Rev.

8/24/09 EW









EMERGENCY DEPARTMENT
VOLUNTEER MANUAL




Highland Hospital
Alameda County Medical Center

Fall 2009
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Welcome! The Emergency Department is very excited that you have chosen to volunteer as a
member of our team.

The purpose of the volunteer program is multi-fold: to retain and recruit talented healthcare
professionals with an interest in serving the county population, to provide mentorship to pre-
healthcare professionals, to introduce pre-healthcare professionals to the importance of patient
comfort and advocacy, to support the staff in providing patient care. Volunteers are encouraged to
attend departmental educational meetings.


ABOUT HIGHLAND HOSPITAL EMERGENCY DEPARTMENT

Alameda County Medical Center's Highland Hospital operates the county's busiest Emergency
Department, with some 75,000 patient visits annually. The county's population of 1.4 million counts on
Highland for life-threatening conditions from heart attacks to car accidents as well as disasters like
the Loma Prieta Earthquake. Open 365 days a year, 24-hours a day, all patients, pediatric through
geriatric, are assessed and triaged by a Registered Nurse and treated by a multidisciplinary team of
specially trained personnel.
Emergency care services provided include:
Stabilization of life threatening conditions.
Life saving procedures.
Immediate treatment of medical and surgical emergencies.
Emergency treatment for minor injury or illness.
Emergency care for minor or major trauma victims.

Trauma Service
Highland is the designated Trauma Center for adults in northern Alameda County and the Emergency
Department is the point of entry for the Trauma Service. "Trauma" is any major physical injury that
could result in loss of life, limb or body function. Highland's trauma team responds to some 2400
trauma events yearly. All injured patients meeting trauma patient criteria are evaluated, resuscitated,
and receive definitive care from an outstanding team of emergency medicine personnel.
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Facility
50 beds with designated spaces for critical care, observation, orthopedic, and sub-acute care
Trauma Resuscitation Bays with Traumex overhead X-Ray
New CT Scanner dedicated to Trauma and Emergency Patients for rapid response
ENT Room
Isolation rooms, including 1 waiting/exam room
1 Pediatric room plus play area
3 OB/Gyn rooms
Sexual Assault Treatment Center


ABOUT ALAMEDA COUNTY MEDICAL CENTER

Alameda County Medical Center is committed to maintaining and improving the health of all County
residents, regardless of ability to pay. The Medical Center will provide comprehensive, high quality
medical treatment, health promotion, and health maintenance through an integrated system of
hospitals, clinics, and health services staffed by individuals who are responsive to the diverse cultural
needs of our community. Fairmont Hospital, Highland Hospital and John George Hospital comprise
the three main branches of the Alameda County Medical Center.







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PARKING AND TRANSPORTATION

Address:
4th Floor, (Street Level) Koret Critical Care and Clinical Center
1411 East 31st Street, Oakland, CA. 94602
Phone: 510-437-4800

Parking Volunteers now receive free parking in the offsite parking lot at 1711 14
th
Ave cross street.
17
th
St. This lot is open from 6am 8:30 pm with shuttle service toHighland every 12 minutes. To
access the lot take your volunteer badge to Margo Leslie in Engineering, C-Basement, Old Hospital
Building. She will sign you up for the offsite parking and issue you a parking placard. If you decide to
park on the street please be aware of parking restrictions.

Bart Shuttle ACMC offers a free shuttle to and from the Lake Merritt BART Station & Highland. It
arrives every ten minutes Mon. Fri. 6am through 8pm. Catch it in at the BART station parking lot on
the 8
th
street side across from Laney College to the small parking lot in front of the main H-Building
entrance to Highland.


VOLUNTEER REQUIREMENTS

18 or older
Enrollment or plans to enroll in a healthcare related school
Pass ACMC health screen and background check
Attendance at General Volunteer Orientation
Acquisition of ACMC badge
Completion of ED Volunteer training program
Ability to carry out volunteer duties
6-mos commitment to an assigned 4 hr/wk shift
100 attendance rate at assigned shifts
Adherence to dress code. Volunteer must wear his/her scrub top to all shifts. Scrub bottoms are
optional. No jeans. All shoes must be closed-toe. Long hair must be tied.


