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Volunteer Services DepartmentPROCEDURES MANUALAlso available online at:www.torrancememorial.org/volunteers

TABLE OF CONTENTSGENERAL POLICIES AND PROCEDURES White Pages Types of HospitalsTorrance Memorial Medical Center, Auxiliary and Volunteer ServicesVolunteer CommitmentParking and Security Procedures – Parking, ID Badges, Security and Background ChecksBenefits of VolunteeringVolunteer InjuriesVolunteer Services Department Policies General Information – Orientation, Training and Assessments, Assignments, Timekeeping, Dining Absences Hours Counseling, Complaints and Concerns Professionalism – Cell Phones, Release of Information and Conversations with Parents Telephone Procedures Volunteer Uniform/Badges and PinsTorrance Memorial Medical Center Guidelines General Guidelineso Service Excellence, AIDETo Patient Environment of Careo Visitorso Patients’ Rightso Suggestions, Complaints or Concernso Working with Patientso Confidentiality Guidelineso Newborn Surrender Policy Infection Control Policies – Hand Hygiene, Wiping Equipment and Flu Season Elevator Procedure – Etiquette and Use of Elevators Emergency 5-17181920-21ESCORT SERVICES PROCEDURES AND GUIDELINES FOR WORKING WITH PATIENTS Goldenrod Pages Department Policies for Working with Patients1Wheelchairs2o Operating InstructionsUse of Elevators2o Lundquist Towero Central Towero Lab Specimenso FlowersPatient Discharges3-4o Patients who are ambulatoryo Patients who are non-ambulatory or too heavy to pusho Ambulatory patient driving self-homeo Mother-Baby Dischargeso Neonatal Intensive Care Unit Dischargeso Short Stay (4T) Dischargeso Lundquist Tower Dischargeso Central Tower, East/North Wing DischargesTransporting Patients5o Risk for Fallso Wheelchair TransportsRestrictions on Patient Care Units5o Quiet Timeo Medication AdministrationLab Specimen Deliveries5Procedure for Laboratory SpecimensDeliveries to Patients6-7Delivering Cards and Email to PatientsDelivery ProcedureHelpful Hospital Terminology8-10What Does That Code Mean – And What Am I Supposed To Do?Back Cover

DIFFERENT TYPES OF HOSPITALSThere are four basic types of hospitals in the U.S.A.TAX-SUPPORTEDVeterans’, State and County hospitalsNOT-FOR-PROFITNo individual or groups of individuals benefit from the profits of the hospital.Funds are turned back into the hospital for equipment and daily operations ofthe facility.INVESTOR-OWNED/PROPRIETARYThe hospital is owned and operated by individuals, groups or corporations whobenefit from the profits.HEALTH MAINTENANCE ORGANIZATION (HMO)A Health Care Insurance plan that dictates which doctors and hospitals thepatient visits.TORRANCE HOSPITALS: Little Company of Mary (religious) L.A. County Harbor-UCLA Medical Center Torrance Memorial Medical CenterNot-for-ProfitTax supportedNot-for-Profit1Revised May 2016

HISTORY OF TORRANCE MEMORIAL MEDICAL CENTERTorrance Memorial Medical Center, the oldest health-care facility in the SouthBay/Peninsula area, is a 446 bed, community, not-for-profit, general acute-care facilityrelying on its own resources and those contributed through the generosity of individuals,industry, service groups, and volunteers. No tax dollars are spent at TorranceMemorial.Originally built on Engracia Avenue in the heart of Torrance, the hospital was relocatedto its present 10-acre site on Lomita Boulevard in 1971. Our new 256-bed LundquistTower opened in November, 2014.Torrance Health Association, Inc. is the parent company of Torrance MemorialMedical Center, which is part of the Torrance Memorial Health System.Torrance Memorial Foundation is the fundraising arm of the Corporation.The Board of Trustees of Torrance Memorial is comprised of 12 members,representing a cross-section of the medical staff, business and industry and thecommunity. The office of trustee is voluntary, and each member is elected to serve athree-year term.The Medical Staff of Torrance Memorial is composed of approximately 1,000physicians.The Torrance Memorial Medical Center Auxiliary was founded in 1951 andincorporated in 1954 as a non-profit corporation for service and financial support for themedical center. This Corporation is the only auxiliary for the medical center and adultvolunteers are asked to join. Annual dues for Auxiliary members actively volunteeringare 10.00. There are over 700 active adult volunteers and 900 Auxiliary members.The Auxiliary has donated overinception. 6.4 millionto Torrance Memorial since itsThe Volunteers donate over 167,000 hours annually.2Revised May 2016

