Volunteer Handbook by preshealthfoundation

Volunteer Handbook

Presbyterian exists to improve the health of the patients, members and communities we serve. (Updated February 2021)

Welcome to the Presbyterian Healthcare Services Family! Volunteers play a vital role in the operations of our hospitals and healthcare facilities. We want to provide you with a thorough knowledge of our philosophy, organizational structure, short and long range goals, and proper channels of communication. There are unlimited opportunities for you to grow through challenging assignments and exchange of ideas with careful supervision that provides support to you and fellow volunteers. The law requires you use reasonable care in performing the tasks you undertake. We ask that you use the highest degree of care in performing your volunteer duties, and at all times respect the privacy of our patients. As a volunteer, you understand and acknowledge that your service as a PHS volunteer is completely voluntary and you will perform your role without any promise, expectation, or receipt of compensation. You further understand and acknowledge that you may decline to perform any task you do not feel comfortable performing, and/or to terminate your volunteer service any time without penalty. We expect you to be dependable, courteous, well-groomed and in proper uniform—a few of the characteristics of a good volunteer. For more information about any of the policies referenced in this handbook, please contact your volunteer manager. Thank you for joining our hospital family. We hope you will find volunteering for Presbyterian one of your most rewarding activities. Sincerely, Volunteer Services Department Presbyterian Healthcare Services

Presbyterian Healthcare Services is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of age, race, ancestry, color, sex, gender identity or expression, sexual orientation, national origin, religion, physical or mental disability, marital status, genetics, protected veteran status or other protected classifications in accordance with applicable state and federal law.

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TABLE OF CONTENTS National Volunteer Bill of Rights .................................................................... Page 4 Presbyterian Volunteer Services MISSION STATEMENT............................ Page 5 Presbyterian Volunteer Services EGG/The Presbyterian Promise ............... Page 6 Presbyterian Volunteer Services Organizational Chart ................................. Page 7 Presbyterian Volunteer Services Board/Committee Information ................... Page 8 Presbyterian CARES Commitments/AIDET .................................................. Page 9 HEAT/First Touch/Exceptional Patient Experience ....................................... Page 10-11 Volunteer Services Requirements & Restrictions .............................................................. Page 12-13 Dress Code ........................................................................................ Page 14-15 Benefits & Service Awards ................................................................. Page 15-16 Volunteer Dismissal ........................................................................... Page 17 Reporting Volunteer Injuries ............................................................... Page 18 Selection & Placement ....................................................................... Page 19 Return of Previous PHS Volunteers ................................................... Page 19 Volunteer Service by Current PHS Employees .................................. Page 20 Presbyterian Healthcare Services Code of Conduct ..................................... Page 21-29 Conflict of Interest ......................................................................................... Page 30-38 Elevate Strategy, Confidentiality/HIPAA Information Technology, False Claims Act....................................................Page 39-43 Drug Free/Tobacco Free Workplace… ......................................................... Page 44-45 Safety Procedures/Fire Response/Emergency Management ....................... Page 46-50 Active Shooter Response ............................................................................. Page 51 Infection Control........................................................................................... Page 52-54 Facts about COVID//COVID Acknowledgment of Responsibilities ............... Page 55-59 Fall Prevention .............................................................................................. Page 60 Domestic Violence Awareness, Workplace Violence, Patient Rights & Responsibilities, Diversity, Cultural Competence & Interpretive Services ............................................................Page 61-69 Reporting of Patient Abuse, Neglect & Misappropriation of Property ......................................................................... Page 70-71 Age Specific Training .................................................................................... Page 72 Important Phone Numbers ............................................................................ Page 73-75

NATIONAL VOLUNTEER BILL OF RIGHTS We, as volunteers, do give of our time, energy and such experiences we have gathered, freely and without financial reward, expecting only certain fundamental, reasonable and honorable prerogatives. These rights to be equitably given are: 1. The right to expect prompt, efficient and courteous response to our offer of personal service. 2. The right to expect that we will be fully briefed and informed on the organization. 3. The right to expect a full and candid discussion of our role. 4. The right to expect an assignment equal to our talents and experience. 5. The right to expect psychic income (reward/recognition) proportionate to our contributions. 6. The right to expect reasonable demands on our time. 7. The right to expect guidance and support. 8. The right to expect to be treated in a dignified manner and not as free help. 9. The right to expect freedom from bureaucracy. Source: John F. Budd, Jr., Chairman, The Omega Group, th 32 East 38 Street, NY, NY 10016

MISSION STATEMENT The Presbyterian Healthcare Services (PHS) volunteers are unpaid workers providing professional and empathetic service to patients, staff, physicians, visitors, and the community in a manner consistent with the goals and objectives of PHS. In addition, these synergistic efforts provide substantial financial contributions to meet special capital and operating needs. GENERAL STATEMENT: Presbyterian Healthcare Services welcomes people with all types of expertise, whose abilities and skills are utilized within established hospital policies. It is to be remembered that volunteers do not receive financial remuneration for their efforts, but receive intangible pay in the form of satisfaction through service to others and through meaningful learning experiences that add to one’s personal growth. PHS volunteers are members of a professional group who work toward a common goal – a nationally excellent healthcare organization with services efficiently and thoughtfully performed. The purpose of each of these programs is to supplement and enhance the quality of the patient care of each facility. The goal is to make each stay at the facility a safe, secure and humane experience while providing very good care and service. Wherever volunteers contribute their time, it is necessary to be regular in attendance and to maintain a spirit of cheerfulness. Ministering to the needs of others involves empathy and a sincere desire to help. With these ingredients, volunteers are of great service to patients, residents and their families, and to the staff. Volunteering at a PHS facility is a rewarding experience. The Volunteer Department is committed to: •

Enhancement of patient care through effective management of volunteer programs designed to utilize human resources within the community.

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Services and volunteer programs that complement and are compatible with goals and objectives of PHS.

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Furthering its voluntary efforts by offering the added dimension of “people caring for people” in a friendly, professional manner while adapting to rapid advancement in technology, hospital growth, and escalating healthcare costs.

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Understanding those in the community who desire to volunteer; ensuring proper placement according to skills, knowledge and/or expertise.

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The awareness of the fact that human resources are the hospital’s most valuable assets. Therefore, each volunteer committed to the proposition of caring and giving is a valued member of the hospital family.

Volunteers are welcomed for their dedication of time, talent and energy. Volunteers are essential members of the team and are expected to demonstrate the PHS Promise & CARES Commitments. 55

To set a new standard in healthcare – we are making a promise to patients and members. Together, the promise is who we are on our best day… As One Presbyterian, we commit to: Collaborate be Accountable Respect Engage Serve

Bring my best to support individual and team success. Keep my commitments and earn trust. Honor each other, listen and speak honestly. Participate fully with a passion for excellence. Be dedicated to patients, members and each other.

Presbyterian Volunteer Services Organizational Chart February 2021

Presbyterian Healthcare Services Volunteer Board of Directors Meetings are open to all PHS Volunteers. Meetings are held four times per year (see Volunteer Manager for schedule). Please call or email the Volunteer Office for location. Meeting locations rotate among various PHS facilities. Please join us! Service Descriptions: Chairperson: Provides strong, creative leadership to Presbyterian Healthcare Services (PHS) Volunteer Services. Presides at all meetings of the Board of Directors and the Executive Committee. The Chairperson serves for one year with an option for a second. Chairperson-Elect: Provides strong, creative leadership to PHS Volunteer Services by performing the duties of the Chairperson in the absence of that officer. The Chairperson –Elect assumes the Chairperson position upon the expiration of the Chairperson’s term. Treasurer/Corresponding Secretary: Ensures the accurate records of all financial transactions of PHS Volunteer Services and serves as Chairperson of the Allocation and Budget Committee. The Treasurer assists in the preparation of the Volunteer Services’ Department budget and helps determine the annual allocations to PHS. The Treasurer serves for one year with an option for a second. As Corresponding Secretary, he/she conducts the general correspondence of the Board of Directors and serves as chair of the Bylaws Committee. Board Members: Preside at respective council/facility meetings where applicable. Assist staff volunteer managers in ensuring that the PHS Volunteer Program is carried out efficiently and effectively. Represent the facility at the Board of Directors’ meeting. Serve on the Nominating Committee. Appointed Members/Committees: Scholarship: Represents Volunteer Services on the Volunteer Scholarship Committee. Bylaws: Represents Volunteer Services on the Bylaws Committee.

C.A.R.E.S. As a volunteer, you agree to abide by the Presbyterian CARES Commitments, the Presbyterian Promise, support the mission of PHS and are able to complete the agreed upon volunteer duties and responsibilities. The CARES Commitments are the basis for customer service at Presbyterian. It is a system to keep us all aware of how we are treating others and to keep us all focused on our individual goals and the goals of Presbyterian Healthcare Services. C.A.R.E.S. Commitments Honoring our Mission-based Legacy - We Commit to: Collaborate

Bring my best to support individual and team success.

be Accountable

Keep my commitments and earn trust.

Respect

Honor each other, listen and speak honestly.

Engage

Participate fully with a passion for excellence.

Serve

Be dedicated to patients, members and each other.

AIDET

Acknowledge, Introduce, Duration, Explanation and Thank You are five behaviors to use in every patient/staff interaction to anticipate, meet and exceed expectations of patients, members and co-workers. Why do we use AIDET? Using AIDET decreases anxiety and increases patient satisfaction. It is important to remember that patients and visitors in the hospital are often feeling many emotions (i.e. fear, anxiety, anger, depression, etc.). We have the power to help ease their anxiety and to make them feel cared for and valued. Acknowledge is as simple as “Good morning” or making eye contact and nodding your head. Introduce is using your name and job title to establish a relationship. Build their confidence in you and Presbyterian by sharing with them your years of experience or why you volunteer with Presbyterian. For example, “My name is Melvin and I have been a volunteer with Presbyterian for 20 years.” Duration is giving a timeframe that identifies how long this will take. For example, “I will escort you to Radiology now. It will take us a few minutes to get there.” Explanation is providing information about what you will be doing for them and why. For example, “Mr. Doe, I am going to go to the operating room to check on your loved one. I will be back in 5 minutes.” Thank you. Let them know you have enjoyed being with them. Remember to follow up on any concerns and make them feel valued. “Mr. Doe, thank you for waiting for me. Your wife is in recovery and has been assigned to room 704. Would you like me to escort you to her room?” 99

All Presbyterian All Presbyterian volunteers volunteers and and employees employees are part are part of the of“wayfinding” the “wayfinding” team. team. Please Please familiarize familiarize yourself yourself with with the assigned the assigned facility facility to ensure to ensure you are you giving are giving accurate accurate information. information.

HEAT HEAT

The The concept concept of “Taking of “Taking the HEAT” the HEAT” is a communication is a communication process process for handling for handling difficult difficult customers customers and and situations situations whenwhen a customer a customer is voicing is voicing a complaint. a complaint. “HEAT” “HEAT” stands stands for: for: H ear H them ear them out –out Allow – Allow the person the person to vent to vent without without interruption interruption E mpathize E mpathize – State – State the fact the fact and and the feelings the feelings being being expressed expressed A pologize A pologize – Apologize – Apologize for the for situation, the situation, and and the fact the that fact that we did wenot didmeet not meet theirtheir expectations. expectations. Example: Example: “I am“Iso amsorry so sorry this happened. this happened. We strive We strive to to offeroffer excellent excellent service service herehere at Presbyterian. at Presbyterian. Please Please accept accept my sincere my sincere apology.” apology.” T ake T responsibility ake responsibility for action for action – Follow – Follow up, Follow up, Follow through through Volunteers Volunteers are asked are asked to carry to carry and utilize and utilize the AIDET the AIDET and HEAT and HEAT tool tool cardcard at allattimes all times whenwhen on shift. on shift.

First First Touch/The Touch/The Exceptional Exceptional Patient Patient Experience Experience •

Improve • Improve the initial the initial personal personal contact contact we have we have with with patients patients and and theirtheir families families before before we start we start clinical clinical or task-oriented or task-oriented activities. activities.

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Build • Build strong strong and and meaningful meaningful connections connections and and a trusting a trusting rapport rapport between between patients patients and and theirtheir families, families, caregivers, caregivers, and and staff.staff. ThisThis creates creates a safe a safe placeplace for patients for patients and and theirtheir families families fromfrom the start, the start, which which reduces reduces theirtheir fear fear and anxiety. and anxiety.

The The FirstFirst Touch Touch Philosophy: Philosophy: Taking Taking the best the best of who of who we are we and are and connecting connecting with with the the bestbest in the inpeople the people we serve. we serve. KEYKEY CONCEPTS CONCEPTS

Be Present Be Present Presence Presence is theisability the ability to to • Focus • Focus completely completely on what on what we are we doing are doing at that at moment. that moment. • Devote • Devote full attention full attention to one to one person person or task or task at a time. at a time. • Put • away Put away all other all other thoughts thoughts and and trulytruly connect connect with with someone. someone. Practice Practice Touch Touch (not(not physical physical – but– compassion) but compassion) Touch Touch is valuable is valuable because because it: it: • Helps • Helps us establish us establish and and maintain maintain a nonclinical a nonclinical relationship. relationship. • Demonstrates • Demonstrates caring caring and kindness. and kindness. • Conveys • Conveys warmth warmth and and presence. presence. Suspend Suspend Judgments Judgments and and Assumptions Assumptions Our Our viewview of others of others – preconceptions – preconceptions or judgments or judgments based based on what on what we think we think we know we know about about themthem or what or what theythey are like are –like can – color can color our feelings our feelings and and leadlead us tous decide to decide whether whether we like we like

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or dislike them. Unless we are careful, this view can prevent us from making a connection with others. Looking for the best in everyone – and acting on that positive insight – is a cornerstone of our work with patients, their families, and each other.

Customer Complaints

When a customer complains, offer your concern and do not take aggressive or hostile comments personally. Often an angry customer will display a lot of emotion. When this happens: * Refer to the customer by name * Do your best to remain calm * Avoid getting caught up in the emotion * Listen closely and * Clearly explain your next steps or contact the department manager onsite for assistance. If the complaint cannot be resolved in the moment, assure the customer that you will follow up, follow through. Inform your immediate department supervisor and/or the Manager of the situation.

I Am The Experience – “A Culture of Caring” PURPOSE: We commit to live a “Culture of Caring” by putting people first in all actions, interactions and decisions. GUIDING PRINCIPLES: As a member of Presbyterian, I will work with unrelenting commitment and passion to provide an Exceptional Experience and environment for all: - Patients - Members - Families - Employees - Volunteers - Business/Clinical Partners BEHAVIORS: I live the principle and culture by committing to the following behaviors: I commit to always: • Treat you with respect, dignity and compassion. • Greet you with a smile and a warm hello. • Introduce myself by name and title. • Explain my actions, interactions and decisions before I act on them. • Listen and provide you with my undivided attention. • Ask and value your opinions and desires. • Respond to questions and concerns and quickly resolve any issues to the best of my abilities. • Use positive communication when speaking of others and the organization. • Thank you for the opportunity and honor of working with you.

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VOLUNTEER REQUIREMENTS AND RESTRICTIONS (Revised 4/2018) POLICY All PHS volunteers must adhere to the outlined requirement and restriction procedures in order to serve in a volunteer capacity. PROCEDURE The following are requirements for all volunteers: •

Completion of in-service materials and annual evaluation. Attendance at service meetings as scheduled.

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Sign in and out for every shift (please include any meetings, events, or special projects you attend as a PHS volunteer).

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Volunteers are not required to assist during the holidays. If the volunteer does decide to volunteer during a designated holiday, the hours count for 1 ½ times the amount recorded. (Example: 4 hours volunteering on Labor Day = 6 total hours served).

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Notify your volunteer office and department staff contact when needing to be absent, taking a vacation, going on leave or terminating an assignment.

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All volunteers assigned to the Emergency Room, Radiology, Ambassador, Patient Transport and any other departments as required by service area role description MUST have a current CPR certification card on file with the Volunteer Office.

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Be in good health and do not come in with a communicable infection.

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Wear the appropriate volunteer uniform and photo identification badge when on duty.

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Return the photo identification badge and uniform to the volunteer office upon leaving PHS as a volunteer.

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A written doctor’s clearance may be required for return from a medical leave of absence. A medical leave of absence is defined as an absence from volunteer duties for one month or more due to health circumstances.

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If a volunteer has not recorded hours for approximately 3 months, his/her status will change to “inactive.”

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Fingerprint clearance is required for volunteers assigned to Hospice and the Behavioral Health Unit.

