Healthcare Volunteer Training
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Questions and Answers

List the primary volunteer responsibilities:

Communicating with staff to assist with patient needs, provide support and companionship for patients, communicating patient's questions to staff, connect patients and families to resources.

List the order of empathetic communication.

Heart-head-heart

List the three A's in service recovery.

Acknowledge, apologize, amend

What is the name for those areas where a patient is admitted to a room and a bed?

<p>Inpatient units</p> Signup and view all the answers

What does PHI stand for?

<p>Protected health information</p> Signup and view all the answers

What is the HIPAA privacy rule?

<p>Requires that healthcare providers limit the amount of PHI that they disclose</p> Signup and view all the answers

What does HIPAA stand for?

<p>Health Insurance Portability and Accountability Act</p> Signup and view all the answers

Even if you know the person who is in an inpatient unit, can you tell others who he or she is?

<p>False</p> Signup and view all the answers

If the Joint Commission pays a visit and asks you a question you don't know the answer to, what should you reply?

<p>I don't know the answer, but I can access that information in the volunteer office or from my department supervisor.</p> Signup and view all the answers

What does the SDS stand for?

<p>Safety data sheets</p> Signup and view all the answers

What is the purpose of SDS?

<p>Provides information about chemicals, how to use/store/handle spills/exposures.</p> Signup and view all the answers

What does RACE stand for?

<p>Rescue, Alarm, Confine, Extinguish OR Evacuate</p> Signup and view all the answers

When you see a fire, the first thing that you do should be...

<p>Shout 'code red' to warn others, activate the fire alarm pull station, dial 911, say 'code red' and say location three times.</p> Signup and view all the answers

What does PASS stand for?

<p>Pull pin, Aim nozzle at base of fire, Squeeze handle, Sweep side-to-side</p> Signup and view all the answers

What is Code Pink?

<p>An infant or child under 18 is missing or abducted</p> Signup and view all the answers

What is Code Gray?

<p>A patient from the psychiatric unit has gone missing</p> Signup and view all the answers

What is Code Freeze?

<p>Hostile person with a weapon</p> Signup and view all the answers

What must I do during Code Pink?

<p>Search work unit, listen to any overhead announcements.</p> Signup and view all the answers

What must I do during Code Gray?

<p>Search work unit, listen to any overhead announcements.</p> Signup and view all the answers

What must I do during Code Freeze?

<p>Take immediate shelter, safeguard patients and remain quiet, listen to any overhead announcements.</p> Signup and view all the answers

When must I use the hand sanitizer?

<p>Before and after seeing patients (before meaning after putting on gloves, and after meaning after taking off gloves).</p> Signup and view all the answers

When must I wash my hands?

<p>After eating, after using the bathroom, before starting shift.</p> Signup and view all the answers

Each kind of isolation signage may require different _______ before entering the inpatient unit.

<p>personal protective equipment (PPE)</p> Signup and view all the answers

What are the five kinds of isolation?

<p>Contact, Special Plus Contact, Droplet, Airborne, Varicella.</p> Signup and view all the answers

What are the diseases associated with varicella?

<p>Chicken pox and shingles</p> Signup and view all the answers

What are some examples of Contact Isolation?

<p>Multi-drug resistant organisms (MDROs)</p> Signup and view all the answers

What are the symptoms associated with C. difficile?

<p>Diarrhea</p> Signup and view all the answers

Can volunteers enter Special Plus Contact Isolated rooms?

<p>False</p> Signup and view all the answers

What is a disease associated with Droplet Isolation?

<p>Influenza</p> Signup and view all the answers

How are droplet infections spread?

<p>Coughing or sneezing</p> Signup and view all the answers

Can volunteers enter Airborne Isolated rooms?

<p>False</p> Signup and view all the answers

What are some diseases associated with Airborne isolation?

<p>Tuberculosis, measles</p> Signup and view all the answers

Can volunteers enter Varicella Isolated rooms?

<p>False</p> Signup and view all the answers

What is the role of the nursing manager?

