Saint Joseph Mercy Health System
 Saint Joseph Mercy Health System (SJMHS) is a health care organization serving six
counties in southeast Michigan including n Arbor, 443-bed St. Joseph Mercy Oakland
in Pontiac, 304-bed St. Mary Mercy Livonia, 164-bed St. Joseph Mercy Port Huron,
136-bed St. Joseph Mercy Livingston in Howell, and 113-bed St. Joseph Mercy
Chelsea. Combined, the six hospitals are licensed for 1,697 beds, have six
outpatient health centers, five urgent care facilities, more than 25 specialty centers;
employ more than 14,000 individuals and have a medical staff of nearly 3,200
physicians. SJMHS has annual operating revenues of about $1.9 billion and returns
$127 million to its communities annually through charity care and community benefit
 SJMHS is a member of CHE Trinity Health Livingston, Macomb, Oakland, St. Clair,
Washtenaw and Wayne. It includes 537-bed St. Joseph Mercy Ann Arbor, the second
largest Catholic health care system in the country. Based in Livonia, Mich., CHE
Trinity Health operates in 20 states and employs nearly 87,000 people.
 For more information on health services offered at Saint Joseph Mercy Health
System, please visit www.stjoeshealth.org.
Service Excellence Standards
We appreciate each and every one of our customers
and believe it is an honor to serve them. We know our
customers have a choice in care and we are grateful
they chose us.
“Diversity is an environment wherein differences are valued and integrated into
every part of an organization’s operation.”
We Value Differences
 We recognize and value each person’s unique culture, ethnic origin and
 We value and seek to understand different viewpoints.
 We ask the customer what name they prefer; otherwise we use titles like sir
or ma’am.
 We treat customers and colleagues with the utmost respect regardless of
their age, gender, culture, religion or their physical, social, or economic
 We respect individual and cultural preferences regarding modesty.
 We adapt our language and behavior to fit the age, gender, and culture of
the customer.
 We pay attention to people’s verbal and non-verbal expressions.
Mission and Guiding Behaviors
 Mission- We, CHE Trinity Health, serve together in the spirit of the
Gospel to be a compassionate and transforming healing presence
within our communities.
 Core Values- Reverence, Commitment to Those Who are Poor,
Justice, Stewardship, and Integrity
Guiding Behaviors We support each other in serving our patients and communities
 We communicate openly, honestly, respectfully and directly
 We are fully present
 We are all accountable
 We trust and assume goodness in intentions
 We are all continuous learners
Standards of Dress and Behavior
Patients and families form opinions about our standard of care partially
from the appearance of those caring for patients.
Dress Code
 Volunteers must wear a burgundy jacket at all times when
volunteering. On your first day, stop by Guest Services to pick up
your jacket.
 You are required to wear a SJMH identification badge. After
completing a background check and health screening you will need
to obtain your badge from Security.
 The badge must be worn at shoulder level and not be defaced in
any way with stickers/pins attached.
 On your last day you must return your jacket and ID badge to the
volunteer office.
Dress code
 Wear your name badge and
volunteer jacket at all times
 Wear closed toed shoes with
 Be conservative in hair, dress
and make up, with long hair
tied back
 Use fragrance-free personal
No Blue Jeans, capri pants,
leggings, sweatpants or shorts
No sleeveless or midriff baring
tops or jogging suits
No sandals of any type, no
bare legs
No excessive jewelry
No visible body piercings other
than earrings
No head covering except for
religious or medical reasons
No gum chewing
No bare legs
Policies and Procedures
Computer Usage
SJMHS computers are to be used exclusively for hospital business such as swiping in/out to
record volunteer hours. They are not to be used to check outside email, to “surf” the net or for
any personal use. No homework while on duty. Misuse can be grounds for termination.
Cellular Phone/ Technology Usage
Cell phones and other devices such as IPads, laptops should remain off while on duty in the
Smoking Policy
Saint Joseph Mercy Health System (SJMHS) prohibits the use of tobacco in any form, nontobacco smoking products, and artificial or electronic cigarettes on SJMHS-owned and leased
property, including but not limited to, grounds, parking lots, vehicles in parking lots and within
any SJMHS-owned or leased building or vehicle regardless of location. This policy applies to all
persons, including but not limited to, patients, visitors, physicians and physician office staff,
SJMHS associates and volunteers, contractors and temporary agency employees when on/in
any location covered by this policy.