RESTRICTIONS (Exceptions may apply in the event of a local, state or national health emergency. Exceptions may also apply to the Hospice Volunteer program – please refer to the Hospice Volunteer Job Description) • No volunteer is to be involved in direct patient treatment including performance of CPR. There may be exceptions for those CPR-certified volunteers assigned to Emergency Departments. See your Volunteer Manager for details. • Volunteers do not answer emergency lights. 12 12

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Volunteers do not transfer patients (i.e., from bed to wheelchair, from stretcher to bed, etc.) Volunteers do not work with isolation patients and those with “contact precaution” status unless trained to do so. Specific department training will be the responsibility of the assigned unit. Volunteers must check with nurse prior to giving food or drink to patients. Volunteer assist with ambulation of patients only under the direction of professional staff. Volunteers do not move occupied beds unless under the direction of staff members and/or assisting staff members. Never lower the bed rails and do not adjust the bed without nurse permission. Volunteers are to refrain from offering or accepting any gifts or benefits to/from employees, patients, customers, other representatives of Presbyterian or the public in general, unless these items are part of a PHS sponsored event/activity. Volunteers are never allowed to transport patients and/or patient families or visitors in a personal vehicle for any reason (on-duty or off-duty). No more than 20 hours per week (combined) are allowed for any volunteer. Any exceptions to this must be approved by the Director of Volunteer Services.

Electronics (Smartphones, iPad, iPod, E-readers, gaming devices, etc.): Our commitment is to utmost Patient Safety and to continue to offer Excellent Customer Service through CARES Commitments. Such electronic devices are not appropriate in this professional setting. • Phone calls and texting are to be kept to an absolute minimum. • Texting is to be done only on official breaks and out of public view. • Please recognize even if you are studying in view of the public, this is not sending the right message to our patients. Please do homework or study minimally and at home. Social Media (Facebook, Instagram, Twitter, personal emails, etc.) • Remember you can INTAKE as much information as people may want to give you – not a HIPAA violation. The issue comes when that information is GIVEN OUT – be very, very careful that you are not releasing Protected Health Information for patients or members. • You CANNOT post anything to social media in reference to what patients or families tell you or what you observe while you are on duty as a volunteer. This is also considered a type of patient abuse as well as a violation of HIPAA when it comes to patient information (PHI). • Volunteers are NOT ALLOWED to take and/or post any pictures of PHS patients/staff/facilities, etc. • Be prepared when PHS is in the media – if someone sees you wearing your volunteer uniform they will ask you for information since you are associated with PHS. Do NOT release business information, Protected Health Information, etc. to anyone. • You, as a volunteer, can share PHS-approved posted pieces/content on social media. (Example, items approved and posted for the Presbyterian Healthcare Foundation)

VOLUNTEER DRESS CODE

(Revised 2/2018)

PURPOSE/POLICY STATEMENT To ensure appropriate dress and cleanliness, PHS volunteers project a positive and professional image to patients, visitors, physicians and staff. Volunteers are expected to dress in a dignified, clean, and professional manner that projects an image of confidence and trust. It is important that the volunteer maintains an awareness of perception in regard to their dress and presentation. To provide ready identification of volunteers for patient care and security purposes. PROCEDURE The site Volunteer Manager with the approval of the Director of Volunteer Services may waive wearing uniforms at various facilities or for certain services. Professional, business casual attire would be required for these specific services. Cosmetics, Perfumes and Aftershave: Strong smells (good or bad) can cause nausea and discomfort. Many patients, customers and co-workers are very sensitive to even the slightest odor. Cosmetics, perfume, aftershave and jewelry in moderation and good taste may be used if the volunteer work environment allows. UNACCEPTABLE ATTIRE FOR VOLUNTEERS • • • • • • • • • • • • • • •

No open-toe shoes, shorts, jeans/denim (of any color) or hospital scrubs Head apparel, such as, but not limited to, hats or caps are not allowed unless part of the required uniform or worn for religious purposes T-shirts of any kind, with the exception of approved attire for Presbyterian events. Exceptions would be non-collared Presbyterian logo shirts that are part of the standard uniform to identify the discipline of the staff member or those approved for special purposes Skirt/skort/dress length shorter than the top of the knee Tank tops, halter tops, or “spaghetti”-type straps Excessively tight or revealing clothing (No leggings, stretch pants, jeggings or spandex) and no clothing that inappropriately exposes the body, chest or cleavage Baggy clothing that exposes undergarments Camouflage, military fatigue material or fabric Sports clothing such as warm-ups, sweat suits, wind suits, or “hoodies” Visible body piercing (including tongue bars) other than earrings Flip-flops, thongs, and beachwear sandals Unnatural hair colors (i.e., pink, purple, green, etc.). Beards and mustaches must be neatly trimmed Tattoos and body art must remain as covered as possible. Lewd or explicit markings may not be expose. Artificial nails are not allowed for personnel who have contact with patients, sterile patient care equipment, medications or food 1. All volunteers must wear the PHS name badge with their picture showing. 2. The volunteer uniform is: • Volunteer polo shirt, smock, jacket or vest. 14 14

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Black or neutral color pants/skirt (some departments may require a specific color of pants/skirt). Neutral color capri pants are acceptable (length must be below the knee) Closed-toe, rubber soled, comfortable shoes Please ensure that you are easily identifiable as a volunteer VOLUNTEER SERVICES – BENEFITS (Revised 05/2019)

POLICY PHS shall provide certain benefits to all volunteers. PROCEDURE The following benefits are available to all registered volunteers and are made available through the volunteer services department. • • • • • • • • • • •

Initial tuberculosis screening and immunizations Appropriate insurance coverage during assigned shifts at a Presbyterian Healthcare facility or sponsored event Parking stickers (as applicable) A volunteer identification badge must be worn while on duty in assigned areas Letters of verification of service dates and hours. Please provide a minimum of 10 day notice. PHS volunteers shall be provided with appropriate space and information to function effectively and provide quality service. Formal recognition of all PHS active volunteers serving 50 hours or more in the previous calendar year at an awards and appreciation luncheon. Free flu shots Gift shop discounts of 20% on gift item purchases only Free valet parking while on volunteer duty (PH and PKH) Electronic delivery of volunteer newsletter

The following benefits require a minimum of 50 volunteer hours of service before eligibility: • The Healthplex is offering FREE membership to Presbyterian volunteers! Spouses will be required to pay $8 per month and are eligible to exercise at the Healthplex at 6301 Forest Hills Dr NE only. Spouses are not eligible to use satellite locations, as these locations require badge access through PH Security. Please note: NO Healthplex staff is on-site at the satellite locations. Healthplex staff reserve the right to refuse satellite location access to any individual deemed to be at high risk. You are highly encouraged to exercise with a buddy if you plan on using satellite locations. Additionally, the Aquatics Center is NOT included in this benefit. Volunteers will continue to pay $8 per month at this site. Volunteers must continue to volunteer at least 50 hours per year to be eligible for the free membership at the Healthplex and reduced membership at the Aquatics Center. • Eligibility to apply for the PHS Volunteer Healthcare Scholarships for those volunteers starting or continuing their careers in the healthcare industry • Presbyterian Volunteer Services Care Fund • How 2 OnDemand – online learning program • Eligibility for EAP (Employee Assistance Program) Services – for active volunteers only. No family members are eligible for these services. 15 15

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To To get get started, started, please please contact contact the the Volunteer Volunteer Manager Manager at at your your site site when when you you are are interested interested and and eligible. eligible. VOLUNTEER VOLUNTEERSERVICES SERVICES--SERVICE SERVICEAWARDS AWARDS Presbyterian PresbyterianVolunteer VolunteerServices Serviceswill willpresent presentaacertificate certificateof ofrecognition recognitionwhen whenaavolunteer volunteer reaches reaches50 50hours hoursand andaacertificate certificateand andpin pinfor for150 150hours hoursof ofservice. service.An Anhour hourpin pinwill willbe be presented presentedto tothose thoseactive activevolunteers volunteerswho whohave havecompleted completed300 300and and500 500hours hoursof ofservice. service. Pins Pinsare arealso alsoawarded awardedfor for1000 1000hours hours and andafter aftercompletion completionof ofeach eachone onethousand thousandhours hours thereafter. thereafter. Active Activevolunteers volunteerswho whocomplete completeaaminimum minimumof of50 50hours hoursin inthe theprevious previouscalendar calendaryear yearare are eligible eligibleto toattend attendthe theAnnual AnnualVolunteer VolunteerAppreciation Appreciation&&Awards AwardsLuncheon. Luncheon.During Duringthis this event, event,special specialrecognition recognitionisisgiven givento tovolunteers volunteerswith with5,000 5,000or ormore morehours hoursat atthe theend endof ofthe the previous previouscalendar calendaryear. year.

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VOLUNTEER DISMISSAL (Revised 4/2018) PURPOSE/POLICY Presbyterian Volunteer Services reserves the right to refuse volunteer service by any individual. It is never pleasant to contemplate dismissing a volunteer, but there are times when it is necessary. This process is in place to deal fairly and firmly with volunteers in these situations. It is important that all volunteers clearly understand the ground rules for dismissal. Each individual can then make a conscious decision to abide by PHS standards or choose not to volunteer in a PHS facility. Your first 90 days are considered an orientation period. We will evaluate your placement during this period. Dismissal may occur at any time during the first 90 days if PHS feels the working relationship is unsatisfactory. Causes for Dismissal: 1. Three absences without notice within the calendar year 2. Valid and documented complaint(s) from hospital staff 3. Valid and documented complaint(s) from patients 4. Documented breach of patient and hospital confidentiality 5. Criticisms of hospital administration, staff, policies, or programs 6. Chronic and documented inability to conform to rules and regulations as set forth by the volunteer department in the volunteer handbook 7. Failure to complete mandatory annual in-services/training by the end of the calendar year PROCEDURE A compilation of two documented incidents is considered grounds for dismissal. As incidents occur, the following steps will be taken: 1. First documented incident: The volunteer is to be counseled by the Director of Volunteer Services or Volunteer Manager. The volunteer is to be informed that this constitutes the first step in a serious process and another incident will result in dismissal. The Director or site Volunteer Manager will document the counseling and keep it on file. 2. Second documented incident: The Volunteer Director or facility Volunteer Manager will meet with the volunteer. The volunteer will be asked to leave. A record of the dismissal will be kept on file in the volunteer office. Immediate Dismissal The Volunteer Director or site Volunteer Manager may act to dismiss the volunteer immediately if the gravity of such an incident would indicate that the best interests of PHS patients and staff and the volunteer department would be served by immediate dismissal. Several examples include, but are not limited to: 1. Refusal to be tested for drugs or alcohol 2. Theft 3. Flagrant disregard for departmental safety procedures 4. Insubordination

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5. 6. 7. 8. 9.

Harassment Poor judgment resulting in danger to patient, staff or volunteer Severe breach of patient confidentiality Multiple documented incidents Disregard of previous redirection procedures REPORTING VOLUNTEER INJURIES (updated 6/2014)

POLICY All work-incurred injuries directly related to volunteer’s duties shall be reported immediately by the volunteer to the Director of Volunteer Services, Volunteer Manager or the staff person in charge prior to leaving the facility. Steps to Take if Injured at Work • Seek medical care immediately, if necessary. Medical care may be obtained at an Emergency Department, Urgent Care Center or Employee Health. • If you are injured at work, report the incident to your Service Area Manager, Director of Volunteer Services, Volunteer Manager, or the Volunteer Services staff person in charge as soon as possible within 24 hours. •

PHS volunteers who sustain an injury related to performing volunteer duties at PHS, regardless of its extent, should report the injury immediately to the Director of Volunteers and/or Volunteer Manager. The incident must be entered in to Advocate on PresNet and Risk Management should be notified. The injured volunteer should go to Urgent Care or Employee Health. Volunteers outside of Albuquerque should report to their Hospital Emergency Department for treatment and notify the Volunteer Manager in the facility.

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The Emergency Department and/or Urgent Care is authorized to provide initial treatment for an injury sustained by a volunteer related to performing their volunteer duties at PHS.

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The volunteer manager will follow up with the injured volunteer. Any bills received should be brought to the Volunteer Office immediately so they can be forwarded to Risk Management. Please be advised that Risk Management may contact the injured volunteer to gather information in the investigation of the incident.

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Volunteer Services is responsible for notifying Risk Management of the volunteer injury. Volunteer Program Managers: Go to “Risk Event” on PresNet. Click “New Incident.” This is what you use to report a volunteer injury. Risk Management and Employee Health will coordinate on authorization of reasonable and necessary medical care related to the volunteer injury. In Out-ofAlbuquerque facilities, Risk Management will authorize additional treatment.

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Prior authorization must be obtained before any additional treatment, consultation, therapy, diagnostic tests, pharmaceuticals or examination of any sort e.g., a specialist) is sought if PHS is to pay for treatment. This authorization needs to be made by Employee Health in consultation with Risk Management. The volunteer will be responsible for payment of any additional medical care if this authorization is not obtained.

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If hospitalization is required for an injury sustained while performing volunteer work at 18 18

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PHS, the volunteer will be hospitalized in a PHS facility pre-authorized by Employee Health and Risk Management. PHS will pay only for authorized medical expenses relating to the injury sustained while performing volunteer work and will not pay for any pre-existing medical condition. VOLUNTEER SERVICES - SELECTION AND PLACEMENT (Revised 4/2018)

POLICY The Director of Volunteer Services or his/her designee shall be responsible for setting up uniform volunteer selection and placement procedures for the department. Presbyterian Volunteer Services reserves the right to disqualify any applicant. PROCEDURES • The recruitment and selection of volunteers shall adhere to applicable PHS policies and practices. Volunteers may be men or women who are at least (16) sixteen years of age. No person shall be excluded from participation on the grounds of race, color, creed, national origin, age, sex, or disability. Persons with court mandated community service are not accepted into the Presbyterian volunteer program. •

The selection and placement of volunteers shall be determined by the established needs of PHS and the qualifications, ability and availability of the volunteer. As needs change for PHS or the volunteer, the position will be re-evaluated by the Volunteer Manager and/or Director.

•

All applicants for volunteer service shall be processed through the Volunteer Services department to assure that the applicant fulfills the basic requirements necessary to participate as a volunteer.

PROCEDURE (process for volunteer) 1. Volunteer Health a. Volunteers will comply with pre-placement tuberculosis screening and immunizations. b. Volunteers will not report for duty with any symptoms of communicable diseases. c. Job related illness, injuries or exposures to infectious disease are to be reported to Employee Health immediately for evaluation and follow-up. RETURN OF PREVIOUS PHS VOLUNTEERS •

Past Volunteers must have left their previous position in good standing. Reasons for leaving would include health issues, scheduling difficulties, resignation, etc.

•

Volunteers can be listed as LOA (Leave of Absence) for up to 6 months – this does NOT mean we will hold your volunteer assignment. Once he/she returns from LOA, if the same shift is available then it can be assigned at that time. Otherwise, an alternate shift/opportunity will be discussed with the Volunteer Manager.

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•

Those who have not been active for 6 months or more (including volunteers on medical leave, which requires clearance from a primary care provider) shall be required to: - attend a general volunteer orientation as a refresher to policies and procedures, etc. - complete the latest Compliance & Ethics training materials - complete any outstanding forms and requirements - attend the appropriate service area orientation, as necessary - submit documentation of immunizations and/or TB testing - Exceptions may be granted pending a discussion between the Director of Volunteer Services and the Volunteer Manager.

•

Any applicant or returning volunteer who is unable to meet the minimum requirements has the option of directing their request to the Director of Volunteer Services. All exceptions will be handled on a case-by-case basis and are at the sole discretion of the Director of Volunteer Services. If an exception is granted, only the Director of Volunteer Services is authorized to sign the Badge Authorization Form.

•

All volunteers shall be required to: 1. Complete an application for volunteer services including the confidentiality statement. 2. Undergo a criminal background check. 3. Be interviewed and oriented by the site Volunteer Manager. 4. Meet the established health requirements: TB clearance, seasonal flu shot, documentation of MMR, Tdap, Varicella (chicken pox), etc. 5. Complete the necessary training for the assignment. 6. Commit to a minimum 9 months of service (4 hours per week, minimum).

VOLUNTEER SERVICE BY CURRENT PHS EMPLOYEES/CONTRACTORS WITH PHS (Revised 8/2016)

POLICY • Acceptance of an employee for volunteer service at a Presbyterian Healthcare Services facility will be contingent upon the employee’s ability to meet the requirements of the Volunteer Services department, as well as acknowledgement of eligibility through PHS Human Resources. •

Qualified employees may volunteer after working hours provided the volunteer positions they seek are not in the departments where they work.

•

Employees who are retired from Presbyterian Healthcare Services for more than six months may volunteer for PHS provided acknowledgment of eligibility has been confirmed through PHS Human Resources. Assignments will be at the discretion of the Volunteer Services department and cannot be in the area from which he/she retired. Example: Surgery Nurse cannot volunteer with the Surgery Department.

