Auxillary
- formed in 1954 to raise money to build Sharp
- still has fundraisers for the hospital
- all volunteers are automatically Auxillary members
Qualities of a Volunteer
- Professional Appearance
- Reliable
- Trustworthy
- Sense of Humor
- Active Listener
- Proactive
- Calm/Emotionally stable
What makes the Sharp experience?
Behavior Standards, Commitment and Shared Purpose
Onstage Behavior - where guests CAN see you
- Look approachable
- Escort guests
- Be alert and attentive
- Smile and greet
Offstage Behavior - where guests CANNOT see you
- Texting/talking on phones in break rooms or cafeteria
- Eating, drinking, chewing gum in break rooms or cafeteria
- CELLPHONES ARE ONLY ALLOWED OFFSTAGE
Explain the “Attitude is Everything” standard.
- Greet people with a smile and a “hello”
- Be gracious
- Escort people correctly *most important job of a volunteer
- Be reasonable to better connect with others
- Key words = key times Ex: “Is there anything else I can do for you?”
Explain the “Teamwork” standard.
- Team members should all share this common vision:
Make Sharp the best place to be.
Explain the “Service Recovery” standard.
When a guest’s expectations aren’t met:
- Find out what wasn’t done right
- Pass that info to the supervisor
- Share successes and failures
When interacting with frustrated people:
- Take out pad and pen
- Ask their name, introduce yourself
- Listen to their complaints
- Explain your solution of improvement
Explain the “Service Excellence” standard.
- Create meaningful and memorable experiences at Sharp
Explain the “Courteous Communication” standard.
- Body language, tone and word choice MATTERS.
Words that work:
“Let me find that information out for you”
“Please, allow me to escort you:
Words that don’t work:
“Calm down”
“That’s not my job”
“Everything will be alright” *NEVER TELL A PATIENT/VISITOR THIS.
Explain the “Zero Harm” standard.
Card 1
- Sharp pushes to ensure a safe environment
- Reducing mistakes and preventing them from happening again
- STAR: stop, think, act, review
- SBAR: situation, background, assessment, recommendation
- CUS: concerned, uncomfortable, stop
- Think safe, be safe
- Always report any issues as soon as you find them
- Active Shooter Awareness
- 3 options in this order: Run, Hide, Fight
Worker’s Compensation
If injured, or if you contact an illness, report it to your department staff immediately and complete an Accident Report form and Treatment Form before your shift ends.
Hospital Emergency Codes (6)
Code Blue: Someone is dying - volunteers not involved
Code Red: Fire
Code Green: Unruly behaviour
Code Yellow: Armed intruder
Code Triage: Internal or External Disaster
Code Purple: Infant Abduction
***NEVER CALL 911 UNLESS ASKED TO DO SO
Explain the “Zero Harm” standard.
Card 2
If you see Fire:
RACE - rescue, alarm, contain, evacuate
- RACE to assembly location behind hospitals
If the use of a Fire Extinguisher is required:
PASS - pull, aim, squeeze, sweep
When should I wash my hands?
- Entering and leaving a patients room
- Before and after your break
- After coughing/sneezing
- When taking/removing gloves
Explain the “Mutual Respect” standard.
- Be respectful to everyone.
Explain the “Appearance Matters” standard.
- Visible ID and uniform required
- Perfume, scented lotions and hair products are NOT allowed
- Have good hygeine
Explain the “Electronic Communication” standard.
- Respond to Volunteer Services via email and phone number
- The Volunteer Kiosk tasks hours and can receive messages on them
- Respond to those messages!!!
Explain the “Diversity” standard.
- Sharp celebrates all
Extras
Leave of Absences for 2 weeks or more must be arranged with Volunteer services and NOT through your department.
