The MISSION of OconeeRegionalMedicalCenter is to provide high quality, safe, compassionate and patient-focused healthcare.

Pillars of Our Culture

Stellar Service

Foundations of Stellar Service

• Exceed Expectations (Go the Extra mile)
• Make the customer feel special
• Create positive defining moments
• Remember the business, human and hidden dimensions of each defining moment
• Be friendly and courteous: Smile, Greet, Own and Thank
• Fix it fast when there is a service breakdown

The 4 Behaviors of Stellar Service

• Smile
• Greet
• Own
• Thank

CMS’s HCHAPS (Hospital Consumer Assessment of Healthcare Providers and Systems) measures patients’ perception of how often they received high quality care and service:  “Top Box” (The percentage who answered a question using the most positive response or highest numeric value).
HCAHPS questions and ratings include:

Cultural Diversity
We all differ from one another. As students in the health care industry, our differences can become more important due to the extremely personal nature of the service we provide.  As we work with employees and patients/families, and maintain an environment that is respectful of all people. No one can know and understand all the ways we differ from one another.  However, we can create an environment that is respectful of differences. To do this, you must be aware of your own feelings about differences and consistently use behaviors that communicate respect.Learn to recognize, respect and work with patient’s different cultures, values, beliefs, practices and rituals.  If you need to access translation services, including sign language, promptly call the Patient Representative or the Overhouse Supervisor after hours.You have a big role to play when it comes to embracing cultural difference and sensitivity toward other cultures.  It is the policy of ORMC to respect the cultural and ethnic needs and desires of the patients that we serve if at all possible.
This may include:

• Respect the patient’s beliefs regarding the origin of illness
• Provide kosher or vegetarian meals/respecting dietary restrictions
• Providing alternatives such as electric candles for rituals since actual candles cannot be used within the hospitals
• Provide an interpreter so that the patient can participate in decisions regarding care.

Population Specific or Age Specific Considerations for Assessment
The goal of patient assessment is to develop and implement an individualized interdisciplinary plan of care for the patients and the families.  In the creation and implementation of this plan of care, it is imperative that the appropriate age-related or population specific considerations be addressed. These considerations for care must address the chronological age of an individual and be amended to conform to the individual’s level of cognitive development.  The following attachment outlines age categories and age appropriate considerations for assessment and treatment and can be readily utilized for plans of care. (Complete the age-specific competency test)

Suspected Abuse, Neglect, Violence and Exploitation Assessment
Population specific considerations should also be utilized for patients when there is suspected abuse or neglect. ORMC policy ADM-CL-565 supports licensed health care providers in directing them to “disclose PHI about an individual whom ORMC reasonably believes has been a victim of abuse, neglect, or domestic violence to a government authority, including a social service or protective service agency, authorized by law to receive reports of such abuse, neglect, or domestic violence”. ORMC policy ADM-CL-563 addresses the reporting of suspected child abuse or neglect.

Health Insurance Portability and Accountability Act (HIPAA)

Definition of HIPAA

The Health Insurance Portability and Accountability Act of 1996 is a multifaceted piece of legislation covering three areas:

a. Insurance Portability:

Portability ensures that individuals moving from one health plan to another will have continuity of coverage and will not be denied coverage.

b. Fraud enforcement (accountability):

Significantly increases the federal government’s fraud enforcement authority in many different areas.

c. Administrative simplification:

Ensures system-wide, technical and policy changes, in healthcare organizations in order to protect patient’s privacy and the confidentiality of identifiable protected health information.

Patient Confidentiality

Patient confidentiality is a conscious effort by every healthcare worker to keep private all personal information revealed by patients and their families and/or medical records during a hospital visit. You may have access to confidential information about patients and their families. You must never discuss, disclose or review any information about a patient’s medical condition with any other person unless they have proper authorization.

Every student must read the Code of Conduct booklet and sign the Confidentiality Form (at the end of this module).

Identifiable Protected Health Information

Protected health information (PHI), under the US Health Insurance Portability and Accountability Act (HIPAA), is any information about health status, provision of health care, or payment for health care that can be linked to a specific individual. Consider everything inside a patient’s chart (paper or electronic) as identifiable protected health information. Assure that patient confidentiality and privacy are not compromised.