•

Relatives of PHS employees may not volunteer in the same area where the family member is currently employed.

•

Exceptions to this policy can only be made by the Director of Volunteer Services when a clear action plan or boundary is in place. 20 20

Presbyterian Code of Conduct

Approved by the PHS Board of Directors August 2020

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A message from our President & CEO A message from our President & CEO Every day members of the communities we serve come to Presbyterian for their Every day members the communities wevisitors. serve come to often Presbyterian for their time in healthcare, as either of patients, members or This is a very vulnerable healthcare, as they eithercount patients, or visitors. This is often a very vulnerable time in their lives and on usmembers to help ease the way to better health. their lives and they count on us to help ease the way to better health. Presbyterian is committed to improving the health of the patients, members and Presbyterian is committed improving the health the patients, members and manner, communities we serve. Thetocommunity trusts us toofconduct our work in an ethical communities serve. The trusts to conduct our work to in meet an ethical manner, to do what wewe say we will docommunity and to uphold theusstandards necessary the everto do whatrequirements we say we will and to uphold the standards necessary to meet the everchanging of do healthcare. changing requirements of healthcare. This responsibility belongs to both the organization and to each of us as members of the This responsibility belongs toactions both the organization and to each of us behavior as members of the workforce. Each individual’s reflect our commitment to ethical as well as workforce. Each individual’s actions reflect our commitmentCode to ethical behavior as wellthe as treating others with fairness and respect. The Presbyterian of Conduct identifies treating others with fairness and respect. Presbyterian Codetoofearn Conduct basic principles Presbyterian requires ofThe its workforce in order and identifies maintain the basic Presbyterian of itscommunities workforce inand order to earn partners. and maintain the trust ofprinciples our patients, members,requires employees, business trust of our patients, members, employees, communities and business partners. This Code provides guidance, but does not address every situation in our Thiscomplex Code provides guidance, but does not address situation in our and heavily regulated environment. Weevery expect you to ask complex and and heavily environment. We expect you or to concerns ask questions useregulated good judgement. If you have questions questions and use good judgement. If you have questions or concerns about a situation, please contact your manager, the Compliance about a situation, please contact your manager, the Compliance Department or Human Resources. Department or Human Resources. Thank you for all you do for Presbyterian and for the communities Thank you for all you do for Presbyterian and for the communities we serve. we serve.

Dale Maxwell, Dale Maxwell, President & CEO President & CEO

Workforce includes leaders, employees, independent practitioners, contractors, volunteers, students, vendors & board members. Workforce includes leaders, employees, practitioners, contractors, volunteers, Approvedindependent by the PHS Board of Directors: Auguststudents, 2020 vendors & board members. Approved by the PHS Board of Directors: August 2020

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A message from our President & CEO Presbyterian’s purpose Presbyterian exists to improve the health of the patients, members and communities we Every day members of the communities we serve come to Presbyterian for their serve. healthcare, as either patients, members or visitors. This is often a very vulnerable time in their lives and they count on us to help ease the way to better health.

Values Presbyterian is committed to improving the health of the patients, members and

Our values are commitments we make to us each other asour members Presbyterian communities wethe serve. The community trusts to conduct work inofanthe ethical manner, team. We call these our CARES Commitments. In honoring our mission-based legacy, to do what we say we will do and to uphold the standards necessary to meet the ever- we commit changingto:requirements of healthcare. Collaborate Bring myorganization best to support success.of the This responsibility belongs to both the andindividual to each ofand us team as members Keepreflect my commitments and earn trust.behavior as well as Accountable workforce.be Each individual’s actions our commitment to ethical each other, listen andCode speakofhonestly. treating othersRespect with fairness andHonor respect. The Presbyterian Conduct identifies the Engage Participate fully with a passion forto excellence. basic principles Presbyterian requires of its workforce in order earn and maintain the trust of our patients, employees, and business partners. Serve members, Be dedicatedcommunities to patients, members and each other. This Code provides guidance, but does not address every situation in our

Our Promisecomplex and heavily regulated environment. We expect you to ask

The Presbyterian Promise is an expression our commitment to provide an exceptional questions and use good of judgement. If you have questions or concerns experience for our patients members. about aand situation, please contact your manager, the Compliance

We Promise: • • • • •

Department or Human Resources.

Thank you you, for alllisten you to doyou for and Presbyterian and compassion. for the communities To know you, respect treat you with To ease the to your best health. weway serve. To provide you with the highest quality care at the lowest possible cost. To communicate clearly and accurately, coordinate your care and involve you in decisions. To do what we say we will do.

Maxwell, strengthened by our differences Unified in ourDale purpose,

President & CEO We commit to an inclusive and equitable environment where everyone is valued and empowered for success. Our environment reflects the diversity of our community, learns from all perspectives, provides affordable, accessible and culturally appropriate healthcare and champions health equity for our New Mexico communities.

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A message from our President & CEO Culture of safety & wellness • Promote a culture of safety through individual and organizational Every day members of the communities we serve come to Presbyterian for their behavior based on shared beliefs and values. healthcare, as either patients, members or visitors. This is often a very vulnerable time in • Always seek to eliminate patient and member harm. their lives and they count on to help thework way environment to better health. forease a safe free of preventable • usStrive disease exposures, preventable lifting related injuries, Presbyterian is committed infectious to improving the health of the patients, members and violence staff harm. communities we serve. Theworkplace community trusts usand to conduct our work in an ethical manner, • Maintain a Just Culture to encourage routine reporting to do what we say we will do and to uphold the standards necessary tothe meet the evererrors or concerns, without fear of retaliation and to facilitate changing requirements ofofhealthcare. organizational process improvements so we may better serve This responsibility belongs both the organization and tomembers each of us ascommunities. members of the ourtoworkforce, patients, families, and workforce. Each individual’s actionsthe reflect ourand commitment ethical behavior as well as • Support safety wellness oftoour workforce through treating others with fairness and respect.including The Presbyterian Code of Conduct identifies wellness programs, support for a healthy life and work the basic principles Presbyterian requires of its workforce in order to earn and maintain the balance. trust of our patients, members, employees, communities and business partners. This Code provides guidance, but does not address every situation in our

Uphold ethical & regulatory standards complex and heavily regulated environment. We expect you to ask •

• • • • • • •

•

Seek the bestquestions course ofand action every situation and, with ethical useingood judgement. If youwhen havechallenged questions or concerns dilemmas, obtain the aadvice and please direction of supervisors, managers or senior about situation, contact your manager, the Compliance leaders. Department or Human Resources. Protect and uphold Presbyterian’s reputation and legacy for integrity and Thank for alland you professional do for Presbyterian community service in allyou personal actions.and for the communities serve. Adhere to all lawswe and regulations. Uphold an atmosphere that promotes and supports Presbyterian’s efforts to ensure compliance with laws and regulations. Know and abide by Presbyterian policies as they serve as guides to understanding how Presbyterian does business in a highly regulated industry. Be watchful in preventing fraud, waste and abuse of the resources entrusted to us by our patients and members. Dale Maxwell, Complete annual training as required. President & Conduct CEO Uphold our Code of as it applies to all members of the Presbyterian workforce. Understand that violations of our Code of Conduct or underlying federal or state laws, regulations, or Presbyterian policies could result in corrective action up to or including termination of employment, suspension of privileges, or termination of business relationships. Retain documents, email, data and other records for the appropriate and legally required length of time in accordance with record management policies.

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A message from our President & CEO Respect everyone

• Promote positive behaviors and work environments. Disruptive and/or harassing Every day members of the communities we serve come to Presbyterian for their behaviors, intimidation or retaliation by individuals at any level of the organization healthcare, as either patients, members or visitors. This is often a very vulnerable time in will not be tolerated. Leadership will address such behaviors with all members of their lives and they count on us to help ease the way to better health. the workforce. • Honorispatients’ andtomembers’ to participate in and make decisions Presbyterian committed improvingrights the health of the patients, members and about their care, including right to trusts refuseus care when permitted law. communities we serve. The the community to conduct our work by in an ethical manner, • Inform patients and members about their illness, treatment plan, pain to do what we say we will do and to uphold the standards necessary to meet the evermanagement, treatment alternatives and outcomes in a manner they can changing requirements of healthcare. understand. This• responsibility belongs to services both the when organization Provide interpretation needed.and to each of us as members of the workforce. Each individual’s actions reflect our commitment ethical behavior as well yourself to patients and members by providingtoyour name, your role andas • Identify Respect everyone treatingyour others with fairness respect. The Presbyterian Code of Conduct identifies the purpose for the and interaction. Promote positive behaviors andand work environments. Disruptive basic Presbyterian itsmembers’ workforce in order to earn maintain • principles Listen to and document requires patients’• of and concerns and complaints so theythe behaviors, intimidation or retaliation by individuals at any level o addressed. trust ofcan our be patients, members, employees, communities and business partners. will not be tolerated. willbest address such behaviors wi • Respect and listen to colleague’s perspectives, in order Leadership to provide the care or This Code provides guidance, but does not address every situation in our the workforce. service possible. complex and heavily regulated We expectrights you totoask • enables Honorenvironment. patients’ members’ participate in and make • Promote a framework of trust that teams toand work well together and build questions and use good judgement. If you have questions or concerns their care, including the right to refuse care when permitted by mutual trust. about a situation,• please contact your manager, the Compliance Inform patients and members about their illness, treatment plan, Department or Human Resources. management, treatment alternatives and outcomes in a manner Protect privacy & confidentiality understand. Thank you for all you do for Presbyterian and for the communities • Safeguard the privacy of patient member information.services when needed. • and Provide interpretation we serve. Although Presbyterian collects•information about our nts and members by providing your nam Identify yourself to patie patients purpose forthis the interaction. and members, we do not access, your use or discuss Listen toby and document information with others unless it•is allowed privacy laws.patients’ and members’ concerns and co can be addressed. • Protect confidential customer and organizational • Respect and listen to colleague’s perspectives, in order to provid information in accordance with privacy and security service possible. policies. Dale Maxwell, • information Promote a by framework of trust that enables teams to work well tog • Safeguard patient and member not President & CEO mutual trust. social posting their information or pictures to a website, media site or public forum, even if the patient is not identified. Protect privacy & confidentiality • Protect patient, member and employee data by only • Safeguard the privacy of patient and member information. accessing, using and sharing internally or externally in Although Presbyterian collects information about our patie nts accordance with privacy and antitrust regulations. and members, we do not access, use or discuss this • Safeguard our workforce’s information and records in the ame it is allowed by privacy laws. information with others unless same manner we would for patients and members. • Protect confidential customer and organizational information in accordance with privacy and security Workforce includes leaders, employees, independent practitioners, contractors, volunteers, students, vendors & board members. Workforce includes leaders, employees, practitioners, contractors, volunteers, policies. Approvedindependent by the PHS Board of Directors: Auguststudents, 2020 vendors & board members. Approved by the PHS of Directors: August • Board Safeguard patient and2020 member information by not 25 25 posting their information or pictures to a website, social 28 media site or public forum, even if the patient is not

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A message from our President & CEO Abide by the law, professional licensure & privileging • Abide by all federal and state laws including those that relate to members, patient Every day members of the communities we serve come to Presbyterian for their referrals and provider relationships. healthcare, as either patients, members or visitors. This is often a very vulnerable time in • Report to work or volunteer free from alcohol, drugs or other controlled substances their lives theyjob count on us to help easesafety. the way to better health. thatand affect performance and/or • Comply with all federal and state regulations and policies related Presbyterian is committed to improving thelaws, health of the patients, members and to environmental and safety,trusts including chemical, biological, ergonomic, communities we serve.health The community us tofire, conduct our work in an ethical manner, radiation, and electrical safety and appropriately handle, transport and dispose to do what we say we will do and to uphold the standards necessary to meet the everof medical waste and other hazardous materials. changing requirements of healthcare. • Ensure all licensure and certification required to provide safe patient This responsibility belongs tocurrent both the organization to each of us as members of the care are and renewed inand a timely manner. workforce. Each individual’s actions commitment to ethical behavior as well • Provide onlyreflect thoseour services within your licensure or scope of as treating others with fairness andand respect. Theyou Presbyterian Code Conduct practice for which are privileged to of perform at identifies the Presbyterian. basic principles Presbyterian requires of its workforce in order to earn and maintain the trust of our patients, members, employees, communities and business partners. • Ensure all reporting to the government is truthful and accurate and never give false or misleading information to a government This Code provides guidance, but does not address every situation in our employee, agent or person representing a government agency. complex and heavily regulated environment. We expect you to ask • Comply with the Health Insurance Portability and Accountability questions and use good judgement. If you have questions or concerns Act (HIPAA). a situation, please with contact your manager, Compliance • about Not employ or contract ineligible parties inthe accordance with Department or Human Resources. the Excluded Individuals and Entities policy. Thank you for all you do for Presbyterian and for the communities we serve.

Maintain financial integrity •

•

• •

Manage with integrity and prudence Presbyterian’s financial and other resources. Hold other Presbyterian workforce members accountable for doing the same. Do not violate laws pertaining to fraud, waste and abuse of government funds. Dale Maxwell, Ensure charges are submitted only for services or supplies provided to the patient President & CEO or member, accurately represent the level of service provided to the patient or member and have proper documentation and coding. Support internal and external audits and recommendations, and assist with any corrective actions. Conduct all negotiations and contracting in accordance with federal, state and local laws and regulations.

Workforce includes leaders, employees, independent practitioners, contractors, volunteers, students, vendors & board members. Workforce includes leaders, employees, independent practitioners, contractors, volunteers, students, vendors & board members. Approved by the PHS Board of Directors: August 2020 Approved by the PHS Board of Directors: August 2020

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Address conflicts of interest Address conflicts of interest • Identify situations where your personal interests may appear • • • • • • •

to to conflict Presbyterian’s interests. Identify with situations where your personal interests may appear to conflict with Presbyterian’s interests. Disclose the situation to your manager and complete the Discloseof the situation to your manager Conflict Interest Disclosure form. and complete the Conflict ofyourself Interestfrom Disclosure Withdraw making form. decisions that may appear Withdraw yourself from making decisions that may appear as a conflict. as a conflict. Refuse to accept or offer gifts or benefits or enter into Refuse to accept offer gifts competitors, or benefits orvendors, enter into relationships with or individuals, relationships with individuals, vendors, suppliers or contractors (such competitors, as pharmaceutical and suppliers or contractors (such asmay pharmaceutical medical device companies) that influence or and be medical device companies) that may influence or bebehalf perceived to influence a decision or action taken on f perceived to influence a decision orconflict action taken on behalf of Presbyterian in accordance with of interest f of Presbyterian in accordance with conflict of interest policies. policies.

Further, we expect leaders to set the example by Further, we expect leaders to set the example by committing to: committing to: • Act with unquestionable integrity. • •

• • • • • • • • • • • • • •

Act with unquestionable integrity. Investigate suspected legal and ethical violations in accordance with the Investigate suspected legalInvestigation and ethical policy. violations incorrective accordance withwhen the Compliance Reporting and Take action Compliance Reporting and Investigation policy.action Take corrective violations occur in accordance with corrective policies. action when violations occur of in accordance with corrective action policies. Create a culture compliance, safety and quality. Implement changes for Create a culture of compliance, safety and quality. Implement changes for identified problems, as appropriate. identified problems, asfor appropriate. Provide opportunities workforce members to participate in compliance, safety Provide opportunities and quality initiatives.for workforce members to participate in compliance, safety and quality initiatives. Manage disruptive and inappropriate behaviors according to Presbyterian policies. Managepatients disruptive inappropriate behaviors according to Presbyterian policies. Provide andand members the means to report their concerns about Provide patients and members compliance, safety and quality. the means to report their concerns about compliance, safety andethical quality.work environment and never exempt any employee Uphold Presbyterian’s Uphold Presbyterian’s ethical work environment and never exempt any employee from state or federal laws. from state or federal laws. Provide education that focuses on compliance, safety and quality. Providean education that focuses on compliance, and quality. Create environment free of harassment and safety discrimination, supporting diversity Create an environment free of harassment and discrimination, supporting diversity and inclusion. and inclusion. Treat workforce with respect and listen to their ideas. When possible, involve Treat workforce with respect and listen their ideas. When possible, involve workforce in decisions impacting their to work. workforce in decisions impacting their work.

