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Volunteer Handbook

Prepared By
Document Owners
Sharp Chula Vista Volunteer Services and Sharp Chula Vista Auxiliary
Portions of this handbook provided by:
Sharp Cabrillo Auxiliary
Sharp Grossmont Auxiliary
Sharp HealthCare Human Resources Operations

Created
June 2006

Last Revised
July 2012

Note: The content of a manual does not constitute nor should it be construed as a promise of
employment or as a contract between Sharp Chula Vista Hospital or Auxiliary and any of its volunteers.
This document has been developed by the Office of Volunteer Services in order to familiarize
volunteers with Sharp Chula Vista Medical Center and its Auxiliary and provide information about
working conditions, key policies, procedures, and benefits affecting your service at Sharp Chula Vista
Medical Center.
Sharp Chula Vista Auxiliary at its option, may change, delete, suspend, or discontinue parts or the
policy in its entirety, at any time without prior notice.

TABLE OF CONTENTS
INTRODUCTION TO SHARP HEALTHCARE ..........................................................................4
Sharps Vision and Values......................................................................................................... 4
Sharps Mission......................................................................................................................... 4
THE SHARP EXPERIENCE ...................................................................................................4
Behavior Standards .................................................................................................................. 4
On-Stage / Off-Stage ................................................................................................................ 5
The Five Must Haves ............................................................................................................. 5
AIDET. .................................................................................................................................... 6
SHARP POLICIES AND PROCEDURES ..................................................................................7
HIPAA Regulations .................................................................................................................... 7
Obligations Regarding Confidentiality and Non-Disclosure ..................................................... 9
Primary Language ..................................................................................................................... 9
Building Security ....................................................................................................................... 9
Safety. .................................................................................................................................. 10
Infection Control .................................................................................................................... 12
Additional Sharp Policies and Procedures .............................................................................. 14
Wheelchair Procedures .......................................................................................................... 16
INTRODUCTION TO SHARP CHULA VISTA AUXILIARY ....................................................... 17
Mission................................................................................................................................. 17
History.. .................................................................................................................................. 17
Organization ........................................................................................................................... 17
AUXILIARY AND VOLUNTEER POLICIES AND PROCEDURES ............................................... 18
Requirements for Volunteers ................................................................................................. 18
Auxiliary Membership and Dues ............................................................................................ 19
Uniforms ................................................................................................................................. 19

Hours and Timekeeping.......................................................................................................... 20


General Meetings ................................................................................................................... 20
Benefits, Awards and Recognition ......................................................................................... 20
Limitations and Extent of Duties for Volunteers .................................................................... 21
Training and Evaluation .......................................................................................................... 23
Schedule and Position Assignment ........................................................................................ 23
Absence and Tardiness ........................................................................................................... 24
Break Periods.......................................................................................................................... 24
Parking. ................................................................................................................................... 24
Change of Personal Data ........................................................................................................ 25
Termination/Resignation and Exit Survey .............................................................................. 25
Return of Hospital and Auxiliary Property and ID Badge ....................................................... 25
Holiday Policy ......................................................................................................................... 26
Important Phone Numbers .................................................................................................... 26
Hospital Department Abbreviations....................................................................................... 27
Commonly Used Terms and Abbreviations ............................................................................ 28
ACKNOWLEDGMENT AND DOCUMENTATION ................................................................. 30

INTRODUCTION TO SHARP HEALTHCARE

Sharps Vision and Values


Sharp HealthCare's vision is to be the best health system in the universe. Sharp will attain this position
by redefining the health care experience through a culture of caring, quality, service, innovation and
excellence. Sharp will be recognized by employees, physicians, patients, volunteers and the community
as the best place to work, the best place to practice medicine and the best place to receive care. Sharp's
core values are integrity, caring, innovation and excellence.

Sharps Mission
It is the mission of Sharp HealthCare and Sharp Chula Vista Medical Center to improve the health of
those we serve with a commitment to excellence in all that we do. Our goal is to offer quality care and
services that set community standards, exceed patients expectations and are provided in a caring,
convenient, cost-effective and accessible manner.

THE SHARP EXPERIENCE


The Sharp Experience is our way of enhancing the way we interact with and
serve our patients and their families, our colleagues and our physicians. We
call it The Sharp Experience because it encompasses all that we do at Sharp
HealthCare. Through this initiative, we are transforming health care delivery
in San Diego by becoming the best place to work, the best place to practice
medicine, the best place to receive care and the best health care system in
the universe!

Behavior Standards
Sharps Behavior Standards are tools we use to model appropriate behavior in order to provide a
positive Sharp Experience. These behavior standards are practiced every day, while on duty and even
when were off duty, because we recognize that once we become Sharp volunteers, we are always
representing Sharp to the greater community. Everything we do and all the policies and procedures that
we must abide by fall into one or more of these behavior standard categories.
Its a Private Matter: Confidentiality
To E or not to E: Email Manners
Viva la Difference: Diversity
Get Smart: Increasing Skills and Competence
Attitude is Everything: Creating a Lasting Impression
Thank Somebody: Reward and Recognition
Make Words Work: Talk, Listen and Learn
Make it Better: Service Recovery
Think Safe, Be Safe: Safety at Work
Look Sharp, Be Sharp: Appearance Speaks
Keep in Touch: Ease Waiting Times

On-Stage / Off-Stage
To be On-Stage means to be acting within the Sharp Experience standards in order to create a positive
experience and good memories for our patients and guests. We need to be aware of what we are doing
and the impact our words and actions have on others around us. Others perceptions (what they see,
hear and experience) are their reality and that reality becomes their Sharp Experience.
As soon as you put on your volunteer uniform, you are on-stage. Even beyond the hospital walls, you
represent Sharp out in the greater community. On-Stage areas of the hospital are anywhere a patient or
guest can see or hear you.
To be Off-Stage means being able to let your guard down and let off steam, taking a break out of the
public eye. Off-Stage areas of the hospital would be behind closed doors.
Examples of Off-Stage behaviors in On-Stage areas (things we should NEVER see volunteers doing):
Chatting with co-volunteers about activities outside of your present job. Ie: talking about what you did
over the weekend.
Texting in the lobby, even if off duty.
Using your cell phone while on duty.
Wearing headphones while doing your rounds.

The Five Must Haves


Thank Somebody: Reward and recognition are central to the Sharp culture. We express gratitude and
appreciation to one another. We celebrate our accomplishments and hard work to make Sharp the best
place to work, practice medicine and receive care.

Make Words Work: We communicate with courtesy, clarity and care in all verbal and
non-verbal messages. We listen attentively to customers to understand their needs and to ensure
they comprehend information we provide to them.
Make it Better: When The Sharp Experience doesnt go right for a customer, we pledge to make
things better. We listen and respond with empathy, and apologize for not exceeding expectations. We
are proactive in making amends, even in difficult situations.

Keep in Touch: Keeping our customers informed puts them and their families at ease. We are
committed to sharing information and acknowledging the presence of our customers at all times.

Attitude is Everything: We treat every customer as if he/she is the most important person in our
workplace. Our behavior and attitude create a positive first impression that is lasting. We strive to
exceed expectations.

The Five Must Haves are a tool we use to achieve outstanding customer service. All employees and
volunteers must embrace the five must haves and make them part of your daily practice.
Greet people: say hello and make eye contact
Take patients and guest to their destinationsESCORT
Use key words at key times (Is there anything I else I can do for you? I have the time.)
Rounding with reason to patients and staffgiving your full attention to the task at hand.
Remember to say thank you.

AIDET
Thank Somebody: Reward and recognition are central to the Sharp culture. We express gratitude and
appreciation to one another. We celebrate our accomplishments and hard work to make Sharp the best
place to work, practice medicine and receive care.

Make Words Work: We communicate with courtesy, clarity and care in all verbal and nonverbal messages. We listen attentively to customers to understand their needs and to ensure they
comprehend information we provide to them.
Make it Better: When The Sharp Experience doesnt go right for a customer, we pledge to make things
better. We listen and respond with empathy, and apologize for not exceeding expectations. We are
proactive in making amends, even in difficult situations.