COMMITMENT

We ask for a minimum commitment of 6 months. There are several reasons for this.
We are able to schedule shifts and have coverage during busy times
Volunteers gain skills necessary to perform more advanced tasks
Volunteers are able to begin participating in some of the perks of the program, such as becoming
trainers and shadowing physicians. This enables the program to grow.
We are a volunteer run program; therefore, we need people with experience and seniority to
perpetuate the program.





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PROGRAM PERKS

Experience hands-on day-to-day activities of a busy urban emergency department.
Exposure to a hospital environment - useful for those considering a career in medicine.
Participate in a trauma resuscitations at one of the busiest trauma centers in the Bay Area
Leadership experience as you progress through the ranks
Attend medical student and resident lectures and teaching sessions whenever you like.
Recommendation letter from the Hospital volunteer coordinator and from the ED Volunteer
Director, Dr. Berenice Perez
Learn practical medical skills from observing residents and nurses (eg. EKG training)

ATTENDANCE

You will be given a schedule of open shifts to select from. Once you are assigned a weekly shift you
are expected to show up to 75% of your shifts every month. If you do not show up to100% of your
shifts without proper reason, then you will be put on a one-month probationary period. During
probation, you are required to make 100% attendance for that month. Habitual truancy and tardiness
may lead to termination from the program or relocation to a non-patient care area for longer-term
probation. Dont forget to sign-in in the volunteer binder after each shift.


VOLUNTEER RESPONSIBILITIES

It is very important to develop a sense of priorities and an awareness of patient and staff needs. It is
up to you to take initiative and seek out patients and providers who require your assistance. Please
use your judgment and balance tasks that are exciting/educational to you with tasks that are required
for smooth ED activity flow. Always answer overhead pages for patient transport or lab runs unless
you are involved in a code/trauma or a procedure such that you cannot step away.

The following is a basic list of shift duties:
Get blankets for patients. Ensure their personal privacy; make sure they are not left exposed.
Bring patients ice chips, water, etc after checking with their provider (some are on fluid restriction)
Clean gurneys, clear hallways of extra equipment
Patient transport for stable patients not requiring an RN, particularly to x-ray and TCU.
Help support/reassure/position patients during medical procedures
Be a part of the trauma team-observe resuscitations, run stat labs, help position patients. (Please
be mindful of the noise level and number of people in the room. Stand in the corner. Trauma
rescues can be chaotic and stressful. Be available but not in the way. And please dont be
insulted if you are asked to leave given the noise and chaos.
Participate in medical codes. Help to undress and position the patients.
Familiarize yourself with medical supplies, and be able to help find them for providers.
Help retrieve and return medical records
Help nurses when possible with lab runs, blood bank runs, and pharmacy runs.
Observe medical procedures performed by residents.
Place patient belongings in belongings bag
Clear backboard and straps and take to ambulance bay
Optional attendance at ED Medical Student Lecture Series, ED Weekly Conference, daily change
of shift teaching conference
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ENROLLMENT PROCEDURE


Step 1: Fill out the application (can be requested from hghedleadvol@gmail.com) and send it to:
Jason Pokorny (jpokorny@acmedctr.org).

Step 2 ORIENTATION - You must attend a 4-hour ACMC General Volunteer Orientation before you
move on to the next step. Orientations are usually held once per month. You will be contacted as
soon as the next orientation is scheduled. The orientation facilitator will issue you a Volunteer
Checklist Form (bright orange). You will bring this bright orange form with you to each appointment.

Orientation/Compliance Documentation - Please complete the packet that you were given and turn
in these documents at or before the orientation. This packet includes information on Standards of
Conduct, Patient Confidentiality (HIPAA), Adult Abuse, and Ethical Behavior. Read each document
carefully as there is either a signature page or test attached to each item. These documents must be
returned before you start volunteering. We also need a copy of your License or valid ID, Social
Security Card, CPR certification (required for ED Volunteers), or any additional Certifications you may
possess.

