Volunteer Orientation

1. Volunteer Orientation Oakwood Healthcare System

2. Volunteer Orientation Outline • About the Oakwood Volunteer Program • Oakwood’s Mission, Vision, and Credo • Service Excellence! • Corporate Compliance • Infection Control and Prevention • Volunteer Guidelines • Next Steps Following Orientation 2

3. Motivation / Inspiration Volunteers at Oakwood are committed to assisting in making hospital visits and patient stays comfortable and stress-free. Our volunteer core is committed to excellence by meeting service area expectations and understanding their vital connection to the success of Oakwood. We strive for excellence in all facets of the organization, and value the outstanding work of Oakwood's select volunteers. What motivates or inspires you? Why did you chose Oakwood for your volunteer experience?

4. Step Up! Be Committed! Be Connected! • We are grateful you have chosen to give of yourself by helping the patients, visitors, families, staff, and communities we serve. • When you completed the volunteer application you took the first steps to becoming an Oakwood Volunteer. At this point you should have applied, had a criminal background check processed by Oakwood, and are ready for orientation. • The purpose of this orientation is to provide you with information regarding the policies and procedures that govern your volunteer service, and to serve as a resource guide for future reference. • Please review this material completely and carefully, and contact your site Volunteer Services Representative if you have any questions.

5. About The Volunteer Program • Volunteer opportunities include: • Providing patient companionship as a Caring Companion • (special training session required) • Greeting and directing patients and visitors at our Welcome Centers / Information Desks • Interacting with patients, visitors, and staff through our Gift Shops • Delivering Books, DVDs, CDs and personal players to patient rooms • Performing clerical duties • Taking part in special events • Commitment: • Minimum of 6 months • 4 hours per week • Please keep in mind that volunteer opportunities are strictly volunteer in scope, and are not designed to lead to employment within the Oakwood Healthcare System. Volunteering is, however, a great way to keep your work skills current while making a difference in the lives of others. 5

6. Oakwood’s Mission and Vision Mission: (Why we exist) • To provide excellence in care, healing, and health to the individuals and communities we service. • Vision: (What we want to be) • To become the recognized leader in clinical quality, service, and value as an independent health care system. • How do we accomplish this? • Through our Core Values…. our CREDO!

7. CREDO: “Patients Come First!” • Compassion: Providing care with sincerity, sensitivity, and dignity for those we serve. • Respect: Working with integrity and honor in all our relationship with patients, families, employees, and fellow volunteers. • Excellence: Delivering superior results in the areas of Clinical Quality, Service Excellence, People, Market Growth, and Profitability. • Diversity: Creating an environment where individual differences maximize our collective capabilities as a team. • Ownership: Demonstrating personal responsibility of pride in Oakwood through our behaviors and actions.

8. Service Excellence! Performance Standards Oakwood values the diversity within our community and promises to treat all customers with dignity and respect. Service Excellence is our guide to exceptional service in all interactions with patients, families, volunteers, physicians and employees. Performance Standards: • Performance standards are clearly defined behaviors for demonstrating consistent performance. • Service Excellence performance standards were developed as part of Oakwood’s commitment to provide quality healthcare and excellent customer service. • Practicing Service Excellence behaviors will encourage people to choose Oakwood, and its affiliated physicians as their healthcare providers, and will promote loyalty among current and future healthcare consumers. As an Oakwood volunteer you play a very important role in Oakwood’s success. Patients and family members expect healthcare providers to have clinical expertise, but what distinguishes “excellent care” from “good care” is the level of service received. Patients remember the service, attitudes, and behaviors they encounter long after their visit has ended.

9. Service Excellence! Customer Service Customer Service Standards and Expectations: • Be Friendly to Customers • Greet everyone with direct eye contact and a friendly smile. • At the end of each interaction ask, “Is there anything else I can do for you? I have the time.” • Project a comfortable and caring attitude. • Anticipate and Respond to Customers’ Needs • Ask customers if we are meeting their needs. • Say “I will find out.” rather than “I do not know.” • Apologize and take ownership to resolve complaints immediately. • Provide service surpassing expectations. • Recognize when customers are lost. • Personally escort lost customers rather than pointing or giving directions.

