MISSION SATATEMENT



For Volunteers

Continuum Health Partners, inc.

Dear Volunteer,

As you know St. Luke’s –Roosevelt Hospital Center is committed to assuring that all staff and volunteers are highly competent and consistently provide quality services to our patients and our community. This booklet has been prepared especially for volunteers as a resource. Topics such as Safety, Patient confidentiality, and the Patient’s Bill of Rights, etc. have been selected because of their importance to our patients.

It is important that you read this handbook carefully. Hopefully, it will reinforce some of the points you heard during your orientation, and also answer some questions that may have arisen since that time.

After reviewing the handbook, please complete the test related to the content. Of course, you may refer to the handbook to check for the accuracy of your answers. Give your completed test to the volunteer administrator for him/her to review with you. You may keep the handbook for your files. (It is mandated by regulatory agencies that this content be reviewed annually by all employees and volunteers, so you can expect to use this handbook again).

The Volunteer Services Department, as well as the patients, their families and the St. Luke’s-Roosevelt staff thank you for the time you give or are about to give to St. Luke’s-Roosevelt. You are very special to us.

Again thank you for joining our volunteer team.

Regards,

Susan Fenton

Director, Volunteer Services

TABLE OF CONTENTS

Mission and Vision Statements

Mission Statement 4

Vision Statement 4

Environment of Care

Security 5

Life safety 6

Electrical Safety 7

Waste Management 8

Body Mechanics 9

Infection Control Program

Infection Control Program 11

Patients’ Rights

Patients’ Bill of Rights 12

Patient Representatives 13

Advance Directives 14

Confidentiality 14

HIPAA Privacy Compliance

HIPAA Privacy Compliance, Some Basic Information 15

Risk Management

Misconduct Reporting 19

Occurrence Reporting 19

Employee/Volunteer Accident Reporting 19

Courtesy

Courtesy Guidelines 20

Age Specific Needs

Newborn to Late, Late adult 23

The Mission of St. Luke’s Hospital Center is threefold:

• Provide outstanding health care to our community.

• Provide quality education for health care professionals.

• Conduct research to advance medical knowledge.

Every day you are part of this mission when you help a patient, participate in educational activities, or are a part of research activities.

Our commitment to the communities we serve, to health care payers and to our associated physicians will be outstanding quality and leadership in service and cost. We believe our continued commitment with this fundamental strategy.

We will build on our recognized clinical strengths in serving Manhattan’s West Side communities and our other areas by becoming the provider of choice for managed care. We will transform ourselves into a health care system capable of managing a wide range of ambulatory, inpatient and subacute care. We will support a wide range of specialty care to meet the needs of the population group we will be serving, including specific Areas of Emphasis in which the Hospital Center has particular expertise.

We will maintain a strong educational alliance with a medical school to insure continued reimbursement for teaching, and to maintain the quality of our programs. We will become a leader in teaching the efficient use of resources in our residency programs and training primary care physicians for managed care practice. Acting in the recognition that managed care will fundamentally change the way we operate, we will continually review all of our programs to maintain our financial integrity.

MINIMIZE SECURITY RISKS:

• Wear Identification (ID) badge at all times while on premises

• Challenge anyone not wearing a Hospital Center ID badge

• Secure vulnerable areas

• Safeguard patient, hospital, personal property

• Utilize security escort services while traveling on or between the Hospital Center campus and adjacent hospital properties

EMERGENCY PROCEDURES

(Such as patient or visitor assaulting a staff member or patient)

For security Emergencies at St. Luke’s

Dial 4444

Inform the operator of a security emergency

REPORTING “NON-EMERGENCY” SECURITY INCIDENTS:

(Such as a suspicious person in the hallways)

❖ Security representatives are available 24 hours/day:

