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Practical Guide Volunteer Handbook

Welcome! Thank you for choosing to volunteer with The Shrewsbury and Telford Hospital NHS Trust, which will help us to deliver, kind and effective care to our patients and improve the experience of visitors. We hope you enjoy your placement with us.

Contents About Us........................................... 3 Your Role.......................................... 5 Ward-Based Do’s and Don’ts.................................................7 Your Placement .............................. 9 Hand Hygiene ................................11 Personal Protective Equipment ..................................... 13 Personal Protective Equipment on a Ward ................. 15 Dress Code .....................................17 Staff Uniforms ............................... 21 Local Induction, Support and Supervision............. 25 Moving and Handling .................. 27 Attendance .................................... 33 Incidents......................................... 35 Fire Safety....................................... 37 Information Governance and Confidentiality....................... 39 Car Parking ....................................43 Your Notes .....................................45 Useful Numbers............................46

The Volunteers Team The Volunteer Team is here to support you prior to and during your placement. We are based at Stretton House on the Royal Shrewsbury Hospital site. The office operates core hours of 09:00 – 17:00, Monday to Friday. Please note: the office may not be staffed at all times so please check in advance if you are planning to visit.

Contact Details: 01743 492256 / 01743 261118 / 01743 492324 sath.volunteers@nhs.net www.sath.nhs.uk/volunteers 3

Who are we? The Shrewsbury and Telford Hospital NHS Trust is the main provider of acute hospital services to over half a million people in Shropshire, Telford & Wrekin and mid-Wales. Our Vision is to provide excellent care for the communities we serve. Our Vision is underpinned by four key Values, which have been developed in partnership with our staff, patients, their families and the wider community.

Your Role All roles have a role description and risk assessment. You can access a copy of your role description at any point from MyImpact or by contacting the Volunteer Team. As a volunteer, it’s important you only carry out tasks outlined in your role description. If you feel that you are being asked to carry out duties that go beyond those outlined in your role description, discuss this with either your ward/department supervisor or the Volunteers Team.

In addition, all ward-based volunteers must meet the following criteria: • Completed volunteer recruitment checks including Disclosure and Barring Service (DBS), Occupational Health and eLearning. • Received at least 2 doses of the COVID19 vaccination. 5

• Have Immunisation Clearance carried out by Occupational Health. • No high-risk volunteers (according to their COVID19 risk assessment). • Undertake the Non-Clinical Ward-Based Training (IPC, hand hygiene, falls prevention awareness and wheelchair use) provided by the Volunteer Team. • Undertake Food Safety Training.

Identification (ID) Badge Prior to beginning your voluntary placement, you will be issued with an ID badge. You should wear your ID badge at all times whilst volunteering. If your ID badge is out of date, lost or stolen, please notify the Volunteer Team immediately.

Ward-Based Do’s and Don’ts DO’s • Collect/deliver urgent prescriptions • Answer phones • Provide company to patients • Support wards with drink rounds/meal times* • Restock/distribute stock • Collect/deliver small items i.e. notes, patient belongings, small purchases • Push patients in wheelchairs • Put linen away • Purchase small items from hosptial shops • Light clerical duties i.e. filing and photocopying • Support Virtual Visiting i.e. facetime, phone calls with loved ones *only if food safety training has been completed 7

If unsure, the answer is ‘No’

DON’Ts • No entry to covid bays or side rooms • No providing clinical advice • No Tristel cleaning • No moving roll cages • No moving beds • No clinical duties • No transferring patients to/from wheelchairs • No handling patients i.e. adjusting a patient’s bed, helping someone to the toilet • No feeding patients

Your Placement At the beginning of your shift: • Always report to your line manager or coordinator to understand your duties, any priorities or restrictions in your area. • Collect your assigned phone (if applicable). • Always ask a member of staff if you have questions or are unsure.

During your shift: • Always keep your assigned mobile phone on you, if applicable. • Ensure you are always wearing the correct PPE for the task you are doing. • Remember – you are representing the Trust, act professional and polite! • Keep your area tidy and well stocked.

• Inform your line manager of any concerns or queries.

At the end of your shift: • Inform your line manager that you are leaving. • Tidy up the volunteering area. • Sign in your assigned mobile phone (if applicable). • Return patient logs and phones to locked volunteer cupboard.

Do not attend if you have: • Diarrhoea and/or sickness (you need to be symptom-free for at least 48 hours before coming into the hospital). • A viral infection e.g., cold, COVID19, flu, sore throat. • A contagious infection e.g., chicken pox. If you cannot attend your shift you MUST inform the Volunteer Team immediately. 10

Hand Hygiene Good hand hygiene is essential. Please familiarise yourself with the location of the sinks and hand gel dispensers.

The main times you should wash your hands are: • before and after patient contact • after contact with any patient surroundings • if you have been exposed to bodily fluids • after wearing gloves • before and after eating • before and after using the toilet • before and after your shift • undertaken regularly during your shift hand hygiene is not a one-off task

Palm to palm

Palm to palm with fingers interlaced

Rotating rubbing of right thumb clasped in left palm and vice versa

Right palm over left hand and left palm over right hand

Backs of fingers to opposing palms with fingers interlocked

Rotational rubbing backwards & forwards with clasped fingers

Rub each wrist with opposite hand

REPEAT AT LEAST 5 TIMES

Personal Protective Equipment Unless otherwise informed, surgical masks are required in all areas of the hospital. Please feel free to go outdoors to take a ‘mask break’ at any point during your shift, if required. Masks, gloves and aprons are available on all wards. Always check with the nurses’ station or your local manager prior to beginning your shift to check for any issues or restrictions. If you are within 2m (6ft) of a patient, you will need to change your apron and gloves between patients or if a patient touches your PPE. If you maintain a 2m distance, you will not need to change your apron and gloves between patients. You do not need to change your mask inbetween between patient, unless you or the patient has touched it 13

Personal Protective Equipment on a Ward Before entering a bay: • Ask the nurse in charge if it is safe to enter before entering. • Use the hand gel provided. • Put on a disposable apron. • Put on disposable gloves – ensure you are using the correct size.