Step 3 HEALTH SCREENING The Employee Health Office is located on Wing A2 within the
Human Resource Department on the 2
nd
floor of the old hospital building on the Highland Campus.
Contact Employee Health only after you have completed the 4-hour hospital orientation. To schedule
a screening appointment contact Employee Health at (510) 437-4262 Monday Friday 1:00pm
3:00pm. Employee Health restricts volunteer health appointments to Tuesdays, Wednesdays &
Fridays between the hours of 1:00pm3:00pm. Volunteers at Alameda County Medical Center must
fulfill the following health requirements prior to any volunteer work. Please make sure you have the
following documentation prior to your appointment date and bring in this documentation on your
appointment day. Upon clearing your health screening the Employee Health Nurse will sign your
Volunteer Checklist Form (bright orange).

Health Requirements
Volunteers at the Alameda County Medical Center must fulfill the following health requirements
prior to any volunteer work.
Documentation of a tuberculosis (TB)/PPD performed elsewhere within the last 12
months. This can be counted as the first PPD in our two-step PPD/TB screening
process. ACMC will provide the second PPD, if necessary.
For anyone with a history of a positive PPD/TB reading, we will accept a chest x-ray
within 12 months. A chest x-ray may be obtained at your primary care providers office.
Proof of immunity to Mumps, Rubella, Rubella and Varicella (by immunization
record or titer documentation).

Step 4 BACKGROUND INVESTIGATION - Volunteers are required to submit to a background
investigation before beginning volunteering. Make sure that you turn in to the volunteer office your
Authorization for Background Investigation. Background investigations usually take between three to
seven days. After your background investigation report comes back clear, the Volunteer Department
should contact you to schedule an appointment to receive your badge. Please call and or e-mail the
volunteer office if you do not receive a call within 4 days of the completion of step #2.
Step 5 BADGE ISSUANCE - This will only be processed after you have accomplished the first two
steps listed above. You will then go to the HR receptionist (A2) to receive your badge. The person
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issuing your badge will then sign the Volunteer Checklist Form (bright orange). After you receive your
badge please bring your Volunteer Checklist Form (bright orange) to the Volunteer Office on the D3
crossover.

After completing these 5 steps you are clear to start volunteering. Email the lead volunteers at
hghedleadvol@gmail.com to start the training process. You will need to purchase an official Highland
Volunteer scrub top with Embroidered ED Logo. To purchase a scrub top you must
1. Buy a Caribbean blue (must be this color) scrub top from the Oakland Medical Market at 433
Hegenberger Rd. Suite C, Oakland 510-568-7722 or from the Hayward Medical Market at
22656 Foothill Blvd, Hayward, 510-537-7722. Volunteers from the Alameda County Medical
Centers receive 10% off their purchase. The scrub top costs $11.73.
2. Or, if available, you may buy a scrub top from the volunteering office at Highland Hospitals
Volunteer office.
Take the Caribbean Blue scrub top to Carlenes T-shirt Corner Embroidery on 15098 E. 14
th
St, San
Leandro, CA, (510) 481-5069 (close to Bay Fair BART and the Fairmont campus) and have them
embroider the Highland Emergency Department Volunteering Logo onto the left breast of your scrub
top. Cost is $9.47.


TRAINING REQUIREMENTS

General Orientation: A 4 hr meeting where applicant will be introduced to the organization of
Emergency Department and the structure of the hospital. HIPAA training, general hospital guidelines,
infection control, and patient care trainings will make up for the majority of the training. We will also
cover shifts, attendance policy, volunteer duties, and educational opportunities.
Primary Training: 4 hr session for orientation to rules, responsibilities; tour of the ED and of the
supply locations. Training on all volunteer functions in the Emergency Department.
Secondary Training- Shadow an experienced volunteer over a regular 4 hr shift. Volunteer must be
ready to perform all volunteer functions independently by the end of this shift in order to be scheduled
for a regular shift.
Structure of ED Volunteer Program














