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Welcome! Volunteer Orientation Getting to Know You Jeannie Sells, Adm. Asst. Wendy Turner, Manager Jayme Cornell, Supervisor Casey Headley, Supervisor The Volunteer Staff Providence Hospital A Look at our History The Original Commitment Commitment PRMCE Today Broadway Offices Cancer Partnership Colby Campus Healthcare Clinic Pacific Campus Providence Medical Group Women & Children’s Pavilion Commitment Our Mission This is what we do. Our reason for existing. As people of Providence, we reveal God’s love for all, especially the poor and vulnerable, through our compassionate service. Commitment Our Vision This is why we do our mission. Together, as people of Providence, we answer the call of every person we serve: Know me. Care for me. Ease my way. Commitment Our Core Values This is how we carry out our Mission. Respect Compassion Justice Excellence Stewardship Commitment Compliance HIPAA – Patient Privacy Compliance May 2015 Training and Education is one element of an effective Compliance Program Course Objectives – At the end of this module, you will be able to Understand the Compliance Program Identify acceptable behaviors set forth by the Code of Conduct Describe compliance, privacy, and security Key Risk Areas Identify your responsibilities as a caregiver and the process for Reporting a Concern In the event Providence is investigated for wrongdoing, the fines and penalties can be greatly reduced or eliminated if there is proof of an effective Compliance Program. INTEGRITY & COMPLIANCE May 2015 Our reputation is based on our Commitment to Integrity in the delivery of quality patient care and other services. The following are some key Compliance risk areas: Conflicts of Interest: Occur when our personal interests or activities may influence our actions and decisions. Examples: Working for a Providence competitor, opening a competing business, or using Providence resources for personal benefit. Gifts and Entertainment: Create a risk that our judgment and decisions can be influenced. In some cases, accepting gifts and entertainment may be considered a Violation of Federal and/or State laws. Example: Accepting gifts from patients is not allowed, except for consumable gifts (i.e. box of cookies) that can be shared. No cash or cash equivalent gifts are allowed. Disruptive Behavior: Providence does NOT tolerate disruptive behavior and will discipline all caregivers in accordance with policy. Providence expects caregivers to: Treat everyone in a respectful manner and speak in a respectful tone Handle conflicts or disagreements in an appropriate manner and setting INTEGRITY & COMPLIANCE May 2015 Privacy: restricts the use and disclosure of confidential patient, client, caregivers, and business information with which we work each day. Security: keeps our information secure, which includes awareness of potential threats to our computer systems. Privacy & Security Requirements: Must be enforced for : Protected Health Information (PHI) Personally Identifiable Information (PII) Confidential Information (CI) PHI, PII, & CI may include internal documents, patient medical records or data which, if lost or stolen could compromise the privacy of our patients and caregivers, or seriously damage our business or reputation. Protecting this information through strong privacy and security practices is everyone’s responsibility. PRIVACY & SECURITY May 2015 Protected Health Information (PHI): Patient information spoken or recorded in any form, created or received by a health care provider, health plan, public health authority, employer, life insurer, school or university, or health care clearinghouse that relates to the past, present or future physical or mental health or condition of an individual or past, present and future payment for treatment and care of an individual. Personal Identifiable Information (PII): Information that uniquely identifies an individual (e.g., name plus one of the following: social security number, driver’s license or ID card number, date of birth, financial information such as credit card number). Most states have laws requiring that individuals be notified in certain circumstances if their PII has been compromised. Confidential Information (CI): Any information regardless of format, about patient, caregivers, students or business operations that Providence deems should NOT be available without specific authorization. Loss or inappropriate access to this kind of data could harm patients and Providence’s ability to do business. PRIVACY & SECURITY May 2015 Unauthorized Access: No one has a right to access or use patient information for reasons other than the performance of his or her duties. This Protects the privacy of the patient. Remember to access and use only the information you need to do your job. Do not look up medical records of your: spouse partner children relatives Do not look up medical records of a fellow caregiver or volunteer Do not look up the records of a celebrity or well-known figure Do not share information about patient care with anyone who does NOT have a need to know Computer Security: If you use a computer you must: Protect your ID and password and do not share or use another caregiver’s ID or password Access the minimum necessary to perform your duties Lock your screen or close open applications when leaving your workstation Do not open links or attachments from people you do not know PRIVACY & SECURITY May 2015 Please remember: Everything you see, do, or hear while volunteering is confidential. You will see members of the community as