❖ St. Luke’s 212-523-1000 Roosevelt 212-523-7513,7514

❖ Provide your name and location of the incident

❖ Describe the nature of the incident

Provide information and description

Learn Not to Burn

| | |

| |Follow the NO Smoking Policy: |

| |Never smoke in the hospital. Be an example to others and never smoke in the hospital. For |

| |everyone’s health and safety, leave the hospital building when you smoke. |

| |Inform patients of the NO Smoking Policy. If you see patients or visitors smoking – ask them|

| |to stop. A polite explanation usually works. Call for help only after all your efforts fail.|

| |Maintaining a smoke free environment is everyone’s job. |

| | |

| | |

|Tips for Hospital Fire Safety |

| |

|Elevators – Never use elevators during a fire alarm situation. Use elevators only when directed by the Fire Department. |

|Smoke Barrier Doors – The hallway doors should close automatically when there is a fire alarm. All patient room doors should also |

|be closed by staff with a quick word of explanation to the patients. |

|“Fire” – Never yell “Fire” – it can cause fear and panic. Use the phrase “Mr. Red” at St. Luke’s hospital when reporting a fire. |

In the event of a fire;

Ambulatory patients are evacuated first.

|R- RESCUE persons in danger |

|A- ALARM; pull the alarm and then dial 4444 |

|C- CONTAIN fire and close the doors |

|E- EXTINGUISH if possible |

1. All equipment (electrical, mechanical, etc) used at SLHC must be approved by the Biomedical Engineering Department or the Engineering Department depending upon its use.

2. If you notice that a calendar date on equipment used for a patient its past the next inspection due date indicated on the sticker, please inform the supervisor of the area.

3. Visually check physical conditions of electrical equipment for sings of abuse, broken power cables.

4. In case of abnormal noise, burning odor, electrical shock and other unusual signs, turn off the unit, unplug from the wall and inform the supervisor of the area.

5. Avoid use of extension cords whenever possible.

6. Cellular phones and/or other hand held communications equipment are prohibited for use in the patient’s rooms. Visitors should be informed that the above is not allowed to be used in the patient room any time.

7. In event of a power failure, under the direction of clinical staff, plug all vital equipment into the red electrical outlets.

Wherever you work, in whatever position, you are responsible for proper disposal of the waste you generate.

The following is a brief overview of what you need to know.

| | |

| |In the blue recycling receptacles deposit: |

| | |

| |Papers, newspapers, magazines |

| |Junk mail |

| |Post-its |

| |File folders |

| |Brochures, pamphlets |

❖ The basic lifting rule – think this before you start!

1. Look the object over and decide how you can best hold/grasp it.

2. Clear a path so there are no obstacles.

3. Know where and how you will put the object down.

4. Get help if you have any doubts about lifting the object.

❖ GENERAL RULES FOR LIFTING THINGS SAFELY!

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|Stand close to object with wide stance and firm footing |Squat down - keep back straight and bend knees. |

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|Grasp object firmly so it won’t slip. |Breathe in – inflated lungs help support the spine. |

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|Lift with legs - straighten them slowly. |Hold object close to body. |

50% of all back injuries result from improper lifting.

Lift smoothly.

Avoid jerk motions.

Turn with feet instead of twisting back.

❖ CHRONIC STRAIN ON BACK MUSCLES

If your job requires you to sit or stand partly bent over for long periods of time, it can cause chronic strain on your back muscles.

To prevent or relieve the fatigue and strain you can do the following at work:

✓ Change position as often as possible. Shift your weight by alternating feet on a footrest during standing jobs.

✓ Stretch. Clasp hands behind head; bring elbows back. Then bend forward until back is horizontal.

✓ Adjust working heights to prevent slumping or excess reaching.