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A message from our President & CEO See something, say something If you see something that does not seem right, we want to make sure it gets corrected. All Every day members of the communities we serve come to Presbyterian for their workforce members have a duty to report compliance concerns. This includes the healthcare, as either patients, members or visitors. This is often a very vulnerable time in following behaviors: their lives and they count on us to help ease the way to better health. • Unethical or prohibited behavior including actual or suspected unethical behavior, Presbyterian is committed to improving the health of the patients, members and illegal activity or violation of Presbyterian policies and procedures; communities we serve. The community trusts us to conduct our work in an ethical manner, • Disruptive or inappropriate behavior including disrespectful language, sexual to do what we say we will do and touching, to uphold anger the standards necessary to meet the evercomments, inappropriate outbursts, name-calling, racial or ethnic changing requirements of healthcare. jokes or slurs, intimidation, or the deliberate failure to follow policies, address safety concerns or patient needs; This responsibility belongs to bothcare the organization and to each of us as members of the • Action or inaction that may pose a danger to patients or resultasinwell as workforce. Each individual’s actions reflect our commitmentortomembers, ethical behavior care; treatingsubstandard others with fairness and respect. The Presbyterian Code of Conduct identifies the • Any retaliation for raising or reporting ethical, compliance other basic principles Presbyterian requires of its workforce in order to or earn andconcerns. maintain the Retaliation is not allowed, no matter the status or tenure of the person responsible trust of our patients, members, employees, communities and business partners. for the retaliation. Individuals who report concerns in good faith are protected from This Code provides guidance, but does not address every situation in our retaliation. complex and heavily regulated environment. We expect you to ask Presbyterian’s Compliance Department takes all concerns seriously and will follow up and questions and use good judgement. If you have questions or concerns take appropriate actions on all reports. All reports are treated confidentially, as the law about a situation, please contact your manager, the Compliance allows. Department or Human Resources. There are several ways to report. Contact: Thank you for all you do for Presbyterian and for the communities • Your supervisor, manager or senior leader; we serve. • Presbyterian’s Compliance Department; • Compliance and Fraud, Waste and Abuse Hotline (888) 435-4361 (anonymous); or • Human Resources through AskHR (505) 923-8750. The Compliance and Fraud, Waste and Abuse Hotline is available 24 hours a day, 365 days a year. An independent company answers all Hotline calls and you may stay anonymous. Maxwell, Those who chooseDale to give their names will have their identity protected to the extent CEO give enough details to investigate your concerns. allowed by law.President If you call,&please For more information about Presbyterian’s compliance program, visit the Compliance Department’s PresNet page.

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A message from our President & CEO Workforce commitment As a member of the Presbyterian team, I Every day members of the communities we serve come to Presbyterian for their acknowledge that I have read the Code of healthcare, as either patients, members or visitors. This is often a very vulnerable time in Conduct. I agree to support the values of their lives and they count on us to help ease the way to better health. Presbyterian and to abide by the standards above. I understand I will to beimproving held Presbyterian is committed the health of the patients, members and accountable if I fail to do so. I also communities we serve. The community trusts us to conduct our work in an ethical manner, understand that compliance regulatory to do what we say we will do with and to uphold the standards necessary to meet the everrequirements is everyone’s responsibility. changing requirements of healthcare. This responsibility belongs to both the organization and to each of us as members of the workforce. Each individual’s actions reflect our commitment to ethical behavior as well as treating others with fairness and respect. The Presbyterian Code of Conduct identifies the Signature basic principles Presbyterian requires of its workforce in order to earn and maintain the trust of our patients, members, employees, communities and business partners. Date

This Code provides guidance, but does not address every situation in our complex and heavily regulated environment. We expect you to ask questions and use good judgement. If you have questions or concerns about a situation, please contact your manager, the Compliance Department or Human Resources. Thank you for all you do for Presbyterian and for the communities we serve.

Dale Maxwell, President & CEO

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TITLE: Conflict of Interest - Employees CURRENT EFFECTIVE DATE: 03/01/2020

REFERENCE NUMBER: HR.PHS-E.317 PAGE 1 of 7

SCOPE: PHS-E PURPOSE: To define Presbyterian’s Policy regarding Conflicts of Interest. The objective in administering this policy is to: • avoid the creation of a Conflict of Interest or the appearance of a Conflict of Interest; • avoid favoritism or the appearance of favoritism; • avoid the inhibition or compromise of communication, decisions, or performance; and • deter harassment or the creation of a hostile environment in the workplace. POLICY: Policy Statement

Employees are to avoid a Conflict of Interest or an appearance of a Conflict of Interest.

Employee Disclosure

Employees are required to disclose to their manager or the Compliance Department the following situations or relationships: • Personal relationship, • Business relationship with any individual or company, • Ownership interest in another business, • Work for another employer, • Personal gain or offers of personal gain from entities that sell goods or services to Presbyterian. Managers are required to partner with a Human Resources Business Partner or a Senior Employee Relations Representative to determine if a Conflict of Interest exists. All Senior Leaders and Directors, as well as employees involved in vendor contracting or government grants, will be required to complete an online Conflict of Interest Statement annually. Failure to complete the Conflict of Interest Statement annually, within 30 days of assignment, could result in corrective action up to and including termination.

TITLE: Conflict of Interest - Employees CURRENT EFFECTIVE DATE: 03/01/2020 Personal Relationships

REFERENCE NUMBER: HR.PHS-E.317 PAGE 2 of 7

Supervision or Line of Authority: No employee should be in a position where he or she is supervising, being supervised, directly or indirectly, by any person whose relationship with the supervisor could affect the supervisor’s decision making or judgment, such as a Relative, Domestic Partner, or Significant Other (whether the other person is an employee or not, such as an independent Physician). Employees in a supervisor/subordinate relationship through hierarchy are expected to avoid personal relationships that could create an appearance of a Conflict of Interest or appearance of favoritism. Hiring, Placement and Continued Employment: A Relative, Domestic Partner, or Significant Other of an employee should not be employed within the same department as the employee or in any other position in which Presbyterian believes a Conflict of Interest or the appearance of a Conflict of Interest, favoritism or the appearance of favoritism may exist or where the relationships in the department or hierarchy may interfere, inhibit, or compromise decisions, communication, performance management, or orderly conduct of business. An exception may be made by Human Resources if a Conflict of Interest or the appearance of a Conflict of Interest, favoritism or the appearance of favoritism, and disruption or hardship to the department can be reasonably avoided (e.g., limited recruitment area or challenging recruitment, layers of organization between positions, possibility of transfer, etc.). An exception will be made on a case-by-case basis.

Other Employment or Business

Presbyterian reserves the right to restrict or prohibit an employee from engaging in other employment or business that: • is determined to create a Conflict of Interest, • could injure the competitive position of Presbyterian, or • could reflect negatively on the public image of Presbyterian. Employees are prohibited from conducting non-Presbyterian business during scheduled work hours.

TITLE: Conflict of Interest - Employees CURRENT EFFECTIVE DATE: 03/01/2020

REFERENCE NUMBER: HR.PHS-E.317 PAGE 3 of 7

Conducting Presbyterian Business

Employees are prohibited from conducting Presbyterian business at locations or events that may reflect negatively on the public image of Presbyterian or on an individual as an employee of Presbyterian.

Business Relationships

Employees are expected to conduct the business of Presbyterian to the best of their ability for the benefit and in the best interests of Presbyterian. Personal Gain: 1. Involvement with competitors, contractors, customers, or suppliers of Presbyterian: Employees are not to become involved in any manner with competitors, contractors, customers, or suppliers of Presbyterian if, as a result of their Presbyterian business relationship, such involvement would result in personal gain or the appearance of personal gain. Involvement could include the purchase, sale, promotion, or lease of any goods or services to or from any customer or supplier of Presbyterian. Note: See Presbyterian policy Conflicts of Interest and Interactions Between Representatives of Industry and PHS Workforce, COM.PHS-E.107. Goods or services purchased from a customer or supplier to Presbyterian on terms generally available to the public are permitted. 2. Use of one’s Presbyterian position or the positions of others: It is unacceptable for an employee to use their position or the position of another Presbyterian employee to: • solicit business for personal gain, • divert business for personal gain, or • promote their own business or product or a customer or suppliers’ product or service to others for personal gain. Business with Other Employees: Employees in a supervisor/subordinate relationship are expected to avoid business relationships that could create an appearance of a Conflict of Interest or appearance of favoritism.

TITLE: Conflict of Interest - Employees CURRENT EFFECTIVE DATE: 03/01/2020

REFERENCE NUMBER: HR.PHS-E.317 PAGE 4 of 7

Expert Witness

Presbyterian employees who act as an expert witness are prohibited from: • holding themselves out as a representative of Presbyterian; • acting as an expert on Presbyterian policies, procedures or standards of care; or • testifying as an expert witness against Presbyterian.

Tips, Gifts, Entertainment, and Other Benefits from Industry

Anyone wishing to make a donation or gift to the hospital or Presbyterian should be referred to the Presbyterian Healthcare Foundation. Employees are NOT permitted to solicit or accept money, gift cards, gift certificates, gifts, or rebates from current or former patients. Nor may employees accept the items noted above from persons with whom Presbyterian does business or is in the process of doing business, regardless of the amount (e.g., receiving a gift card for completing a survey, etc.). If an employee does receive such items, they may be required to reimburse the value to the patient, former patient or persons from whom Presbyterian does business or in the process of doing business. Exceptions to Gifts Rule: Unsolicited perishable items received that are not easily returned (such as flowers, candy, gift baskets) may be accepted as long as these items are not retained by an individual. Such items may be shared with the whole department, donated to charity, or distributed in a manner approved by the recipient’s manager. Non-perishable gifts such as tickets and gift certificates received must be returned to the giver and may not be accepted. For more detail, please refer to the Presbyterian Policy, COM.PHSE.107, “Conflicts of Interest and Interactions Between Representatives of Industry and PHS Workforce.”

Solicitation of a Vendor or Sponsor

Solicitations of a vendor or sponsor must be made only in accordance with Presbyterian Policy, COM.PHS-E.107, “Conflicts of Interest and Interactions Between Representatives of Industry and PHS Workforce.”

TITLE: Conflict of Interest - Employees CURRENT EFFECTIVE DATE: 03/01/2020

REFERENCE NUMBER: HR.PHS-E.317 PAGE 5 of 7

PROCEDURE: Addressing Conflicts of Interest

If the appearance of a Conflict of Interest should arise, the employee and/or manager should contact Human Resources. Human Resources, along with the manager, will: • address the issue on a case-by-case basis, so as to attempt to resolve the potential Conflict of Interest; • make decisions in a non-discriminatory manner on the basis of sound business judgment, business necessity and in accordance with applicable law; • •

Resolving Conflicts of Interest

record the decision completing the Conflict of Interest Disclosure Form (which will reside in the employee’s file); and if needed, review disclosed Conflict in conjunction with Presbyterian’s Legal and/or Compliance Department.

The following will apply to employees considered to be in a Conflict of Interest situation: Conflict Situation Personal Relationships Business Relationships, whether with an individual or a company Employment with another entity Personal Gain As an Expert Witness

Relationships Determined a Conflict of Interest

Resolution Transfer or possible corrective action, up to and including termination of employment. Request to terminate relationship; possible corrective action, up to and including termination of employment.

Request to discontinue other employment or possible corrective action, up to and including termination of employment. Request to terminate relationship; possible corrective action, up to and including termination of employment. Request to terminate relationship; possible corrective action, up to and including termination of employment.

The following will apply to employees whose employment situation is considered to be a Conflict of Interest due to a Relative, Domestic Partner, or Significant Other :

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TITLE: Conflict of Interest - Employees CURRENT EFFECTIVE DATE: 03/01/2020 If a transfer is: Possible

Not possible

Non-Presbyterian Employees

Employee Questions or Assistance

REFERENCE NUMBER: HR.PHS-E.317 PAGE 6 of 7

Then. . . the employee will be transferred at the earliest practicable time Human Resources and the department manager will make the decision as to which of the employees will be involved

And every effort will be made to place transferred employees into positions that are similar in terms of pay and status. the employee will be required to vacate their current position; possible corrective action, up to and including termination of employment.

In circumstances where a non-Presbyterian employed individual is part of a relationship prohibited by this policy, Presbyterian will work with the offices below to resolve any conflict: Then Presbyterian will work If the individual is. . . with. . a physician not employed by the Office of Medical Staff Affairs Presbyterian not employed by Presbyterian the appropriate entity Employees should: • Consult with AskHR, their Senior Employee Relations Representative, or Human Resources Business Partner if they are unsure of any current or possible future relationship with another business or other employment. • Refer anyone wishing to make a donation or gift to the hospital or to the Presbyterian Healthcare Foundation. • Refer any personal benefit Conflict of Interest questions to AskHR, Senior Employee Relations Representative, Human Resources Business Partner, or Corporate Compliance. • Refer any tips or gift questions to your manager, AskHR, Senior Employee Relations Representative, Human Resources Business Partner, or Corporate Compliance.

DEFINITIONS: Conflict of Interest: Any activity or relationship that is inconsistent with or opposed to Presbyterian best interests (or stated purpose for this policy) or could create an environment in which an employee’s business ethics could be compromised or questioned.

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TITLE: Conflict of Interest - Employees CURRENT EFFECTIVE DATE: 03/01/2020

REFERENCE NUMBER: HR.PHS-E.317 PAGE 7 of 7

Domestic Partners: Individuals who reside in the same household and are involved in a relationship but who are not legally married. Relatives: For purposes of this policy, a relative is defined as blood, in-law or step relationships, such as: husband, wife, mother, father, sister, brother, children, aunt, uncle, niece, nephew, first cousin, grandparents, and grandchildren or ex-spouse. Significant Others: Individuals who are having a romantic relationship or engaged to be married or individuals who reside in the same household and are involved in a relationship but who are not legally married. REFERENCES: • AMA Policies E-8.061 and H-140.973, which relate to gifts from Pharmaceutical Companies • Presbyterian Board Corporate Officer Conflict of Interest Policy Supplementing Section 2.3 of the Amended and Restated Bylaws of the Corporation. • Appendix I, Transactions with Disqualified Parties • COM.PHS-E.107, Conflicts of Interest and Interactions Between Representatives of Industry and PHS Workforce • LGL.PDS.129, Non-Monetary Benefits Provided to Physicians • Conflict of Interest Disclosure Form POLICY OWNERSHIP INFORMATION Department or Committee which Owns Policy: Department Leader or Committee Chair: Chief Human Resources Officer Policy Author / Subject Matter Expert: Relations

Human Resources Joanne Suffis, Senior Vice President,

Lee Patchell, VP-HR Partnerships & Employee

See Workflow History in PEL for Policy Approval Information Next Review Date: 03/01/2023

Replaces Policy(ies) Named and Dated: Conflict of Interest, HR.PHS-E.317, dated 04/24/2017

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Appendix I Transactions with Disqualified Parties Disqualified Parties: Defined by law to be “any individual who is in a position to exercise substantial influence over the affairs of the organization.” The term includes family members of a disqualified person and entities that are more than 35 percent controlled by disqualified persons. Persons deemed to have substantial influence include: • Voting members of an organization’s governing body (trustees, directors); • The President, Vice Presidents, or others who have authority to control or determine a significant portion of the organization’s capital expenditures, operating budget or compensation of employees, or other key managers; • Substantial contributors; • Persons whose compensation is based on revenues derived from activities of the organization that the person controls. Note: The Presbyterian Legal Department may be contacted in determining if a person meets the definition of a disqualified person. Duty to Disclose: For any possible or actual conflicts of interest, a disqualified person or interested person must disclose the existence of his or her financial interest and must be given the opportunity to disclose all material facts to the decision maker(s) considering the proposed transaction or arrangement. Determine Whether a Conflict of Interest Exists: After disclosure of the financial interest and all material facts, and after any discussion with the disqualified person, he/she should leave the board or committee meeting while the determination of a Conflict of Interest is discussed and voted upon. The remaining board or committee members shall decide if a Conflict of Interest exists. Procedures for Addressing the Conflict of Interest: A disqualified person may make a presentation at the board or committee meeting. After the presentation, he/she must leave the meeting during the discussion of and the vote on, the transaction or arrangement that results in the Conflict of Interest. The chairperson of the board or committee should appoint an independent committee to investigate alternatives to the proposed transaction or arrangement. The committee should be composed entirely of individuals unrelated to and not subject to the control of the disqualified person(s) involved in the arrangement. When approving the transaction or arrangement, the independent committee must have obtained and relied on comparable data (salary surveys, appraisals, competitive bids etc.,) prior to making its decision.