10. Service Excellence! Customer Service Customer Service Standards and Expectations: (continued) • Keep Customers informed • Provide information and give updates within specified time intervals. • Use language that is appropriate and easy to understand. • Recognize and engage families. • Treat Customers with Respect • Wear name badges at all times. • Introduce yourself as a volunteer before providing a service or task. • Maintain patient and family privacy and confidentiality. • Adhere to the dress code and display professional behavior. • Provide a Comfortable and Pleasant Environment • Maintain surroundings in a clean, safe, orderly and attractive manner. • Pick up and dispose of any litter.

11. Service Excellence! Customer Service Service Recovery: “Take the HEAT” • Sometimes it may be necessary for you to respond to a customer concern, remember to “Take the HEAT.”: • Hear them out • Empathize • Apologize • Take responsibility for action • For example, a family member approaches you and states they have been waiting for 3 hours, and have not yet talked with a doctor. The appropriate response would be for you to Hear them out, Apologize for the delay, and Take action by letting them know that you will find someone who can assist with the concern. Scripting: • “How may I help you?” • “Is there anything else I can do for you? I have the time?” • “I’m sorry your wait has been longer than expected.” • “Thank you for choosing Oakwood.”

12. Service Excellence! Customer Service What kind of customer service do you expect? • Patients judge us by how they are treated as customers. • There are two parts to quality healthcare, the technical component and the service or personal component. Both contribute to patient satisfaction, but patients are more aware of the service component, so they tend to use it to judge quality. • In the patient’s eyes, poor service equals poor quality of healthcare. • Research shows that 2 out of 3 patients change healthcare providers because of rude support staff. The cost of a dissatisfied patient can be as high as $238,000. • In your encounters, do you remember the whole patient, or do you focus just on the technical aspects of your volunteer assignment? • It is important to balance patient needs with paperwork demands. Most patients don’t understand about the administrative aspect of medical care.

13. Service Excellence! Customer Service • Every encounter between a patient and healthcare staff person or volunteer represents a “Moment of Truth” that will influence the perception of the organization. • A “Moment of Truth” occurs when a patient passes judgment or forms an opinion about whether or not the expectations were met, not met, or exceeded. • Everyone has stressful days. Unfortunately, in healthcare, patients may misinterpret that stress as a lack of care for them. This perception can, and often does, carry over to their judgment of the organization as whole. • There’s a direct correlation between staff communication and patient satisfaction. • Patients don’t care how much you know until they know how much you care. Communication and listening are a critical part of your care for patients and their family. • It is important to remember that patients are our customers, and they make decisions regarding their healthcare providers and their medical care. What kind of customer service will YOU provide?

14. Corporate Compliancy: Culture and Diversity • Culture is not defined by race or ethnicity alone. Culture is a system of shared values, beliefs and practices that includes, but is not limited to race, ethnicity, gender, religion, spirituality, age, socioeconomic class, education, differing abilities and sexual orientation. • Culturalcompetency is our ability to respond respectfully and effectively to people of all cultures in a manner that recognizes, affirms and values individual differences and similarities while preserving the dignity of every person. • At all times we must: • Affirm the worth of all people • Protect and preserve dignity • Realize that we serve a diverse local community that comes to us when they are in need of help • Please consider other’s: • Views about health and health care • Family and community relationships • Language and communication styles • Ties to another country or part of the US • Food preferences • Religion • Preferences regarding apparel • Other factors that may affect care needs

15. Corporate Compliancy: Culture and Diversity • Remember that a patient may hold different views. For example: • You may have certain views about illness. You may see illness as having a physical cause (such as germs), an emotional cause (such as stress), or another cause. You may believe a particular remedy is needed for a certain illness, e.g., (a home remedy for a cold). • You may value certain communication styles. For example, you may have views about whether it’s polite or rude to make eye contact or touch someone during conversations. • Our health care system also has its own beliefs, values, and practices that may not be shared by all patients. For example: • Appointments run by clock time and promptness is valued. Appointments may be shorter than some patients expect. • Checkups, immunizations, and screenings are valued as preventive health measures. • Illness is generally seen as having a physical cause. Treatment emphasizes technology and physical procedures. • Patients are expected to take medications exactly as prescribed. • If at any time you find there is a conflict between your work responsibilities and your personal ethics, and/or religious beliefs, please notify your supervisor/manager to discuss these issues.

