Volunteering info

Question 1

(what can a volunteer do?) in patient areas: … visitors, pass …, perform … and … rounds, answer …., stock …. and sit with ….; … assistance in our departments

Answer 1

orient; water; comfort; safety; call bells; supplies; patients; clerical

Question 2

(volunteer restrictions) No … work, No … or observing …, No …, No …, …, …, helping to …, performing …, assisting staff with …, etc.

Answer 2

clinical; shadowing; patient care; pharmacy; lifting; bathing; feeding; bathroom; tests; clinical care

Question 3

Gift policy– do not

Answer 3

accept gifts

Question 4

report lost … or … to volunteer services immediately

Answer 4

ID; uniform shirt

Question 5

Absence from 1 day - 2 weeks: notify

Answer 5

unit supervisor

Question 6

absence for 2 weeks or more: notify

Answer 6

unit supervisor & volunteer department

Question 7

(dress code) well …, no visible …, no heavy …/….

Answer 7

groomed; tattoos; perfume; cologne

Question 8

(dress code) fingernails: … and .., no longer than …, no …. or …, nail polish: … and …

Answer 8

neat; trimmed; 1/4 in; artificial nails; wraps; smooth & un-chipped

Question 9

(dress code) no …, …, …., or ….

Answer 9

jeans; shorts; scrubs; open-toed shoes

Question 10

(elevator etiquette) if elevators open with a patient on it, please wait for

Answer 10

another elevator

Question 11

(elevator etiquette) if you are in an elevator and it opens and a patient needs to be transported, please …. the elevator and …

Answer 11

exit; take the next one

Question 12

(elevator etiquette) volunteers are to use their … and the set of …. in the back of the building

Answer 12

ID badge; four service elevators

Question 13

(volunteer conduct) volunteers must behave …

Answer 13

professionally

Question 14

(volunteer conduct) do not ask staff questions about

Answer 14

patients’ treatments

Question 15

(volunteer conduct) Please stay out of conversations between a … or … and a …

Answer 15

nurse/doctor and a patient

Question 16

(volunteer conduct) do not listen in on conversations about … around …

Answer 16

patients; nurses station

Question 17

(volunteer conduct) do not watch …or …

Answer 17

tv; talk on the phone

Question 18

(sexual harassment policy) hostile work environment exists when one’s behavior within a workplace creates an environment that is difficult for ….

Answer 18

another person to work in

Question 19

(sexual harassment policy) hostile work environment:
verbal- obscene …, …, …, persistent requests for a ..
nonverbal- …, …, suggestive … or …
physical: …, …, unwelcome …

Answer 19

jokes, remarks, rumors; date
gestures; staring; cartoons or images
cornering; blocking; touching

Question 20

(customer service) communicate with patients using AIDET: a proven method of communication that conveys … and reduces …

Answer 20

respect; anxiety

Question 21

(customer service)
A: … the patient by their …
I: …, including your … and ..
D: …- please give the … for your visit
E: …. why you are in the …
T: ….- … the patient for their … and add “Is there anything ….”

Answer 21

acknowledge; name; introduce yourself; name; role; duration; timeframe; explain; patient’s room; thank you; thank; time; else I can do for you?”

Question 22

(customer service) when responding to a patient request, always tell what you … do and not what you …

Answer 22

CAN; Can’t do

Question 23

(customer service) patient advocate can be reached at extension … from any hospital phone: helps to solve patient … and …, aids …, … and their …

Answer 23

2041; concerns; problems; patients; family members; visitors

Question 24

(guiding visitors) do not let visitors …, all visitors must register at the …

Answer 24

roam; front desk

Question 25

(guiding visitors) visitors receive a ... for the unit they are visiting.

Answer 25

pass;

Question 26

(guiding visitors) if someone asks you for directions and they already have a ..., then walk them to their destination. if a visitor does not have a..., escort them to the ...

Answer 26

pass; pass; front desk

Question 27

(age specific & culturally competent care) every patient has the right to have their cultural, psychological, spiritual, personal values, beliefs and preferences

Answer 27

respected

Question 28

(age specific & culturally competent care) JCMC has a ... and non-denominational ... available

Answer 28

linguistic bank; chapel

Question 29

(age specific & culturally competent care) Culture: health and healing beliefs systems ..., attitudes towards health providers ...

Answer 29

vary; vary

Question 30

(age specific & culturally competent care) be aware of ... and how eye contact and hand gestures might be ...

Answer 30

cultural differences; misinterpreted

Question 31

(age specific & culturally competent care) do not ... a patient without their permission, even as a gesture of ...

Answer 31

touch; comfort

Question 32

(age specific & culturally competent care) be aware of physical impairments such as ..., ..., and ..... Take your cue from the person and .... accordingly

Answer 32

speech; hearing; visual challenges; modify your interaction

Question 33

(Det Norske Veritas- D.N.V) a free-standing, autonomous and independent foundation that provides quality based ... and ... to hospitals

Answer 33

accreditation; clinical excellence certification

Question 34

(confidentiality) we must protect patient information from ... and ...

