  In patient care areas clean running shoes are acceptable. Sandals, clogs or other open shoes are not permitted.  Footwear requirements vary based on departmental policies.

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Volunteer Uniforms Uniforms serve to distinguish volunteers in a professional light to visitors, patients, and staff as well as attest to our commitment to provide a safe environment. Thus, while on duty at the hospital, volunteers are required to wear the uniform issued by their respective departments. Due to health regulations and in accordance with proper hygiene practices, uniforms are to be clean--so please wash your uniform regularly.

Scent Free Policy

Due to allergies arising from exposure to scented products, limit strong perfumes, colognes, hand-lotions, soaps and hairspray while at the NHS. The aim is to provide a scent-free environment for all employees, patients, visitors and volunteers.

Smoke Free Policy All NHS Sites, including buildings, parking lots and lawns/gardens are smoke-free zones, effective May 31, 2007. No smoking is allowed on the property to reduce the effects of second-hand smoke and to provide a safe and healthy environment. Nicotine Replacement Therapy is available to patients experiencing difficulty managing their nicotine dependency and volunteers are encouraged to share this information when appropriate as a resource for those in our care. Niagara Health System Volunteer Handbook

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Workplace Safety Infection Control

Statistics show that 5-10% of patients develop a preventable hospital-acquired infection (HAI) such as C. Difficile, MRSA and VRE. This means that 220, 000 patients are affected each year in Canada and results in more than 8,000 deaths annually. This increases healthcare costs in Canada by more than 50 million each year. Today, hospital-acquired infection is the 4th leading cause of death after cancer, stroke and heart disease.

 The NHS believes that infection Prevention and Control is vital for our patient safety. Hand Hygiene is the #1 way to stop the spread of infection and the spread of antibiotic resistant organisms. Volunteers are expected to model excellence in hand hygiene for our patients and visitors. Please be sure to use Purell when entering and leaving the building, as well as between visits with patients, before eating or drinking and after using the rest room, coughing or sneezing and before wearing and after removing latex gloves. Hand hygiene is also required after you come into contact with contaminated objects such as elevator buttons, doorknobs, phones, debit and bank machines or handling money. When hands are visibly soiled, please wash for minimum 15 seconds with soap and warm water. As part of this safety strategy at the NHS, Management is involved in regular audits of hand hygiene practices by staff, volunteers, students and physicians.

Hand Hygiene

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Good hand hygiene results in better and safer patient care. Please encourage peers, patients and visitors to follow safe hand hygiene practices also.

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Personal Protective Equipment (PPE) Remember to protect yourself first!

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OCCUPATIONAL HEALTH & SAFETY/WHMIS Workplace Hazardous Material Information System (W.H.M.I.S.) In keeping with Ontario Legislation, all volunteers are provided instruction regarding W.H.M.I.S. It is important to keep in mind that the hospital is an environment where potentially hazardous materials and substances exist. We all have a responsibility to be cautious and knowledgeable of potentially hazardous materials. The following WHMIS symbols help to identify potentially hazards if a chemical/material is not handled properly. Before handling any product, check the label for potential hazard symbols and safe handling instructions.

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Flammable and Combustible Material Class B Oxidizing Material Class C Class D (x 3): Poisonous and Infectious Material Materials Causing Immediate and Serious Toxic Effects Class D1 Materials Causing Other Toxic Effects Class D2 Biohazardous and Infectious Material Class D3 Corrosive Material Class E Dangerously Reactive Material Class F Niagara Health System Volunteer Handbook

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Class A – Any material contained under pressure. (Contents may explode if dropped or heated) i.e. compressed air, oxygen tanks

Class B – Any material which is easily ignited when exposed to a flame or other ignition sources (May ignite spontaneously) ie. ethanol, acetone

Class C – Any material that cause other materials to ignite and or burn ie. ozone O3, sodium chlorite

Class D1 – Any material that can cause death or immediate injury when a person is exposed to small amounts ie. sodium cyanide, sulfuric acid

Class D2 – Any material that have the potential to cause long term serious health problems due to repeated exposures over a long period of time ie. asbestos, carcinogens

Class D3 – Any organisms or its toxins that have been shown, or believe to cause, disease in humans ie. AIDS/HIV Virus, Hepatitis B, Salmonella