Patients-Domestic Violence (Intimate Partner
Violence IPV)
 Given the magnitude of the problem of domestic violence in our society, Saint Joseph
Mercy Health System (SJMHS) recognizes the need for early detection and
acknowledges its role in providing access to the appropriate legal and social services
in addition to delivering timely medical care. The purpose of this policy is to delineate
the identification, intervention and referrals for victims of domestic violence.
 We define domestic violence as a pattern of abusive behavior in any relationship that
is used by one partner to gain or maintain power and control over another intimate
partner. Domestic violence can be physical, sexual, emotional, economic, or
psychological actions or threats of actions that influence another person. This
includes any behaviors that intimidate, manipulate, humiliate, isolate, frighten,
terrorize, coerce, threaten, blame, hurt, injure, or wound someone.
 If a volunteer learns of a situation that may indicate that a patient is a current victim of
domestic violence, bring the information directly to the healthcare provider
responsible for the patient. It will be their responsibility to further assess and refer
according to our policy.
Infection Control
Hand washing is the single most effective way to prevent the spread of
Hands must be washed:
 On arrival to work
 Before leaving the restroom
 Before and after eating
 Before serving food
 After removing gloves
 Between handling of patients
 After using the toilet, after blowing or wiping the nose
 Before leaving the hospital.
Avoiding contact with blood and other body fluids of patients is a standard
When HCAI, multi-drug resistant organisms are suspected, the best prevention
would be hand washing and wearing gloves.
Hand Hygiene
 Moisten hands well with running water.
 Apply soap to wet hands. Work up a lather using
friction; be sure to get between the fingers and
around the nails.
 Rub all surfaces for at least 15-30 seconds.
 Rinse with the running water flowing off the hands.
 Avoid touching the inner surface of the sink.
 Dry hands thoroughly with a paper towel; turn faucet
off with a paper towel and discard the towel in the
Wheelchair Transportation
You will receive specific wheelchair training from your unit
Here are some key reminders Always introduce yourself and be friendly, cooperative and cheerful.
 When assisting a patient in or out of a wheelchair be sure to set the
 See that the patient's arms are inside the armrests, not hanging over
the side.
 Before transporting a patient make sure they are fully covered.
 Ask the patient if s/he is ready before moving and explain where you
are going.
Tobacco-Free Environment
 SJMHS is committed to modeling a place of
and prevention, as well as treatment, for our patients,
visitors, associates and volunteers.
 Smoking and tobacco use is prohibited anywhere on
the hospital grounds including parked vehicles.
Volunteer Guidelines
Site Liaison- Your main contact person for
the unit you are assigned to. The person in
charge of you who will be responsible for
your orientation and training. Although you
may report weekly to other staff. Please
inform your liaison when you will be out of
town, when you are sick, or when your
discontinuing volunteering.
Volunteer Guidelines
 You are required to swipe in and out on the day you
work. This is necessary for you to be covered by our
liability insurance, to record your volunteer hours, and
lastly your service awards.
 Volunteer kiosks are located in the following locations:
SJMH Front Desk, RHB Staff lounge, Family Birth Center /
Imaging Center hallway, Women’s Health Center 2nd floor
Information Desk.
 Volunteers working in other off site locations sign in
where they work. Sign-in logs will be faxed on a monthly
basis to (734)712-7178. When you come to volunteer
and your sheet is gone, you will need to start a new one.
Illness, Attendance, & Accidents
 If you are not feeling well, you should stay home and
contact your liaison to let them know you will not be in on
the day
 Be punctual and regular in attendance but if you are
unable to make a shift you should let your liaison know
ahead of time.
Accident on Duty
 If you witness an accident or are injured yourself report
to your department liaison immediately.
Workplace Safety
Back safety (Correct Body Mechanics)
 Survey the work area prior to moving an object.
 Test the load before lifting or carrying. Make sure the load can be
moved safely, otherwise ask for help.
 When lifting an object, place one foot in front of the other. This
provides a solid base of support.
 Keep objects to be lifted or carried close to the body.
 Squat close to objects being lifted to use the large muscles of the
legs to assist in lifting.