Answer 34

inappropriate and unnecessary disclosure

Question 35

(confidentiality) patients have the right to control who will ... their ..., ... health info

Answer 35

see; protected; identifiable

Question 36

(confidentiality) only those people with an authorized reason for "need to know" will have ... to protected info

Answer 36

access

Question 37

(HIPAA) HIPAA:

Answer 37

Health Insurance Portability and Accountability Act

Question 38

(HIPAA) Establishes national standards to .... and other personal ....

Answer 38

protect individuals' medical records; health information

Question 39

(HIPAA) the rule requires appropriate safeguards to protect the privacy of personal health info, and sets ... and ... on the ... and ... that may be made of such info without ...

Answer 39

limits; conditions; uses; disclosures; patient authorization

Question 40

(HIPAA) the penalties for noncompliance are expensive and can range from .. to ... per violation, with a maximum penalty of ... for violations of an identical provision

Answer 40

$100; $50,000; $1.5 million per year

Question 41

(protected health information- P.H.I.) consists of any info that can ... a patient and relates to their ..., ..., or ... for ...

Answer 41

identify; health condition; treatment; payment; healthcare

Question 42

(protected health information- P.H.I.) includes a variety of info in .., .., or ... format

Answer 42

written; electronic; oral

Question 43

(protected health information- P.H.I.) we are expected to safeguard PHI by knowing and following ...

Answer 43

HIPAA Privacy and Security policies

Question 44

(protected health information- P.H.I.) failure to safeguard our patients' info can break the trust our patients have in the way we

Answer 44

provide care

Question 45

(Minimum necessary rule) amount and types of PHI used or disclosed is restricted to the ... amount of PHI necessary to ...

Answer 45

minimum; satisfy the request

Question 46

(Minimum necessary rule) .... must be taken not to disclose more than the minimum amount of PHI necessary to accomplish the ....

Answer 46

reasonable efforts; intended purpose

Question 47

(protecting confidentiality) close ... and speak in ...

Answer 47

curtains; soft voices

Question 48

(protecting confidentiality) avoid discussions about ... in ... or ...

Answer 48

patients; elevators; public places

Question 49

(protecting confidentiality) do not leave messages on answering machines regarding

Answer 49

conditions or test results

Question 50

(protecting confidentiality) do not leave any PHI

Answer 50

unattended

Question 51

(protecting confidentiality) when you are finished with PHI, return it to the ...

Answer 51

proper location

Question 52

(protecting confidentiality) point computer screens so visotrs and people walking by

Answer 52

cannot view it

Question 53

(protecting confidentiality) make sure to discard any paper PHI ... Place it in a ..., not a waste basket

Answer 53

properly; confidential shredding bin

Question 54

(protecting confidentiality) do not repeat ino to anyone at any ..., even when no longer a volunteer

Answer 54

time

Question 55

(providing social and emotional support while respecting HIPAA) some patients might be ...or ... and appreciate a little ... or ... from a visitor. just be sure to keep it ... when you leave

Answer 55

bored; lonely; comfort; small talk; confidential

Question 56

(corporate compliance) if you become aware of any unauthorized use, disclosure, loss, theft, breach or suspected breach of any PHI, you must immediately .... the improper use, disclosure or breach to the ... or anonymously through the ...

Answer 56

report; Privacy Officer; Compliance Hotline

Question 57

(corporate compliance) Privacy officer: shani newell:

Answer 57

201- 915- 2789

Question 58

(corporate compliance) compliance hotline

Answer 58

800-780-1140

Question 59

(E.M.T.A.L.A) stands for

Answer 59

Emergency Medical Treatment and Active Labor Act (1986)

Question 60

(E.M.T.A.L.A) Federal law requiring hospitals to provide care to anyone needing ... regardless of ... status or ability to ...

Answer 60

healthcare treatment; insurance; pay

Question 61

(E.M.T.A.L.A) referred to as the "..." law. it was designed to prevent hospitals from transferring uninsured or Medicaid patients to public hospitals without, at a minimum, providing a .... to ensure they were stable for ...

Answer 61

anti-dumping; medical screening examination; transfer

Question 62

(health safety facts) stay home when you are sick get vaccinated against the ... yearly obtain annual ... skin testing report exposure to ... and .... if it occurs sneeze or cough into your sleeve

Answer 62

flu; tuberculosis; blood; body fluid

Question 63

(blood & body fluids) treat all blood and bodily fluids as though they may be ... never ... blood or body fluids

Answer 63

infectious; touch

Question 64

(blood & body fluids) if you notice a blood or body fluid spill, do not attempt to .... Notify a ... immediately. They will ensure that the substance is removed according to hospital policy

Answer 64

clean it up; staff member

Question 65

(isolation precautions) occasionally, a patient's illness will require the use of isolation precautions to help prevent spread of infections. they will have a large ... outside their door and a ... on the doorway

Answer 65

cart; sign

Question 66

(isolation precautions) volunteers should never enter the room of a patient on .... this is for the protection of both the patient and volunteer

Answer 66

isolation precautions

Question 67

(hand hygiene) hand washing is very important and is especially true if you work in ..., where poor hand hygiene can infect patients our policy includes washing your hands on ... and .... any patient room or area

Answer 67

health care; entering; exiting

Question 68

(waterless hand sanitizer) active ingredient is alcohol, which is .... can only be used when han ds are not ...., must be allowed to ...