Class E – Any material that can destroy the skin or eat through materials ie. acid or base compounds, nitric acid, ammonium hydroxide, caustic soda

Class F – Any material which may have unexpected reactions when mixed with another product ie. picric acid (TNT), ethylene oxide (antifreeze and brake fluid). Niagara Health System Volunteer Handbook

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Material Safety Data Sheets (MSDS) MATERIAL SAFETY DATA SHEETS:

 Supplied by the manufacturer of the product  Details the safe handling, use and storage of hazardous materials used in the work area  Must be updated every 3 years

Safety Labels

All containers of potentially hazardous materials must have one of

two WHMIS labels:

Attached to product by supplier ** Has distinctive hatched WHMIS border** Must contain:  Product identifier  Supplier identifier  MSDS statement  Hazard symbols(s)  Risk Phrases  Precautions  First aid

Required if: A - Existing supplier label is faded/illegible B - Product is decanted Must contain:  Product identifier  Safe handling instructions  MSDS statement

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Ergonomics & Proper Back Safety

The NHS recognizes health and safety as a vital component in achieving its vision, mission and values. Safety in the workplace is a priority and critical to the employees and volunteers of the NHS.

Bending

 To bend safely, kneel down on one knee  Bend your knees and hips, not your back  When learning forward, move your whole body

Pushing/Pulling

 Stay close to the load, don’t lean forward  Use both arms  You can push twice as much as you can pull so push rather than pull when possible

Body Mechanics: Sitting at a Computer

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Body Mechanics: Moving and Lifting Items

 1 2 3

FOLLOW THE STEPS AS OUTLINED: Assess the weight of the object Firm grip on object With feet shoulder width apart, use your legs to lift the object:  Avoid twisting  Keep the object close to your body  Keep your head up (don’t look down)

4

Using your legs, keep a straight back and lower the item to the ground

NOTE: Volunteers are not permitted to lift or assist with lifting or transferring patients. Report any injuries immediately to your supervisor, convenor and or team leader. Reporting is not punitive but positive.

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Emergency Codes for Hospitals Code by Colour Black Blue Brown Gray Green Green-Stat Orange Pink Purple Red White Yellow Code 1

NEW

Emergency Response Bomb Treat  Cardiac Arrest Internal Chemical Spill  External Air Exclusion  Evacuation-Precautionary  Evacuation Crisis  External Disaster  Paediatric Cardiac Arrest Hostage Taking  Fire  Violent Person Missing Patient Patient – Slips/Falls, etc  Report to your assembly area.

Assembly Area: A location to meet and complete a head count to call into switchboard, review fire plan/code and develop strategy and respond quickly. Find out where your assembly area is located during departmental training.

What to do in an Emergency - How to Call a Code 1. Dial 5-5-5-5-5 to alert Switchboard of a code 2. Provide the following information:  Name of the CODE (i.e. CODE RED)  Exact location (i.e. Department or Room #) Always be aware of where you are in the hospital in case the need arises to call a code Niagara Health System Volunteer Handbook

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Code Red – Fire/Smoke

Upon Hearing the Fire Alarm (When there are No Signs of Fire) 1. Report to your assigned Designated Area unless you have to cross a fire zone. 2. IF UNABLE TO RETURN TO YOUR ASSEMBLY AREA REPORT TO THE NEAREST SAFE ASSEMBLY AREA. 3. The Most Senior Person will conduct a head count and call switchboard. 4. Remain at Assembly Area until the “All Clear on CODE RED” is declared by Switchboard. Inform patients, visitors and fellow staff not to venture to other parts of the hospital until the “All Clear” is given if necessary. 5. Suspend all non-essential activity (non-essential phone use) as soon as possible and review the hospital’s Fire Plan and Evacuation (“Code Green”) with fellow staff. 6. Reassign non-essential staff in event of an evacuation. 7. Do no use the elevators unless instructed otherwise.

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Code 1 – Patient/ Slip or Fall etc. What is Code 1? Code 1 is used to initiate a response to a person who is in immediate need of assistance for a non-cardiac medical emergency anywhere on hospital property when an existing code does not apply.