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Appendix I Transactions with Disqualified Parties, Continued If a more advantageous transaction or arrangement is not reasonably attainable, the board or committee should determine by a majority vote of the disinterested directors/members whether the transaction or arrangement is in Presbyterian’s best interest and for its own benefit is considered to be fair and reasonable. The board and the independent committee must have fully documented the basis for approving the transaction concurrently with making its decision. This documentation should include: • the terms of the transaction and the date it was approved, • the members of the board or committee present when the transaction was discussed as well as who voted for it, • the comparability data relied upon an how it was obtained, • the actions taken by members of the board/committee who had a Conflict of Interest in terms of the transaction. Compensation: A voting member of the board of directors who received compensation, directly or indirectly, from Presbyterian for services is precluded from voting on matters pertaining to that member’s compensation. A physician who is a voting member of the board of directors and receives compensation, directly or indirectly, from Presbyterian for services is precluded from discussing and voting on matters pertaining to that member’s and other physicians’ compensation. No physician, either individually or collectively, is prohibited from providing information to the board of directors regarding physician compensation. A voting member of any committee whose jurisdiction includes compensation matters and who receives compensation, directly or indirectly from Presbyterian is precluded from voting on matters pertaining to that member’s compensation. Physicians who receive compensation, directly or indirectly, from Presbyterian whether as employees or independent contractors, are precluded from membership on any committee whose jurisdiction includes compensation matters. No physician is prohibited from providing information to any committee regarding physician compensation. Annual Statements: Each disqualified party must sign a Conflict of Interest statement annually which affirms that they: • have received a copy of the Conflict of Interest policy, • have read and understand the policy, • have agreed to comply with the policy, and • understands that Presbyterian is a charitable organization and that in order to maintain its federal tax exemption, it must engage primarily in activities which accomplish one of more of its tax-exempt purposes.

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CONFIDENTIALITY (Revised 8/2016) POLICY The ability to maintain utmost confidentiality is a prerequisite to volunteer service at Presbyterian Healthcare Services. It is one of the most crucial standards of conduct on which the organization earns its reputation for integrity. Patients have a right to expect confidentiality with respect to their medical or personal information, and in the case of healthcare, there are state and federal laws to prohibit any unauthorized release of such data. Information, whether personal or health related, regarding patients, clients, and members is not to be discussed in or out of the facility with anyone not directly concerned with care and/or treatment. Volunteers must understand that breaking confidentiality constitutes cause for immediate dismissal, not only because of the sensitivity of the issue for the patient, but also because such disclosures may expose the organization to liability actions. Each volunteer signs a commitment to confidentiality statement as part of the application process. PROCEDURE 1. Confidentiality is discussed with each prospective volunteer as part of the interview and orientation. 2. Volunteers sign the following statement when applying to the program: “I understand that information regarding patients and residents is strictly confidential and must not be discussed either in or out of the facility. I also understand that breach of confidentiality is cause for my dismissal. The above information is accurate and correct to the best of my knowledge. I understand that listed references may be contacted and a criminal background check will be conducted.” 3. New volunteers are to complete applicable Compliance and Ethics training and in-services prior to beginning their volunteer assignment. All existing volunteers are required to complete applicable Compliance and Ethics training and in-services on an annual basis. EXPECTATIONS • Volunteers are to assure that their conversations are respectful to anyone who may hear or overhear them. • Volunteers are to protect the dignity and confidentiality of all patients, customers, and staff by discussing or sharing information for valid business reasons only. • Do NOT discuss information regarding patients/visitors with your family and friends or in public areas, particularly hallways, restrooms, elevators, waiting areas, cafeterias/break areas, etc. Think before you speak! • Make a commitment to always protect patient privacy. Do not leave paper records and files in public view, on fax machines or copiers; turn papers over, close files and put them away. • Computer passwords must be safeguarded. - Do NOT share, post or leave passwords in an easily accessible location - Do NOT create your password in such a way that it is easily guessed • Become familiar with the Patient’s Rights Brochure • Among other components, and in line with serving our diverse population and commitment to cultural competency, Presbyterian offers our customers free interpretation and translation services. These services are available in more than 100 languages and include American Sign Language (see page 60-65). 40 43

HIPAA: Privacy and Security Policies HIPAA Policies and Resources: Presbyterian Healthcare Services (PHS) has a comprehensive set of HIPAA (Health Insurance Portability and Accountability Act) Policies designed to interpret the HIPAA Privacy and Security regulations for the PHS workforce. These policies are available to workforce members through the Presbyterian Electronic Library (PEL) on the Presbyterian Intranet (PresNet) or from the Presbyterian Compliance Department. If you have questions about any of these policies, you may call the Presbyterian Compliance Department at (505)923-8544. Individual Workforce Are at Risk: Besides organizations, individual employees, contractors, volunteers, students and business associates are subject to potential criminal and monetary penalties for violating HIPAA privacy regulations. Accessing Patient Information for Self, Friends, Family or Others Workforce members may not use their access to read, copy or modify patient information regarding themselves or anyone for whom they are not officially providing care. If a member of the PHS Workforce desires access to his or her own patient information, a request must be made through normal channels established in the Medical Records Department of the Presbyterian facility, via a “MyPres” account online, or through the workforce member’s health care provider. Inappropriately accessing patient or member information is a violation of federal law and potential grounds for termination of the employment or contractual relationship with Presbyterian. Reporting Inappropriate Disclosures of Confidential Information HIPAA “Breach Notification” regulations require the healthcare organization to notify patients and members if their protected health information is “breached.” If you become aware that patient or member information in your possession, or in your company’s possession, has been inappropriately or accidentally disclosed, you must report that disclosure to the Presbyterian Compliance Hotline immediately: 1-888-435-4361. • Presbyterian will conduct an investigation and risk assessment to determine whether the disclosure meets the definition of “breach” included in the HIPAA regulations. • If the information disclosed was in an electronic format, please also contact the Presbyterian Information Service Desk immediately at 505-923-6825, and ask for the Information Security Engineer on call so that rapid action can be taken to safeguard information. You will be asked for any specific information about the disclosure that you may know, so that Presbyterian can follow-up in its investigation. Confidential Information Confidential information includes ‘Protected Health Information’ (PHI), but also includes financial information, operating methods, marketing strategies, and lists of patients, customers, members or employees.

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Information Technology Acceptable Use Policy All Presbyterian Healthcare Services (PHS) information technology and services are provided for the purpose of promoting and executing PHS business activities, are the property of PHS and/or specifically designated business partners, and are governed by this policy. Security and Monitoring Use of PHS Information technology services is subject to monitoring, without consent or notice, within the parameters of this policy. PHS may monitor electronically transmitted messages and information. There is no guarantee of privacy for the individual user regarding electronically stored or transmitted content using PHS information technology services. Individual users consent to such monitoring by their use of the services. Any user of PHS information technology services is advised that if monitoring reveals possible indications of unacceptable system use, the discovery will lead to corrective action, up to and including termination of a business or medical staff relationship. In addition, if such monitoring reveals possible indication of criminal activity, information systems personnel may provide the information from such monitoring to law enforcement officials. If PHS management deems that a violation of the information technology policies and procedures has or might have occurred, then the privilege of using those systems may be withdrawn indefinitely, without notice. Use of PHS computer hardware and software is a privilege, which can be withdrawn by PHS without notice. General Prohibitions All users of the computer and internal or external communications systems are expected to use PHS information technology services in an appropriate manner. The following are examples of prohibited conduct and each may result in corrective action, up to and including termination of employment or contractual services: • Disclosure of Confidential Information (including, but not limited to financial information or PHI) to any unauthorized individuals or entities. • Use of another person’s password, PIN, logon ID or access code, or disclosure of one’s own passwords without IS or managerial approval. • Use of Social Media, including accessing personal social media websites from a Presbyterian computer or posting images of or information about a Presbyterian patient or member. • Disclosing/Storing PHI on an unencrypted mobile device. Avoid use of mobile devices to store or send PHI: if you work requires such use, then the device must be encrypted to avoid potential federal HIPAA sanctions. • Unauthorized endorsement: Communicating material information that could be perceived as an official company position or endorsement without proper management approval. • Harassment: The transmission or storage of any discriminatory, offensive, disruptive, or unprofessional message or language; derogatory statements about a person, product or organization, or any defamatory information. Prohibited material includes, but is not limited to, profanity, sexual comments or images, racial slurs, gender-based comments, or comments that would offend another person because of their age, gender, sexual orientation, religious or political beliefs, national origin or disability. • Solicitation: Soliciting, except as provided for in the PHS Solicitation/Distribution/Posting Policy and as approved by management. Also includes the transmission or posting of any information or material that would violate the PHS Solicitation and Distribution Policy (HR.PHS-E.400). 45 42

• Leaving confidential information unattended: Failure at any time to clear from view, after use, sensitive or confidential information on PC or terminal screens that are unattended. • Modifying the configuration or setup of any PC without information services direction. A user may not install unauthorized software. • Participating or engaging in activities that violate PHS policies or standards. • Involvement in scams, phishing, schemes, unlawful and/or illegal activities. • Intentional disruption of information technology services. • Playing games via the network or internet. • Violation of copyright: Failure to obtain written permission from the author or artist prior to using copyright material, including unauthorized posting, transmission, or downloading of copyrighted material, trademarks, and service marks. • Unauthorized access. This includes, but is not limited to: o Accessing patient or employee information without a legitimate business need and authorized access; o Misrepresenting an individual’s identity of the source of communications or data; o Accessing or attempting to break into any confidential or private information without authorization, including servers, e-mail or voice-mail accounts, PC files or mainframe applications; o Import or export of any government controlled information to or from unauthorized locations or persons, without appropriate licenses or permits; o Modifications of files without owner’s permission; o Cracking of passwords. The existence of a file and access thereto does not grant permission or authorization to read it. This is not an exhaustive list and is intended only to exemplify the kinds of abuses that are prohibited by this policy. False Claims Act Educational Information Specific Information Regarding False Claims Liability, Whistle-Blower Protections and Related PHS Policies Presbyterian Position: PHS will not submit or cause to be submitted false or fraudulent claims. Furthermore, employees, contractors and subcontractors of PHS can be held liable for filing or causing to be filed false or fraudulent claims. PHS strictly prohibits the submission or participation in the submission of any false claims. The Federal False Claims Act (FCA) provides for liability for individuals who file or cause to be filed false or fraudulent claims. Examples of false or fraudulent claims include, but are not limited to : billing for services not rendered; billing for undocumented services; double-billing for items or services; making false statements in connection with the provision of services; participating in kickback schemes; including improper entries on cost reports; billing for medically unnecessary services; and assigning incorrect codes to secure higher reimbursement. The government may impose fines or bring a lawsuit to recover fraudulently-obtained monies. In addition, individuals may bring such a lawsuit on behalf of the government and, if successful, may share in a portion of the recovery. The New Mexico Medicaid False Claims Act is very similar to the FCA. Like the FCA, it allows individuals with knowledge of fraudulent activities to bring a lawsuit on behalf of the government to recover fraudulently-obtained monies and to share in the recovery, if successful. Whistle-Blower Protection: The FCA and the New Mexico Medicaid False Claims Act also provide statutory protections for whistleblowers. Under the Acts, an employer is prohibited from retaliating against an employee who reports fraudulent activities. 43 46

Related Policies and Training: PHS has implemented policies aimed at preventing the filing of false claims. Those policies include the False Claims Act Education policy (COM.PHS-E.105), the Required Training policy (HR.PHS-E.335), and the Compliance/Ethics Program (COM.PHSE.103). In addition, PHS will require that all members of the PHS workforce receive training information on these issues upon entry into a business relationship with PHS. Duty to Report: PHS requires that any workforce member having knowledge of or suspecting the existence of fraudulent activities immediately contact an immediate supervisor, the facility human resources manager, or another member of the facility management staff. Workforce members may also report fraudulent activities to Andrea Kinsley, Vice President Corporate Compliance, via telephone (505)923-8547, the Compliance Hotline (888)435-4361, or the PHS Compliance Officer email (akinsley@phs.org). Reports made to the Compliance Hotline may be made anonymously. DRUG FREE/TOBACCO FREE WORKPLACE (Revised 6/2006) PURPOSE/POLICY STATEMENT PHS wishes to ensure a drug-free workplace. We believe the use of alcohol and unlawful drugs on and off the job can have serious work related effects. The following policy is intended to help PHS maintain a drug-free environment. If a volunteer is found to be in violation of this policy, formal corrective action up to and including dismissal may occur. INTERPRETATION & GUIDELINES 1. Reporting for duty under the influence of or possession, use, sale, distribution or purchase of alcohol/illegal drugs, controlled substances or related paraphernalia on PHS property is prohibited and is a violation of this policy. Volunteers found to be in violation will be subject to the corrective action process up to and including dismissal. 2. The possession and/or consumption of alcohol on PHS premises, as part of a sponsored social event must be approved in advance by a vice president or facility administrator. Reference to the availability of alcohol should not be made in invitations or other promotional materials. TESTING FOR ALCOHOL OR DRUGS Testing for alcohol or drugs may occur in the following situations: 1. Following an occurrence in which a patient, employee, volunteer or visitor is injured and human error is suspected. 2. In situations where management has reasonable suspicion that any portion of this policy is being violated. 3. In situations outside the workplace where a volunteer is involved in possession, use, sale or distribution of controlled or illegal substances. VOLUNTEERS 1. When a staff member has reason to suspect drug-related misconduct including use, possession and/or distribution on PHS premises, use of alcohol or drugs while on duty or reporting to work under the influence of alcohol or a controlled or illegal substance, the volunteer(s) may be asked to submit to a urine and/or blood tests. Failure to consent to testing procedures will result in termination. 47 44

2. If drug related misconduct occurs, the following guidelines should be followed by the department director or house supervisor. • Immediately secure all evidence in a safe location. • Advise the Volunteer Director and determine the appropriate process to follow in resolving the situation. • Gather supporting documents or statements from the individual(s) who have observed or reported relevant incidents. • Volunteers suspected of drug related misconduct will be tested even if they admit to being “under the influence.” Specimen collection will take place in the employee health service or emergency department. * If the specimen is collected in the emergency department, the collection container should be sealed and held in the emergency department until it can be transported to the employee health service. CONFIDENTIALITY AND TESTING PROCEDURES 1. Volunteer testing will be handled in a confidential manner and chain of custody procedures strictly followed. 2. Test results will be called to the director of employee health service or the designate in the employee health service who in turn will release the results to the volunteer department director. TOBACCO-FREE ENVIRONMENT Effective November 17, 2005, Presbyterian prohibits tobacco use by employees, volunteers, family members and patients on all Presbyterian campuses. It is not the responsibility of any volunteer to tell visitors/staff/other volunteers, not to smoke on PHS property. Notify Security or facility staff, if needed. The following activities are not allowed at any time on all Presbyterian property and campuses (including parking lots & personal vehicles located in parking lots): • smoking tobacco (cigarettes, cigars or pipes) and • use of smokeless tobacco products such as, but not limited to, chewing tobacco, snuff or smokeless (a.k.a. “E” or “electronic”) cigarettes. If your clothes smell of tobacco or smoke, your supervisor may ask you to change your clothing and/or restrict you from accessing patient areas. In addition to protecting themselves, each other and Presbyterian’s patients and visitors, employees/volunteers are expected to respect the Presbyterian brand name by not smoking or using smokeless tobacco products in the proximity of Presbyterian property, signage, name or logo. At any time, in a public location, but not limited to Presbyterian property and campuses, Presbyterian employees/volunteers are not allowed to smoke and/or use smokeless tobacco products while • wearing any clothing with the Presbyterian name or logo on it, • wearing a Presbyterian identification badge and /or • near any Presbyterian signage.

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SAFETY PROCEDURES (Revised 9/2012) POLICY Volunteer Services will establish and maintain an effective safety program in this area. The unit specific program is aimed at providing a safe environment for all employees, volunteers, visitors and patients. This program will comply with all relevant regulations and approved standards of healthcare. PROCEDURE Responsibility of Managers, Employees, and Volunteers: Managers: • Responsible for the overall safety of the department including the establishment and enforcement of all department safety standards. • Maintain safety awareness among employees and volunteers Employees and Volunteers: • Must be alert for unsafe acts and/or conditions. Immediately report any spills on tile and/or tears in carpet as these can pose a slip/fall risk for our patients and customers. • Respond to any unsafe act, situation or condition, by initiating maximum corrective action that can be affected without exposing oneself to danger or peril. • Responsible for understanding and following the standards established in their unit. • Report and document all job-related injuries/illnesses with the department supervisor. Employee injury reports should be completed and given to your supervisor immediately. • SAFETY IS EVERYONE’S JOB!! Suicide Ideation When approached by a person that asks, “Where do I go if I am suicidal?” Walk them to the ER window and wait with them in the check in process. If approached by someone saying “I was told, ‘I or my family member need to have a psych evaluation, where do we go?” Point them to the ER only.