 Push objects instead of pulling.
 If you feel like the object is too heavy ask for help.
Volunteers have the “Right-to-Know” the identities and
hazards of substances they work with.
 MSDS Material Safety Data Sheets give detailed
information regarding products. Ask your site liaison if
you need to see one. MSDS topics you need to be
aware of are the health hazards and the protective
 Product labels give a quick overview of hazards
associated with the product.
 If you come across a chemical spill call the emergency
number 911, for cleanup.
Fire Safety
Tips to remember so you do not place individuals at risk in
emergency situations
 Keep exit ways and corridors free of storage items and
 Do not block fire pulls and fire extinguishers.
 Do not prop open automatic fire doors.
 When placing items in storage closets you need to keep
items a minimum of 18 inches away from the ceiling.
Emergency Codes
 Code Red – Fire or smoke has been detected
 Code White – Security assistance needed for a
potentially threatening or dangerous situation
 Code Orange – A bomb threat has been called into the
 Code Blue – Cardiac/Respiratory arrest
 Code Pink- Infant/child abduction or is missing
Emergency codes
 Code Grey – Tornado watch
 Code Black – Tornado warning, funnel cloud has been
 Code Green – Medical emergency, a person is alert but
unable to get up.
 Code Yellow – Internal or external disaster, an event
affecting operations and or resulting in casualties.
 Code Teal- Patient Elopement (Patient attempts to leave
the hospital without authorization)
Volunteers should report to their site liaisons for specific
instructions for all emergency procedures.
Interacting with Patients
Introduce yourself
Call them by title and last name, unless
they ask to be called by another name
Do not address them with names such as
honey, sweetie, dear, etc.
Explain procedures and allow time for
Be respectful
Customer Service
We are all in the customer service business. We must
continually strive to meet the needs and demands of our
patients, families, employees and visitors in a caring and
quality-driven manner.
 Acknowledge
 Introduce
 Duration
 Explanation
 Thank You
Handling Customer Complaints
A 4 Approach
Acknowledge the situation:
"I can see how this has been a difficult situation for Mr. Smith."
Apologize for the situation:
"I am so sorry that you have not had a good experience."
"How can we make this situation better for you?"
"This is what I will/can do. Are you comfortable with this?" Then set follow-up expectations.
 We always assume a solution can be reached.
 We are all empowered to address complaints. If we cannot solve a problem, we engage the
appropriate individual(s) to assist the customer.
 We offer personal help and take action even if rules, regulations or policies seem to stand in the
 We never make excuses or place blame when handling complaints.
 We listen attentively when speaking with an upset customer. We lower our voice, make eye
contact and use extreme courtesy.
Patient Rights
The values of SJMHS support the need to foster the dignity
and preserve the right of each patient.
Our Primary Concern in Patient Care is to Value and
Respect the Dignity of all Patients.
Platinum Rule
We treat others NOT how we think they should be treated
BUT how they want to be treated.
 Treat all personal information that patients tell you as
 Verbal discussions relating to specific patients, patient
care and or location must be held in a manner that
protects the patient’s confidentiality.
 Never read a patient's medical chart.
 Do not ask about the diagnosis or facts of a case.
Ex: If you saw a neighbor at the hospital, you cannot tell
anyone you know them
Privacy Rule
 Federal Protection
Of Privacy Rights
 Protects Patient’s
Heath Information,
Both Paper and
 Preserve Quality
Organizational Integrity
SJMHS and each of us individually are held accountable
for our behaviors and actions.
 Your Liaison – This is usually the best place to start in
getting answers to your questions
 Volunteer Manager – If you are not comfortable asking
your liaison or volunteer manager
 Your Local Integrity Officer – Your Local Integrity Officer
is a member of senior management responsible for the
operation of the Organizational Integrity Program in your
organization.1-866-477-4661 or you may file a report
online at www.mycompliancereport.com.
Termination of your services
Return your badge to Guest Services
Return your jacket to Guest Services
Inform your liaison that you will not be
volunteering anymore
Inform Volunteer Services you will not be
volunteering anymore
We are pleased that you have decided to
volunteer at SJMHS. We appreciate your
commitment and hope your work will be
meaningful and enjoyable.

Power Point - St. Joseph Mercy Ann Arbor