Answer 68

flammable; visibly soiled; dry thoroughly

Question 69

(reporting a potential/actual emergency) if you see a potential emergency or something suspicious, call ... ext .... for security

Answer 69

201-915-2000; 3333

Question 70

(reporting a potential/actual emergency) from phones in the hospital, just dial ... for security central station

Answer 70

2045

Question 71

(reporting a potential/actual emergency) for an actual emergency from thehospital building, dial

Answer 71

8

Question 72

(reporting a potential/actual emergency) actual emergencies include: ..., threat of ..., .... spills, unusual ...., ..., .... emergencies

Answer 72

fire; violence; chemical; odors; trauma; medical

Question 73

(emergency codes) code red: .... code orange: hazardous ... code silver: ... or ... situation

Answer 73

fire; spills; weapon; hostage

Question 74

(emergency codes) code grey: security emergency which includes .... or ....

Answer 74

patient elopement; combative person

Question 75

(emergency codes) code blue: ... emergency | amber alert: .../... ...

Answer 75

adult medical; infant/child abduction

Question 76

(emergency codes) for amber alert immediately secure all nearest ... and ... in your area, no one is allowed in or out of the facility, all volunteers need to be observant of people and notify security if you see something suspicious

Answer 76

exits; stairwells

Question 77

(emergency codes) internal triage: internal ...-- ... or ... threat, .... down, major ... problems and ... or ... outage

Answer 77

emergency; bomb; bomb; computer network; plumbing; power; telephone

Question 78

(emergency codes) external triage: external ...- mass ..., severe ..., massive ... outages and ..., ..., and ... accidents

Answer 78

disaster; casualties; weather; power; nuclear; biological; chemical

Question 79

(emergency codes) when code triage is announced, all volunteers should report to their immediate ... for ...., assignments may include: hostess in ... and ..., ... service for relatives of emergency victims, assignment to ... to assist with non-medical needs, ... to various areas and other tasks as required

Answer 79

supervisors; delegation of duties; lobby; cafeteria; patient care units; messenger service

Question 80

know the location of all ..., ... and ...

Answer 80

exits; alarms; fire extinguishers

Question 81

be aware of ... located on every patient care unit and throughout the hospital

Answer 81

evacuation route maps

Question 82

report any situations you consider to be of a suspicious nature to

Answer 82

security

Question 83

(R.A.C.E--> code red fire) R.A.C.E:

Answer 83

rescue, alarm, contain, extinguish/evacuate

Question 84

(R.A.C.E--> code red fire) rescue: all persons in danger from ... or .... relocate them to a safe area away from the .... Hospital adminsitration decides when other patients need to be ...

Answer 84

smoke; fire; fire; evacuated

Question 85

(R.A.C.E--> code red fire) alarm: pull a manual pull station ..., located near every ..., .... and in the ... Dial ... to report the fire

Answer 85

alarm; exit; stairwell; hallways; 8

Question 86

(R.A.C.E--> code red fire) contain: close all ...., ... first. smoke travels faster than ... and causes the most ... and ...

Answer 86

doors; patients; fire; problems and damage

Question 87

(R.A.C.E--> code red fire) extinguish/evacuate: extinguish if possible. fire extinguishers are located in the .... and on the .... in some departments. most of the extinguishers on nursing units are the ... type and can be used on all types of fires

Answer 87

hallways; walls; A-B-C;

Question 88

(R.A.C.E--> code red fire) or evacuate: administration decides. first ..., then ...

Answer 88

horizontally; vertically

Question 89

(R.A.C.E--> code red fire) to operate an extinguisher: PASSS

Answer 89

Pull Aim Squeeze Sweep

Question 90

(R.A.C.E--> code red fire) Pull the

Answer 90

pin

Question 91

(R.A.C.E--> code red fire) Aim

Answer 91

nozzle at base of fire

Question 92

(R.A.C.E--> code red fire) squeeze the

Answer 92

handle

Question 93

(R.A.C.E--> code red fire) sweep nozzle

Answer 93

side to side

Question 94

(hazardous materials and waste) hazardous materials are defined as ... (disinfectants, detergents, etc.), ... materials, hazardous ... (chemotherapy drugs), and .... materials (blood, body fluids, mucous)

Answer 94

chemicals; radioactive; drugs; infectious

Question 95

(hazardous materials and waste) red bags with biohazard symbol are for ... and .... do not throw any other trash in these

Answer 95

blood; body fluid waste

Question 96

(hazardous materials and waste) all containers in our hospital must be .... if you see a container that is not, let your ... know

Answer 96

labeled; department manager