16. Corporate Compliancy: Patient Rights • In supporting Oakwood’s Mission and CREDO, we are committed to serving patients and families in a compassionate and ethical manner. • Patient rights information is provided through admission packets, in signs posted throughout the facility, and in brochures. • As a volunteer you will not be providing direct care, however it is important that you understand patient rights such as: • Considerate, respectful, compassionate, dignified, age-appropriate care • Privacy, confidentiality, security, and safe care • Access to spiritual support services • Access to protective services and freedom from abuse, neglect, and exploitation • Effective communication with caregivers, including access to interpretation services as necessary. • Resolution of complaints

17. Corporate Compliancy: Privacy & Confidentiality • Maintaining patient privacy and confidentiality is not only a patient’s right, it is required by Federal law and State law. • The Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule requires that individually identifiable patient information known as PHI be handled in a confidential manner. • As a volunteer you may overhear or see PHI,but you should not talk to anyone other than the patient’s health care providers about that information. • In your role as volunteer, you are expressly not permitted to read the medical record or obtain medical information about a family member, close friend or neighbor. • The federal government enforces HIPAA rules and can prosecute individuals and Oakwood if these rules are violated. Protecting patient privacy is important to patients and is everyone’s job at Oakwood.

18. Corporate Compliancy: Privacy & Confidentiality HIPAA Information and Security Awareness: • Privacy and security go hand in hand. • Security shields Protected Health Information (PHI) and allows the appropriate use of information. • Healthcare providers, health insurance companies, volunteers, contractors and vendors all need to protect HIPAA security. • Security awareness is recognizing the types of potential security issues and knowing what to do if security is breached. • There are three types of information security breaches: • Confidentiality: Protected Health Information (PHI) is spread to others that do not have a need to know • Integrity: Existing information is changed • Availability: Systems are knocked-out so we cannot use the information we have which results in a denial of service

19. Corporate Compliancy: Privacy & Confidentiality Security Awareness: • The Security Rule, like the HIPAA Privacy Rule, is a mandated Federal law that is designed to protect PHI. • When PHI is in electronic form it is called ePHI. • Examples of ePHI (electronic protected health information) include information displayed on a workstation screen, typed on a keyboard, or displayed on a surgery monitor; “in transit” is information sent through email, electronically to an insurance company, over a modem, VPN or wireless network; “at rest” e-PHI is found on a computer disk drive, back-up tape, floppy or thumb drive. • Social Engineering is the most common form of security scam. It involves someone posing as authorized personnel to obtain confidential information. • Security is 90% YOU and 10% technology. Important steps to prevent security breaches include: Password Security, Internet Security, Email Security, and your behaviors.

20. Corporate Compliancy: Privacy & Confidentiality Password Security: • Take responsibility. Log ins and passwords are your computer’s lock and key. • Change is Good! Change passwords often and do not reuse old ones for a year. • Use at least six characters (letters and numbers). • Keep your password private and to yourself. • You are responsible for the use of your log in and password by others. Internet Security: • Never give your password to anyone. Oakwood’s IT team will never ask for your log in or password. Anything you do on the OHI computer system is continuously monitored, reviewed and audited. Email and YOU: • Email is not private! Emails are OHI business property. • Delete chain letters and only open attachments you are expecting. Avoid harassing, defamatory or offensive emails. Avoid personal email. Delete spam without opening. Report suspicious Email to Client Support, 4-4121.

21. Corporate Compliancy: Privacy & Confidentiality Legal Liability: • There are both Criminal and Civil penalties for security violations. • The Hospital can be fined up to $250,000, possibly lose their accreditation from the Joint Commission and/or the Healthcare Facilities Accreditation Program (HFAP, formerly AOA)or lose Medicare/Medicaid reimbursement. • Individuals may have to serve jail time. *Please print the Confidentiality Acknowledgement form from the Required Paperwork section of the website and submit to your volunteer service representative during your scheduled placement appointment.