Keep in Touch: Keeping our customers informed puts them and their families at ease. We are
committed to sharing information and acknowledging the presence of our customers at all times.

Attitude is Everything: We treat every customer as if he/she is the most important


person in our workplace. Our behavior and attitude create a positive first impression that is lasting. We
strive to exceed expectations.

ACKNOWLEDGE Greet people with a smile and use their names if


you know them. Attitude is everything. Create a lasting impression.
Good morning/afternoon Mr. Smith. Welcome to Sharp Chula Vista.
We want to make your visit is as convenient as possible. Would you
please take a moment to complete this form with your name and
appointment time, and Ill get you signed in with the admitting clerk.

INTRODUCE Introduce yourself to others politely. Tell them who


you are and how you are going to help them. Escort people where they
need to go rather than pointing or giving directions.
My name is Susan, a Patient Navigator volunteer, Ill be happy to escort
you to Radiation Oncology. Ill introduce you to Iris, the lead nurse, youll
be in great hands.

DURATION Keep in touch to ease waiting times. Let others know if


there is a delay and how long it will be. Make it better and apply service
recovery methods when necessary.
Im very sorry for the inconvenience, the x-ray machine is down and will
take a half hour to repair. Are you able to wait or would you like me to
help you schedule an appointment for tomorrow?

E
T

EXPLANATION Advise others what you are doing, how procedures


work and whom to contact if they need assistance. Communicate any steps
they may need to take. Make words work. Talk, listen and learn. Make
time to help. Ask, Is there anything else I can do for you?
That looks beautiful! Be sure to only wash the wig in cold water and
never use a hairdryer or curling iron on it. Is there anything else I can do
for you today? I have the time.
THANK YOU Thank somebody. Foster an attitude of gratitude.
Thank people for their patronage, help or assistance. Use reward and
recognition tools.
Thank you for your call. Is there anything else I can do for you? I have
the time.

SHARP POLICIES AND PROCEDURES


All Sharp Policies and Procedures can be found on the Sharp intranet.
Policies and Procedures pertinent to volunteers can also be found in the Volunteer Office.

HIPAA Regulations
Its a Private Matter: Sharp HealthCare protects customers confidentiality, privacy and modesty in all
situations. We are sensitive to the personal nature of health care, and we do everything we can to earn
the trust that others place in us. We strive to promote peace of mind and relieve anxiety.

What you see here, what you hear here


Must remain here, when you leave here
Definition of HIPAA
Health Insurance Portability and Accountability Act of 1996.The Privacy Standard under HIPAA governs
the use and disclosure of protected health information, and grants patients certain rights with respect to
the use and disclosure of their protected health information.
Definition of Privacy
A patients right to control the use and disclosure of health information about themselves.
Definition of Confidentiality
Confidentiality is the obligation to protect the privacy of health information for all patients, employees
and for organizational business purposes.
Your responsibilities include the following:
To protect the health information that identifies a patient, is created in the process of caring for
the patient, and kept, filed, used or shared in an oral, written or electronic format.
Only access information needed to do your job. You are not allowed to view or obtain
information about you, your co-workers, family, friends or other patients that youre not directly
assisting.
Protect patient information from unauthorized access, use or disclosure.
Maintain safeguards to protect patient information (i.e., keep doors closed to secure areas, obey
posted signs for restricted access to secure areas.)
Never discuss patient information in public areas such as hallways, cafeterias, or restrooms.
Never share your computer password with anyone, and dont log on to a computer for someone
else to use.
Be aware and question individuals who do not belong in your work area, or do not have
appropriate identification.
Never remove paper or items containing patient information from your work area or out of the
facility.
If you see anything or hear anything that you think may be a violation of someones privacy, seek
the help of a staff member!
Notice of Privacy Practices
Each patient will receive Sharp HealthCares Notice of Privacy Practices. This Notice informs patients of
ways we may use and disclose their protected health information, their rights regarding their health
information, and our legal responsibilities with respect to protected health information.

Disclosure of Information to the Public


Each facility maintains a directory of patients currently in the facility. This is either on our computer
system, or on a paper list. The registration staff must ask patients if they want their information listed in
the directory. This approval must be obtained prior to their name being included in the directory.
Directory information will include; patient name, location within the facility, condition in general terms
and religion (available only to clergy).
We may only release information if an individual inquiring about a patient asks for the patient by
name. If the individual provides the patient name; the location of the patient and the condition of the
patient may be provided. If a patient is identified as no publish, we are not allowed to provide any
information. Response for inquiries should be, We cannot confirm or deny the presence of the
individual in this facility. Media requests for information should be referred to the Marketing
department or a supervisor. Members of the media must be escorted while in the facility.
REMEMBER: Never disclose information about a patient unless you have had thorough training and it is
part of your responsibility to do so.
Health Information Access, Use & Disclosure
In general, access, use and disclosure of health information, requires some form of authorization from
the patient. In order to protect the privacy of our patients health information, access will be limited to:
Personnel providing care and treatment.
Providers whose name appears in the medical record.
Individuals requiring information for payment/billing activities.
Individuals participating in health care or facility operations.
Liability
The hospital will generally be liable for injuries inflicted by volunteers upon patients to the same extent
that the hospital is liable for injuries inflicted by employees or volunteers. The individual volunteer may
be held liable for negligent acts committed within the scope of the volunteer's authority. The key to the
prevention of patient injuries inflicted by volunteers is to ensure that volunteers do not accept any
assignment for which they have not been trained.
How HIPAA May Affect You:
Pharmacy volunteer is delivering medications. Be sure visitors cannot see the patients names
on the prescription bottles.
R & I Desk volunteers must keep the census list covered at all times. They may not show the list
to a visitor. Census list must be destroyed at the end of the shift.
Patient Companion discovers that a fellow volunteer has been admitted to the hospital.
You may not share this information with other volunteers unless the patient has expressly given
you permission to do so.
A Clown volunteer is rounding to patients. He may never inquire as to the diagnosis or facts of a
patient's case, never give the patient personal advice on how to get better, and never discuss
the cost of treatment with the patient or family.
(You will be asked to sign documentation that you understand and will comply with these obligations)

Obligations Regarding Confidentiality and Non-Disclosure


Its a Private Matter: Sharp HealthCare protects customers confidentiality, privacy and modesty in
all situations. We are sensitive to the personal nature of health care, and we do everything we can to
earn the trust that others place in us. We strive to promote peace of mind and relieve anxiety.

To E or not to E: Email Manners Using e-mail may save the sender time, but may not always
be the most appropriate or expedient way to communicate. Use discretion in sending, responding to
and forwarding e-mail. Remember that electronic messages can be subpoenaed and used as
evidence in legal proceedings.

