St. Luke’s University Health Network
Volunteer Orientation Post-test 2
Please answer the post-test questions. Responses will be sent directly to the volunteer office with a confirmation of submission email to you.
Name
*
First
Last
Email
*
Phone Number
*
###
-
###
-
####
Campus you are volunteering at
*
Allentown
Anderson
Bethlehem/University Campus
Easton
Geisinger St. Luke's
Lehighton/Carbon
Miners
Monroe
Quakertown/Upper Bucks
Sacred Heart
Warren
Type of Volunteer:
*
Adult
College Student
High School Student (Junior Volunteer)
St. Luke's Code of Conduct
Correct!
Incorrect.
Please check your answer for question 1.
1. The Mission of St. Luke’s Hospital is to provide compassionate, excellent quality and cost-effective health care to the residents of the communities we serve regardless of their ability to pay.
*
True
False
Correct!
Incorrect.
Please check your answer for question 2.
2. St. Luke’s Vision is to make access to the hospital easy for patients, physicians and staff to use our services.
*
True
False
Correct!
Each of us use PCRAFT to help our patients! We can take pride in our appearance, display care with a positive attitude, show respect to all, be responsible for what we say and do, tailor our approaches to be flexible to needs and work together as a team!
Incorrect.
Please check your answers for question 3.
3. St. Luke’s Core Values are:
*
Pride, Caring, Respect, Accountability, Flexibility, Teamwork
Passionate Care, Reliable, Attitude, Flexibility, Togetherness
Pride, Capable, Accountable, Responsible, Flexible, Togetherness
Correct!
AIDET is the most simple and effective way to provide great customer service to anyone you interact with. As a volunteer, you have trememdous impact on customer service and how our patients feel about their stay here at St. Luke's Hospital.
Incorrect.
Please check your answers for question 4.
4. AIDET is important to use with Every Patient, Every Time to ensure _______________.
*
Good customer service is always practiced.
To reinforce our genuine care and concern for all patients and visitors.
Ensure our hospital receives recognition and reimbursement for outstanding customer service on satisfaction surveys.
All of the above.
Correct!
St. Luke's has been recognized nationally for our customer service! No matter what volunteer assignment you have, please help us by using AIDET and these customer service tactics with each you interact with.
Incorrect.
Please check your answers for question 5.
5. St. Luke's asks all volunteers to provide great customer service to anyone you interact with. Which of the following demonstrate quality customer service tactics?
Acknowledge visitors with a friendly smile at 10 feet and a verbal greeting at 5 feet.
Hold the elevator door open for approaching passengers.
Helping visitors who appear to be lost by walking them to their destination.
All of the above.
Correct!
Patients, staff and visitors have a right to expect that all medical, personal and financial information be kept confidential. Volunteers will sometimes have access to this information and are expected to
NOT
discuss anything they see, hear or read concerning a patient with anyone.
This includes not taking any photos or videos, sharing information with other volunteers, staff, family members or friends.
A violation of this policy is cause for immediate dismissal.
Incorrect.
Please check your answers for question 6.
6. It is okay for a volunteer to discuss patient information with friends/family.
*
True
False
Correct!
Patient privacy is a top priority at St. Luke's! Please follow these guidelines and others shared with you by St. Luke's staff.
Incorrect.
Please check your answers for question 7.
7. Which of the following apply to Patient Privacy Rights:
*
Knock on the patient’s door/wall, identify self, reason for your visit and ask permission to enter.
Cover patients when transporting.
Treat every interaction as confidential.
All of the above
Correct!
HIPAA is a federal law and applies to all medical facilities. All staff and volunteers must comply with the laws.
Incorrect.
Please check your answers for question 8.
8. HIPAA requires the following:
*
Patient information is not to be discussed with others unless they “need to know”.
The name on a medical record does not need to be covered when transported.
Passwords can be given to anyone.
Staff/volunteers are allowed to ask patients any information relating to their diagnosis, doctor, insurance coverage, or anything else that deals with
Correct!
Incorrect.
Please check your answers for question 9.
9. Why should volunteers not use their cell phones (or devices with camera) at St. Luke's?
*
Prevents volunteers from delivering exceptional customer service and addressing their needs.
Violates HIPAA and patient privacy rights.
Presents as unprofessional and disengaged.
All of the above.
Correct!
NO PASS ZONE asks St. Luke's employees and volunteers to take each of these steps. In the event that a patient makes a clinical request you cannot help with, please find a St. Luke's staff member who can!
Incorrect.
Please check your answers for question 10.
10. All St. Luke's employees and volunteers must follow NO PASS ZONE when on patient floors. What does this phrase mean?
It requires us to stop and respond to patients in need.
Provide them with what they are asking OR accessing someone who can.
Never putting a patient at risk and only completing non-clinical requests.
All of the above.
Correct!
Providing a warm blanket is an item of comfort and something we
ALL
can provide. The other tasks should only be completed by clinical staff such as a Nurse or Patient Advocate.
Incorrect.
Please check your answers for question 11.
11. You are walking down a patient floor and see that a patient's call bell is on. You stop in, introduce yourself and ask "is there something I can help you with?" As a volunteer which of these tasks would you be allowed to complete?
Lower or raise their hospital bed.
Remove their meal tray from their hospital room.
Assist them with drinking their water.
Provide them with a warm blanket.
None of the above.
Correct!
St. Luke's provides communication devices to meet the needs of patients or their companions. If this method is not successful, staff should be notified and they will communicate with appropriate communication devices.