ED Volunteer Program
Director
2 Lead
Volunteers
Probationary
Volunteers
Regular Volunteers Volunteer Trainers
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ED Volunteer Program Director (Berenice Perez, MD)
Responsible for organization and implementation of ED volunteer program
Advisor to ED volunteers
Letters of recommendations for volunteers
Attending Physician Shadow Program
o Recruitment of ED attendings interested in mentoring ED volunteers
o Scheduling attending shadow shifts four times per year for advanced trainers
ACMC Volunteer Coordinator (Jason Pokorny)
Screening of potential ED volunteers
Contacts new applicants for interview
Volunteer program assignments
Orientation organizer and lecturer
Keep records of volunteer hours, contact information and eligibility for leadership
advancement.
Directs activities of ED Lead volunteers as well as lead volunteers of other programs
ED Lead Volunteers (Jack Tian and Ellen Wei)
Scheduling and follow-through of new volunteer training
Responsible for new volunteer training and shift placement
Responsible for scheduling ED volunteer shifts
o 4 hr shifts are Mon-Sun from 7-11a, 11a-3p, 3p-7p, 7p-11p
Keep records of volunteer hours, contact information and eligibility for leadership
advancement.
Work closely with volunteers, ED volunteer program director and hospital-wide volunteer
coordinator
Trainers (chosen by Lead Volunteers)
Volunteers will be eligible for promotion to trainer after meeting a minimum of 50 hours.
However, trainers will be selected not only based on total hours but also on experience, ability
to work with others, consistent attendance, and overall experiences. When volunteers wish to
be considered for trainer, they need to email the Lead volunteers with a small description of
why they think they will make a great trainer.


VISITOR POLICY

Visitors are allowed in the Emergency Department during designated/posted times. When a patient
requests a visitor, check FIRST with the patients Nurse.

CONFIDENTIALITY

All patient information is strictly confidential. You may not discuss patient information with anyone
inside or outside the hospital. Patient information may not be given over the phone. When problems
exist refer the person to a Nurse or Medical Clerk. Volunteers are NOT allowed to discuss any
patient information with the Press/News media. Do not provide any medical information to a patients
relatives in the family room or over the phone. Defer all medical/treatment questions to the
physician/nurse.
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VOLUNTEER ATTITUDES AND CONDUCT

The attitude most befitting a volunteer is one of cordiality and friendliness. This means that we aim to
be hospitable, gracious, and receptive to all patients, their families, and hospital visitors. The
volunteers contact with the patient, no matter how brief, is perhaps the single most important one.
The patient is the reason for the existence of the hospital.

The patient benefits most from the volunteer who is cheerful, helpful, considerate, and attentive. You
will be called upon to perform specific tasks as well as to provide many intangible but important
services, which will enhance the patients well-being and comfort. By maintaining a warm and caring
demeanor, you will make an important contribution to one of our primary goals personalizing
Emergency Department care.

It is important to maintain a proper professional relationship with all hospital staff and to treat them
with courtesy and a good nature. The relationship of the volunteer to the physicians, nurses, and
other staff is the KEY to the entire success of the Volunteer Program. You are encouraged to get to
know your Emergency Department Staff and to address each staff member by name. Likewise, give
them the opportunity to get to know you and ask them to call you by name. Refuse to be anonymous
or simply known as the volunteer. Be alert to and observant of the possible needs of the E.D. Staff.
Try to anticipate these needs in order to provide unsolicited assistance (e.g. clearing corridors when
the arrival of a Code 3 ambulance is expected).

When interacting with the staff, remember that they are often overworked and must regularly work
under extreme pressure. These conditions can sometimes lead to short tempers and impatience,
which occasionally may be directed toward a volunteer. Working in the ED can burn out even the
most compassionate of health care workers.

If you feel a cross remark is directed your way, please maintain your composure and reply politely.
The staff genuinely appreciates volunteer presence in the ED and everyone realizes that mistakes
are inevitable. However, if you feel you have been unfairly treated or abused, discuss the incident at a
later time with the ED Volunteer Director or the Charge Nurse. At all times respect the decisions of
the staff. Do not contradict them or give them advice.
During your shift, take the initiative to work out problems that you recognize as solvable and that are
within your capability. Many of the problems patients encounter revolve around hospital red tape.
Dont ignore these problems; make your presence felt.