Patient health and Sharp Organizational information is protected by law and by Sharp HealthCare
policies. The intent of these laws and policies is to assure that confidentiality of information is maintained
while used for business and clinical operations. In my job, I may see or hear confidential information in
any form (oral, written, electronic) regarding:
Patients and/or their family members (such as patient records, test results, conversations, financial
information)
Employees, physicians, volunteers and contractors (such as employment records, corrective action,
disciplinary action)
VOLUNTEERS SHALL AGREE TO AND ACKNOWLEDGE THE FOLLOWING:
I will protect the privacy of all business and medical information relating to our patients, members,
employees and health care providers.
I know that confidential information I learn on my job does not belong to me and I have no right or
ownership to it. Sharp HealthCare may take away my access to confidential information at any time.
I will not misuse confidential information and will only access information necessary to do my job. I will not
disclose any confidential information unless required to do so in the official capacity of my relationship,
employment or contract with Sharp HealthCare.
I will not share, change or destroy any confidential information unless it is part of my job to do so. If any of
these tasks are part of my job, I will follow the correct department procedure or the instructions of my
supervisor (such as shredding confidential paper). If a demand from an oversight agency, law enforcement
or government agency is made upon me from outside Sharp HealthCare to disclose confidential
information; I will document this by giving written notice to my supervisor.
I will only print information from a Sharp HealthCare information system when necessary for a legitimate
work related purpose. I am accountable for this information until it is properly filed or disposed of.
If I have access to electronic equipment and/or records, I will keep my computer password secret and I will
not share it with any unauthorized individual. I am responsible to protect my password or other access to
confidential information. I understand that my use of an electronic system may be periodically monitored
and audited to ensure compliance with this agreement.
I understand that I have an obligation to report to my supervisor and/or the Compliance Hotline if I think
someone is misusing confidential information or is using my password. I further understand that Sharp
HealthCare will not tolerate any retaliation against me for making a report.
On termination of my employment, I will return to Sharp HealthCare all copies of documents containing
Sharp HealthCares confidential information or data in my possession or control.
As a volunteer, I understand that failure to comply with this agreement may result in corrective action up
to, and including, termination of employment or other relationships with Sharp HealthCare. I understand
that I may also be subject to other remedies allowed by law. I understand that I must also comply with
any laws, regulations, and Sharp HealthCare policies, including the Commitment to Principles, Privacy,
Confidentiality and Security policies that address confidentiality. This agreement shall survive the
termination of my official relationship, employment or contract with Sharp HealthCare.
(You will be asked to sign documentation that you understand and will comply with these obligations)

Patient Rights

In accordance with Section 70707 of the California Administrative Code, the hospital and medical
staff have adopted the following list of patient rights, which shall be observed by all personnel.
1. Exercise these rights without regard to age, sex,
cultural, economic or educational background, race,
color, religion, ancestry, national origin, sexual
orientation, marital status or the source of payment for
his/her care.

discussion, consultation, examination and


treatment are confidential and should be conducted
discreetly. You have the right to be advised as to
the reason for the presence of any individual.

3. Know the name of the physician who has primary


responsibility for coordinating the care and the
names and professional relationships of other
physicians who will see you.

9. Expect confidential treatment of all


communications and records pertaining to your
care and stay in the facility. Your written
permission shall be obtained before medical
records are made available to anyone not directly
concerned with your care.

4. Receive information from your physician about the


nature of your illness, your course of treatment and
your prospects for recovery in terms that you can
understand.

10. Be advised if the hospital or physician proposes to


engage in or perform human experimentation
affecting your care or treatment. You have the right
to refuse to participate in such research projects.

5. Have an advance directive, such as a durable power


of attorney or living will. These documents express
your choices about your future care or name
someone to decide if you cannot speak for yourself.
Concerns about compliance with your advance
directive may be filed with the Department of
Health Services Licensing and Certification District
Office.

11. Leave the hospital, even against the advice your


physicians.

6. Receive as much information about any proposed


treatment or procedure as you may need in order
to give informed consent or to refuse this course of
treatment. Except in emergencies, this information
shall include a description of the procedure or
treatment, medically significant risks involved in this
treatment, alternate courses of treatment or nontreatment and the risks involved in each, and the
name of the person who will carry out the
procedure or treatment.

14. Be informed by our physician or a delegate of your


physician of your continuing healthcare
requirements following your discharge.

2. Receive considerate and respectful care.

7. Participate actively in decisions regarding your


medical care. To the extent permitted by law, this
includes the right to refuse treatment. If during
your visit you have any ethical concerns regarding
your care, please ask your nurse to assist you to
resolve your issues or to contact the Biomedical
Ethics Committee.
8. Expect privacy concerning your medical care. Case

12. Receive reasonable continuity of care and to know


in advance the time and location of appointment as
well as the physician providing the care.
13. Be told of realistic care alternatives when hospital
care is no longer appropriate.

15. Examine and receive an explanation of your bill,


regardless of source of payment.
16. Know which facility rules and policies apply to your
conduct as a patient.
17. Have all patient's rights apply to the person who
may have legal responsibility to make decisions
regarding medical care on your behalf
18. Designate visitors of your own choosing unless such
visitors endanger the health or safety of others or
significantly disrupt operations of the facility. If you
are unable to state your wishes regarding visitors,
any person living in the household will be granted
visiting privileges, within the parameters of facility
visitation policies and procedures.

If at any time you believe any of these hospital responsibilities have not been fulfilled or if you have
other concerns, you may contact the nurse in charge or the Office of Patient Relations.
Patient Relations at SCVMC is located on the main lobby floor across from the Admitting. X5858

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Primary Language
Viva la Difference: At Sharp HealthCare, we know that our differences, unique talents and
varied backgrounds come together to create a stronger whole.

While on duty, English must be used as the spoken language in patient care areas, corridors,
waiting rooms, offices or other work areas where conversations may be overheard by patients,
visitors, co-workers or others.
While off duty, on rest breaks or meal periods, and/or in employee lounges, cafeterias and other
non-work areas not listed above, any language may be spoken. Discretion should be used when
conversing in a language other than English in the presence of co-workers, visitors or others who
do not understand that language.
Exceptions to this policy may be granted by management when employees are asked to
interpret a language other than English, or when patient care or other company business may
be facilitated by the use of a language other than English.

Building Security
Think Safe, Be Safe: It is essential that we provide a hospitable, healing, healthy and safe
environment at Sharp HealthCare. We identify and report safety hazards promptly, and apply
remedies whenever needed.

Security Guards are on duty 24-hours a day. Their office is located in the lobby, but they
generally spend their days doing rounds throughout the facility and grounds.
If you work an evening shift, and would like an escort to your vehicle, call the PBX operator by
dialing 0 and ask them to call Security for an escort.
If you observe any questionable activity, please dial the PBX operator immediately, who will
page Security with your message.
Please do not bring valuables to the hospital and secure all personal belongings. Lockers are
available in the volunteer office for use during your shift. Please bring your own lock to be used
during your shift only.
Your name badge ID is a mandatory and essential part of your uniform. Everyone must wear
their name badge ID while on duty.

Safety
Think Safe, Be Safe: It is essential that we provide a hospitable, healing, healthy and safe
environment at Sharp HealthCare. We identify and report safety hazards promptly, and apply
remedies whenever needed.

A. General Safety
Sharp Chula Vista Medical Center is committed to providing a safe and healthy environment for
its patients, visitors, employees and volunteers. As a hospital volunteer, you are responsible for
your own safety as well as helping to assure the safety of those with whom you work. You must
be knowledgeable about hospital policies regarding fire and personal safety.
Mental attitude is a key component of personal safety. Give each job your full attention. Be alert
to potential hazards such as spills, broken equipment or frayed electrical cords. Report hazards
to the Volunteer Services staff or the hospital Safety Officer.
Dont be afraid to ask questions or to suggest ways to make your job safer. You have the right to
refuse any job you feel you are untrained to perform or that may put you at risk.
Use proper lifting procedures: knees bent, back straight. Divide the task into smaller, more
manageable loads, or ask for help. Use a cart whenever possible to transport loads.
B. Fire Safety
In the event of a fire in your area, follow the R.A.C.E. acronym:
R
Rescue any patients or visitors in immediate danger
A
Sound the Alarm by pulling the nearest fire box and then dialing
* * * to report a Code Red
C
Contain the fire by closing doors and windows
E
Employees only should try to Extinguish the fire, if it can be safely
accomplished. Volunteers should Evacuate the area
When a Code Red is called in any part of the hospital, help clear the hallways by moving
wheelchairs and gurneys into a nearby room. If visitors are standing in the hallway, ask them to
step into a patient room or waiting area.
Doors throughout the hospital are designed to contain a fire for designated periods of time. A
number of doors have magnetic latches that release and allow the door to close when there is a
fire nearby. Volunteers should help close doors to patient rooms and offices and reassure
visitors and patients in areas away from the fire that they are not in danger. It is not necessary,
for example, to evacuate the lobby when a Code Red is called on the Fourth Floor.
Do not use the elevators during a Code Red. Be familiar with evacuation routes and the alarm
box nearest your work area.

