Emergency Department Volunteer

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Purpose:

Provide comfort and non-clinical assistance to patients, family members and visitors in order to provide the best possible patient experience.

• Greet and visit with patients and their family members in both the Pediatric and Main Emergency Departments
• Provide comfort and reassurance to families and visitors of ED patients and listen to concerns then report concerns to the appropriate staff
• Assist in providing location information for patients, family members and visitors, i.e. other clinical departments, subway, vending machines, local services within the community
• Provide patients with non-clinical items such as food, pillows, blankets, socks, toiletry kits, and tissues, upon request, and only if cleared by nursing staff (especially food)
• Assist staff by keeping an eye towards the patient’s current duration of stay in the ED and provide follow-up feedback to the clinical team
• Assist staff members in locating family members throughout the waiting area
• Escort patients’ family members to patients in the ED
• Respond to patient call bells and follow through with resolution for the patient
• Relay and escalate any patient questions or concerns to the proper staff member, i.e. patient’s may ask why they are still waiting for test results, bed on unit, they need discharge information, etc. Refer to Patient Relations when necessary.

• Follow the 4 P’s rounding guide:
• Pain/Position/Personal Needs (i.e. bathroom) - notify their nurse to help with any of these issues
• Possessions -- pull within arm's reach personal belongings and items needed by the patient, i.e. call bell, telephone, tray table, tissues, cell phone, etc.

• Identify opportunities for service recovery such as bagging, labeling, storing missing items and placing in appropriate location
• Run errands (pharmacy, lab), restock items when appropriate, get items for staff from the supply closet
• In cases of absolute necessity - locate wheelchairs, stretchers
• Assist patients with phone calls, assist with getting a car/cab, or escorting patients to the lobby once discharged from the ED

• Greet and visit with patients and their family members in both the Pediatric and Main Emergency Departments
• Provide comfort and reassurance to families and visitors of ED patients and listen to concerns then report concerns to the appropriate staff
• Assist in providing location information for patients, family members and visitors, i.e. other clinical departments, subway, vending machines, local services within the community
• Provide patients with non-clinical items such as food, pillows, blankets, socks, toiletry kits, and tissues, upon request, and only if cleared by nursing staff (especially food)
• Assist staff by keeping an eye towards the patient’s current duration of stay in the ED and provide follow-up feedback to the clinical team
• Assist staff members in locating family members throughout the waiting area
• Escort patients’ family members to patients in the ED
• Respond to patient call bells and follow through with resolution for the patient
• Relay and escalate any patient questions or concerns to the proper staff member, i.e. patient’s may ask why they are still waiting for test results, bed on unit, they need discharge information, etc. Refer to Patient Relations when necessary.

• Follow the 4 P’s rounding guide:
• Pain/Position/Personal Needs (i.e. bathroom) - notify their nurse to help with any of these issues
• Possessions -- pull within arm's reach personal belongings and items needed by the patient, i.e. call bell, telephone, tray table, tissues, cell phone, etc.

• Identify opportunities for service recovery such as bagging, labeling, storing missing items and placing in appropriate location
• Run errands (pharmacy, lab), restock items when appropriate, get items for staff from the supply closet
• In cases of absolute necessity - locate wheelchairs, stretchers
• Assist patients with phone calls, assist with getting a car/cab, or escorting patients to the lobby once discharged from the ED
• Straighten waiting area and notify Environmental Services if additional cleaning services are needed (especially bathrooms)
• Replenish reading materials in waiting room and discard any that are unsightly, soiled or inappropriate
• Other duties as assigned by Volunteer Services

• Check patient vital signs
• Conduct 1 to 1 (i.e. watching a patient who is at risk for falls or suicidal)
• Wound care, change of dressings
• Disconnect/connect patient from any machines/equipment (Telemetry, IV...)
• Chest compressions
• NPO Patients - Feed or provide food, drinks or water unless approved by a care team
• Diaper changes
• Toileting - cannot assist in bathroom or with a bedpan
• Interpret - You can have conversations with patient/family in other language; cannot interpret medically for patient/staff/family
• Document in patient records/charts
• Accept tips from patients/families/staff
• Perform any testing on or for patients
• Sign or initial any clinical logs or any patient records
• Access areas of the hospital that are not necessary for you to perform your role or tasks
• Perform any tasks outside of this job description without first consulting with the Volunteer Department