PATIENT ADVOCACY

Patient advocacy has many definitions. To some, the
term represents an advocate for patients rights; one
whose goal is to enhance each patients position in
making decisions concerning health care. However, in
the Emergency Department, the patient advocate can
be defined as a person whose first responsibility is to
provide service to the patient and how is concerned
with the patients comfort, both physically and
emotionally.

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Patient advocacy involves personalizing emergency care by tending to the social and emotional
needs of the individual. It is an attempt to make the patient feel more at ease and cared for in the
Emergency Department. Moreover, patient advocacy means protecting patients rights. Our
incorporation of patient advocacy is an important step toward understanding and responding to
human needs, skills that no textbook can teach.

The volunteers number one responsibility is patient advocacy. Our other tasks overlap with the
responsibilities of the staff. Therefore, it is important not to get into the habit of performing chores and
ignoring patients. If you find yourself doing this, then set aside time (e.g. one-half of every hour) to let
go of routine duties and concentrate on patients.

One of the most common forms of patient advocacy is simply conversing with patients and their
families. There are many other ways to be of help to a patient. Volunteers may handle inquiries, track
down a patients belongings, care for a patients children while they wait and arrange for
transportation home. The patients physical needs should receive attention as well; this includes
providing pillows, blankets, and clothing. You may also provide food and water if this is approved by a
physician/nurse.

Conversation with patients and family has several aims. People who have experienced sudden
trauma are frequently very frightened and dazed by the experience. Talking with a patient about
whatever may come up and being a receptive listener will be comforting and will bolster the morale of
the patient.

The death of a loved one may be the most difficult situation a family member or a friend has ever had
to face. You may find that trying to console someone who has suffered this kind of loss is very difficult
and even emotionally draining. In these instances, all of the ED staff share the responsibility for grief
counseling. Common sense and compassion are more essential than any special training. If it seems
appropriate, you should feel free to sit and talk with a family member. Help may range from offering a
shoulder to cry on (literally as well as figuratively), to going to get a box of Kleenex or helping to
locate the patients physician. Keep in touch with the Charge Nurse to coordinate efforts.

Many times patients spend hours in the Emergency Department to receive or complete treatment.
They may feel bored, neglected or angry. By talking with them we can help to relieve their boredom or
diffuse their anger, and thereby help them to realize that their welfare is important to the hospital.

Spending time conversing with family and friends can also ease the tensions of waiting. To help allay
anxiety, volunteers can relay messages to and from patient and family. We can provide a great
degree of reassurance and help to all involved. Oftentimes, the company of a volunteer can assist in
lessening apprehension.

At first it may seem difficult or embarrassing to talk with patients. The best thing to do is to begin with
a simple Is there anything I can do for you? even such minimal contact can make a big difference to
a waiting patient. Always introduce yourself when you first meet a patient and try to address him/her
by name whenever possible, e.g. Mrs. Smith.

Conversing with patients will often present a major challenge to a volunteer. Ease in this regard will
increase only if you work at it. Its easy to become task-oriented and to not be involved with the
patients. Remember, you will not always be able to make someone feel better, but there is great
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value in allowing the patient to express his/her feelings. By meeting this challenge, you will contribute
to your own growth and increase your sensitivity to the feeling of others.

Dont spend too much time with one patient when the E.D. is busy. Politely excuse yourself to perform
necessary tasks, then return.


ANSWERING PATIENT INQUIRIES

Patient inquiries may be answered directly or communicated to the staff on the patients behalf. The
following are some guidelines for answering frequently asked questions:

1. Why am I waiting so long? or How much longer must I wait?
Verify that the patient has seen the Triage Nurse and has been registered. If the patient has
registered, be sympathetic, but make him/her aware that priority is given to sicker patients. It is
usually possible to do a little research and find out the patients status in the treatment process.
2. How much will treatment cost?
Patients are billed according to their ability to pay. No one is ever refused treatment. They
should speak to a financial counselor if they have further questions.
3. Can I have a drink of water?
Check with the attending nurse or physician (those directly involved in caring for the patient) to
see if the patient can have fluids. Ice is available in Station 2. Straws and cups are sometimes
found in the cupboards in this room.
4. Im hungry. Can I have something to eat?
Check with the attending nurse or physician to get his/her approval. If it is granted, check the
patient nourishment refrigerator for bag lunches. If there are none, ask the patients nurse.