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C. Additional Codes
The volunteers primary role during a code is to stay out of the way, so that key staff can
respond quickly, and to reassure visitors and patients that they are not in danger. Volunteers
could see that visitors do not enter the unit, provide comfort and reassurance to waiting family
members and demonstrate an atmosphere of order.
Codes are paged overhead in the hospital. To report an incident, dial * * * and report the
appropriate code to the operator, including its exact location:

Code Red

Fire
Follow the procedures under Fire Safety above.

Code Blue

Cardiopulmonary arrest
Trained medical personnel will respond.
Leave the area if possible.

Code Green

Anyone causing a disturbance with potential for violence


Key employees will respond. Leave the area if possible.

Code Yellow

Anyone with a weapon or actual threat/attempt of violence


Leave the area immediately.

Code Purple

Infant abduction
Watch for suspicious activity.
If near an exit, go to the Purple Dot as an observer only.

Code Triage

Internal or external disaster


Key employees will respond.

D. Disasters
Disasters may be internal (such as a fire or power outage) or external (such as an earthquake or
civil disturbance.) The PBX operator will notify staff of the disaster by announcing Code Triage.
Messenger Aides volunteers should report to the Hospital Incident Command Systems labor
pool, located in the administration hallway adjacent to the lobby. All other volunteers should
continue their regular duties unless assigned elsewhere.
The Volunteer Services Manager will call the chairmen of ED and Messenger Aide or other
individual volunteers as needed to notify them of the need for additional volunteers. If
additional volunteers are called in, they should report in uniform, follow normal sign-in
procedures and report to the labor pool.

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Infection Control
Think Safe, Be Safe: It is essential that we provide a hospitable, healing, healthy and safe
environment at Sharp HealthCare. We identify and report safety hazards promptly, and apply
remedies whenever needed.

Sharp Chula Vista Medical Center has developed the following guidelines to prevent the spread
of infectious diseases and to ensure the health and safety of our patients and volunteers. These
guidelines are known as standard precautions. It is essential that you understand and follow
these standard precaution procedures. Standard precautions is a means of protecting
ourselves from blood and body fluids of every patient, through good hand washing, wearing
appropriate protection and avoiding contact with sharp objects.
A.

Health Clearances
Volunteers shall follow Employee Occupational Health Department (EOHD) policies
regarding annual tuberculosis testing.
Volunteers shall demonstrate immunity to measles and be cleared by Employee
Occupational Health office.
Volunteers shall follow EOHD policy on work restrictions when ill. Do not report to
work if you have any communicable disease such as conjunctivitis, fever, impetigo,
chicken pox, diarrhea with fever, draining lesions or productive cough.
Volunteers appointed to serve in Womens & Childrens Dept. and Emergency Dept.
shall follow EOHD policy for Hepatitis B and Varicella vaccinations.
Volunteers, other than those in Womens & Childrens Dept. and Emergency Dept.,
may not be assigned duties that have the potential for exposure to any blood or
body fluids. You will however, be asked to know the procedures for exposure to
blood or body fluids.
Volunteers will be offered Influenza vaccination annually.

B.

Hand Washing
Hand washing is performed:
at the beginning of the work shift
after handling soiled equipment
after handling patient belongings
before and after physical contact with a patient
after delivery of a specimen
after coughing or sneezing
after using toilet facilities
How to Wash your Hands:
Option 1: Wet hands, remove hands from water and apply soap. Scrub hands
thoroughly for at least 20 seconds. Pay special attention to areas between fingers
and under fingernails. Rinse and dry with a paper towel. With paper towel still in
hand, turn off the faucet. Dispose of paper towel.
Option 2: All patient work stations and bathrooms in the hospital are equipped
with waterless hand sanitizer. If you hands are not visibly soiled, this is an
appropriate method of hand cleansing.

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C. Contact Precautions
Contact or isolation precautions indicate to the volunteer that there is the potential of exposure
to a communicable disease such as: TB, measles, rubella, mumps, pertussis, scabies, zoster
(shingles), or any other number of resistant organisms.
Patient rooms with Contact Precautions are indicated by a green sign hanging on the doorway.
The sign reads Contact Precaution. Volunteers shall not enter such rooms. Keep an eye for
other signage and ask the nurse for further instructions. If your duties would normally require
that you enter a patient room, but the patient has a contact precaution sign, ask a nurse aide or
other staff to enter for you.
D. Latex Policy
In order to keep patients safe from potential allergic reactions to latex, latex products are
discouraged from use in the hospital. Visitors are discouraged from taking latex balloons to a
patients room. Mylar balloons are acceptable.
Patients identified as being latex sensitive will have neon orange arm band labeled 'latex
sensitive' placed on patient's wrist and an alert sign will be found above the patients bed
and/or outside of the patients door. Prior to entering a latex-sensitive patient's room, remove
latex-containing supplies and equipment from your body and wash hands thoroughly.
E. Protective Gloves
Gloves are found at all patient work areas and in patient rooms. All gloves are non-latex to
avoid complications for latex-sensitive patients. If using gloves in a patients room, remove and
dispose of them in the patients room before leaving. Wash you hand after removal. Do not
wear soiled gloves in public areas.
F.

Additional Precautions
Specimens collected in a container with a tight fitting lid must be placed in an
impervious closeable bag before being transported by a volunteer. Volunteers do
not need to wear gloves.
Volunteers shall not touch or walk through blood that is spilled in the environment.
Notify Environmental Services (X3553), or nursing personnel.
Do not eat or drink in areas that could be contaminated with body fluids.
Volunteers are not routinely placed in positions that carry exposure to blood borne
pathogens such as HIV or HBV, however exposure may occur through skin puncture
from needles, scalpel or contaminated broken glass; splashes to the eyes, nose or
mouth; or cuts or nicks to the skin. In case of accidental injury, follow the
procedures described below.

13

Additional Sharp Policies and Procedures


Think Safe, Be Safe: It is essential that we provide a hospitable, healing, healthy and safe
environment at Sharp HealthCare. We identify and report safety hazards promptly, and apply
remedies whenever needed.

Health-related Issues and Workers Compensation


If you become ill while on duty, go home immediately after notifying your supervisor.
If you are injured or become severely ill while on duty, notify the manager of your department
or the manager of Volunteer Services. Report to Employee Occupational Health during business
hours. If it is after business hours, you can report to the Emergency Department.
Injuries occurring while on duty are covered under Workers Compensation. Injuries must be
reported immediately to the Volunteer Service staff, your department manager or the Nursing
Supervisor. Paperwork must be completed even if the injury is not severe.

Elder Abuse Detection and Reporting


Elder Abuse can take on many forms; verbal, physical, sexual, mental, monetary, involuntary
seclusion and neglect. Under the law, those considered elders are 65 years of age or older.
Sharp employees and volunteers are mandated reporters. Anyone witnessing or hearing about
any allegation of abuse shall report the incident immediately to his/her supervisor or to the
involved employee's supervisor or to the Volunteer Services staff as appropriate.

Unlawful/Sexual Harassment Policy


Unlawful harassment is prohibited in any form, including sexual harassment, or harassment
based on, or related to: gender, race, color, ancestry, religion, national origin, disability, medical
condition, marital status or sexual orientation.
Incidents or suspected incidents must be reported to the Volunteer Services staff, Human
Resources or your department supervisor.
Management must report all incidents of unlawful/sexual harassment to Human Resources
immediately. Reported incidents of unlawful/sexual harassment will be promptly and
thoroughly investigated. Human Resources is responsible for investigating complaints and
reporting findings to the appropriate level of management. Information relating to a sexual
harassment complaint will be handled strictly on a need-to-know basis. No reprisals or
retaliation against persons complaining of sexual harassment will be taken or condoned.
Corrective action commensurate with the severity of the offense will be taken, which may
include discharge from volunteering, even for a first offense. The complainant will be notified
that appropriate action has been taken.