✓ Relax. Let shoulders and neck muscles go limp; swivel head and let it droop all the way forward.

| | |

|How can health care |Hand washing remains the single most important way to prevent the spread of infection for both patients|

|workers/volun-teers prevent|and staff. |

|the spread of infection? | |

| |Understanding and participating the principles and guidelines of Universal Precautions is essential for|

| |all health care workers. |

| | |

|What is proper hand washing|The hand washing procedure-outlined bellow is important for every hospital employee/volunteer to |

|technique to be used |follow. Despite advances in modern technology, hand washing remains the single most important way to |

|between patient contact? |prevent the spread of infection for both patients and staff. |

| |Wash with soap and running water for at least 10 – 15 seconds. |

| |Lather palms, back of hands, fingers and wrists. |

| |Point fingers downward when washing and rising. |

| |Pat dry thoroughly. |

| |The following are six (6) isolation/precautions categories used if infectious conditions are diagnosed |

|What are the categories of |or suspected: |

|isolation and the |Strict Isolation (chicken pox, disseminated herpes zoster) |

|associated precautions? |Respiratory Isolation (meningococcemia, AFB) |

| |AFB Isolation (TB) |

| |Enteric Precaution (Infectious diarrhea) |

| |Contac Isolation (multiresistant organisms, draining wounds) |

| |Drainage/Secretion Precaution (weeping cellulitis) |

| | |

| |The Infection Control Manual, which is available on each patient unit, has a Disease Index with the |

| |necessary isolation/precautions category. |

| |Blood and certain body fluids of all patients are considered potentially infectious for human |

| |immunodeficiency virus (HIV), hepatitis B virus (HBV) and other blood borne pathogens. All hospital |

|What are the Universal |employees/volunteers must use Universal Precautions when caring for all patients. Universal Precautions|

|Precautions? |are listed in the Infection Control Manual. |

| |You follow Universal Precautions when you: |

| |Wash your hands between patient contact. |

| |Use protective barriers to reduce the risk of exposure. |

| |Report all needle injuries and mocous membrane exposures as an incident. |

| |Obtain the hepatitis B vaccine if your work puts you at risk to come into contact with blood and body |

| |fluid. |

As a patient in a hospital in New York State, you have the right, consistent with law, to:

1. Understand and use these rights. If for any reason you do not understand or you need help, the hospital MUST provide assistance, including an interpreter.

2. Receive treatment without discrimination as to race, color, religion, sex, national origin, disability, sexual orientation or source of payment.

3. Receive considerate and respectful care in a clean and safe environment free of unnecessary restraints.

4. Receive emergency care if you need it.

5. Be informed of the name and position of the doctor who will be in charge of your care in the hospital.

6. Know the names, positions and functions of any hospital staff involved in your care and refuse their treatment, examination or observation.

7. A no smoking room.

8. Receive complete information about your diagnosis, treatment and prognosis.

9. Receive all the information that you need to give informed consent for any proposed procedure or treatment. This information shall include the possible risks and benefits of the procedure or treatment.

10. Receive all the information that you need to give informed consent for an order not to resuscitate. You also have the right to designate an individual to give this consent for you if you are too ill to do so. If you would like additional information, please ask for a copy of the pamphlet “Do Not Resuscitate Orders – A Guide for Patients and Families.”

11. Refuse treatment and be told what effects this may have on your health.

12. Refuse to take part in research. In deciding whether or not to participate, you have the right to a full explanation.

13. Privacy while in the hospital and confidentiality of all information and records regarding your care.

14. Participate in all decisions about your treatment and discharge from the hospital. The hospital must provide you with a written discharge plan and written description of how you can appeal you discharge.

15. Review your medical record without charge. Obtain a copy of your medical record for which the hospital can charge a reasonable fee. You cannot be denied a copy solely because you cannot afford to pay.

16. Receive an itemized bill and explanation of all charges.

17. Complain without fear of reprisals about the care and services you are receiving and to have the hospital respond to you and if you request it, a written response. If you are not satisfied with the hospital’s response, you can complain to the New York State Health Department. The hospital must provide you with the health Department telephone number.

18. Authorize those family members and other adults who will be given priority to visit consistent with your ability to receive visitors.

19. Make known your wishes in regard to anatomical gifts. You may document your wishes in your health care proxy or on a donor card, available form the hospital.