22. Corporate Compliancy: Safety Emergencies do happen so we must be prepared to handle them. It is your responsibility to ask your site supervisor for specific emergency guidelines in your area. Safety and Security is Everyone’s Responsibility: Your role in Homeland Security: • Always wear your Volunteer ID badge • Be aware of your environment • Report suspicious people to your supervisor or Security • Report suspicious packages to your supervisor or Security • Report unsecured areas to your supervisor or Security • For example: broken or propped open doors • Report suspicious phone calls to your supervisor or Security

23. Corporate Compliancy: Safety Fire Safety: • In case of a fire, remember the acronym RACE: R = Rescue, remove patient from fire or smoke area, close door A = Activate the alarm or pull station and dial 811 with exact location C = Contain the fire by closing all doors E = Evacuate/Extinguish the fire if it is safe to do so. • Fire extinguishers are available in designated areas on all units. Please identify the extinguisher closest to the area you are working. If you have to actually use a fire extinguisher, remember the acronym PASS: P = Pull the pin A= Aim at the base of the fire S= Squeeze the handle S= Sweep from side to side through the base of the fire • To enter or exit through a doorway, first feel the door. If it is HOT, do not open. If trapped in a room, place damp clothes or blankets around the edges of the door to prevent smoke and fire from entering the room. If you must evacuate through a smoke filled space, stay close to the floor because smoke rises and oxygen is close to the floor.

24. Corporate Compliancy: Safety Emergency Codes: • Fires and disasters will be announced overhead using these codes: CODE BLUE: Cardiac Arrest / Medical Emergency (dial 888) CODE YELLOW: Emergency / Disaster Preparedness (stay in your area until you receive direction from your area supervisor) CODE RED: Fire Emergency (RACE) CODE RED SITUATION: Fire alarm maintenance is being conducted CODE GRAY: Tornado Watch (severe weather possible) CODE BLACK: Tornado Warning (Move away from windows, close blinds) CODE ORANGE: Bomb Threat CODE PINK: Infant / Child Abduction (report anything suspicious) CODE PURPLE: Physical Management SECURITY ALERT: Hostage Situation

25. Corporate Compliancy: Safety Evacuation of Healthcare Facilities: • Fires in health care facilities can be especially dangerous. Many patients are non-ambulatory, and many are confused or frightened. These factors increase the potential for loss of life. • Each facility has a fire safety plan. The fire safety plan describes what staff members need to do in every part of the facility in the event of a fire. • Knowledge is crucial. Understanding the fire safety plan and rehearsing fire procedures can save lives. • If there is a fire, follow these steps: (be aware that these actions may be simultaneous) • Call out the facility’s code word to alert others (CODE RED, and location of fire) • Activate the fire alarm • Evacuate anyone in immediate danger • Attempt to control or extinguish the fire, if possible • Close all doors to contain smoke and fire • Evacuate the smoke compartment, if the fire cannot be easily extinguished

26. Patient rooms 100-125 Patient rooms 176-199 Main corridor Patient rooms 151-175 Patient rooms 126-150 Example of five smoke compartments on the same floor. Corporate Compliancy: Safety Evacuation of Healthcare Facilities: (continued) • Closing doors is critical. Smoke may be even more dangerous than flames, because smoke spreads quickly and contain toxic gases. • Smoke compartments provide safety. Healthcare facilities are divided into smoke compartments that can be sealed off from each other with smoke barrier doors to prevent the spread of smoke. A smoke compartment can be a hallway, corridor, lounge, or patient room unit. • Evacuate the smoke compartment. Unless the fire can be easily extinguished, all patients should be evacuated from the smoke compartment. • Horizontal evacuation is preferable. Moving patients from one smoke compartment to another on the same floor is more efficient than evacuating patients to another level.

27. Corporate Compliancy: Safety Evacuation of Healthcare Facilities: (continued) • Use any means of transport available to evacuate patients. Under staff supervision, non-ambulatory patients can be slid on blankets or sheets, rolled in wheelchairs or gurneys, or carried on stretchers. • Use vertical evacuation as a last resort. Vertical evacuation down a stairwell is appropriate if fire conditions obstruct horizontal movement. Avoid using elevators, unless directed by fire department personnel. • Elevators act like a chimney for the toxic smoke to spread through to other floors, which is why they are not to be used. • Make sure no patients are left behind. Check for patients in all rooms, including bathrooms, storage rooms, and alcoves. • Some areas require special precautions. Fire safety plans include individualized procedures for areas such as operating rooms, MRI units, and ICU’s. • Use your own judgment. An actual emergency may require deviating from the written fire safety plan. Know the plan, but be prepared to use your own judgment. • Know your role. Above all, know what procedures you will need to follow in the event of a fire emergency.