14

Smoking Policy
Tobacco use is prohibited for everyone employees, volunteers, medical staff, board
members, contract staff, vendors, consultants, patients, visitors and community members on
all Sharp properties including parking lots, structures and Sharp-owned vehicles. This policy will
not affect behavioral health patients being treated at Sharp.
Sharp is excited about taking this step in promoting healthier lifestyles and recognizes that this
change will be difficult for some. While Sharp is not asking people to quit smoking, employees
and volunteers will find an array of smoking cessation information available for those who wish
to do so.
For more information, call 1-800-82-SHARP (1-800-827-4277).

Alcohol and Substance Abuse


Use of alcohol or illicit drugs is strictly prohibited on hospital grounds. Reporting for volunteer
duty while under the influence of alcohol or drugs is not allowed and is cause for immediate
dismissal.

Complaint Procedure
All for One, One for All: Teamwork Sharp team members share a common purpose: to
serve our customers. We build each other up; we share our successes, failures, information
and ideas.

Volunteers who have a position-related issue, question, or complaint should first discuss it with
their immediate supervisor or the Volunteer Services staff. If the issue cannot be resolved at this
level, the Volunteer Services staff may contact the Human Resources Department. Volunteers
who observe, learn of, or, in good faith, suspect a violation of the Standards of Conduct of Sharp
HealthCare should immediately report the violation to the Volunteer Services staff.

15

Wheelchair Procedures
If your specific job description includes wheelchair use, you will receive additional
instruction as a part of your training. All volunteers should be familiar with procedures.
Assisting patient into wheelchair:
Always set brakes before placing a patient into the wheelchair.
Put the foot pedals in the up position.
Assist the patient into the wheelchair. If the patient is frail or very ill, request assistance
from a nurse.
After the patient is seated, put the foot pedals down and check to see that the patient is
comfortable. If leg or calf support is needed, be sure to provide support for the injured leg.
It may be necessary to cushion the leg with a pillow or other support.
If the patient is wearing a hospital gown, he or she should be covered with a lap blanket
before being transported.
Assisting patient out of wheelchair:
Set the brake on both sides.
Raise the foot pedals and place the patients feet on the ground.
Assist the patient in getting out of the wheelchair and into a chair or car. Place the
wheelchair facing the open car door. Hold the chair firmly, with the brakes on, and assist the
patient as he enters, reminding him not to bump his head on the roof of the car.
Pushing the wheelchair:
If you encounter an obstacle such as a ridge and the wheelchair does not move over it
easily, place your foot on the back extension rail and press down. This will elevate the front
wheels. Push forward and then let the front wheels down easily.
Back the wheelchair into an elevator whenever possible.
Back wheelchair down any slope whenever possible.
Never leave the patient in a wheelchair unattended.
Cleaning and Disinfecting the wheelchair:
After every use, a wheelchair must be disinfected.
Put on disposable gloves
Using Cavi-Wipes, wipe down the seat, chair back, handles and wheels.
Do not reuse blankets or pillows, they should be placed in dirty linen bins.
Additional procedures:
A volunteer should not attempt to push a wheelchair with a patient whose illness or body
weight poses a risk to the volunteers own safety. Request assistance from a transporter.
Volunteers may not transport patients connected to an IV or cardiac monitor.
If the patient should fall forward, place your thigh and body against the back of the chair.
Keep one hand on the handle of the chair; place your other arm across the patients chest
and draw the patient against the back of the chair.
If the patient begins to slide down in the chair, reach both hands over his shoulders. Place
your hands under the patients armpits, pulling him up and against the back of the chair.
If a patient faints, vomits, is dizzy or shows signs of physical or mental distress, return the
patient to the nurses station for evaluation and assistance. Volunteers may decline to
escort a patient if they feel uncertain of their ability to transport him safely.

16

INTRODUCTION TO SHARP CHULA VISTA AUXILIARY

Mission
The mission of the Auxiliary is to render service to the hospital and its patients; assist the
hospital in promoting the health and welfare of the community; conduct a fund-raising program
in accordance with the objectives established by the governing board of the hospital.
As a member of the Sharp Chula Vista Auxiliary, you have an opportunity to serve in many
valuable ways. All volunteer services fall into one of the three categories:
Inservice volunteers work in the hospital and in our Birch-Patrick Center to assist
patients, visitors and staff.
Many volunteers also assist with community service projects, such as health fairs, on
behalf of the hospital.
The Auxiliary sponsors fund-raising activities throughout the year, with all proceeds
donated to the hospital.

History
Community Hospital of Chula Vista was founded in 1944 as a private nursing home located on F
Street in downtown Chula Vista. It became an acute-care hospital the following year and moved
to its present location in 1975. With the completion of a major expansion program in 1992, the
hospital now has 326 licensed beds, including a full-service acute-care hospital, a transitionalcare unit, and a 100-bed skilled nursing facility at the adjacent Birch-Patrick Center. It is a fully
accredited nonprofit organization affiliated with the Sharp HealthCare system. The hospital
name was officially changed to Sharp Chula Vista Medical Center in April 1993.
The Auxiliary was founded in 1966 and now consists of more than 300 men, women and
students who work throughout the hospital and on projects on behalf of the hospital and its
patients. Over the years, volunteers have raised nearly $3.2 million for the hospital and annually
contribute approximately 40,000 hours of in-hospital service.

Organization
The Auxiliary is governed by a Board of Directors that meets once a month. Officers are elected
by the general membership in November and consist of: President, Executive Vice President,
Vice President for Community Service; Vice President for Fund Raising, Vice President for
Membership, Recording Secretary and Treasurer. Other members of the Board are the
Parliamentarian; Chairman of Gift Shop, Newsletter, Nominating Committee, Planning
Committee and Thrift Shop.
The hospital CEO and Manager of Volunteer Services are ex officio members of the Board. The
Manager of Volunteer Services is employed by the hospital to oversee the volunteer program, to
act as a liaison to hospital departments in developing and staffing new volunteer services, and
to coordinate and assist with Auxiliary functions.

17

AUXILIARY AND VOLUNTEER POLICIES AND PROCEDURES

Requirements for Volunteers


As a volunteer at Sharp Chula Vista Medical Center, I agree to the following:
1.

I shall hold as absolutely confidential all information that I may obtain directly or indirectly
concerning patients, physicians or hospital personnel.

2.

My services are voluntarily donated to the hospital without expectation of compensation or


future employment.

3.

I understand that it is a violation of hospital policy to solicit business or act as an agent for any
outside business or to solicit business from patients and/or staff. I understand that violation of
this policy may result in my termination as a volunteer.

4.

I shall not sell or attempt to sell goods or services, request contributions or solicit persons to sign
or distribute political materials on hospital premises, unless I receive prior authorization from the
Manager of Volunteer Services to engage in these activities.

5.

I shall submit to health examinations, which may include TB skin tests, chest X-rays, and/or
immunizations that may be necessary as a part of my volunteer service.

6.

I authorize Sharp Chula Vista Medical Center to photograph me and to use such photographs for
educational, public relations, charitable and other such purposes it may deem appropriate.

7.

I shall make my best effort to fulfill my commitment to Sharp Chula Vista Medical Center by
completing all assignments that I accept.

8.

I shall be punctual and conscientious, conduct myself with dignity and courtesy and endeavor to
make my work professional in quality.

9.

a) As a senior volunteer, I agree to commit to at least one year of service and work a minimum
of 50 hours per year as an active volunteer. I understand that my commitment is automatically
extended beyond the stated minimum requirement, unless termination is requested.

9.

b) As a junior/student volunteer, I agree to commit to at least six months of service and work a
minimum of 50 hours within those six month. Volunteer Services may invite me to extend my
service beyond six months based on performance, attendance and need, and that I have the
option to accept or decline such an invitation at that time.