Public Health Law (PHL) 2803 (l)(g) Patients’ Rights, 10NYCRR, 445.07, 405.7 (a)(l), 405.7 (a)(2)

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|Patient’s bill of rights |Each patient in a hospital in New York State has rights under the law; they are describe in the |

| |Patients’ Bill of Rights on the previous page. Basically a patient is viewed as an equal partner in |

| |the health care process. These are some highlights from the Patients’ Bill of Rights stating each |

| |patient has the right to: |

| |A complete understanding of the diagnosis and treatment ; |

| |Refuse treatment and know the consequences; |

| |Considerate and respectful care, without discrimination; |

| |Privacy and confidentiality; |

| |Complain about care without fear, and receive a response; |

| |Get the telephone number for NYS Health Department, 212-613-4855, to register a complaint. |

| | |

|A copy of the Patients’ Bill |On every Impatient Unit. |

|of Rights can be found: |In the Outpatient/Ambulatory Department |

| |In the Emergency Department |

| |In the Admitting Office. |

| | |

|Patient relations Department |The Patient relations Department is here to: |

| |Assist patients and their families obtain information, understand hospital policies and procedures, |

| |exercise their rights under the law, and resolve problems and concerns; |

| |Be a vehicle by which patients may voice their grievances and recommend changes in hospital policy. |

| |St. Luke’s 212-523-3700 |

| |Roosevelt 212-523-7225 |

| | |

|How can you demonstrate |Identify yourself to the patient by name and position. |

|respect for patients’ rights?|Explain your role in the care of the patient to the patient. |

| |Listen to patients and answer their questions. |

| |Identify problems early, and refer them to your supervisor, or to a Patient Representative. |

| |Respect a patient’s need for privacy and confidentiality. |

| |Assess each patient for possible special needs, and do what you can to meet them. |

Important questions may arise about the type and duration of treatment of a patient who becomes too ill to speak for him/herself. Patients can make their wishes known in advance through a legal form known as an advance directive. Examples of advance directives are:

➢ Health Care Proxy

➢ Living Will

➢ Do Not Resuscitate (DNR) forms

➢ Oral Advance Directives

New York State law requires that all hospitalized patients be given the opportunity to complete an advance directive. The Health Care Proxy is given to each patient on admission. The Patient Representative can provide a patient with information regarding the Health Care Proxy or any other advance directive.

The Patients’ Bill of Rights ensures patient confidentiality. Also New York State passed a law guaranteeing confidentiality to all person related to HIV status and HIV testing. If HIV information is released without proper authorization, the individual can be charged with a misdemeanor and fined up to $5000.

Do not discuss any patient information with:

➢ One patient about another.

➢ Relatives and friends of the patient (unless officially authorized).

➢ Visitors to the hospital.

➢ Representatives of the media.

➢ Other staff, except when in a conference.

➢ Your own relatives, friends and/or neighbors.

Continuum Health Partners, Inc.

HIPAA PRIVACY COMPLIANCE

SOME BASIC INFORMATION

The following information provides you with a basic knowledge of the main elements of the HIPAA Privacy Rule-and how you can continue to help to protect our patients’ health information. Your supervisor or manager may also be providing you with additional training if your job position requires it.

As you learn about HIPAA, keep in mind that we are all responsible for insuring compliance with the Privacy Rule. The importance of HIPAA may be reinforced for you when you remember that we (and our family members and our friends) are all patients at some time in our lives-and we all want our personal health information handled appropriately.

What is HIPAA?

The Health Insurance Portability and Accountability Act of 1996 (commonly known as HIPAA) is an important law that affects how Continuum Health Partners handles confidential health information. The main aspects of the HIPAA Privacy Rule are:

• New restrictions on how personal health information is used and disclosed

• Greater patient access to his/her medical records

• Increased protection of patient medical records

Continuum must be in compliance with the HIPAA Privacy Rule by April 14, 2003. For more than two years many people throughout Continuum have been working to make sure that we meet our Privacy Rule compliance on time. On of the ways continuum is meeting HIPAA requirements is by providing training to all staff (doctors, nurses, administrators, security, medical records, finance, environmental services, volunteers, and so forth) throughout Continuum (hospitals, clinics, faculty practices, administration).