PATIENT RELATIONS

The primary purpose of the Emergency Department is the care and treatment of the ill. Although
treatment must necessarily fall within the province of the medical staff, care encompasses every
aspect of the patients stay in the ED and is surely an area in which you may expect to play a
significant role.

Legally, volunteers are not allowed to treat patients and are definitely not covered by malpractice
insurance in this regard. The Volunteer Program could suffer dearly if a volunteer ever became
involved in a lawsuit arriving from actions which could be construed as patient treatment. As a
result, you must be careful to politely decline to perform procedures which are off-limits or about
which you are unsure of the legality. It is impossible to address individually all the situations which
may confront you, however, your best sources for determining what constitutes patient treatment is
the Charge Nurse on your shift. As a volunteer, you much stay within the volunteer limitations, even if
you are qualified to perform tasks other than those that are specified by the guidelines of this program
(e.g., if you are a phlebotomist, as a volunteer, you cannot draw blood).




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THE FOLLOWING ACTIONS ARE ABSOLUTELY PROHIBITED.

Dos and Donts:
1. DO NOT administer injections or take blood samples.
2. DO NOT read off blood gas results. This information and its interpretation is the
responsibility of the medical staff and is strictly confidential.
3. DO NOT pump anesthesia bags or blood-pump bulbs.
4. DO NOT fill blood tubes from syringes.
5. DO NOT stamp Blood Bank Transfusion Records (Blood Bank Request forms).
Volunteers are permitted to stamp all other lab request forms.
6. DO NOT apply stamped labels to any type of blood specimen tube. However, volunteers
may stamp labels.
7. DO NOT handle Controlled Drugs.
8. DO NOT help with CPR, unless you have BLS training and are directed by an MD or RN.
9. DO NOT move patients by yourself. Volunteers are only allowed to assist in moving
patients from gurneys to standing positions and wheelchairs.
10. DO NOT participate in the restraining of violent patients. This is the job of the Sheriffs
Department. Volunteers may assist medical staff in restraining incoherent patients.
11. DO NOT move patient clothing unless it is properly labeled.
12. DO NOT read patient charts.
13. DO NOT assist patients who drive up the back door of the ED until they enter the building.
14. DO NOT help with stabilization of neck in trauma patients or on any patient who requires a
neck collar.



If you have any doubts about the legality of something you have been asked to do, DONT DO
IT UNLESS THE ED VOLUNTEER DIRECTOR OR CHARGE NURSE GIVES YOU PERMISSION.
Otherwise, you may jeopardize yourself, the patient, the Volunteer Program and the hospital.
OTHER HOSPITAL PERSONNEL MAY BE UNFAMILIAR WITH THE VOLUNTEERS ROLE. YOU
MAY NEED TO TELL THEM CERTAIN TASKS ARE OUT OF YOUR SCOPE AS A VOLUNTEER.



SAFETY

Resist the temptation to subdue violent patients. Patients that are extremely agitated (due to drugs,
alcohol, psychiatric problems, etc.) can be very dangerous to the people around them. Be on the look
out for any situation that appears to be reaching a crisis point. If you sense that violence may occur,
notify a physician or a nurse.

Be aware of the potential for injuring your back. Occasionally, you will be asked to assist in the
moving or lifting of a patient or sometimes equipment. Be conscious of using correct body mechanics
at all times.

Be observant. Report anything that you feel may pose a safety problem to the Charge Nurse. This
might include wet or slippery floors, broken gurneys and other faulty equipment, potentially violent
patients, etc.

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Wash your hands frequently during your shift. This is absolutely crucial in order to minimize the
chances of contracting or spreading disease. You should make it standard practice to wash your
hands (1) before and after physical contact with patients, (2) after handling lab specimens and
requisitions, (3) after handling any dirty equipment, (4) before taking a break, after eating and/or
smoking.