How to Activate a Code 1?  Dial “55555” and request a Code 1 be paged.  On hearing an overhead announcement for “Code 1” Staff members in the vicinity are to respond, security is to respond immediately (if available) and the Code Team will respond. What do you do if you are notified or come across a Code 1? Support the patient & seek assistance as required by calling Code 1

CODE BLUE/PINK: (Medical Emergency/Cardiac Arrest) The Code Blue Team at each site will bring the crash cart to the scene and take charge of any announced Code Blue. If you are working in an area that has a Code Blue emergency, stop what you are doing and ensure that the pathway for the crash cart is clear by moving carts and other items out of the way. Also, ask people (i.e. family) to stand aside for the Code Blue Team to come through.

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CODE WHITE: (Violent Person) Code White is potential or actual violent situation that cannot be deescalated that jeopardizes the safety of others. Every department has to assign trained staff to respond to Code White. Security Assist Security Assist is called in the event of a situation that is beginning to escalate and would warrant the presence of security when witnessing a nonviolent escalation. The presence of security may deescalate the situation but IF THE SITUATION BECOMES VIOLENT A CODE WHITE MUST BE INITATED. 1. Dial 55555 in order to provide the responding Switchboard Operator with the details as to the site of the episode. 2. On hearing an overhead announcement for a “Security Assist” (with site of real/potentially aggressive episode), Security is to respond immediately. (STAT)

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CODE YELLOW: (Missing Patient) Code Yellow is when a unit/department has identified as an adult patient to be missing. Missing is defined as any person who cannot be located. Examples include but are not limited to:  A patient who has wandered from the unit and cannot be located  A patient who has eloped  A patient who has been abducted Staff only will initiate a “Code Yellow” public address announcement; On hearing an announcement activating the Missing Patient Contingency Plan (Code Yellow), all units/departments will ensure that their unsecured areas are searched for “conspicuous individuals”. Patients who are missing are generally confused, afraid or trying to elope. This search includes any unsecured areas, usually unoccupied, nearby washrooms/change rooms, nearby stairwells (one floor up and two floors down), and other nearby unsecured, non-public area to which staff can access.

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Patient Bill of Rights and Responsibilities The Niagara Health System encourages patients (or their substitute decision maker / legally authorized representative) to take an active role during Hospital treatment. The following bill of rights and responsibilities outlines clear expectations.

As a Patient you have the right to:  Be treated at all times with compassion, professionalism and respect.  Confidential treatment of your health information in accordance with the law.  Information necessary to make informed health care choices.  Give or refuse consent to medical treatment.  Express your concerns or complaints and expect the Hospital to make best efforts to provide a timely response to your questions.  A safe and clean environment.

As a Patient you have the responsibility to:  Provide accurate information relating to both your medical and personal history.  Be actively involved in your plan of care and to ask questions when you don't understand or require more information.  Be courteous and respectful of other patients, visitors, and the Hospital Team.  Be respectful of Hospital property and comply with Hospital policies. Niagara Health System Volunteer Handbook

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Thank YOU! Volunteers are an essential part of our team at the NHS. We are thankful for your commitment to excellence in healthcare here in Niagara. Accept our thanks and know that you are making a difference by sharing your time….  Volunteers do not necessarily have the time; they just have the heart. ~Elizabeth Andrew

 Volunteers are the only human beings on the face of the earth who reflect this nation's compassion, unselfish caring, patience, and just plain loving one another. ~Erma Bombeck  Volunteers are paid in six figures... S-M-I-L-E-S. ~Gayla LeMaire  Unselfish and noble actions are the most radiant pages in the biography of souls. ~David Thomas  No one is more cherished in this world than someone who lightens the burden of another. ~Author Unknown  If you want to touch the past, touch a rock. If you want to touch the present, touch a flower. If you want to touch the future, touch a life. ~Author Unknown  We make a living by what we get, we make a life by what we give. ~Winston Churchill  What we have done for ourselves alone dies with us; what we have done for others and the world remains and is immortal. ~Albert Pike Niagara Health System Volunteer Handbook

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We Hope You Enjoy Your Volunteer Experience at the NHS!

Refer Your Family and Friends!

Visit our website at www.niagarahealth.on.ca and click on the Volunteer link to recruit a family member or a friend

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