• Privacy is a patient’s right. Medical information must be shared only with those who need to know.
• Patient privacy can be violated when protected health information and patient names are left on voicemail messages or telephone answering machines.
• In a semi-private area, pull the curtain around the patient’s bed, and lower your voice before speaking about medical information.
• Computer printouts, and other paper records containing patient information, must be kept in a secure place and shredded when not longer needed. Never throw in a regular trash can.
• Never leave any patient information, including computer screens, charts and operating room schedules unattended. Never discuss patient information or hospital business in public areas.
• Shred confidential information. Knock before entering a patient room and always identify yourself by your name, your position and your reason for being there.
• Provide a second gown or extra blanket when a patient is ambulating, in a wheelchair or being transported.
• Use the most private space available when discussing patient information with a patient or family members.

Environment of Care

Emergency Preparedness

This section prepares you to safely respond to an emergency situation at work as well as at home. This section will help you learn how to respond to unexpected events and emergencies, as your actions could have an impact on patients, parents and coworkers. Following these procedures may ensure safety for you, our patients and their families.

Code Red = Fire

• Reassure the patients or visitors you are responsible for.
• Close all doors
• Clear the hall ways

Code Red means there is a fire somewhere at the hospital.

RACE is a national acronym used to help you remember what you must do in case of a fire.
If there is a fire, remember the term “RACE”:
R - Rescue: Your first priority is to remove patients from immediate danger.
A – Alarm: Pull the nearest red fire alarm box.
C – Contain: Close all doors.
E – Evacuate/Extinguish: Know the location of all fire exits should evacuation become necessary.

Evacuate horizontally following your unit’s evacuation plan. Do not use elevators, use only stairs. Remember to CLOSE ALL DOORS.
Use the proper fire extinguisher to extinguish or control a fire, only if trained to do so. ORMC’s safety plan outlines specific personnel that will respond should a code red be called.

Code Blue = Adult Cardiopulmonary Arrest
Code Blue means cardiac arrest or respiratory arrest.

If a patient, visitor or employee has cardiac or respiratory arrest, call for help by dialing 3999 on any in-house phone. All patient rooms have a “Code Blue” button. It is preferable to use this if available. Give the number of the patient’s room or area where the victim is located. The switchboard operator will page “Code Blue” on the Overhouse page to activate the code team. Begin CPR if you are certified to do so.

Code R = Rapid Response Team
The Rapid Response Team consists of an ICU nurse and Respiratory Therapist. If you feel uneasy about a patient’s condition, notify the charge nurse or follow the same procedure above and request a “Code R” to your location.

Code Pink = Infant/Child Cardiopulmonary Arrest
Follow the same procedure above.

Code Black = Tornado sighted in the area

Code Adam = Infant/Child abduction
3OB will lock down. Secure all exits and report any suspicious behavior.

Code Triage = an event that significantly disrupts the environment of care and/or the care and treatment of patients

Electrical Safety
Electrical safety is very important for preventing fires and shock.

• Do not use cords with insulation that is cracked, torn or rubbed off.
• Do not use any cord or plug that appears damaged or heats up when used.
• Get safety instructions before using, cleaning and maintaining electrical power equipment.
• Do not use any electrical equipment that appears to be damaged or in poor repair. TAG, TAKE OUT OF SERVICE AND NOTIFY BIOMED.
• Do not use any device that blows a fuse or gives a shock. Report all shocks-even small tingles immediately. TAG, TAKE OUT OF SERVICE AND NOTIFY BIOMED
• Be aware of tags indicating equipment is not working properly. Equipment that is tagged should not be used to perform patient care, until the Biomedical Department has repaired it.

Patient incidents involving medical equipment or products must be reported to Risk Management (3552) and Biomed (3799) in accordance with the Safe Medical Devices Act (SMDA).

Personal Safety Tips
You can help us make the hospital a safer place by taking steps to protect yourself.

• Do not leave your purse or wallet unattended. Keep them out of view.
• Report any suspicious person or unauthorized persons to Security immediately.
• Watch drug containers and packages for signs of tampering.

Security
Security officers are to be contacted through the hospital switchboard at extension 3505.

Hazardous Materials
Hazardous materials are chemical products that can harm yours eyes, lungs or skin. Be sure to protect yourself when handling chemical products. Use Personal Protective Equipment including gloves, mask, gown, and protective eyewear.

Waste Disposal: There are several types of hospital waste. Each type of waste has its own type of waste container.

Biohazard Waste is any type of waste that is contaminated by blood or other body fluids contaminated with blood. All items contaminated with more than a small amount of blood, drainage, or infectious secretions are discarded in red bags for incineration. These containers have the Biohazard symbol. Note: always wear Personal Protective Equipment (PPE) when handling Biohazardous Waste.

Sharps are substances that can poke or cut your skin, such as needles, broken ampules and/or lancets. Sharps are disposed of into a hard, plastic Sharps Box. Sharps may be contaminated; therefore, you must always wear PPE when handling sharps.