you perform your duties, Providence expects you to protect and respect their privacy. If you learn that a friend or a neighbor is in the facility, you should not contact them without their invitation. Privacy issues often arise from gossip or genuine care and concern. Be careful to not share information learned on the job. You can share what you read in the newspaper but know people will assume you have the “inside scoop.” When you discuss information, preface it with its source. Example: “The newspaper indicated the accident was very serious.” Know what you will say when someone asks "What about that car accident last night?" Your reply should be automatic and consistent, "I don't know about the car accident and if I did, I couldn't tell you as I am required to protect the private information of all patients." PRIVACY & SECURITY May 2015 Texting: Under NO circumstances should you transmit, PHI, PII or CI via text messaging. Photography: Caregivers may take photos of patients and their family and friends when requested by the patient, using the patient’s camera, smartphone, video camera or tablet PC. If it is a shared hospital room, care must be taken to avoid photos of the other patients. Hospital caregivers may be included in photos with patients with their permission. Social Medial Risks: Caregivers may not disclose ANY patient, health plan member, employee, student resident, or other business proprietary information via social media, even if you do not mention them by name. Disclosure of confidential information can leave Providence vulnerable to HIPAA and/or other regulatory violations and caregivers open to individual disciplinary measures, personal fines, and potential jail time. Social Engineering Risks: Cyber criminals use social medial to trick people into sharing confidential information they would not ordinarily share. You should ALWAYS be cautious about who you befriend via social media and NEVER provide confidential information or information about Providence patients or caregivers in any social media environment. PRIVACY & SECURITY May 2015 Important Practices: With new Federal Regulations, it is more important than ever for caregivers to follow the Minimum Necessary Requirement when using or disclosing PHI. The Minimum Necessary Requirement means only accessing or disclosing PHI needed to do your job. Caregivers should ask themselves before accessing information, “Do I need to access this information for a work related task I am assigned to, and/or, what is the minimum amount of information I need to get the job done?” Sanctions: Providence is committed to investigating all alleged violations of laws, policies, standards or procedures. Violations may result in disciplinary action, up to and including termination of volunteerism. In addition, the Federal Government can impose fines, civil, and/or criminal penalties. PRIVACY & SECURITY May 2015 Reporting Options: When faced with an Integrity, Compliance, or Privacy concern, you should use the four-step reporting process: 1.Discuss the matter or concern with your immediate supervisor. 2.Discuss the matter with the department manager. 3.Contact your local compliance and privacy manager _ Theresa Bervell (email: [email protected]; Phone: 425261-4538) or email Privacy Office at [email protected] 4.You may report concerns anonymously by a) Integrity Online Click this Link to File a Report Online or b) Calling the 24/7 Integrity Line at (888) 294-8455. If you feel uncomfortable with steps 1, 2 or 3 for any reason, go to step 4 and report your concern using the Integrity Online tool or by calling the Integrity Line. All caregivers have a duty to promptly report activity that appears to violate laws, rules, regulations, standards, federal health care conditions of participation or the Code of Conduct. REPORTING A CONCERN May 2015 Non Retaliation: Providence has a Non-Retaliation policy. All caregivers can report a concern in good faith without fear of retaliation. If you have any questions or concerns, please use the following available resources in your ministry: Volunteer Services Manager: Wendy Turner ([email protected]) PRMCE Compliance and Privacy Manager Theresa Bervell (email: [email protected]; Phone: 425-2614538) or Email the Privacy Office at [email protected] RESOURCES Know the Codes Compliance Emergency Call Boxes Compliance Infection Control Compliance Unwell? Stay at Home! Compliance Hand Hygiene 80 % of infectious diseases are spread by touch… Compliance Keep Them Clean! Insert hand hygiene video http://pspb.org/client/handhygiene/Hand Hygiene_WEB.wmv Wash Me! Isolation Precautions Compliance Wardrobe Do’s & Don’t’s Compliance ID Badge Compliance The most IMPORTANT part of your uniform is… A SMILE! Compliance Communication Empathy: The Human Connection to Patient Care Communication The “10 Foot” Rule Communication “How do I get to…?” Go to the dne of the rodirroc and ekat the tsrif thgir just after the ortsib. Wollof the yawllah past yrotaripser ypareht. Ygoloidar will be on your left. Kcehc in at the tsrif desk. Communication Don’t Tell Them Escort Them Communication Diversity – All different but all respected. Communication Limitations and Boundaries Communication Volunteer Information and Expectations Communication VicNet Communication Scheduling Changes and Absence Guidelines 425.261.4580, #1 [email protected] Communication Flu Shots Gym Banquets Free Parking Volunteer Appreciation A few ways PRMCE says “Thank You!” to Volunteers Welcome to the Team Thank you for being here! As a volunteer, you impact the lives of many people in our community.