Incorrect.
Please check your answers for question 12.
12. These practices should be followed when dealing with patients with hearing or speech impairments:
*
Face the person and speak clearly when communicating.
Write your message down.
Notify staff if unable to communicate with patient.
All of the above.
Volunteer Department Expectations
Correct!
ALWAYS
communicate with your Volunteer Coordinator and/or your assignment manager if you cannot come in.
Incorrect.
Please check your answers for question 13.
13. If you are unable to come in for any reason for a volunteer shift, when should you contact the St. Luke's Volunteer Department and/or your campus Volunteer Coordinator?
*
15 minutes before your shift.
As soon as you realize you will not be able to come in.
It isn’t necessary to notify anyone.
Correct!
Volunteers become an important member of St. Luke's team and staff and patients will come to expect you. Student volunteers will be asked to confirm their schedule before they begin and compete their session as planned!
Incorrect.
Please check your answers for question 14.
14. Student volunteers are asked to commit to a full session with the minimum number of weekly shifts set by that session.
*
True
False
Correct!
Volunteers will be shown how to sign in and out on their first day or be given special permissions to log their hours online if at a off campus St. Luke's location. It is the student volunteer's responsibility to ensure they meet the St. Luke's service requirement.
Incorrect.
Please check your answers for question 15.
15. In order to fulfill my student volunteer commitment and complete the St. Luke's service requirement, I will:
*
Sign in when I arrive and sign out when my shift is over.
Maintain a consistent schedule.
Check my hours at the Volunteer Computer on campus.
All of the above.
Correct!
All technology should be put away and not used during any volunteer assignments!
Incorrect.
Please check your answers for question 16.
16. Your personal devices such as cell phones, ipads, tablets, and laptops are allowed to be turned on and used while you are volunteering.
*
True
False
Correct!
Using hospital resources for personal use is seen as theft of St. Luke's property and can be grounds for volunteer dismissal.
Incorrect.
Please check your answers for question 17.
17. Volunteers are permitted to take any hospital resource (office and art supplies, etc.) for personal use without paying for it.
*
True
False
Correct!
Incorrect.
Please check your answers for question 18.
18. St. Luke’s Hospital will dismiss volunteers who do not comply with the policies/procedures of the St. Luke's University Health Network.
*
True
False
Safety Expectations
As you acclimate to your St. Luke's Campus, be sure to be aware of your environment. This includes campus departments, wings or buildings and where stairwells, fire alarms, extinguishers, St. Luke's phones, and exits are. 5-5-5-5 can only be called from a St. Luke's phone.
Correct!
All volunteers have the responsibility to report any accident or incident within the St. Luke's University Health Network in which they are directly involved or to which they were an eyewitness.
19. In the event of an emergency, a volunteer should:
*
Dial 5-5-5-5, state the emergency by using the proper code and location.
Notify the closest staff person
All of the above.
Correct!
No matter how minor the problem appears to be, the incident or accident needs to be documented immediately by a staff member. We ask that you stay with them but do not lift or pick a visitor or patient up. Please wait for a trained team to assist you.
Incorrect.
Please check your answers for question 20.
20. You see a visitor slip on the floor and fall as you walk to your volunteer assignment. What should you do?
*
Notify the closest staff person or if it is an emergency, pick up a phone and dial 5-5-5-5 immediately, then state the emergency and location.
Ask if they need medical attention and if they respond no, allow them to continue what they were doing.
Help them up and move them to the nearest seat.
Incorrect.
Please check your answers for Question 19.
Correct!
All are expected to follow infection control guidelines as stated in the Centers for Disease Control (CDC)'s Standard Precautions for Infection Control. Handing washing or using hand sanitizer is one of the most important methods of preventing transmission of disease.
Incorrect.
Please check your answers for question 21.
21. The most important mode of preventing transmission of disease or infection are:
*
Wiping hands with a paper towel.
Washing hands with soap and water or by using hand sanitizer.
Rinsing hands with water.
Correct!
Please keep these steps in mind when volunteering. In many of the volunteer assignments staff will review hand hygiene expectations and how to properly wash your hands.
Incorrect.
Please check your answers for question 22.
22. Practicing good hand hygiene is important in every setting of St. Luke's. As a volunteer, I should:
*
Clean hands by using hand sanitizer or washing hands with soap and water as I enter and exit any patient room.
Avoid touching my face, eyes, and mouth.
Clean hands before and after eating or drinking.
Never touch blood or bodily fluids.
Clean hands by using hand sanitizer before and after transporting a patient or visitor in a wheelchair.
All of the above
Correct!
Airborne, Droplet, and Contact are Isolation Precautions and require additional steps to protect staff, patients, volunteers and visitors. Precaution signs and other identifiers will be placed near patient doors to clearly communicate a Isolation Precaution room.
Incorrect.
Please check your answers for question 23.
23. Name the three Infection Control Signs observed at St. Luke’s Hospital and Health Network:
*
Allergy, Droplet & Blood Borne
Contact, Droplet, & Airborne
Immunosuppressive, Allergy & Contact
Correct!
Volunteers are not permitted to enter rooms with any Isolation Precautions signage regardless of any current or previous educational or professional training. If a staff member asks you to go into a patient room with any of these precaution signs posted, politely inform the staff that as a volunteer you are not permitted to do so.
Incorrect.
Please check your answers for question 24.
24. Are volunteers allowed in patient rooms identified as Isolation Precaution?
*
Yes
No
If a staff member asks you to go into the room
Do Not Fill This Out
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