TORRANCE MEMORIAL MEDICAL CENTERChairperson, Board of Trustees. . Greg GeigerChief of Staff . . Vinh T. Cam, M.D.President, Torrance Memorial Foundation . . Mark Lurie, M.D.SENIOR ADMINISTRATIONPresident/Chief Executive Officer . Craig LeachSenior Vice-President/Planning & Development. Sally EberhardSenior Vice-President Patient Services/CNO . Peggy Berwald, R.N.AUXILIARY BOARD OF DIRECTORSPresident . David SatoPresident-Elect . Donna CohenVice-President Hospital Services. Margaret JohnstonVice-President Membership . Patrice CullenSecretary . Claire HirataTreasurer . Krissie DouglasGift Shop Chairperson . Tina TrudnowskiGift Shop Chairperson . Gail LongSpecial Events Chairperson . Stuart WilsonPublic Relations Chairperson . Tracy IsenbergProgram Chairperson . Valerie PunzalParliamentarian . Bea ManticoLegislative Issues Chairperson . Dennis FrandsenHistorian . Shirley CookDirector, Service Excellence (ex officio) . Mary MatsonVOLUNTEER SERVICES DEPARTMENT STAFFVolunteer Office310.517.4752DirectorMary Matson310.784.3737CoordinatorRuth Velasco310.257.5748CoordinatorDebbie Hight310.257.5714Office AssistantMarcela Agudelo310.257.5713Office AssistantErica Valle310.517.4753Patient Experience AnalystChris bsitewww.TorranceMemorial.org/volunteersTo obtain most recent updates on what is happening in Volunteer Services, please logon to our Website.TorranceMemorial.org/volunteersUser ID: volunteerPassword: volunteer2016To contact our office for general questions, upcoming absences or schedule changes,email us at: volunteerservices@tmmc.com3Revised May 2016

VOLUNTEER COMMITMENTA goal of Torrance Memorial Medical Center is to positively and affirmatively providequality patient care. As a volunteer at Torrance Memorial, I understand the medicalcenter’s human relations values and respect for patient’s rights. I recognize thatTorrance Memorial Medical Center considers appropriate communication, positive guestrelations, hospitality, and warmth to be the basic aspects for a successful environment.I recognize the importance of good communication with staff, visitors, patients, doctorsand fellow volunteers. I agree to perform my work in a responsible and caring mannerand believe it is of primary importance to: Maintain and enhance the self-esteem of all the people with whom I speakpersonally and by telephone. Show respect and warmth to patients, staff, visitors and fellow volunteers bycommunicating appropriately (i.e., greeting people by name, acknowledgingtheir presence, and smiling). Knock and announce my presence before entering a patient’s room and notenter if physician is present or nurse/clinical staff is providing care. Whenever possible, greet the patient by name, using Mr./Mrs./Ms.Introduce myself as a volunteer and state my purpose. Utilize AIDET as acommunication model. Provide explanations of procedures, rules, and policies that apply to thepatient, and answer questions in a warm, pleasant, and informative mannergiving complete, timely information to the best of my ability. I will notprovide my personal opinion or give advice relating to medical or patientcare. Provide reasonable responses to reasonable requests for service made bystaff, patients, visitors and fellow volunteers. Recognize my responsibility for protecting the confidentiality of all patientsand patient information at all times and in all places. Contribute to a positive working environment in my department/service areaby doing my volunteer work to the best of my ability, arriving on time,supporting teamwork, and communicating with everyone in person or on thetelephone in a pleasant and professional manner. Present myself to others in professional manner. Keep social discussions out of direct patient care areas. Recognize responsibility for helping to create a positive, productive andharassment-free working environment. Sign the Torrance Memorial Standards of Behavior agreement.4Revised May 2016

PARKING AND SECURITY PROCEDURESParkingFree parking is provided to volunteers in both the Main and West parkingstructures. Volunteers must park only on the 5th level in the Main structureand on the 3rd-6th floor in the West structure. Volunteers can also park in the Skyparkparking lot E behind the medical center, the employee lot across Lomita Blvd, and theoff-campus lot at Skypark & Madison (adjacent to airport). Do not park in the McMillenbuilding or nearby medical building parking lots -- vehicles may be towed!Volunteers with a California handicapped parking placard may park in any handicappedparking space on campus. Spaces are provided in the West structure near theelevators on all levels and in the Main parking structure on several floors.Volunteers physically unable to walk the distance between the parking structures andthe Medical Center should contact the Volunteer Services office for assistance.Parking DecalsAll volunteer and staff vehicles parked on campus must have a Torrance Memorialparking decal on the lower left side of the rear window of any vehicle parked oncampus. A parking decal(s) will be issued on the first day of volunteer service. Staff arenot permitted in the Main structure, although volunteers are permitted at this time.All student volunteers who drive must place a parking permit tag on their rearview mirrorwhile volunteering. They may receive a permit on their first day of service.Identification BadgesAn identification badge will be provided at no charge to volunteers on their first day ofservice. The badge must be worn at all times, clipped to the right uniform collar.During an approved leave of absence of over six months, or when a volunteer leavesthe program, the I.D. badge and uniform jacket must be returned to the VolunteerDepartment.Security and Background ChecksThe Security department may be reached at ext. 26500 for any security or personalsafety concerns you may have.To maintain a safe environment all volunteers will be cleared through a backgroundcheck prior to volunteering. Background checks include a criminal and sex offendersearch.5Revised May 2016