10. I understand that the Volunteer Services Department reserves the right to terminate my
volunteer status as a result of:
a. Failure to comply with hospital policy, rules and regulations;
b. Four (4) absences without prior notification;
c. Unsatisfactory attitude, work or appearance;
d. Any other circumstances that, in the opinion of the Volunteer Services staff, would
make my continued service as a volunteer contrary to the best interests of the hospital.
11. I agree to inform the Manager of Volunteers when I decide to resign my volunteer position and
agree to an exit survey. I also agree to hand in my ID badge upon resignation.
(You will be asked to sign documentation that you understand and will comply with this Agreement)

18

Auxiliary Membership and Dues


All volunteers are required to join the Sharp Chula Vista Auxiliary. Initial dues and annual
donations underwrite Auxiliary operating costs and special volunteer activities.
Initial membership dues are to be paid at New Volunteer Orientation.
There are four types of membership:
Active: Active members (a.k.a. senior volunteers) are required to contribute a minimum
of 50 hours of service each year. This may be fulfilled by in-hospital service and/or
participation in community and fund-raising activities. Initial dues are $20.00. No further
dues if annual service hours are at or above 50.
Associate: Associate members have no requirement for minimum hours of service, but
may participate as actively as they choose. Dues are $20.00 per year.
Life: Life members make a special contribution to the Auxiliary and hospital by becoming
permanent members of the Auxiliary. Their names are engraved on a plaque in the
Volunteer Office. There is no minimum hours-of-service requirement; one-time dues are
$150.00.

Students and Juniors: Dues are waived for college students (a.k.a. student volunteers)
and high school students (a.k.a. junior volunteers).
Special Groups: Mended Hearts, Spiritual Care Volunteers, Entertainment Volunteers.
Dues are waived but full Auxiliary membership is encouraged.

Uniforms
Look Sharp, Be Sharp: Appearance Speaks, When we dress, groom and maintain our
workplace with care, we show respect for our customers and give them confidence in our
ability to care for them.

All in-service volunteers are required to wear a uniform and ID badge while on duty. Uniform
tops are sold for $20.00 in the Volunteer Office. ID badges are processed through the Volunteer
Office.
For women, the uniform consists of a uniform top (long or short sleeve scrub shirt or
polo shirt) worn with a white shirt, white slacks (no leggings/jeggings) or skirt, and white
closed, soft-soled shoes. Stockings are to be neat and of a light or neutral shade. Skirts
should be no shorter than knee length.
Male volunteers wear white slacks, uniform top (long or short sleeve scrub shirt or polo
shirt) worn with a white shirt, white socks and white closed soft-soled shoes.
Hair should be neat and clean.
Excessive makeup, perfume and large jewelry are not allowed. No facial piercings.
Tattoos are acceptable if they are not offensive in content.
Hands are to be clean, with nails neatly manicured. No acrylic nails for those in patient
contact areas.
Uniforms are to be neat, clean and completely buttoned.
Shoes are to be clean and polished.
All volunteers must wear a hospital ID badge, which is provided by the hospital.

19

Hours and Timekeeping


Volunteers working in the hospital must sign in and out in the Volunteer Office at the beginning
and end of each shift. This allows us to contact you in an emergency and to keep a record of
who is working in each department. Signing in also ensures that you are covered by the
hospitals Workers Compensation insurance while on duty. You will need to provide the last
four digits of your social security number to use as your identification number.
If you are doing work outside the hospital as part of your volunteering, you are responsible for
tracking your own hours worked outside the hospital. These hours should be recorded on an
Outservice Hours Card and returned to the Volunteer Office at the end of each month.
Volunteers assigned as Birch-Patrick Aides, certain Spiritual Care Volunteers have special sign-in
and sign-out procedures. Consult your trainer or the Volunteer Services staff for special
instructions.
Service Hours letters may be obtained upon request in the Volunteer office. Verification of
hours and service hours letters may be requested only after the minimum requirements for
volunteering have been completed50 hours AND six months of service. The Volunteer
Services staff reserve the right to deny verification of hours if minimum requirements are not
met. Please allow at least three business days to process your request.

General Meetings
All senior volunteers are requested to attend General Meetings are held on the third Thursday
of every odd month (January, March, May, July, September, and November) in the Nellie
Barrington Room of the hospital. These meetings are an excellent opportunity to meet fellow
volunteers, participate in Auxiliary planning and keep up to date on any changes.
Reservations are required (please sign-up in the volunteer office). The agenda includes a
business meeting, followed by a guest speaker or special program and a luncheon prepared by
the hospitals Chef.

Benefits, Awards and Recognition

20

A. Benefits
The rewards of volunteering are often personal and intangible. In appreciation of your service,
the hospital and Auxiliary offer you the following benefits (Sharp ID is required for discounts and
purchases):
Initial and annual TB testing free of charge
Reduced rates on meals in the hospital cafeteria
Free fountain drinks (coffee, tea, soda, juice and water) from the cafeteria
Your ID badge gives you access to the volunteers priority parking lot which is gated
from 6:30am to 2:30pm
Volunteers receive a 15 % discount on most purchases in the hospital Gift Shop
(excluding flowers, magazines, books, greeting cards, candy and sale items)
Volunteers receive a 10 % discount on purchases over $1.00 in the Backdoor
Bargains Thrift Store
Free candy bar from the Gift Shop on your birthday
Sees Candy discount at Rosecrans St. store
Discounts on prescription and over-the-counter medications purchased through the
hospital outpatient pharmacy
Take advantage of the hospitals discount ticket program for theater tickets,
amusement parks, etc. See or call the PBX operator for details
Receive our monthly newsletter The Communicator (seniors only)
Attend Auxiliary activities such as our bimonthly luncheon meetings, annual
recognition ceremony and meetings of the San Diego-Imperial County Council of
Hospital Volunteers
Inclusion in the hospitals social, training and educational functions
Skills development and work experience
Access to the campus library
Eligibility in hospital credit union
Educational scholarships
Social networking and inclusion in hospital social functions
Award pins are given for total hours of service, starting at 100 hours
B. Tax Benefits
Volunteers are also eligible for tax benefits. Volunteer is responsible for submitting appropriate
tax information. Hours report can be requested in the Volunteer Services office. Please allow at
least three days to process your hours report. Potential tax benefits include:
Automobile mileage
Bus and taxi transportation expense
Parking & tolls
Special uniforms and cleaning
Telephone bills

Limitations and Extent of Duties for Volunteers

Cost of overnight meals and lodging


if on hospital-related business
Tickets for charity benefits
Cash and in-kind donations

21

All for One, One for All: Teamwork Sharp team members share a common purpose: to serve our
customers. We build each other up; we share our successes, failures, information and ideas.

Volunteers are to perform the duties outlined in your position description. If you are unable to
perform any duties outlined in the position description, a new placement may be necessary.
Discuss your options with the Volunteer Services staff.
Volunteers reserve the right to refuse a duty that they are not comfortable performing. You
may request more training or simply state that you are not comfortable taking on that duty.

Volunteers May:
(with appropriate training and supervision)
Transport patients by wheelchair including
outside the facility
Discharge stable patients
Escort patients and visitors to their
destinations within the hospital and on the
hospital campus
Provide personal services to patients such as
visiting, writing letters, applying make-up
and nail polish
Cuddle, dress, change diapers, and feed
infants
Transport prescriptions and selected
medications
Check in patients valuables with an
employee as the co-signer

Transport patient with an IV unless


accompanied by staff member trained in IV
management
Transport patient with a cardiac monitor
Strip gurneys or beds
Turn patient without staff assistance
Offer massage to patients
Give medications to patients
Transport narcotics or chemotherapy
Handle and/or discharge unstable patients
Drive patients automobile
Retrieve anything from a patients purse or
wallet
Sign as a witness for patients Advanced
Directives, will, or other documents
Give medical or personal advice

Deliver specimens to lab including whole


blood products and spinal fluids

Disclose any patient information to anyone


other than those with a need to know

Make up beds and gurneys


Work in the sterile area of the hospital

Return to volunteering after a serious illness


or hospitalization without written release
from their physician

Return used equipment for processing

Accept personal gratuities

Assist professional staff with clerical duties


including making up and breaking down
charts and filing reports

Sell products or solicit for donations not


approved by Sharp HealthCare

Access patient charts and computer records


as required to perform duties
Assist in non-clinical language translation
Volunteers May Not:

22

Training and Evaluation


Get Smart: Increasing Skills and Competence Professional development demonstrates a
desire to continually enhance the delivery of health care. We encourage innovation and
constant improvement in efficiency and effectiveness.