<p>To lead the unit and the nursing team.</p> Signup and view all the answers

What is the role of a registered nurse?

<p>Follows plan of care as directed by the medical team.</p> Signup and view all the answers

What is the role of a nursing aide/nurse's assistant?

<p>Assists patients with personal care (bathing, toileting, etc.).</p> Signup and view all the answers

What is the role of a unit clerk?

<p>Answers call bells and phones; assists with administrative duties.</p> Signup and view all the answers

Other than being a companion or providing support, with what else can you help a patient?

<p>Meals (must be trained and separately for feeding), grooming, organizing, mobility.</p> Signup and view all the answers

When entering an inpatient unit, you must check for...

<p>Patient name and medical room number.</p> Signup and view all the answers

What are some ways that minimize trips and falls?

<p>Picking up trash on the floor and keeping units clean.</p> Signup and view all the answers

Study Notes

Volunteer Responsibilities

  • Communicate with staff to assist patients
  • Provide support and companionship to patients
  • Relay patients' questions to staff
  • Connect patients and families with necessary resources

Empathetic Communication

  • Order of communication is heart-head-heart

Service Recovery

  • Three A's: acknowledge, apologize, amend

Patient Admission Areas

  • Known as inpatient units

Protected Health Information

  • Abbreviated as PHI

HIPAA Privacy Rule

  • Healthcare providers must limit PHI disclosures

HIPAA

  • Stands for Health Insurance Portability and Accountability Act

Confidentiality Protocol

  • Cannot disclose identities of patients in inpatient units, even if known personally

Joint Commission Interaction

  • If unsure of an answer, reply with, "I don't know, but I can access that information."

Safety Data Sheets

  • Abbreviated as SDS
  • Provides critical information about handling chemicals, including spills and exposures

RACE Protocol

  • Rescue, Alarm, Confine, Extinguish or Evacuate

Fire Response

  • In case of fire, shout "code red," activate the alarm, call 911, and repeat location thrice

PASS Technique

  • Pull pin, Aim at the base, Squeeze handle, Sweep side-to-side

Emergency Codes

  • Code Pink: Missing or abducted child under 18
  • Code Gray: Missing patient from psychiatric unit
  • Code Freeze: Presence of a hostile person with a weapon

Emergency Procedures

  • Code Pink & Gray: Search your work unit and listen for announcements
  • Code Freeze: Seek shelter, safeguard patients, stay quiet, and listen for announcements

Hand Hygiene

  • Hand sanitizer is to be used before and after patient interactions
  • Handwashing necessary after eating, after using the bathroom, and before starting shift

Isolation Signage

  • May require different personal protective equipment (PPE) before entering

Types of Isolation

  • Acronym: C.S.DAV
  • Types include Contact, Special Plus Contact, Droplet, Airborne, and Varicella
  • Chickenpox and shingles

Contact Isolation Examples

  • Multi-drug resistant organisms (MDROs)

Symptoms of C. difficile

  • Diarrhea

Access Restrictions

  • Volunteers cannot enter Special Plus Contact, Airborne, or Varicella isolated rooms
  • Includes influenza, spread by coughing and sneezing

Nursing Roles

  • Nursing Manager: Leads unit and nursing team
  • Registered Nurse: Implements care plan as per medical team
  • Nurse's Assistant: Aids in personal care including bathing and toileting
  • Unit Clerk: Manages call bells and phones, and assists with administrative duties

Patient Assistance

  • Help with meals (after training), grooming, organizing, and mobility

Inpatient Unit Protocol

  • Always check for correct patient name and room number upon entry

Fall Prevention

  • Maintain cleanliness by picking up trash and keeping units tidy to minimize trips and falls

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Description

This quiz covers essential topics related to the responsibilities of healthcare volunteers, including empathetic communication, service recovery techniques, and understanding HIPAA regulations. Test your knowledge of patient care protocols and confidentiality standards to enhance your role in supporting patients and staff.

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