28. Corporate Compliancy: Safety Hazardous Material and Wastes: • Hazardous materials are defined as chemicals (disinfectants, detergents, etc.), radioactive materials, hazardous drugs (chemotherapy drugs), and infectious materials (blood, body fluids, sputum, mucous, etc.). • You will see red bags and containers with the biohazard symbol throughout the hospitals. These containers are for blood and body fluid waste only. Do not use these containers to throw away paper, aluminum cans, etc. Material Safety Data Sheet (MSDS): • All hazardous materials must have a MSDS. The MSDS provide information on chemicals stored and used in the facility. It also addresses the methods of spill cleanup and personal protection you should take when handling a particular chemical, as well as first aid treatment. To locate MSDS information: • Master file located in the Emergency Department and contains information related to any chemical used in the building. • Binders and posters of departmental hazards are in each work area. • Information is also available on the internal OakNet under the Documents tab.

29. Corporate Compliancy: Safety Electrical Safety: • Damaged or malfunctioning hospital equipment must be removed from service. Please report damaged equipment to the department supervisor for follow-up. Oxygen Cylinder Safety: • Although volunteers do not handle gas cylinders, you may have contact with a patient who is using portable oxygen. • Oxygen is a very combustible gas; there is NO SMOKING and no open flames near any medical gas cylinder. • Compressed gas cylinders contain gases under high pressure so they must be stored properly. All cylinders MUST be secured or restrained at all times. Do not lay cylinders on the bed or in a stretcher. They must be in an appropriate carrier for transportation. • These are some key points.Please check with your supervisor if you are assisting a patient who is using portable oxygen. • Please report any unsecured cylinders to your supervisor or Security.

30. Corporate Compliancy: Safety Smoking Policy: • Smoking is not allowed in Oakwood buildings or on the grounds of all Oakwood healthcare facilities, parking lots, parking structures, and in personal vehicles. • If you smoke, Oakwood can help you make an informed decision as to which smoking cessation method may be best for you. Information is available by calling the Oakwood Community Health Department at 313-586-5496. Back Safety: (Tips for Lifting Objects) • Keep loads close to your body. • Bend at your knees not waist. • Divide work into smaller parts. • Get help from another volunteer or hospital staff member. Incident Reporting: • Any work related injuries sustained during working hours must be immediately reported to your supervisor who will complete an incident report and follow corporate procedures. *Please print the Emergency Contact form from the Required Paperwork section of the website and submit to your volunteer service representative during your scheduled placement appointment.

31. Infection Control and Prevention Hand Hygiene: • All Oakwood Healthcare System volunteers should do everything they can to prevent the spread of infection. One of the most important ways you can do this is to always follow Standard Precautions and wash your hands. • Hand washing is the single most important means of reducing the risk of infection. • Anti-microbial soap as well as waterless alcohol-based hand sanitizer are readily available in patient care areas to encourage good hand hygiene. If a volunteer’s job has the potential for interaction with patients or visitors: • Nails are to be kept short (no more than ¼ inch above the fingertips) and clean. • Nail polish may be worn if well manicured; chipped polish must be removed. • Artificial nails or artificial nail products, e.g., tips, jewelry, overlays, wraps, etc., may not be worn. *Please read the Hand Hygiene presentation listed in the Required Reading section of the website. 31

32. Infection Control and Prevention Hand Hygiene: (continued) • Procedure for washing hands: • Use soap from the standard dispensers provided. Bar soap should not be used for multi patients/personnel use. • Wash hands with friction for a total of at least 15-20 seconds. Make sure to cleanse entire hand paying particular attention to cover the top, bottom, in-between fingers and under fingernails. • Rinse well. Blot hands dry with paper towel. • Use a dry paper towel to turn off hand-operated faucets. • Apply hand lotion periodically throughout the day as needed. • Procedure for waterless alcohol-based hand rubs: • Apply the hand rub product in the palm of the hand. • Spread across entire hand making sure to cover the top, bottom, in-between fingers, and under fingernails. • Rub briskly until dry. 32

33. Infection Control and Prevention Immunization History: • All volunteers are asked about their history of vaccine-preventable childhood illnesses such as varicella (chickenpox), measles, mumps and rubella (MMR). • This is to protect you and our patients from unnecessary exposure in the healthcare setting. • There are many safe, effective vaccines available that can protect you against preventable diseases. You should discuss immunization with your doctor during your regular checkup. • All Oakwood Healthcare System volunteers must fill out an Oakwood Healthcare System’s Immunization Questionnaire. This questionnaire asks you to disclose your immunization or history of disease as it pertains to MMR and varicella. *Please print the Immunization Questionnaire form from the Required Paperwork section of the website and submit to your volunteer service representative during your scheduled placement appointment. 33