Bandage any wounds you may have before beginning your shift. Do not allow body fluids/blood to
contact your wounds. Immediately report any injury that may occur during your shift, no matter how
slight (especially sticking yourself with a needle or other sharp objects) to the attending physician or
the charge nurse.


Launder your volunteer jacket or scrub top often. Even though it may appear to be clean after your
shift, it is a possible source of contamination for you as well as others. Pin or tie back your hair if you
wear it long. Wear long pants or stockings to protect your legs.

Take a break whenever you feel it is necessary. Statistics show that most accidents occur when a
persons vigilance is reduced by fatigue. Even 5 or 10 minutes spend in the break room can help to
refresh you and make your actions safer and more effective.

When arriving or leaving the hospital at night be aware of the potential for assault. If you drive a car
park it in a well lighted area as close to the ED as possible. At night you should ask an ED staff
member or a Sheriff Deputy to escort you to your car.

FIRE SAFETY

It is extremely important to prevent panic during a fire. You should maintain your composure so that
you are effective in your actions. Helpless patients may depend on you for their safety. In most cases,
you will be asked to assist the ED staff in securing the safety of patients and in isolating the fire area.

Volunteers should know the locations of the fire alarm boxes, fire-fighting equipment and the fire exits.
When the fire alarm is activated, a general alarm goes off throughout the hospital which also notifies
the fire department and closes the automatic fire doors throughout the hospital. These doors should
be left closed and unobstructed.


PATIENT TRANSPORT

IMPORTANT: Patients needing to be transported to any telemetry bed or the Intensive Care
Unit must be accompanied by a nurse.

Before Leaving the ED
Make sure you have all the necessary paperwork (check with the patients nurse). A good place to
put the papers is under the mattress beneath the patients head.

Check to make sure the patients clothes are in a bag on the gurney labeled with the patients name,
etc. Ask the patient if he/she has any valuables that need to be logged in (i.e. rings, money, etc.). If
there is something to be logged in tell the nurse that is caring for the patient.

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Ask the patient if there are any relatives or friends in the waiting room; if so, let them know that you
are going to take the patient up to the ward and that they may accompany you.

The following points need to be remembered when the patient has an IV.
1. Make sure that you have an IV pole. These vary in diameter so check the size of the space
for the pole (on the gurney) first.
2. Never try to hand carry an IV solution container while transporting a patient.
3. Make sure that either both sides of the rails are raised on the gurney or that the safety belt
is securely fastened around the patient. Cover the patients with a sheet if it hasnt already
been done

En Route
This is a good opportunity to talk with the patient. Always remain within sight of the patient.
Enter the elevators so that the patients head goes in first. Dont forget to use the HOLD buttons on
the elevator. Should a patient arrest en route to a ward, begin CPR (only if certified). Notify a
passerby to call CODE BLUE.

Arrival on the Ward
When you arrive on the ward, bring the patient to the nursing station. Give the patients name and
admitting papers to the nurse on duty. Check the patients room before entering with the gurney. It is
often necessary to clear a pathway for the gurney and to determine which end will go first. It is the
responsibility of the nursing staff on the ward to move the patient to the bed. As a volunteer you can
only assist. Under no circumstances should you transfer the patient by yourself. Remember to leave
the patients clothes in his/her room. Remove the dirty sheets from the gurney and place them in the
laundry bag on the ward.

Along with the gurney, be sure to bring back any E.D. oxygen tanks, heart monitors or IV poles that
you may have brought up with the patient to the ward.



Welcome to Highland ED!

















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CONTACT INFORMATION:


ED Volunteer Program Director

Berenice Perez, MD
bperez@acmedctr.org
510.437.8394

Volunteer Coordinator

Jason Pokorny
jpokorny@acmedctr.org
510.535.7451

Lead Volunteers

Jack Tian Ellen Wei
hghedleadvol@gmail.com hghedleadvol@gmail.com
510.918.2299 510.331.4096