Don’t we already handle health information confidentially?

Absolutely! We’re all familiar with the fundamental importance of confidentiality in providing and documenting health care services. It is a basic expectation that every person at Continuum helps to ensure the patient confidentiality. Rules and regulations, such as those of the New York State Department of Health and the Joint Commission of Accreditation on Healthcare Organizations (JCAHO), underscore the importance of confidentiality. AS you know, Continuum’s Code of Conduct and policies and procedures help to define the responsibilities each of us has in maintaining patient confidentiality. However, the HIPAA Privacy Rule is the first federal law that addresses the ways in which we protect patient confidentiality and private health information.

Who has to comply with HIPAA?

As a health care provider, Continuum is considered a “covered entity”, which means we must comply with all HIPAA regulations. Other covered entities include health plans, healthcare clearinghouses, and “business associates” (contracted vendors).

Under HIPAA, when Continuum shares patient information with contracted vendors such as transcription services or billing companies, they become “business associates” and must also follow HIPAA rules. Continuum’s “business associate agreements” (contracts) with these vendors must include acknowledgement of HIPAA compliance.

What is “Protected Health Information”?

The HIPAA Privacy Rule requires that Continuum take specific steps in how we handle personal health information. When a patient provides us with any personal health information, under HIPAA it becomes Protected Health Information (PHI). Remember that PHI is more than just what is contained in the patient’s medical record. Spoken, written, recorded, and electronic information is all PHI if it connects health and patient information.

PHI cannot be used or disclosed by anyone unless it is permitted or required by the Privacy Rule. When people first learned about the HIPAA Privacy Rule, they were afraid that the law would make it impossible for healthcare workers to continue doing their jobs effectively and well. This is not the case! In most cases, we can continue to use PHI as we currently do when the patient information is needed for treatment, hospital operations and/or payment.

Whenever we are going to use or disclose PHI for purposes other than treatment, payment or hospital operations, we must get a signed authorization form from the patient. Continuum is already doing this, although we know it as getting a patient’s consent. The authorization form must contain clear information on what PHI will be used/disclosed, a patient’s right to cancel the authorization, and expiration date of the authorization.

How is Continuum complying with the Minimum Necessary Rule?

We do need to make sure we are careful with how we use and share PHI. Basically, disclosure of PHI must be limited to the last amount needed to get the job done right. This is called the Minimum Necessary Rule. Continuum is working to revise policies and procedures to make sure that we share the least amount of PHI necessary. For example, the patient lists that are distributed to various staff are being reviewed to ensure that PHI is not shared with anyone without a reason to have it.

Why is the “Privacy Notice” so important?

Under the HIPAA Privacy Rule, When patients first receive healthcare services, they must receive a notice of their rights concerning the use/disclosure of their PHI. They must also be informed of the covered entity’s responsibilities relating to PHI. This information is very important and is known as the Privacy Notice.

The Privacy Notice must:

• Be provided to the patient in print

• Contain information on the patient’s rights and the covered entity’s legal duties

• Be displayed at the site of service and posted on a web site if possible.

We must make an effort to get from our patients a written acknowledgement that they have received the Privacy Notice. Copies of all privacy notices and patient acknowledgments must be kept. Whenever there are any changes in Continuum’s privacy practices, we will need to produce new Privacy Notices. Continuum staff will also be notified whenever such changes occur.

The use of the Privacy Notice is one of the major changes being introduces by the HIPAA Privacy Rule. Everyone should know what Continuum’s Privacy Notice looks like and why it is important.

What can patients do if they feel their PHI has been mishandled?

Patients who feel their PHI has not been used or disclosed appropriately can make a complaint about their concerns. At Continuum, we should direct these patients to either the Patient Relations Department or the Site-Specific Privacy Officer. Remember, there are serious civil and criminal penalties for HIPAA noncompliance for individuals and the institutions. If you have any questions or concerns about your compliance with the HIPAA Privacy Rule, speak to your supervisor or the Privacy Officer for your site.

