Sharp Chula Vista Volunteer

Proactive Sense of Humor Ability to Listen Emotional Stability/Calm Disposition Professional Appearance Reliability Ability to keep confidences

1. Quality 2. Safety 3. Service 4. People 5. Finance 6. Growth 7. Community

Everywhere patients and visitors can see you in uniform.

Taking guests where they are going Eyes alert, attentive & approachable Smiling & greeting everyone Active listening & proactive behavior

Talking/texting on personal phones is only allowed in break rooms, administrative offices & cafeteria. Eating, drinking & chewing gum is only allowed in breakroom's/cafeteria

Personal cell phones & earbuds not to be used in onstage areas. Accessing your cell phone is only allowed in offstage areas. Texting while walking violates our hospital safety policy.

1. Teamwork 2. Courteous Communication 3. Service Recovery 4. Privacy & Confidentiality 5. Diversity 6. Appearance Matters 7. Reward & Recognition 8. Mutual Respect 9. Service Excellence 10. E-Communication Manners 11. Attitude is Everything 12. Zero Harm

Attitude, compassion & demeanor create a positive first & lasting impression.

1. Greet people with a smile & "hello" 2. Take people where they are going, no directions 3. Use key words @ key times, "is there anything else I can do for you? I am a volunteer and have time." 4. Foster an attitude of gratitude, say thank you 5. Round with reason to better connect

Team members share a common vision: to make Sharp the best place to work, practice medicine and receive care.

Reward & Recognition are central to the Sharp vision and culture. Sharp recognizes volunteers by # of service hours, attendance %, helping at extra events and recognition events.

When the Sharp experience doesn't go right, we pledge to make things better.

-find out what wasn't done or done incorrectly -pass information on to your supervisor

-take out a pad & pen -ask their name & introduce yourself -listen to why they are frustrated -explain what you are going to do or who you are going to speak with to improve the issue

Through service excellence, we create meaningful and positively memorable experiences.

Body language, tone & word choice reflect respect for everyone at all times. "Please allow me a few moments to find that information" "Please allow me to escort you"

Sharp healthcare is committed to ensuring a safe environment to achieve zero harm to everyone.

Stop Think Act Review

Situation Background Assessment Recommendation

Concerned Uncomfortable Stop

-be proactive if you see something unsafe -report safety issues as soon as you find them -report all work related injuries and illnesses to supervisor

-sharp's policy to work related injuries and occupational illnesses applies to all volunteers -exposure to patients blood must be reported immediately to staff -if injured, or if you contract an illness while volunteering, you must report it immediately to staff in your department and complete an accident reporting & treatment form before the end of the shift.

-escort patients outside to smoke -transport patients with an IV, unless with a staff -retrieve anything from a patients purse/wallet -give medication to patients -give medical or personal advice -reach into the trash to retrieve something

Someone stopped breathing/their heart stopped

Fire

Disturbance/Unruly Behavior

Armed Intruder, Hostage or Shooting

Internal or External Disaster

Infant Abduction

Dial ***, Explain type of code, building & department, Extension # & room #

Rescue Alarm Contain Evacuate

Pull the pin Aim the extinguisher Squeeze the handle Sweep from side to side at the base of the flame

Respectful behavior is the cornerstone to achieving zero harm and zero defects and it demonstrates that we value each other.

Dressing & grooming professionally & maintaining a clean work environment demonstrates respect to all.

Sharp healthcare protects everyone privacy and confidentiality in all situations. -seek a supervisors assistance when faced with a confidentiality challenge -if you must discuss a patient with staff hold your convo in a private place -knock and ask permission before entering a patient room

Gives only staff care-givers access to a medical file

Individuals can be personally fined for violating a patients privacy.

Using the most appropriate channel of communication demonstrates respect for others and ensures that clear, undistorted content is received.

We recognize that our differences, unique talents and varied backgrounds come together to create a stronger whole. Sharp celebrates everyone regardless of age, gender, disability, race, ethnicity, creed, national origin, religion or sexual orientation.

4 acute care hospitals, 3 specialty hospitals

Sharp Grossmont Sharp Coronado Sharp Memorial Sharp Chula Vista

Sharp Mary Birch Hospital for Women and Newborns Sharp Mesa Vista Sharp McDonald Center

The largest health care system of San Diego

Lieutenant Donald N. Sharp, $500,00 dollars donated by his father in his name

Started by 3 women and formed in 1954 by asking for donations door to door. Raised money to reopen the hospital in 1955.

To be the best health care system in the universe.

-Malcom Baldrige National Quality Award -Magnet Status for Nursing Excellence -Planetree Designation

-when entering & leaving a patient room -before & after your break, mealtime & restroom -after coughing or sneezing -before taking gives from box & after removing gloves -use alcohol based sanitizer regularly -use soap & water for a minimum of 20 seconds -use paper towel to turn off faucet & open door