All in-service volunteers complete orientation training before being assigned to a


specific area or department.
New volunteers will complete training in their assigned area under the guidance of an
experienced volunteer or a hospital employee. For inservice departments, the training sheet
must be returned to the Volunteer Office to be included in the new volunteers file. This sheet
will include an evaluation of the volunteers ability to perform the job for which he is being
assigned.
Additional periodic updates and trainings are provided as deemed necessary for specific
positions. These may be provided through an in-service update, bulletin board notices,
handouts and other methods deemed appropriate by the in-service chairman, Vice President for
In-service or Volunteer Services staff.
All in-service volunteers will complete an annual retraining and evaluation in infection control
and safety. This will include handouts and written tests, which are then filed in the volunteers
personnel file.
In-service volunteers will complete an annual competency testing in order to continue their
hospital service. Testing will include: general safety, fire safety, infection control and disaster
procedures. Volunteers may also be tested on specific procedures required for their in-service
job. Additional information and copies of the competencies for each job are included in the
Volunteer Departments Competency Plan.

Schedule and Position Assignment


Your schedule and volunteer position will be determined based upon availability and need.
Every effort is made to place you in your desired area, but the Volunteer Services staff reserve
the right to place you in a high priority position. You reserve the right to accept or decline that
position with the understanding that if mutual agreement cannot be met, termination may be
deemed necessary.
Most volunteers work one to two shifts per week in one service area. Changes in schedule are
understandable within reason. Please discuss your schedule and placement options with the
chairperson of the position and the Coordinator of Volunteer Services. A current schedule of all
position schedules is posted in the volunteer office.
Although every attempt is made to match volunteers with the appropriate service, we recognize
that not every job is a perfect fit for every volunteer. Because of the time and effort involved in
training, we ask that volunteers remain in their initial assignment for a minimum of three
months (six months for juniors/students). After that time, you may request a transfer or ask to
be trained in a second service area. For concerns regarding schedule changes and position
reassignment, contact the Coordinator of Volunteer Services.

23

Absence and Tardiness


All for One, One for All: Teamwork Sharp team members share a common purpose: to serve our
customers. We build each other up; we share our successes, failures, information and ideas.

From time to time, it may be necessary for a volunteer to be late or absent from work.
Emergencies, illnesses, or pressing personal business that cannot be scheduled outside
work hours may arise. It is the responsibility of all volunteers to contact all affected parties if
they will be absent or late. Please call the department supervisor, position chairperson and/or
the Volunteer Services staff.
Four unexcused absences will be considered voluntary resignation and you will be marked as an
inactive volunteer. You will be expected to turn in your ID badge and complete an exit survey.
See Termination/Resignation and Exit Survey section below.
A leave of absence may be deemed necessary for personal or health reasons. The volunteer
should inform the Volunteer Services staff of the anticipated length of his/her absence. A
volunteer who desires to return to his or her same position and shift must make arrangements
for a substitute to fill that shift during the leave of absence. If the volunteer does not make such
arrangements, the position and shift may be filled permanently at the discretion of the
Volunteer Services staff.
At the end of the leave of absence, the volunteer must notify the Volunteer Services
department of his or her planned date of return. All health and safety requirements must be
brought up to date, and the volunteer may be required to complete additional retraining, at the
discretion of the chairman or the Volunteer Services staff.
Certain positions require finding a substitute replacement for your shift. You will be given
special instruction and a list of available volunteers during your position training.

Break Periods
By law volunteers who work at least four hours are entitled to a 10-minute break. If you are in
an area that must be covered at all times, please coordinate breaks with your supervisor or with
other volunteers in the same area. Volunteers may also take a lunch break at the end or
beginning of their shift. Breaks must be taken in designated break areas; the cafeteria, outside,
break rooms on the 1st floor or in the Volunteer Office provided that there is not a meeting in
session. Food and drinks are not permitted in work areas. While on duty, volunteers are
allowed one free fountain drink, coffee or water from the cafeteria.

Parking
The volunteer parking lot is located in the rear of the hospital. The gated lot is accessible by
using your ID Badge. Wave your ID Badge in front of the sensor to make the gate rise. The
volunteer lot is gated from 6:30am to 2:30pm weekdays. If the volunteer lot is full, please use
any unmarked space in the back of the hospital, near building 765. Refrain from parking in the
front of the hospital or in the parking structure as these spaces are reserved for visitors and
patients.

24

Change of Personal Data


The Volunteer Services department, in conjunction with the Auxiliary, maintains accurate
records of volunteers personal data. If there is a change in your personal data (i.e. you have a
new address, phone number or e-mail address) it is your responsibility to keep us notified.
An Auxiliary Roster is compiled and distributed to each Auxiliary member at the March General
Meeting. All active adult members of the Auxiliary are included in the roster unless they request
to be excluded.

Termination/Resignation and Exit Survey


Volunteers may be terminated for failure to comply with the policies and procedures of Sharp
Chula Vista Medical Center or the Volunteer Services department. Specific behaviors that may
lead to termination include, but are not limited to; four or more unexcused absences or
excessive absences; disorderly conduct; on the job alcohol or drug use or reporting to work
under the influence of drugs or alcohol; willful destruction of hospital property; intentional
breach of patient confidentiality.
A volunteer who is unable to perform his assigned duties may be asked to transfer to another
area or to leave the volunteer program. Determination of the volunteers ability to perform will
be based on any of the following; annual competency testing or evaluation; oral or written
reports from hospital employees or volunteer chairs in the individuals assigned area;
observation by the Volunteer Services staff or Department Manager.
A volunteer who has failed to abide by hospital policies and procedures may be counseled or
immediately terminated, depending upon the severity of the offense.
A volunteer who is unable to perform his assigned job may receive additional training or may be
assigned to another job within his capabilities.
A volunteer who would not benefit from either additional training or reassignment may be
terminated from the program at the discretion of the Volunteer Services staff.
All volunteers are asked to complete an Exit Survey to assess their volunteer experience upon
termination of service.

Return of Hospital and Auxiliary Property and ID Badge


Volunteers are required to turn in their ID Badge upon termination of their volunteer service.
Badges may be turned in to Volunteer Services or Security offices.
Any Sharp or Auxiliary property must be returned upon termination of volunteer service. Gifts
and uniforms are yours to keep.