What’s Next?

You may be wondering “What’s Next?” with HIPAA. You will receive additional training if your position is affected by any changes in policies and procedures due to the Privacy Rule. Your manager or supervisor will notify you of any job-specific training, and in most instances will provide that training.

Keep in mind that we are already dealing with our patients’ confidentiality in ways that meet HIPAA requirements. Basic HIPAA information is already part of your Core Competencies and you will be reviewing this information annually.

Also, whenever there is anything new or changed about HIPAA, you will receive training and/or notification- this may be done trough Continuum-wide newsletters (such as “HIPAA Update” or “Spotlight On…”) or through departmental in-services.

In the near future, you will be receiving more information on HIPAA’s Security Regulations. The Security Regulations will help us safeguard the integrity and availability of health information. System-Wide access and Individual access to health information are being carefully reviewed and will be modified to meet HIPAA requirements. You should already been practicing ways to ensure the security of our patients’ health information, such as not sharing your computer password, closing your computer when leaving your workstation, or making sure your computer screen is not easily seen by others.

It’s the Right Thing To Do.

We’re all responsible for making sure that Continuum is “HIPAA compliant” by April 14, 2003. We need to know and feel comfortable with the Privacy Rule. We’re already doing do much to ensure our patients’ confidentiality – being HIPAA compliant shouldn’t mean big changes for any of us. Remember protecting our patients’ health information is the Right Thing To Do.

If you have any questions about the HIPAA Privacy Rule, speak with your manager/supervisor or check with the privacy Officer for your site. You can also contact Continuum’s Privacy Officer or Information Security Officer:

LOUIS SCHENKEL

Continuum Privacy Officer

(212) 523-2162

HOWARD KAPLAN

Continuum Information Security Officer

(212) 523-7019

|Name | |

|Signature | |

|Date | |

Examples of misconduct include:

➢ Stealing drugs or any hospital supplies or equipment.

“Taking drugs” while on duty.

➢ Drinking alcohol while on duty.

➢ Verbally or physically abusing a patient.

➢ Refusing to care for a person because of race, color, religion, national origin or sexual orientation.

If you observe or suspect misconduct on the part of any employee, notify your Volunteer Administrator.

Your responsibilities if you witness or discover a patient or visitor occurrence are:

➢ Call for help immediately.

➢ Remain with the person, but do not move him/her.

➢ Report what happened to Volunteer Administration.

➢ Volunteer Administration will contact appropriate staff members.

In case of accident, the supervisor completes the Employee Accident Investigation Report. It is not necessary for you to have been injured, only that an accident occurred which could have been injured, only that accident occurred which could have resulted in injury.

It is essential that the accident be investigated as quickly as possible. Within one (1) week, copies of the completed form are submitted to the:

➢ Safety Department

➢ Volunteer department

➢ There are many ways we can demonstrate courteous behavior to our patients, visitors and co-workers.

| |Introducing ourselves using name and title, and explaining to the patient our role in his/her care.|

|We aim to alleviate a patient’s|Wearing our hospital ID badge so it is visible. |

|frustration by: |Assuming ownership of a problem regardless of fault. |

| |Giving honest reasons for any delay without causing a patient unnecessary anxiety. |

| |Communicating in clear logical, easy to understand manner. |

| |Allowing a patient to speak without interruption. |

| |Repeating a patient’s request or concern so he/she knows we understand. |

| |Responding promptly to inquiries or problems so movement trough the system is smooth and efficient.|

| |Offering assistance to individuals who are disabled, or may be confused with the surroundings. |

| |Providing educational or instructional material when needed or requested. |

| |Expressing concern through body language and sympathetic words. |

| |Recognizing and staying calm when a patient is upset, and asking what we can do help. |

| |Anticipating the needs of a patient. |

|In patient care areas, we also |Informing a patient of the time of a test or procedure. |