34. Infection Control and Prevention Immunization History: (continued) • The Center for Disease Control (CDC) has determined that individuals born before 1957 date do not need to provide proof of immunization to measles and mumps because of the prevalence of the childhood diseases at that time. Varicella is a different story. All volunteers need to provide proof of immunization or attest to their history of the varicella disease. For those individuals who are unsure about their history of any of these diseases and cannot provide an immunization record, a blood titer may be necessary. The Employee Health Nurse will review information with you to make the determination. • A Titer is a measurement of the amount or concentration of a substance in a solution. It usually referees to the amount of medicine or antibodies found in a patient’s blood. Antibody titers will tell whether a person has immunity to diseases such as measles, small pox and hepatitis. Medication titers can tell if a person is receiving too much medication. 34

35. Infection Control and Prevention Varicella: (chicken pox) • Varicella is a virus that causes a rash of blister-like lesions, itching, fever and fatigue, and may lead to severe infection. It can also cause shingles in adults. • People who should have the vaccine include those that have never had chicken pox, especially women of childbearing age, or those in regular contact with young children. • You should know there is a new vaccine called Zostavax that can protect against shingles in people age 60 and older who have previously had chicken pox. MMR: (measles, mumps and rubella) • These are viral diseases that were once common in childhood. While usually mild, these infections can lead to serious complications. • People that should have the vaccine include those born during or after 1957, those recently exposed to measles, health care workers and volunteers, people vaccinated with killed measles vaccine or an unknown type of vaccine from 1963-1967, international travelers, and college students. 35

36. Infection Control and Prevention Tuberculosis: (TB) • After several decades of decline, TB is on the rise again in the United States. • TB is an infectious disease that usually begins in the lungs and may spread to the brain, kidney, or spine. Most people who are infected with TB will never get the active disease, but it could progress to disease if not treated with medication. • TB can spread when a person with active TB disease coughs, shouts, or laughs, spraying bacteria contaminated droplets into the air. The infection is most likely to be spread in small, poorly ventilated rooms, and usually results in room exposure over a period of time. • The TB Exposure Control Plan reduces the risk of TB transmission to healthcare workers, volunteers, patients, visitors, and the community. • All volunteers must receive an initial 2-step TB test before entering the program. The 2-step TB testing is done as a safety measure to catch some of the individuals that initially test negative. It serves as a “wake-up” for the immune system. Sometimes the first test is negative or weakly positive. The second test may prove positive. It is a double-check system. If a volunteer can provide a negative TB skin test done within the past 12 months, then only one TB test is necessary upon entry to the program. 36

37. Infection Control and Prevention Tuberculosis: (TB) (continued) • The 2-step TB process is a follows: • Volunteer presents at the Employee Health Department and fills out necessary paperwork. (Individuals under the age of 18 must have a parent present to sign consent forms.) Please check with the site for specific hours. • TB test is administered by an Employee Health Department nurse. • Volunteer MUST return to have the test “read” (evaluated) 48-72 hours after it was administered. • TB tests should not be given on Thursdays because they would need to be read over the weekend when the offices are closed. • Volunteers are not to have the test read in the Emergency Department. • 10-14 days after the first test is read, the process is repeated. • Annual TB testing: • Following admission to the program, all active volunteers must receive a TB test annually. • Notification regarding the date(s), time(s), and location(s) of the annual testing will be sent from the Volunteer Services offices. 37

38. Infection Control and Prevention • As a volunteer you are not providing direct patient care, however, please do not report for work if you are ill. This will help protect our patients from the spread of infection and also prevent you from picking up any additional viruses or infections. • Please be sure to contact your supervisor if you need to call off due to sickness. • Isolation and Precaution Situations: • Patients exhibiting possible contagious symptoms will be isolated in one of the special negative pressure isolation rooms or private rooms depending on the requirement. • Never enter the patient’s room if the patient is identified as being in Isolation or having either Contact or Droplet Precautions. These situations are identified by a sign on the patient’s door. • Always check in at the nurse station if you have something such as flowers or cards to be delivered to the patient. The nurse can deliver it the next time they enter the room wearing appropriate personal protective equipment such as masks, gowns, goggles, and gloves. 38