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FIRE RESPONSE/EMERGENCY MANAGEMENT (Revised 4/2014) Fire Safety is an important part of your role at Presbyterian in all facilities whether you are employed, contractor or volunteer. You must know the locations of the following: • Fire and Disaster policies (ask your supervisor. Red & Fire Disaster plan books available in all facilities and online). • Fire alarm pull stations • Exits • Evacuation routes • Oxygen shut off valves (in hospitals) • Fire Extinguishers Upon activation or notification of the fire alarm and the overhead announcement of “Fire Alarm” volunteers should adhere to the “shelter in place” procedure. It is extremely important that people are not moving throughout the facility during an incident; doing so may put you or others in danger. •

Shelter in Place – If there is a Fire Alarm announcement (or any other announcement); volunteers are to stay where they are unless they are in immediate danger. If you are in an enclosed office area or patient room, please exit the location and wait in the hallway area for further instructions from PHS staff or the “ALL CLEAR” announcement has been made.

•

Rescue or Remove – If a volunteer is in the incident area, they should help rescue or remove those in immediate danger first. That includes evacuating themselves. Use the RACE acronym for fire/smoke situations. RACE R escue or relocate all persons in immediate danger A nnounce: Notify any co-workers in the area by yelling out “Fire Alarm”; activate the nearest fire alarm pull station. At hospital facilities, notify the hospital operator (PBX) by dialing “55”; all other facilities, dial 9-911 and give the nature or type of fire, the facility address and the exact location of the fire in the facility – then dial “55” and report the same information to the Presbyterian operators. C ontain: Close all doors and ensure a positive latch; clear hallways placing portable equipment in appropriate locations. E xtinguish or Evacuate: Extinguish the fire if you are trained to use a fire extinguisher; Ensure that all persons are evacuated as necessary in the following order: Evacuation Priority. During a fire emergency, the evacuation priority is (be sure to check the public restrooms): 1. Evacuate persons in immediate danger. 2. Evacuate those who can walk with little or no assistance. 3. Evacuate those who cannot walk or who need assistance walking. NEVER evacuate unless your supervisor or charge nurse orders an evacuation. At non-hospital locations, follow your facility evacuation procedure.

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•

Do Not: o Disregard the alarms o Call the Hospital Operator and ask, “Are the alarms real…what should I do?” o Request that the operator stop the alarm.

•

Report to the nearest unit charge person - If volunteers are not in immediate danger, they should report to the person in charge of the nearest unit. If in transit (in a hallway, etc.) proceed to the nearest unit to report in and wait for directions. Once volunteers report to a charge person/supervisor/manager, they may assist with simple things such as closing doors, informing people, etc.

*PMG & POB occupants must evacuate the building during a Fire Alarm. Whenever you evacuate the building, please make sure to stay a safe distance away until the “all clear” is announced. FIRE ALARMS and DRILLS 1. When you hear a Fire Alarm – RESPOND as though there is an actual fire! Use the RACE procedure, and seek out your supervisor. 2. DO NOT disregard the alarm, ask if you should respond or call the Hospital Operator and ask “Are the alarms real … what should I do?” If any volunteer is the first or only person to notice fire and/or smoke in any area: a. Immediately announce “Fire Alarm” and the exact location of the fire and/or smoke. b. Activate the nearest pull station. Please familiarize yourself with the location of the nearest pull station and fire extinguisher in your assigned area. c. Close all doors in the immediate area. d. Dial “55” (“911” for PMGs, Healthplex, Aquatics and Cooper Center) and report the exact location of the fire and/or smoke to the Hospital Operator; give as many details as possible. e. Attempt to extinguish the fire with a fire extinguisher only if you have been trained to do so and are comfortable using a fire extinguisher: Pull the pin Aim the nozzle at the base of the fire Squeeze the handle Sweep the base of the fire f. The volunteer who noticed the fire and/or smoke shall remain in the immediate area in a safe location, until debriefed by Security and/or Maintenance. g. Call the Information Desk or designated area to report your location. h. Upon completion of the Security and/or Maintenance debrief, immediately report to the Information Desk or designated area. Note: If the “All Clear” has been given, the volunteer may return to his/her volunteer area. i. Be aware that all doors will close automatically. Avoid getting yourself or a patient caught in them. They will not lock, just close. REMEMBER, IF THERE ARE ELEVATORS IN YOUR FACILITY, THEY CANNOT BE USED DURING A “FIRE ALARM.”

Evacuation Priority During a fire emergency, the evacuation priority is (be sure to check the public restrooms): l Evacuate persons in immediate danger. l Evacuate those who can walk with little or no assistance. l Evacuate those who cannot walk or who need assistance walking. 51 48

• • • •

Volunteers must sign-in with and wait for further instruction from the Volunteer Manager or designee. If any volunteer cannot be accounted for, the information will immediately be reported to the Security Department who will in turn relay the information to the Incident Commander and/or the Fire Department. All volunteers will remain in the specified meeting area until they are given the “All Clear” to return to work. All volunteers will be instructed to go home and not return to the facility unless otherwise notified. Note: Should any volunteer express a desire to remain at the facility to provide assistance during the disaster, report to the Volunteer Manager or designee.

NEVER evacuate unless a supervisor or charge nurse orders an evacuation. Other Emergency/Disaster phrases include: Active Shooter – ALWAYS dial 911 FIRST Code Blue = Medical Emergency Utility Outage/Disruption Kidnapping/Missing Person Violent Person Severe Weather Bomb Threat (will NOT be announced, key personnel will be notified directly) Chemical Spill Dr. Gerber – infant security alarm External Disaster Evacuation Hospital Capacity Staging Area Code Pink (PH and RMC only) = infant emergency Emergency Management Emergency Management comprises all the ways Presbyterian manages its resources and responsibilities to deal with a major emergency incident, either external or internal. An Internal Disaster is an emergency incident that causes injury to persons within a PHS facility or damage to a PHS, facility, which can result in relocation of patients, visitors, members and/or personnel within a PHS facility or an evacuation of one facility to another. Examples of internal disasters include: Fire, Hazardous Materials Spill, Missing Persons, Violent Person and Utility Outage. In the event of an Internal Disaster you should: • Secure the area of danger, if you feel it is unsafe, so that patients, visitors and unauthorized staff cannot enter. • Evacuate the area of danger if you do not feel safe. • Report to your manager or supervisor for additional instructions. An External Disaster is an emergency incident that may not cause injury to persons within a PHS facility but requires a Presbyterian hospital facility to receive and treat a large influx of external disaster victims. Examples of External Disasters include: Natural disasters like floods, wildfires, a fire at another facility, a hazardous materials spill on the highway, an airplane crash… IMPORTANT PHONE NUMBERS (in an emergency) To Report any Emergency Dial 55 (at Presbyterian Downtown, Kaseman, Northside & Rust Medical Center) To Report any Emergency Dial 911 (at PMG, Cooper Center, Healthplex, & Aquatics Center)

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When to call “55” and when to call “911” Call “55” when the incident occurs within PHS property (inside building, right outside ER entrance, helipad). Call “911” when the incident occurs outside PHS property (outside building, parking lots, etc.) Please notify Security in the event of any incidents on or off property. ACTIVE SHOOTER RESPONSE (January 2015) What is an ACTIVE SHOOTER? Active shooter refers to a person or persons who enter PHS property with a firearm with the intention of harming specific or random persons. Turn off your cell phone. If an Active Shooter is known to be on property, “Active Shooter” will be announced on the overhead paging system and a general location of the Active Shooter will be identified by floor or general area. (Example: “Active Shooter – PreOp” or “Active Shooter – 7th Floor”) Notify any co-workers in the area by yelling out “Active Shooter.” If you are the first to see/hear a person with a weapon – RUN. If it is safe to do so - dial 9-911. Give them as much complete information as possible including the address and EXACT location in facility – do this from a safe location. If the facility does not have the ability to announce overhead, activate the facility internal call tree or direct staff to verbally notify other staff of the Active Shooter. This should be done from a safe location. An Active Shooter announcement should NEVER be ignored. ALL workforce members should take immediate action according to whether they are located in an Affected Department/Unit (i.e., the immediate location of the active shooter) or in a Non-Affected Department/Unit. Regardless of whether you are in an affected area or non-affected area when an Active Shooter is announced, the general rule of thumb is, if it is safe to do so, exit the building immediately. Active Shooters can change locations quickly and many of our facilities have several stairs, elevators, entrances/exits which an Active Shooter can use to change locations. If you are unable to exit the building safely, you should remain where you are and/or hide to the best of your ability (lock doors, turn off lights, barricade the doors). Run, Hide, Fight (Fight, only as a last resort). WEAPONS Presbyterian prohibits weapons, including firearms, on Presbyterian property or in Presbyterian owned, leased or managed vehicles/facilities. On occasion, law enforcement officers will come onto Presbyterian property or enter the facilities and be carrying their service weapon. They may be in or out of uniform. Certified Police Officers are authorized to carry their service weapon at all times. Presbyterian may still ask the officer to put the weapon in their vehicle. Presbyterian Security or the facility Administrator should be notified immediately when individuals come onto Presbyterian property or enter facilities with weapons. In hostile situations or situations of imminent danger, call local law enforcement immediately. 51 55

INFECTION CONTROL – Applies to all Non-Employee Workforce Members (Revised 4/2018) The purpose of the infection control program is to prevent Hospital Acquired Infections or healthcareassociated infections to the extent possible and monitor and/or manager outbreaks after they occur • Prevention (hand hygiene, cleaning and disinfecting) • Monitoring (surveillance, outbreak investigation) • Management (outbreak planning/interruption) Presbyterian’s Infection Control Team o Every Presbyterian facility has an infection control practitioner available by calling the hospital operator. All Presbyterian healthcare workers (including volunteers) have the responsibility to be aware of the risks and follow infection prevention procedures to minimize the transmission of infections. In addition, they should be able to identify infection risks and refer potential infection control issues to their manager. Basic Principles – How Infections are Spread: o All people (patients, healthcare workers and visitors) are potentially infectious eve if they do not have a known recognized infection. o Most infections are spread by body fluids or by contact with moist tissues. o The most common way to spread germs is on contaminated hands. o Many germs may be spread through coughing and sneezing, especially during flu season. Germs spread through the air but they can also collect on your hands when coughing or sneezing. Respiratory Etiquette to Prevent Transmission: o Cover coughs or sneezes with tissue or the sleeve of your clothing o Clean your hands after coughing or sneezing o Keep a 3 foot distance from others around you if possible Transmission of Germs on Surfaces o Pathogens (germs) can live on many surfaces. o Clean surfaces with alcohol-based or antibacterial cleansers to reduce pathogens. GLOBAL RED RULES 1. Positive Patient Identification 2. Proper Hand Hygiene – “Gel in and gel out” Before and after rendering ANY patient care and/or entering a patient’s room, appropriate hand hygiene will be adhered to. When hands are visibly soiled, they must be washed thoroughly with soap and water for at least 20 seconds. In between hand washing, alcohol based hand gel should be used. Hand Hygiene: CLEAN HANDS are the single most important factor in preventing the spread of germs. Keep your hands clean to protect yourself, other healthcare workers, patients and visitors from infection. Hand Hygiene is a “Global Red Rule” at Presbyterian – that means we ask EVERYONE to observe this rule, in every circumstance where it applies. Protect yourself, other healthcare workers, patients, members and visitors from infection! 56 52

Hand Hygiene is the act of cleaning your hands either by traditional hand washing with soap and water or an alcohol-based waterless hand rub (ABHR). Traditional Handwashing is required: • When hands are visibly dirty or otherwise contaminated/soiled; • After using the restroom; • Before and after eating or preparing foods; • After using a handkerchief or tissue; Recommended Hand Washing Technique: • Wet hands with water and apply soap. • Rub hands together for at least 20 seconds. • Rinse and dry with disposable towel. • Use towel to turn off faucet Advantages of Waterless Hand Rub (WHR): • Waterless hand rub is available throughout Presbyterian. • Quicker to use. • Kills more germs than soap and water. • Less drying to the skin than soap, water and paper towels. How to use Waterless Hand Rub (WHR): • Apply enough product to wet hands thoroughly. • Rub hands together covering all surfaces until dry. Liberal use of hand lotion is encourages to prevent dry cracked skin. Only use the approved lotion supplied by Presbyterian because: • Some lotions make medicated soaps less effective. • Some lotions cause the breakdown of gloves. • Lotions can become contaminated with bacteria. It is less likely that lotion in dispensers will become contaminated. Education At the time of volunteer orientation, all volunteers shall be educated on the importance of infection control, body substance precautions and their responsibility in the program. Education through annual in-service meetings and memos to all volunteers will be used to provide continuing education on the universal/standard precautions and tuberculosis procedures in place at PHS. Wipe down wheelchairs/other equipment (with approved cleaning materials) between patients. Patient Precautions Volunteers do not assist with or provide services to patients who are designated as being under airborne droplet contact precautions (unless stipulated specifically by the department and the volunteer has completed the required Infection Control training). Seasonal Influenza (Flu) • All workforce are strongly encouraged to get their seasonal flu vaccine each season. • Information regarding flu shot clinics, schedules, and forms can be found on PresNet – please ask your Volunteer Manager to assist you with accessing PresNet. 53 55

•

Anyone who has not received their flu vaccination and has direct patient contact will be required to wear a mask during flu season. Please refer any questions to Infection Control staff.

Healthcare Worker Illness To prevent the spread of infection in the workplace: • Employees and volunteers should stay at home when they are sick. • For some infections and for exposure to certain infections (even if the exposure occurs outside the hospital), employees and volunteers are obligated to follow the work restriction policy. • Employees/volunteers who are excluded or restricted in their job duties must be cleared through Employee Health Services before returning to work/volunteering. • Keep immunizations up to date! • If exposure occurs, notify your manager immediately. HANDWASHING PROCEDURES Repeat steps until hands are clean. Wash hands for at least 20 seconds. • • • • • • •

Standing away from sink, turn on faucet and adjust water temperature. Keep your clothes dry – moisture breeds bacteria. Wet hands and wrists with lukewarm water. Apply soap. Place one palm over the other working the soap into a lather. Rub your hands palm to palm, fingers interlaced. Rub back fingers to opposing fingers interlocked. Be sure to get underneath the fingernails and nail bed. Rotate the right thumb in a rotational manner clasped in the left palm and vice versa. Rub backwards and forwards while rotating the tops of fingers and thumb of right hand in left and vice versa.

Liberal use of hand lotion is encouraged to prevent dry cracked skin. Only use the approved lotion supplied by Presbyterian because: - some lotions make medicated soaps less effective - some lotions cause the breakdown of gloves - lotions can become contaminated with bacteria. It is less likely that lotion in dispensers will become contaminated.

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Facts about COVID-19

What if I’m Not Feeling Well? If you are experiencing any of the listed symptoms of COVID-19, or any flu- like symptoms, it is critically important that you call off for your shift. Please contact the following if you develop any symptoms (call or email): • Your Volunteer Manager • Service Area Supervisor

ACKNOWLEDGEMENT OF VOLUNTEER RESPONSIBILITIES DURING COVID-19 ACKNOWLEDGEMENT OF VOLUNTEER ACKNOWLEDGEMENT OF VOLUNTEER RESPONSIBILITIES DURING COVID-19 RESPONSIBILITIES DURING COVID-19

COVID-19 presents special challenges to you during your volunteer service assignment with Presbyterian Healthcare COVID-19 presents challenges to you during your volunteer service Services (PHS). In order to provide the best opportunity for a special successful volunteer experience during COVID-19, theassignme COVID-19 presents special challenges to you during your volunteer service assignment with Presbyterian Healthcare Services (PHS). In order to provide the best opportunity for a successful volunteer ex following rules and responsibilities apply to all PHS volunteers. Services (PHS). In order to provide the best opportunity for a successful volunteer experience during COVID-19, the following rules and responsibilities apply to all PHS volunteers. Your Riskapply to all PHS volunteers. ollowingUnderstanding rules and responsibilities Understanding Your Risk COVID-19 presents Understanding Your Risk additional risks for volunteers assigned to both inpatient and outpatient settings. The facility where you COVID-19 additionalinfection risks forcontrol volunteers assignedthere to both and aoutpa volunteer may be treating COVID-19 patients. Whilepresents we use stringent procedures, is inpatient nonetheless volunteer may be treating patients. While wefacility use stringent infection control COVID-19 risks for to volunteers assignedvirus to both inpatient and outpatient settings. The where you riskpresents that youadditional may be exposed the SARS-COv-2 that causesCOVID-19 COVID-19 during your volunteer service. risk that you may be exposed to the SARS-COv-2 virus that causes COVID-19 during volunteer may be treating COVID-19 patients. While we use stringent infection control procedures, there is nonetheless a risk that you may be exposed to the SARS-COv-2 virus that causes COVID-19 during your volunteer service. Requirements of all Volunteers Requirements of all Volunteers Requirements all Volunteers Prior to of reporting for each shift, we require the following: Prior to reporting for each shift, we require the following:

Prior to reporting requiremanager the following: Youeach alertshift, your we volunteer if you do not feel well the day before your return, even if you have tested • for • You alert your volunteer manager if you do not feel well the day before your r negative for COVID-19. COVID-19. • You alert your volunteer manager if you do not feelnegative well thefor day before your return, even if you have tested • You alert your volunteer manager if you live with or spend time with anyone who is feeling unwell or who negative for COVID-19. • You alert your volunteer manager if you live with or spend time with anyone has tested positive for COVID-19. has tested positive for COVID-19. • You alert your volunteer manager if you live with or spend time with anyone who is feeling unwell or who • Upon entryfor of all Presbyterian facilities, your temperature will be taken and you will complete a COVID-19 has tested positive COVID-19. • Upon entry of all Presbyterian facilities, your temperature will be taken and y symptom screening. Your volunteer service may be postponed if you have a fever, whether due to symptomwill screening. Your service may be postponed if you have a • Upon entry of all Presbyterian your be taken and volunteer youwith willCOVID-19. complete a COVID-19 COVID-19 or any otherfacilities, infection, or iftemperature you have symptoms consistent COVID-19 or any other infection, if you have symptoms consistent with CO symptom screening. Your volunteer service may be postponed if you have a fever,or whether due to COVID-19 or any other infection, or if you have symptoms consistent with COVID-19. Physical Distancing Physical Distancing It is important that you practice physical distancing, both in the community and during your volunteer service. Physical It is important that you practice physical distancing, both in the community and during Physicaldistancing Distancing means keeping at least 6 feet from other people, not gathering in groups of more than 5 individuals, and distancing means keeping at least 6 feet from other people, not gathering in groups o t is important thatcrowded you practice physical distancing, both in the community and during your volunteer service. Physical avoiding places. avoiding crowded places. distancing means keeping at least 6 feet from other people, not gathering in groups of more than 5 individuals, and avoiding crowded places.