|aim to alleviate a patient’s |Informing a patient of any delays or changes in his/her schedule. |

|frustration by: |Keeping a patient updated during a delay. |

| |Apologizing for all delays-even though we may not be responsible for them. |

| |Attending to a patient’s physical needs. |

|We show respect for a patient’s|Discussing patients issues ONLY in private, NEVER in public areas such elevators, hallways, and the|

|privacy by: |cafeteria. |

| |Greeting a patient using him/her formal name, unless invited to call hi/her differently. |

| | |

| | |

|In patient care areas, we also |Interviewing a patient in private by closing the door, the curtain, or by finding a private place. |

|show respect for a patient’s |Providing a proper gown/robe/blanket to ensure a patient’s modesty. |

|privacy by: |Closing doors and curtains during exams and treatments. |

| |Always knocking before going in to a room and asking permission to enter. |

| |Asking the patient if he/she wants others present when discussing private, medical matters. |

|We strive to project a |Acknowledging their presence with a greeting and a smile. |

|respectful, positive attitude |Maintaining eye contact when talking and listening. |

|toward patients, visitors and |Speaking in a tone of voice that is clear, audible and friendly. |

|other staff members by: |Offering assistance when needed and possible. |

| |Talking in a polite manner using “Please”, “Thank you”, and “Pardon me”; never sounded bored or |

| |mechanical. |

| |Always trying to “go that extra step”. |

|We take pride in ourselves by: |Wearing our hospital ID badge with the picture and the name visible. |

| |Wearing clothing that meets the dress code guidelines of the hospital and our department. |

| |Keeping staff gossip and personal matters out of a patient’s hearing. |

|We practice teamwork by: |Acknowledging each other by name. |

| |Giving praise when a good job is done. |

| |Saying “Hello”, “Please”, and “Thank you”. |

| |Welcoming, assisting and orienting new staff. |

| |Being on time for work and meetings, and notifying a designated person if we will be absent or |

| |late. |

| |Informing the appropriate person when leaving the work area for any reason. |

| |Disagreeing with colleagues in private. |

| |Always linking problem identification with problem solving suggestions. |

| |Helping others with our “know how” and asking for help from others when we need it. |

|We take pride in our |Maintaining clear, uncluttered public workspaces. |

|environment by: |Discarding trash in proper receptacles. |

| |Cleaning up after ourselves. |

| |Eating and drinking only in designated areas. |

| |Keeping bulleting boards clean and up to date. |

| |Reporting spills or slippery floors and other safety hazards immediately. |

| |Reporting a need for repair, no matter how minor, to the appropriate department when we identify |

| |one. |

| |Keeping noise level at minimum. |

|We practice telephone etiquette|Answering the telephone promptly. |

|by: |Identifying ourselves to callers by name and department. |

| |Asking permission to place a caller on hold and waiting for an answer. |

| |Calling the person back promptly with the appropriate information, as promised. |

| |Paying full attention to the caller by stopping our work and avoiding side conversations. |

| |Remaining calm with an angry caller; the most important thing we can do is listen. |

In caring for patients, what a difference an Age makes!

YOU, as the health care professional, can make a difference if you understand your patient’s age specific needs.

Age-Stages: Tip Sheet

65+yrs

Assess mental status first! Remember that the elderly do not lose their rights as humans beings because they are “old”

40s-60s

Patients are aware of finite life span. Understand their concerns with finances, work, responsibility/ pressures.

20+yrs

Concerned with future ramifications of illness.

12-19yrs

Do not assume maturity! Meet their need for privacy, making choices, and independence.

4-11yrs

Children frequently want to please authority. They can be reasoned with.

12mons-3yrs

A child is forming a identity. They will test their environment.

0-6mons

Interpret the baby’s “cries”. Remember they can identify parents and therefore experience separation anxiety.

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St. Luke’s

Roosevelt

Beth Israel

St. Luke’s

Roosevelt

R

Long Island

College Hospital

NY Eye &Ear

Infirmary

Updated 5/03

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