39. Volunteer Guidelines When you are on duty, your attitude and actions reflect on the entire Oakwood Healthcare System, the Volunteer Services Department, and the department/program you are placed within. We ask that you: • Direct any problems, comments or suggestions to your Volunteer Services Representative or the Corporate Manager of Volunteer Services. • Notify your department/program supervisor and your Volunteer Services Representative if you are unable to make your assigned shift (please refer to the Attendance Policy) or you require a change (department, shift, time change, etc.) a leave of absence, have a change of address/telephone number/emergency contact information or you wish to resign. • Log in and out for each day and each shift. It is important that volunteers maintain accurate records of service hours for liability and emergency situations. • Report for your shift in uniform and with your ID badge clearly visible. • Evaluate your volunteer assignment as requested. • Follow through on promises and commitments including your assigned shift schedule. Arrange for a substitute whenever possible. • Cooperate with staff and fellow volunteers. • Abide by the policies and procedures of the Oakwood Healthcare System and your department/program. *Please remember that sometime policies change and we ask you to be flexible to these changes.

40. General Rules of Conduct and Communication In order to provide the best possible service to our patients and visitors, we ask that you: • Conduct yourself with dignity and professionalism. • Be sensitive to the needs and concerns of others. • Take the initiative, if you are unable to help directly, find someone who can. • Eat and drink within the designated areas after your assigned shift, not on the job. • Respect the patients’ and visitors’ right to “quiet.” No loud talking and laughing. • Be aware of the patients’ and visitors’ perception concerning who and what you are talking about. They overhear more than you realize. • Demonstrate and promote a positive attitude. • Leave personal problems at home. You are needed here to help others. • Shouting, gossiping, coarse or obscene language, provoking or instigating a fight on Oakwood property, or a behavior disturbing or offensive to our patients, visitors, staff or other volunteers shall be subject to disciplinary action up to and including discharge. • Please Note: Volunteers should not bring along any visitors or guests when coming to volunteer as they are not trained or covered for liability.

41. Attendance Policy • In the event of possible lateness or absence, we ask that you immediately notify your department/program supervisor. We also ask that you notify your Volunteer Services Representative. Our patients, visitors, and staff count on you! • These unacceptable behaviors may lead to dismissal from the volunteer program: • Two “no call/no show” absences • Problematic tardiness • Leaving your shift early • In case of illness, you should not come to the hospital. If illness occurs while on duty, please notify your supervisor before leaving. • In the event of planned absences, we ask that you notify your supervisor and your Volunteer Services Representative at least one week in advance so adequate coverage can be arranged. • Due to the need for consistent coverage and service, volunteer positions vacant for more than 3 consecutive weeks may be reassigned to another volunteer. Your volunteer shift is not guaranteed upon your return; however, every effort will be made to find a suitable shift/position.

42. Interview and Placement Process • Volunteer opportunities will be discussed during your interview. Please feel free to discuss your interests, skills, talents and career plans with the Volunteer Services Representative. • Prior to your interview, please review the current volunteer opportunities at www.oakwood.org, About Us, Volunteers, “Search for Opportunities.” • Every effort will be made to satisfy your “want” with Oakwood’s “need”. Your interest in our Volunteer Program is greatly appreciated and we look forward to your involvement. Two of the many elements that affect job satisfaction are volunteer expectations and training. A successful match between you and your assignment is dependent on a clear and complete understanding of specific job responsibilities and requirements, as well as adequate training to carry out those tasks. • Please share any questions or concerns you may have regarding your placement with your Volunteer Services Representative. 42

43. Evaluation and Reference Letter Requests Evaluation: • You will be asked to share feedback regarding your volunteer placement after 60 days of service. We value your opinion so please take the time to respond. • Your supervisor will evaluate your performance after 3 consecutive months of service. • This is to ensure that the needs of the department/program are being met, and that the duties, as outlined in your volunteer service description, are being carried out satisfactorily. • Written evaluations will be placed in your personnel file, and may be reviewed at any time upon request. Reference Letters or Hours Verification Requests: • The Volunteer Services Department will be pleased to provide you with a record of participation and/or reference letter upon completion of your initial commitment to the program 6 months and 100 hours within those 6 months, (one, 4-hour shift per week). • Please submit your request in writing, to your Volunteer Services Representative, and allow two weeks advance notice to ensure timely completion of these documents. 43

