Patient Experience Volunteer

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Volunteers in our nursing units help us improve the quality of patient care by supporting the nursing staff in their day-to-day operations and assisting patients and families throughout the unit. Volunteer tasks may include interacting with patients, rounding on patient’s rooms, charting medical records, assisting in discharges, answering calls, restocking supplies, assisting nursing staff with errands, and other tasks as assigned to help the unit run smoothly and allow staff to focus more time on patient care. Your role provides assurance to the clinical team that the patients feel comfortable, their needs are being met, and that there are opportunities for immediate service recovery, as necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide excellent customer service - Volunteers should be self-motivated, engaged, friendly, and comfortable talking to patients/visitors
   • Actively contribute to creating a friendly, welcoming and safe environment for UH guests
   • Communicates clearly to ensure understanding
   • Responds to inquiries immediately whenever possible
   • Meets or exceeds customer expectations for service
   • Acts as a role model for customer service
   • Maintains professional demeanor
2. Sign-in and out and the start and end of your shift.
3. Improve patient experience by visiting with patients frequently; confirm placement of name bands
4. Deliver fresh water and ice to patient room
5. Deliver Patient Handbook and/or newspapers to patient room
6. Visit a with patients: Read to patients, Get patient magazines or sundries from Guest Relations
7. Stock linen cabinets
8. Clean patient rooms/make up beds**requires competency-ensure wearing gloves and kill time of 2 minutes
9. Provide appropriate foods and fluids to patients/clients
10. Tidy up lounge (i.e., refrigerator
11. Assist with transports ** competency required
12. Run errands to; Pharmacy for non-controlled items Deliver patient items to unit which were left behind. (i.e., pt. labels, clothes, personal items · Take specimens to the lab in biohazard bag & placed in approved container for transport ** competency required
13. Help with communication between the nurses and lobby patients
14. Check & stock supplies for: linens, urinals, bedpans, etc. Run errands to:
15. Meet and communicate regularly with Patient Representative of assigned unit.
16. Visit all the patients on assigned unit to exclude forensic and psychiatric patients.
17. Nurse call bells are a priority while rounding. Respond rapidly to ensure safety of the patient. Cancel call if the non-clinical need of the patient was met. If the patient requires clinical attention, advise the C.N.A., Charge Nurse or Unit Clerk.
18. While rounding, interaction should occur with each patient at least every 2 hours and more frequently, if required.
19. Record every interaction with patients in the electronic Patient Rounding Tool to include any services provided, observations made, and/or issues gathered in real time.
20. Communicate patient feedback to the Charge Nurse or Assistant Director of Nursing (if available).
21. Contact Charge Nurse or Assistant Director of Nursing and Unit Clerk immediately if you receive and/or observe a safety concern.
22. Contact the Assistant Director of Nursing or Charge Nurse; and Patient Relations Representative if/when you receive a complaint.
23. Assist clinical team with clerical duties and/or projects as needed.