25

Holiday Policy
Sharp recognizes the following six holidays. Depending on the calendar year, these holidays
may be observed on the actual day, or the day after. Some positions require volunteers to work
on these holidays, while other positions will follow the holiday closure guidelines. Check with
your immediate supervisor, the chairperson of your position or the Volunteer Services staff
regarding your position.
New Years Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day

Important Phone Numbers

Backdoor Bargains Thrift Shop

(619) 502-4070

Employee and Occupational Health

(619) 656-3003

Gift Shop

(619) 502-5909

Gift Shop Coordinator

(619) 502-4021

Hospital Switchboard

(619) 502-5800

Reception and Information Desk

(619) 502-3601

Sharp Shuttle

(619) 855-1042

Volunteer Services, Coordinator

(619) 502-6606

Volunteer Services, Manager

(619) 502-3606

26

Hospital Department Abbreviations


3E
3W
4E
4N
4S
4W
5E
5W
ACR
Birch
BMSP
BR
Dietary
EOHD
ER, ED
EVS
FANS
Cath lab
CCU
HIM
HR
Imaging Ctr
IMCU
Med Rec
MICU
MOB
NBR
NICU
OB
OB overflow
OPS
PACU
PAES
PAS
PBX
PFS
OR
OT
POM
PT
Purchasing
Radiation
SCMG
SICU
SNF
SRS
Supply Chain

3 East, a telemetry unit on the third floor (see also IMCU)


3 West, an obstetric (maternity) unit on the third floor
4 East, a medical oncology unit on the fourth floor
4 North, technically a portion of 4 East on the fourth floor
4 South, a medical surgical unit on the fourth floor,
Postpartum maternity annex
5 East, a telemetry unit on the fifth floor (see also IMCU)
5 West, an intensive care unit (aka MICU)
Administrative Conference Room
Birch-Patrick Convalescent Center (sometimes written as B-P)
Bloodless Medicine and Surgery Program
Administrative Board Room
commonly misused to refer to Food and Nutrition Services (FANS)
Employee and Occupational Health Department
Emergency Room, Emergency Department
Environmental Services (aka Housekeeping)
Food and Nutrition Services
Cardiac catheterization laboratory
Cardiac Care Unit
Health Information Management (aka Medical Records)
Human Resources
Outpatient Imaging Center, located in building 765 behind hospital
Intermediate Care Unit, can refer to 3 West or 5 East
Medical Records (see also HIM)
Medical Intensive Care Unit (aka ICU, 5 West or 5W)
Medical Office Building 765 (Surgery Center)
Nellie Barrington Room
Neonatal Intensive Care Unit
Obstetrics/Maternity (aka 3 West)
beds used on 4 South when the OB unit (3 West) is full
Outpatient Surgery
Post-Anesthesia Care Unit (Recovery Room, pronounced PACK-yew)
Pre-Anesthesia Evaluation Services (pronounced PAZE)
Patient Access Services (aka Admitting, Billing)
Switchboard Operator
Patient Financial Services (aka Admitting, Billing)
Operating Room
Occupational Therapy
Plant Operations Management (aka Maintenance, Engineering)
Physical Therapy
Materials (Materiel) Management Department
ambiguous reference to either Radiology or Radiation Oncology
Sharp Community Medical Group
Surgical Intensive Care Unit
Skilled Nursing Facility (pronounced SNIFF; aka Birch-Patrick))
Sharp Rees-Stealy Medical Group
Central Supply, Materiel Management

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Commonly Used Terms and Abbreviations


Acute
Short or severe illness
Ambulatory Able to walk about; not confined to bed
Ancillary
Supplementary professional services (laboratory, X-ray, etc.)
Angio
Angiography, usually refers to Interventional Radiology
BP
Blood pressure
CAHHS
California Association of Hospitals and Health Services
Cardiac
Pertaining to the heart
Cath
Cardiac Catheterization
Census
the number or list of inpatients
Chronic
Of long duration or frequent occurrence
CNA
Certified Nurse Assistant
Convalesce To recuperate
CP
Contact Precaution (usually posted outside an inpatients door)
CQI, QA
Continuous Quality Improvement, Quality Assurance
CT
Computerized Tomography (aka CAT scan)
DVS
Director of Volunteer Services (aka Manager of Volunteer Services)
dx
Diagnosis
Echo
Echocardiogram (ultrasound study of the heart)
EEG
Electroencephalogram (measures brain activity)
EKG
Electrocardiogram (measures heart rhythms)
Eloped
Leaving the hospital without telling anyone; refers to a patient
Endo
Endoscopy
Geriatric
Pertaining to the care of the aged
GI
Gastrointestinal, pertaining to the stomach or intestines
Gurney
Stretcher on wheels used for transporting patients
hx
History
Imaging
Diagnosis involving x-ray equipment
IV
Intravenous
JC or JCAHO Joint Commission on the Accreditation of Healthcare Organizations
LVN
Licensed Vocational Nurse
Medical Staff Physicians qualified to admit patients
MRI
Magnetic Resonance Imaging
NP
No Publish (no information regarding patient may be given)
NPO
Nothing by Mouth (usually posted outside an inpatients door)
Nuc Med
Nuclear Medicine (pronounced NEWK med)
NV
No Visitors (usually posted outside an inpatients door)
Oncology
A branch of medicine that concerns cancer
OP
Outpatient
Pathology Study of tissues and organs of the body, a laboratory service
Post Partum After birth, often refers to inpatient rooms on 3 West and 4 West
Pt
Patient (also written as pt)
Radiology
Diagnosis using imaging equipment
RN
Registered Nurse
Rx
Therapy
Stat
Immediately
tx
Treatment
Vital Signs Temperature, pulse, respiration, blood pressure, pain level

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You Are Sharp Chula Vista Medical Center

You are what people see when they arrive here.


Yours are the eyes they look into when theyre frightened and lonely.
Yours are the voices people hear when they ride the elevators
and when they try to sleep and when they try to forget their problems.
You are what they hear on their way to appointments
that could affect their destinies,
and what they hear after they leave those appointments.
Yours are the comments people hear when you think they cant.
Yours is the intelligence and caring that people hope theyll find here.
If youre noisy, so is the medical center. If youre rude, so is the medical center.
And if youre wonderful so is the medical center.
No visitors, no patients can ever know the real you,
the you that you know is there unless you let them see it.
All they can know is what they see and hear and experience.
And so we have a stake in your attitude
and in the collective attitudes of everyone
who works and volunteers at Sharp Chula Vista Medical Center.
We are judged by your performance.
It is judged by the care you give,
the attention you pay and
the courtesies you extend.
Thank you for all you are doing.
Developed from: "You are this Medical Center," Albert Einstein Healthcare
Foundation, Philadelphia, PA 1994; Service Quality Improvement: The Customer
Satisfaction Strategy for Health Care
By Wendy Leebov, Ed.D. and Gail Scott, M.A.

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ACKNOWLEDGMENT AND DOCUMENTATION


Check the documents below to which this documentation applies.
Volunteer Handbook
I acknowledge that I have received a copy of the Sharp Chula Vista Auxiliary Volunteer
Handbook, and I do commit to read and follow these policies. I am aware that if, at any
time, I have questions regarding policies or procedures I should direct them to my supervisor
or the Volunteer Services staff.
I know that Sharp Healthcare policies and other related documents do not form a
contract of employment and are not a guarantee by Sharp Healthcare of the conditions and
benefits that are described within them. Nevertheless, the provisions of such Sharp
Healthcare policies are incorporated into the acknowledgment, and I agree that I shall abide
by its provisions.
I also am aware that Sharp Healthcare and Sharp Chula Vista Auxiliary, at any time, may
on reasonable notice, change, add to, or delete from the provisions of the policies.
HIPAA Volunteer Training Document
I acknowledge that I have received, read and understand the HIPAA Volunteer Training
Document, and that I am responsible for knowing and adhering to the standards listed on
said document. Throughout the remainder of my association with Sharp HealthCare and the
Sharp Chula Vista Auxiliary, I agree to comply with the standards listed. I understand that
these standards may be amended, modified, or clarified at any time, and that I will receive
any updates that may occur.
Confidentiality and Non-Disclosure Agreement
I have read and understand the Confidentiality and Non-Disclosure Agreement. I have
had my questions fully addressed and have received a copy. I agree to comply with this
agreement.
Requirements for Volunteers
I have read and understand the Sharp Chula Vista Medical Centers Requirements for
Volunteers. I have received a copy, had my questions fully addressed and agree to comply
with all requirements. I understand that any failure to comply with these requirements may
be grounds for dismissal from my volunteer duties.

Volunteers Signature

Print Name

Date

Parental/Guardian Consent: Required for all volunteers under age 18


As parent/guardian of the child mentioned above, I acknowledge that I have read, with my child, the
documents checked above. My child fully understands the documents and agrees to comply with all
policies and requirements.

Parent/Guardians Signature

Print Name

Date

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