44. Termination of Service • People’s lives and schedules change and there may come a time when you will be unable to continue volunteering with the Oakwood Healthcare System. Please discuss scheduling conflicts/changes with your Volunteer Services Representative. Notify them when you can no longer fulfill your volunteer commitment. • The Volunteer Services Department also reserves the right to terminate a volunteer’s service if such action is in the best interest of the organization and/or the volunteer. • Such termination could result from: • Failure to comply with the organization’s rules, policies, procedures, and regulations. • Poor attendance or frequent absences making for haphazard service. • Breach of confidentiality or other codes of conduct. • Negative or inappropriate comments. • Failure to maintain a clean and professional dress code. • Disciplinary actions such as verbal and written warnings, and/or suspension from volunteer duties, may be utilized in situations that impede the safe and effective management of volunteers within the organization. 44

45. Volunteer Uniform and Personal Appearance • When you are volunteering, your appearance speaks to patients, families, visitors and staff about who you are and what you think of yourself. You represent the Oakwood Healthcare System. Volunteers are expected to maintain good hygiene and personal habits. Below are baseline personal appearance, hygiene and dress code expectations. Following your interview and placement, there may be additional department or program-specific dress code expectations pertinent to your program or department. • Volunteers must maintain a clean, professional appearance. This includes: • PHOTO ID BADGE: which must be worn at all times, above waist level (preferably closer to neck than waist). Please have your name facing outward so others may easily read it. • VOLUNTEER UNIFORM TOP: Males will wear a Green Polo shirt, females will wear a white dress shirt under a green cardigan. Uniforms will have the OAKWOOD logo embroidered on them and are available for purchase in the gift shop. Volunteer uniforms tops may be ordered online at www.oakwood.org/store, and picked up at the gift shop. • VOLUNTEER UNIFORM BOTTOM: Black pants/slacks. No jean material. • SHOES: Black closed-toe shoes or clean black athletic shoes. 45

46. Volunteer Uniform and Personal Appearance • For the protection and safety of patients and volunteers, please refrain from wearing dangling jewelry. Volunteers are not permitted to wear blue jeans, shorts, mini-skirts, halter tops, clothing that exposes the midriff, sweat suits, beach sandals, flip-flops or hats (other than headgear worn for religious reasons). • PLEASE: • Appear and smell fresh and clean, both clothes and hair (remember you reflect Oakwood). • Learn names and titles of persons in your assigned department/program and always maintain a professional relationship with them. • Learn the contact information for your supervisor/program, so that you may contact them if you are unable to come in for your assigned shift. • Accept only those assignments or responsibilities for which you have been trained. • Take appropriate initiative to inform your supervisor when leaving your assigned area. • Schedule breaks/meals with your supervisor making sure department is continually covered. • PLEASE DO NOT: • Have any visible tattoos or body piercing. • Wear perfumes. Many patients have allergies or take medications making them extra sensitive to smells. • Talk, text or play with your cell phone while volunteering. • Drink, eat or chew gum while on duty. • Ask hospital staff for medical advice or medicine. 46

47. Next Steps: Following Orientation • Locate the Required Reading section of the website. • Review the Hand Hygiene presentation. • Locate the Required Paperwork section of the website. • Print and complete the paperwork and Quiz to submit to your Volunteer Services Representative during your scheduled placement appointment. • Complete your required TB testing (Have the test 2 times = 4 trips to the hospital). • Unless TB testing at Oakwood Hospital and Medical Center in Dearborn, call the Employee Health Department office at the hospital where you will volunteer to verify staff availability to give and read TB tests. Times may vary. • Research current volunteer opportunities at www.oakwood.org, About Us, Volunteers, “Search for Opportunities”. • Schedule your placement appointment by contacting the Volunteer Services Representative at the hospital where you wish to volunteer. • Oakwood Hospital and Medical Center, Dearborn 313-593-8016 • Oakwood Annapolis Hospital, Wayne 734-467-4183 • Oakwood Heritage Hospital, Taylor 313-295-5385 • Oakwood Southshore Medical Center, Trenton 734-362-6774

48. Thank you for choosing Oakwood! 48