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Volunteer Services Volunteer Services

Voluntee

01-9550-028 (Rev. 6/20) Page 1 of 2 01-9550-028 (Rev. 6/20) Page 1 of 2

Acknowledgment: In an effort to minimize the risk of COVID-19 transmission to patients, healthcare workers and others, the following requirements and expectations must be acknowledged. Please read and initial that you understand and agree to each requirement. 1. I understand that my volunteer service may be suspended at any time due to the pandemic. 2. I understand that I will be required to wear a mask when entering and while inside the facility. I am required to bring my own mask. I further understand that the facility requires everyone to cover their mouth when coughing or sneezing (when not wearing a mask – e.g. eating, drinking), use tissue and dispose of tissue in trash cans as required by the NM Department of Health. 3. I understand that upon entry to the facility, I will be screened for COVID-19 symptoms and have my temperature checked. 4. I understand that if I am unable to tolerate wearing a personal mask, I may not be able to serve in a volunteer capacity at a healthcare facility. 5. I will engage in physical distancing during my volunteer service. 6. I will immediately contact my supervisor if I develop symptoms of any illness, and follow supervisory direction to depart the facility as a result, if instructed to do so. By signing below, I agree to follow all the requirements outlined above. I understand that failure to follow the requirements above may result in my volunteer service being suspended.

VOLUNTEER SIGNATURE

DATE

PRINTED NAME

How to Prevent Falls Caused by Slips and Trips Housekeeping: • Contact Housekeeping to make sure all spills are cleaned immediately. • Keep walkways clutter free • Close file cabinet or storage drawers • Cover cables that cross walkways • Keep work areas and walkways well lit Floor: • Report uneven, defective flooring, worn spots in carpets, chipped tiles, and worn stair treads to management. Footwear: • Select proper footwear for the job you are doing and the environment in which you work. • Avoid shoes with uneven or slick soles, as they do not provide good traction. • Use footwear that fits properly. Appropriate Pace: • Take your time. Slow down when turning corners. • Adjust your stride to a pace that is suitable for the walking surface and the tasks you are doing. • Watch for existing and potential hazards • Be aware of others Steps to Take if a Patient, Visitor or Non-Employee is Injured • If possible, notify your supervisor immediately. • If the person is in need of medical assistance, encourage them to visit the Emergency Department. • Stay with the person until the situation has been satisfactorily resolved and treatment has been provided, if necessary. • Be sure to check with your supervisor to ensure a “Risk Report” was filed. No injury, but an important event has occurred with a patient, visitor or non-employee (lost belongings, no transportation, etc.) What do you do? Notify your Supervisor.

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DOMESTIC VIOLENCE AWARENESS (Updated 6/2014) PURPOSE/POLICY Domestic violence is a serious, life-threatening matter and should be treated like one. It has the potential of affecting not only the victim or abuser, but also the individuals who live and work with this person. PHS is committed to the following: • Promoting a safe and healthful environment for patients and employees • Identifying and taking appropriate action when abuse is affecting patients or employees • Providing referrals resources to patients and employees who are, or may be the victims of domestic violence Definition: Domestic violence is a pattern of assaults and controlling behavior that restricts the activity and independence of another person. It can include physical, sexual, verbal, emotional and economic abuse. Domestic violence affects people of all cultures, religions, ages, sexual orientation, educational and income levels. Warning Signs Any one behavior is not a sign of trouble, but several of the following could be warning signs that a person might be abusive: -Isolation from co-workers -Isolation from family -Isolation from friends -Controlling behavior -Cruelty to animals -Cruelty to children -Force during arguments -Threats of violence -Psychological abuse -Verbal abuse -Breaking & throwing objects -Blaming others The following signs may indicate that a person is a victim of abuse: -Guilt or fear over living conditions -Poor self-esteem -Feels helpless/powerless -Feels angry, embarrassed, and ashamed -Unexplained injuries that go untreated -Fearful of being insane -History of abuse in the home as a child Employee Responsibility: All Presbyterian employees and volunteers have a duty to warn supervisors, security personnel or human resources of any activity, situation or incident that they observe or know of that appears to be a credible threat to safety. This would include the following: -Threats of aggression -Acts of violence or aggression -Aggressive or erratic behavior -Fighting and verbal aggression -Possession of a firearm or weapon on PHS premises -Harassment -Inappropriate and intense outbursts of anger -Stalking Report any suspected domestic violence to your Volunteer Director/Manager (or Service Area Manager).

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WORKPLACE VIOLENCE (Revised 4/2018) What is workplace violence? Workplace Violence (WPV) is defined as any acts or threats of physical violence, harassment, stalking, intimidation, abusive/threatening language or gestures and any other threatening or disruptive behavior that occurs in or is related to the workplace. Employees/Volunteers should report a Credible Threat of violence or incident of workplace violence to Presbyterian’s Security Department, Human Resources (HR) Department or your supervisor/manager. Presbyterian encourages the reporting of any concerns of potential violence and to make decisions that err on the side of safety. Employee/Volunteer Responsibilities for Violence Reporting Whenever an employee/volunteer observes a person exhibiting behavior that may result in violence or if an employee/volunteer is affected by, witnesses, or believes an act of violence is contemplated or imminent, or receives a Credible Threat of violence, the following steps are REQUIRED: ONE: IN ALBUQUERQUE/RIO RANCHO FACILITIES: Immediately report the matter to Security by calling the 505-841-1200 or the number posted at your facility. IN REGIONAL FACILITIES: Immediately report the matter to your facilities’ Security Department, if applicable, or your supervisor or Human Resources Department. The Security officer will assess the situation and respond appropriately. If contacting Security is not possible due to the presence of imminent danger, or absence of onsite security services, then the employee/volunteer should call 911 or local law enforcement. As soon as possible following the incident, the employee/volunteer will notify Security or appropriate party. TWO: The employee/volunteer must follow any directions given by the Security Officer, from members of the Presbyterian Workplace Violence Response Team or their supervisor/manager.

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Patient Rights and Responsibilities (Revised 4/2018) Complaints and Grievances The Patient Rights and Responsibilities brochures are given to all patients at the registration/admitting desks. The brochure outlines patient rights and responsibilities and describes how Presbyterian can respond to needs and concerns. All volunteers need to know where the nearest admitting or registration desk is and be able to direct patients to this resource if needed. The brochure includes information on how a patient can report a complaint or grievance. Patient Complaint Intake Protocol When a patient/member/customer approaches you and expresses a desire to make a complaint, what do you do? If there is a potential for any violence, call Security immediately. If you are a volunteer not assigned to the Information Desk, walk the person to the Information Desk or to a unit supervisor and let the staff/volunteer know that this person would like to express a complaint. If you are volunteer assigned to the Information Desk, please note the following procedures: PH (Presbyterian Hospital – 1100 Central Ave SE) 1. “May I ask what this is regarding?” 2. If not a patient care issue, please call necessary parties (Maintenance, Security, etc.) to report the issue. 3. If this is a patient care issue, please contact Patient Advocate (follow procedures outlined in the Information Desk procedure binder). 4. If complaint escalates or person demands to speak with someone immediately – please contact PH Administration and explain the issue. Do NOT send anyone to Administration without notifying the staff of that department first. PKH (Presbyterian Kaseman – 8100 Constitution NE) 1. “May I ask what this is regarding?” 2. If not a patient care issue, please call necessary parties (Maintenance, Security, etc.) to report the issue. 3. If this is patient care issue, please fill out the patient concern card with all necessary information. The card is then delivered to PKH Administration. 4. If complaint escalates or person demands to speak with someone immediately – please contact PKH Dept Managers/Administration and explain the issue. Do NOT send anyone to Administration without notifying the staff of that department. RMC (Presbyterian Rust Medical Center – 2400 Unser Blvd SE, Rio Rancho) 1. “May I ask what this is regarding?” 2. If not a patient care issue, please call necessary parties (Maintenance, Security, etc.) to report the issue. 3. If this is patient care issue, please fill out the patient concern card with all necessary information. The card is then delivered to RMC Administration. 4. If complaint escalates or person demands to speak with someone immediately – please contact RMC Administration and explain the issue. Do NOT send anyone to Administration without notifying the staff of that department. Please note: Some facilities may have additional directions for patient complaint intake. Please speak with your Volunteer Manager for details. 63 67

2017-18 Cultural Intelligence and Equal Treatment Policy Training For Non-Employees

Cultural Intelligence The Presbyterian Promise: Presbyterian makes a promise to all of our customers: We Promise…… 1. To know you, respect you, listen to you and treat you with compassion. 2. To ease the way to your best health. 3. To provide you with the highest quality care at the lowest possible cost. 4. To communicate clearly and accurately, coordinate your care and involve you in decisions. 5. To do what we say we will do. Cultural Intelligence: is the capability to relate and work effectively across cultures. Cultural Intelligence principles allow us to better deliver our Presbyterian Promise to patients and members. Increasing our individual and collective cultural intelligence directly supports sections 1, 3 and 5 of our Promise. Key elements of Cultural Intelligence: •

Drive: Your interest, drive and confidence to adapt to multicultural situations. At Presbyterian, our Promise is our “drive” to be culturally sensitive by knowing, respecting, listening to, and treating our customers with compassion. Our Promise to know, respect and listen can be hindered by the tasks you must complete, but remember to give our patients, members and other visitors your undivided attention.

•

Knowledge: Your understanding about how cultures are similar member includes understanding how that individual’s culture and perspective may be different or similar to our own. In our Promise we must remain open and different. To “know” a patient or to what is unique about the individual. We do this by suspending judgements and assumptions. As a result, you’ll increase your knowledge in the current situation and add insight to future culturally diverse situations.

•

Strategy: Your awareness and ability to plan for multicultural interactions. As part of our Promise, our “strategy” is to partner with our patients and members, and to be more alert to cues and differences so that you can plan ways to conduct yourself and assess how you are doing in different situations. As we execute on the Presbyterian Promise, we are learning to engage in ways that become more of a partnership that works in conjunction with the individual’s cultural beliefs.

•

Action: Your ability to adapt when relating and working interculturally.

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Taking Taking“action” “action”under underthe thePresbyterian PresbyterianPromise Promisestarts startswith withbeing beingfully fullypresent presentwith withthe the person personyou youencounter. encounter.When Whenyou youtake takethe theopportunity opportunitytotoconnect connectwith withthem themas asaaperson personfirst, first, ititbecomes becomeseasier easierfor forthem themtotopartner partnerwith withus usinintheir theirhealthcare healthcarejourney. journey.Trust Trustcan canbe bebuilt built when whenyou yourepeat repeatback backwhat whatyou youheard heardand andallow allowthem themtotovalidate validatethat thatyou youunderstand understandtheir their concerns concernsand andhave haveincorporated incorporatedany anyappropriate appropriateadjustments. adjustments. New Newfederal federalnondiscrimination nondiscriminationrequirements: requirements:Recently, Recently,the thefederal federalOffice Officefor forCivil CivilRights Rightsfinalized finalized the therules rulesfor fornondiscrimination nondiscriminationininhealthcare. healthcare.These Thesenew newrules rulestell tellhealthcare healthcareorganizations organizationshow howthey they must mustcomply complywith withSection Section1557 1557ofofthe theAffordable AffordableCare CareAct Act(ACA). (ACA). The TheAffordable AffordableCare CareAct Actlaw lawisisstraightforward straightforward––itit says: says:Individuals Individualsshall shallnot: not: - - Be Beexcluded excludedfrom fromparticipation participationininhealthcare, healthcare, - - Be Bedenied deniedhealth healthbenefits, benefits,oror - - Be Besubjected subjectedtotodiscrimination discriminationbased basedon: on: oo Race Race oo Color Color oo National Nationalorigin origin oo Sex Sex oo Age, Age,oror oo Disability Disability Presbyterian Presbyterianhas hasan anEqual EqualTreatment TreatmentPolicy Policythat thataddresses addressesthese thesenew newACA ACArequirements. requirements.The The policy policymakes makesclear clearthat thatPresbyterian Presbyterianisiscommitted committedtotocompliance compliancewith withthese theserequirements. requirements.ItIt includes includesthe thefollowing followingprovisions: provisions: Patient PatientAccess Accessand andTreatment: Treatment:“We “Wedo donot notdiscriminate, discriminate,but butconsider considerallallpatients patients entitled entitledtotobe betreated treatedrespectfully respectfullyand andconsiderately.” considerately.” Health HealthInsurance InsuranceCoverage: Coverage:PHS PHSwill willnot notdeny, deny,cancel, cancel,limit limitororrefuse refusetotoissue issueororrenew renew health healthinsurance insurancecoverage coveragebased basedon onrace, race,color, color,religion, religion,national nationalorigin, origin,age, age,disability disabilityoror sex. sex.Also, Also,PHS PHSwill willnot notlimit limitcoverage coverageofofaaclaim claimororimpose imposeadditional additionalcostcost-sharing sharing restrictions restrictionson oncoverage. coverage. Complaint ComplaintProcess: Process:We Wehave haveaaprocess processtotofile fileaacomplaint complaintififan anindividual individualbelieves believesthey they have havebeen beendiscriminated discriminatedagainst against(this (thisisisour ourAdvocate Advocatecomplaint complaintmanagement managementsystem.) system.) Notification NotificationofofRights: Rights:Presbyterian Presbyteriannotifies notifiespatients, patients,members membersand andthe thepublic publicabout abouttheir their rights rightsininregard regardtotonondiscrimination nondiscriminationthrough throughposters, posters,letters lettersand andwebsite websitenotifications. notifications. Translation TranslationServices: Services:Interpretation Interpretationand andtranslation translationservices servicesare areavailable availablefree freeofof charge. charge.Customers Customersare arenotified notifiedofofthis thisininmultiple multiplelanguages. languages. Overcoming Overcomingbarriers barrierstotohealthcare healthcarebased basedon onLimited LimitedEnglish EnglishProficiency Proficiency AAkey keyintent intentofofthese theseregulations regulationsisisremoving removingbarriers barrierstotohealthcare healthcarerelating relatingtotodisability disabilityoror limitedlimited-English Englishproficiency: proficiency: - - Presbyterian Presbyteriandoesn’t doesn’tlimit limitaccess accesstotohealthcare healthcareoror“significant” “significant”healthcare healthcarecommunications communications

based basedon onLimited LimitedEnglish EnglishProficiency Proficiency(LEP) (LEP)orordisability. disability.