ORMC agency nurses need to follow a basic level of caution during their work activities. They include:

Comply with hospital and unit specific dress code regulations

• Clean uniform or scrubs daily
• Long hair should be restrained or tied back in some fashion to reduce risk of hair
• contamination of patient food, supplies, and/or environment, and to reduce the
• risk of personnel hair contamination from splashes or contact with soiled hands

• Avoid touching eyes or mouth during patient contact activities
• No eating or drinking in areas where patient contact activities or contact with contaminated equipment or surfaces could occur.
• Routine hand washing BEFORE and AFTER patient care.
• Compliance with hospital guidelines for Universal Precautions and Safety.
• Recognition of types of isolation precautions used for specific communicable disease.
• Artificial nails are NOT permitted to be worn by employees or agency nurses with direct patient care responsibilities. Artificial nails include: acrylic nails, nail extenders, nail wraps, silk wraps, sculptured nails, press-on nails, and nail jewelry.

Universal Precautions

Universal or Standard Precautions are a set of standardized precautions to be used for all patients, regardless of illness or medical condition for the prevention of blood-borne pathogens.

Hand washing is required before and after patient contact as it is the single most important action in preventing the transmission of disease.

Personal Protective Equipment (PPE) is worn to protect against blood/body fluid exposures. Staff should know location of PPE in each patient care area and be familiar with them when barriers are indicated and used as required.

*Gloves for hand protection

*Gowns to protect clothing

*Protective eyewear to reduce risk of splashes, use goggles or masks with shield

*Masks to reduce risk of respiratory exposure

Avoid touching face or eyes during patient care activities. Many respiratory viruses are readily transmitted through the mucus membranes of the eyes, nose, and mouth.

Avoid eating, drinking, or applying lipstick or lip balm in patient care areas. Enteric viruses such as Rotavirus may survive for up to 5 days on environmental surfaces.

Staff should know the location of eye wash stations in patient care areas and use to immediately cleanse eye if contamination with blood, body fluid or hazardous chemicals should occur.

Injuries with contaminated sharps present a significant risk to healthcare workers. Blood borne pathogens, which have been documented to be transmitted by percutaneous exposure, include: Hepatitis B, Hepatitis C, and Human Immune-deficiency Virus (HIV). Hepatitis B is best prevented by administration of Hepatitis B vaccine. Post exposure prophylaxis for HIV requires administration of anti-retroviral medications. There is currently no prophylaxis for Hepatitis C.

Handling Sharps Safely

*Never recap used needles by hand. If needles must be recapped, use on handed scoop method or recapping device (activate protective covering).

*Do not bend or break needles.

*Keep used sharps separate from other items such as gauze and alcohol wipes.

*Always point a used sharp away from your body.

*If assisting with a procedure always be aware of where the sharp is being placed.

*Never clean up broken glass by hand.

*Do not overfill a sharps container. If it appears to be over 2/3 full, notify Environmental Services at 3100.

*Do not open, reach into, empty, or clean a sharps container.

*When using sharps remember to activate protective covering.

Reporting a Blood/Body Fluid Exposure

If you are injured by a contaminated sharp, the incident must be reported immediately.

• Notify the Overhouse Supervisor or Nurse Manager
• Notify your Agency Supervisor
• Complete a hospital incident report
• Obtain medical evaluation in the Emergency Department

Age-specific competencies are tools for learning more about how to best meet each patient’s unique needs as you care for him or her.  By demonstrating your understanding of age-related differences, you can ensure that our facility meets Joint Commission standards.

There are many ways to learn about each patient’s specific needs. Depending on the patient and your job, it may be appropriate to:

• Ask the patient questions (and talk with his or her family)
• Ask you supervisor for information or training
• Look for clues, such as what the patient hears or keep in his or her room, or how he or she acts around others.
• Talk with co-workers, community members or others who may know about the needs of people in a certain age group.
• Read about the age group.

Each patient is unique.

Always keep in mind that:

• Growth and development flow general patterns, but every person grows and develops in his or her own unique way.
• Not every member of a cultural group may share all of its values, beliefs or practices.
• A patient may appear similar to you, but still be different from you in certain ways.

Avoid stereotyping a patient – consider all the factors that may affect his or her care needs.

View Age Group Information:
Infants and Toddlers (birth to age 3)
Young children (ages 4 to 6)
Older children (ages 7 to 12)
Adolescents (ages 13 to 20)
Young adults (ages 21 to 39)
Middle adults (ages 40 to 64)
Adults (ages 65 to 79)
Adults (ages 80 to older)