Presbyterian Presbyterianworkforce workforcemembers membersare areexpected expectedtotoprovide provideassistance assistanceininobtaining obtaininginterpretation, interpretation, translation translationand andauxiliary auxiliaryaids aidsas asneeded neededfor formembers, members,patients patientsand andpatient patientcare-givers. care-givers. 65 69 69

Interpretation and Translation Policy: This policy makes clear that Presbyterian will provide free qualified interpretation / translation services to those who need it while seeking healthcare. We will communicate this to our customers in various ways. When interacting with individuals seeking care or assistance at Presbyterian who have Limited English Proficiency, or who are hard of hearing or deaf, you should always use qualified interpreters and/or qualified bilingual staff. You should document the use of such qualified interpretation in the medical record. (NOTE: Interpreters who are simply bilingual do not meet the federal requirements – qualified status is required.) Written translation of key healthcare documents must also be completed by a qualified translator. Contact information for all PHS approved qualified interpreter modalities available can be found on the Interpreter Services web page on PresNet. If you need a form translated, you should email it to Interpreter Services at languageaccess@phs.org for assistance. Gender-based discrimination: The Equal Treatment Policy also addresses nondiscrimination based on gender identity and/or transgender status. Presbyterian will treat individuals consistent with their gender identities*, including access to bathrooms and patient rooms, gym locker rooms, etc. Individuals may use the restroom that matches their gender identity. Regarding room assignments, Presbyterian will establish guidelines for safe, ethical and appropriate assignment of rooms for all, including transgender patients. During bed assignment, every effort will be made to accommodate patients’ needs and requests, including requests for a private room. *Gender Identity is: An individual’s internal sense of gender, which may be male, female, neither, or a combination of male and female, and which may be different from an individual’s sex assigned at birth. The way an individual expresses gender identity is frequently called gender expression, and may or may not conform to social stereotypes associated with a particular gender. Complaint Policy: Presbyterian’s Complaint policy states that any person who believes someone has been subjected to discrimination on the basis of race, color, national origin, sex age or disability may file a written grievance. It is against the law for Presbyterian to retaliate against anyone who opposes discrimination, files a grievance or participates in a grievance investigation. At Presbyterian, the mechanism for handling discrimination complaints is through the “Advocate Complaint Management System” accessed through PresNet (the Presbyterian intranet site.)

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Summary: Using the elements of Cultural Intelligence (Drive, Knowledge, Strategy and Action), you’ve learned how you can partner effectively with our patients and members across cultures. You have learned that every patient is entitled to free interpretation services by a qualified (trained) medical interpreter, 24 hours per day/365 days per year regardless of native language, or ability to speak or understand the English language. You’ve also learned how Presbyterian is complying with federal nondiscrimination regulations (ACA Section 1557) and your role in partnering with and protecting those we serve. The Presbyterian Promise is our commitment to provide an exceptional experience for ALL of our patients and members, no matter their culture.

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Medical Interpretation 1. A medical interpreter should be involved for any patient, legal guardian, or family members who has “Limited English Proficiency” (any person who cannot speak, read, write or use the English language at a level that allows them to interact efficiently with health care providers) or other communication needs (hard of hearing, deaf and/or blind). 2. Reasons to use a qualified (trained) medical interpreter: o Improve quality of care o Better health outcomes o Legal compliance o Reduces health care costs 3. There is NO COST to the patient for this service which is available 24 hours/day, 7 days/week. Services for the Deaf: Sign language interpretation services are available 24x7 on demand by dialing ext. 923-7772 Limited English Proficient: Telephonic Interpreter services are available 24x7 in 200+ languages on demand by dialing 923-7770. When prompted provide access code: PRES Access to Telephonic Interpreters can be provided through Vocera: PH – Dial 724-7788 – when prompted say “Call Telephonic Interpreters” PKH – Dial 559-7671 – when prompted say “Call Telephonic Interpreters” RMC – Dial 253-7671 – when prompted say “Call Telephonic Interpreters”

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Video Remote Interpreter services are also available 24x7 through a network of conveniently located computers on wheels for immediate access to Sign Language interpreters, Spanish and a number of other spoken languages. For more information about Interpreter Services, look for the “Interpreter Services” quick link on PresNet Homepage) – please ask your Volunteer Program Manager to assist you with accessing PresNet. PHS trained staff – list of staff members can be accessed through PresNet, under “Interpreter Services.” 4. Family members can be interpreters only if the patient declines the offer to have the assistance of a trained medical interpreter. This decision must be documented in the patient chart. Minor children cannot serve as medical interpreters except in life-threatening or emergency situations. 5. Any discussion of vital medical information requires a hospital qualified (trained) medical interpreter to be used for patients with limited English language skills. Your Role in Medical Interpretation and Cultural Competence: •

You acknowledge that every patient is entitled to free interpretation services by a qualified (trained) medical interpreter, 24 hours per day/365 days per year regardless of native language, or ability to speak or understand the English language.

•

You acknowledge that a patient has the choice to use a family member instead of a trained interpreter, as long as the following is true: 1. The family member is not a child (under the age of 18) unless emergency circumstances apply; 2. The patient has been informed that he or she is entitled to free medical interpretation services; 3. The patient’s choice has been documented in the medical record.

You agree to abide by the policies and procedures described in this training and to treat all patients, members, and co-workers with respect and dignity regardless of nationality, race, ethnicity, or ability to speak or understand the English language.

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Reporting of Patient Abuse, Neglect and Misappropriation of Property (Revised 4/2018) Zero Tolerance for Abuse Presbyterian has a Zero Tolerance policy for any type of abusive behavior by members of the Presbyterian workforce toward patients. The following behaviors are grounds for immediate suspension and/or termination of employment or other business relationships: • Abuse of patients; • Improper treatment of patients; • Harassment (including sexual harassment) of patients, employees or customers; • Theft or attempted theft of property belonging to patients, visitors, employees or Presbyterian. What Must be Reported? The following types of abuse must be reported to the appropriate authorities: • All suspected abuse, neglect or misappropriation of property of a patient, if the suspected abuser is part of the Presbyterian workforce. • All suspected abuse or neglect of a child, no matter who the abuser is. • All suspected abuse, neglect or exploitation of a vulnerable adult, no matter who the abuser is. What About Domestic Violence or Adult Sexual Assault? There is no legal mandate to report the following types of abuse (unless this abuse is against a child or an elderly/vulnerable adult): • Domestic or dating violence • Adult sexual abuse or assault Clinicians are required to screen for and document signs of these types of abuse in the patients that they see (see Abuse, Neglect and Misappropriate of Property Recognition, Identification, Reporting and Follow-up Policy). In addition, referrals to support services are to be offered when a patient says that they have been abused, or show signs of having been abused. Reporting of these types of suspected abuse, however, generally requires the written authorization of the person who is a suspected victim. You should not report these types of abuse (domestic/date violence or adult sexual assault/abuse) without a written patient authorization or permission from the Legal Services Department. Time Frame to Report is 24 HOURS Suspected abuse, neglect, or misappropriation of property must be reported immediately (as soon as practical and not later than 24 hours from knowledge of the incident). The incident must be reported within 24 hours, even if the facility has begun its own investigation into the matter and has not yet completed that investigation. Who Must Report? You must report if you are: • An employee of Presbyterian • A contractor of Presbyterian • A volunteer for Presbyterian • A student at Presbyterian

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Your Responsibilities How to Report? If you become aware of a possible situation of patient abuse, neglect or theft of property: 1. Ensure that the patient is safe. 2. Notify the operations person in charge (such as the charge nurse, Administrator on call, medical social worker, clinical lead, house supervisor, etc.) and the Risk Management Department (505-923-8801). 3. Complete the Report Form: Work with the supervisor and Presbyterian Risk Management Department to complete a report to the State Department of Health. NOTE: All the categories above include, but are not limited to: • Licensed physicians, residents or interns • Registered nurses, visiting nurses, or social workers acting in an official capacity • Members of the clergy who have information that is not privileged as a matter of law New Mexico state law is very specific that the individual who has a direct knowledge of an incident of or signs of abuse, neglect or exploitation must be the one to fill out the first page of the Incident Report Form. If you are the one who becomes aware of abuse, neglect, or exploitation, then you will be required to fill out the first page of the form. You will have help and assistance available to you to answer questions from the notified medical social worker, house supervisor, clinical lead, practice administrator or the on-call administrator, but the law is specific that you must complete the first section of the form. Report will be Made to Two Different Agencies The medical social worker, house supervisor, clinical lead, practice administrator or on-call administrator must ensure that the Incident Report Form is filed with the New Mexico Department of Health Improvement and one of the following agencies: Child Protective Services OR Adult Protective Services. In Emergencies In an emergency situation, the first things that you should do are: • Notify your facility’s security department or area. • Make sure the patient or other threatened individual is safe. • Discuss with your supervisor or volunteer manager immediately and follow their direction. • Cooperate in reporting to appropriate law enforcement and regulatory agencies. Abuse By a Member of the Workforce If a member of Presbyterian’s workforce (an employee, contractor, volunteer, student or other workforce member) is suspected of patient abuse, it is especially concerning. Steps outlined above for Emergency situations should be followed in these cases (notify Security, make sure the patient is safe, and tell your supervisor immediately). The same process for reporting the suspected abuse should be followed in these cases as in any others. Protection from Retaliation Against Those Who Report Anyone who reports actual or suspected abuse, neglect or exploitation in good faith may not be retaliated against; this is a requirement in both New Mexico state law and in Presbyterian policy. NOTE: Intentionally making a false report of abuse, neglect or exploitation is prohibited.

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AGE SPECIFIC TRAINING Geriatric As a natural product of aging, several changes occur. People have slower reactions, wounds take longer to heal, muscle strength is lost or diminished, vision becomes fuzzy, there is increased sensitivity to glare, and people have problems with balance. However, confusion is not a natural part of aging. It is a sign of other problems. Aging is a complex event that varies by individual. Aging can be defined as the sum of all changes that occur in an individual over time. Aging is different for everyone. Life expectancy is the average observed years of life from birth. In the United States, the average life expectancy is 71.5 years for men and 78.4 years for women. Key points about the elderly: • Confusion is not normal • There is an increased risk of falling • There is greater sensitivity to glare (use regular light bulbs rather than fluorescent light) • There may be difficulty when adjusting from dark to light • Low tones are more difficult to hear than high pitched tones (drop your pitch – do not raise your volume) Pediatrics Children in the hospital are frequently scared. They may think they are being punished and do not understand why they are there. To keep children comfortable and happy, keep families together when possible. If this is not possible, be certain children have a favorite toy or a familiar object. Let them help to make decisions about themselves if possible. By making them a part of the process, it will ease their fears. Things to remember: • Do not use sudden or quick movements. Move slowly and quietly. • Speak to children at eye level when possible. Speak in a quiet, unhurried voice. • Avoid long eye contact and very large, toothy smiles. • Speak clearly, using simple words and short sentences. Always be honest. • Give choices only when you can follow through, and give directions and suggestions in a positive manner. • Let the child know you are pleased when he/she cooperates. • Be aware that small children may answer to any name or to a nickname only. • Be aware that children are confused by medical terms and may imagine many things. For example, they may think that going to Radiology for a CAT scan is a place where there are cats; or, they may think going to PICU means “We’re going to pick you.”

Standardized PHS telephone greeting: Thank you for calling Presbyterian (location: Information Desk, Child Life, etc.), this is (state your first name). How may I help you? GENERAL PHONE LIST PHONE LISTetc.), please contact In case of absenceGENERAL (due to illness, travel, In case of absence (due to illness, travel, etc.), please contact your facility Volunteer Office and your department staff contact. your facility Volunteer Office and your department staff contact. Presbyterian General Directory............................................ 841-1234 Fire (within the hospital) ......................................................... Dial 55 Presbyterian Directory............................................... 841-1234 Fire (outside General the hospital) ...................................................... Dial 911 Fire (within the hospital).............................................................. Dial Emergency (within the hospital) ............................................ Dial 5555 Fire (outside the hospital).......................................................... Dial 911 Ethics/Compliance Hotline .......................................... 1-888-435-4361 Emergency (withinControl the hospital)................................................. Dial 55 Safety & Infection ..................................................... 841-1814 Ethics/Compliance Hotline............................................1-888-435-4361 Child Protective Services (under 18 years of age) ....... 1-855-333-7233 Safety & InfectionServices Control..(18 ...................................................... 841-1814 Adult Protective years of age or older) ... 1-866-654-3219

Child Protective Services (under 18 years of age)........1-855-333-7233 PRESBYTERIAN HOSPITAL Adult Protective Services (18 years of age or older).....1-866-654-3219

Volunteer Manager (POB 507) .................................... 563-8102 Gift Shop...................................................................... 841-1178 PRESBYTERIAN Information HOSPITAL Desk………………………………841-1121/841-1122 Volunteer Manager 507)............................................. 563-8102 Security (Radio(POB Patch)……………………………………841-1200

Gift Shop.............................................................................. 841-1178 Information Desk...................................................841-1121/841-1122 Security (Radio Patch)......................................................... 841-1200

PRESBYTERIAN KASEMAN HOSPITAL Volunteer Office ............................................................. 291-2890 PRESBYTERIAN KASEMAN HOSPITAL Volunteer Office FAX ................................................. 291-2848 Volunteer Office.................................................................... 291-2890 Gift Shop .................................................................... Volunteer Office FAX............................................................ 291-2145 291-2848 Information Desk ........................................................ 291-2191 Gift Shop.............................................................................. 291-2145 Operating Room Volunteer Desk ............................... 291-2130 Information Desk.................................................................. 291-2191 POB Greeter’s Desk .................................................. 291-2008 Operating Room Volunteer Desk.......................................... 291-2130 Security ...................................................................... 291-2278

POB Greeter’s Desk............................................................. 291-2008 Security................................................................................ 291-2278

PRESBYTERIAN COOPER CENTER Volunteer Office Director 841-1503 Secretary 841-1501 PRESBYTERIAN COOPER CENTER Volunteer Office 841-1858 FAX........................................................... Volunteer Office.......................................................Director Volunteer Office ..................................................................841-1503

Secretary.............................................................................. 841-1501

PRESBYTERIAN HOSPICE (located at Presbyterian Kaseman) Volunteer Office Office FAX............................................................841-1858 Volunteer ............................................................. 2912098 Volunteer Manager (work cell phone) .......................... 264-5533 PRESBYTERIAN HOSPICE (located at Presbyterian Kaseman) Volunteer Office FAX ................................................... 291-2834 Volunteer Office.................................................................. 291-2098

Volunteer Manager (work cell phone)................................... 264-5533 Volunteer Office FAX............................................................ 291-2834

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PRESBYTERIAN NORTHSIDE Volunteer Office (PMG/Healthplex)................................... 823-8821 Gift Shop............................................................................. 823-8550 Gift Shop FAX....................................................................... 823-8254 Security................................................................................ 823-8281 PRESBYTERIAN HEALTHPLEX............................................ 823-8300 Security................................................................................ 841-1200 PRESBYTERIAN HEALTHPLEX (Aquatics Pool)................ 323-1682 PRESBYTERIAN RUST MEDICAL CENTER Volunteer Office.................................................................. 253-1507 Volunteer Office FAX............................................................ 253-1504 Emergency Room................................................................. 253-1539 Gift Shop.............................................................................. 253-1174 Information Desk.................................................................. 253-1401 Security (Radio Patch)......................................................... 253-1000 PRESBYTERIAN SANTA FE MEDICAL CENTER Volunteer Office.................................................................. 772-1540 Emergency Room................................................................. 772-1007 Gift Shop.............................................................................. 772-1051 Information Desk.................................................................. 772-1501 Security................................................................................ 772-6208 PRESBYTERIAN MEDICAL GROUPS PMG Atrisco........................................................................ 462-7575 PMG Las Estancias............................................................ 462-7777 PMG Los Lunas.................................................................. 866-2700 PMG Montgomery............................................................... 462-6400 PMG in Rio Rancho – 4005 High Resort........................... 462-8849 PMG in Rio Rancho – 3715 Southern Blvd....................... 462-6051 PMG in Rio Rancho – 4100 High Resort........................... 462-8809 PMG San Mateo.................................................................. 462-7333 PMG Wyoming.................................................................... 462-6600 PresNow on Paseo del Norte............................................ 596-2100 PresNow on Coors Blvd..................................................... 569-2200

PRESBYTERIAN VOLUNTEER SERVICES STAFF

Director of Volunteer Services ................................................ 841-1503 Sal Bosler, RMC Volunteer Manager....................................... 253-1507 sbosler@phs.org Belinda Dahle, PHS Volunteer Services Senior Secretary...... 841-1501 bdahle@phs.org Carlos Ortiz, PHS/RMC Gift Shop Manager...................... 841-1178 PH cortiz12@phs.org........................................................... 253-1174 RMC Adrienne Ladner, PKH Volunteer Manager............................. 291-2890 aladner2@phs.org Katherine Jackson, PH Volunteer Manager............................ 563-8102 kjackson@phs.org Jude Quintana, PKH Hospice Volunteer Manager.................. 291-2098 jquintana4@phs.org...............................................(work cell) 264-5533 Julian Esquibel, HPX/PMG Volunteer Manager...................... 823-8821 jesquibel4@phs.org Annjenette Torres, SFMC Volunteer Manager......................... 772-1540 atorres15@phs.org Christine D’Antico, Manager of Satellite Gift Shops..... 772-1052 SFMC cdantico@phs.org