When leaving a bay: • Take off your gloves without touching the outside of the gloves. • Put these in the orange clinical waste bin. • Use the hand gel with 7 step technique • Rip the apron on one side at the top with your head facing the other way. Roll the

apron down from the inside away from your face. • Put this in the orange clinical waste bin. • Wash your hand with soap and water at a sink. • Open the door with your elbow and leave the bay. • Wash your hands at the sink. • Always dispose of any PPE into orange Clinical Waste bins only.

Volunteers are not permitted in areas where there are confirmed outbreaks. If an outbreak is declared (such as Norovirus/COVID19) on a ward where you volunteer, do not go into the affected area, side room or bay.

Dress Code When you are in a clinical area, you should be bare below the elbow, ensure the following: • Remove any wrist watches. • No jewellery is to be worn except for small studs and plain wedding bands with no stone details or engravings. • No Acrylic nails or nail polish. • Nails should be kept short and clean. Please also remember the following important points for infection prevention and control reasons: • Ensure your hair is tied up off your collar. • Wear closed toe and wipeable shoes without high heels to protect you against spillages and tripping. • Do not wear your lanyard, use a clip to 17

secure to lapel or waist band. • Only change into and out of your uniform at the hospital. • Wash poloshirts at 60 degrees or alternatively wash it at 40 degrees then iron it.

Representing the Trust • Please wear a volunteer polo top while on shift; this helps our patients, visitors and staff to identify you as part of our organisation. • Wear your ID badge at all times. • Do not wear tracksuit bottoms or torn jeans. • Personal hygiene is a must at all times. • Do not chew gum when you are on shift.

Staff Uniforms You can tell different staff members apart by their uniforms. Below are some (but not all) uniforms used within the Trust. Housekeeper

Healthcare Assistant / Nursing Associate Womens Services Assitant

Pretty Pink / White Trim

Eau De Nil / White Trim

Grey/White Stripe /White Trim

Staff Nurse

Sister / Charge Nurse / Midwife

Specialist Nurse

Pale Blue / White Trim

Navy / White Trim

Royal / Yellow Trim

Ward / Department Manager

Matron

Dark Blue / Red Trim Physiotherapist

Navy / Green Trim Physiotherapy Assistant

White / Navy Trim

Senior Nursing Team

Grey / Red Trim

Metro / Navy Trim

Occupational Therapy Assistant

Bottle Green / White Trim

Dietician

Occupational Therapist

White / Bottle Green Trim

White / Hospital Blue Trim

Speech & Language Therapist

Dietetics Assistant Speech & Language Assistant

Whte / Sky Blue Trim Cardiorespiratory

Blue-Green / White Trim Pharmacist

White / Red Trim

Black / White Trim

Ward Clerk

Navy with white pattern

Metro / White Trim Radiographers

White / Burgundy Trim Theatres Staff

Aqua Green/ No Trim

Cleanliness Technicians

Porters

Estates

Light Purple / White Trim

Sky Blue / No Trim

Midnight Blue / No Trim

Medical Engineering

Volunteer

Response Volunteer

Grey / No Trim

Royal Blue / No Trim

Royal Purple / No Trim

Not all members of staff wear a uniform. Non-uniformed, but all staff will have an ID and name badge visible.

Local Induction, Support and Supervision When you start your voluntary placement you will be give a local induction by a member of the Volunteer Team or a local ward/department supervisor. Please complete the relevant induction checklist on your first day. Your supervisor will be available to discuss any concerns or queries you may have.

Training Session

Date Completed

Madatory elearning - to be completed before start date Hand hygiene - to be completed by all volunteers on or before first shift Wheelchair training - to push patients in wheelchairs Ward-based training - for volunteering on wards Food safety - to support tea rounds and mealtimes Bed moving - to push patients in beds

Moving and Handling For the majority of volunteering roles, you are not required to undertake any moving and handling or heavy lifting.

You must never move or lift a patient as this could cause injury to you or the patient.

Principles of Safer Moving and Handling: • Dynamic Stable Base (one foot in front of the other. • Relax, Knees, Shoulders and Hips. • Appropriate Hold, Load Close. • Lead in Direction of Movement. • Weight Transfer to Move Load. • Communication; Ready, Steady.

Self-Risk Assessment LITE is an acronym that teaaches to carry out a Manual Handling Risk Assessment. It is designed to make you consider each essential area of the task you’re doing in order to improve health & safety in the workplace. The acronym stands for Load, Individual, Task, and Environment: 28

L – Load. This means considering the object or person that is being moved, and looking at how this may affect health and safety. For example, is the load particularly heavy, bulky, hard to grasp or unstable? Is the patient well enough to be moved? 29

I – Individual. This means considering the person who will be carrying out the manual handling activity, i.e. you or another colleague. For example, how strong, fit or able is the person? Are they capable of manual handling alone? Do they need assistance? 30

T – Task. This means considering the manual handling activity itself, i.e. the lifting, lowering, carrying, pushing or pulling, and looking at how it may affect your health and safety. For example, does the task involve repetitive movements, strenuous movements, long distances, or uneven weight distribution? 31

E – Environment. This means considering the area in which the load is being moved, and looking at how this could make the manual handling task unsafe. For example, are there any space constraints? Is the floor slippery or uneven? Is there sufficient lighting? Are there any trip hazards? 32

Attendance Contact the Volunteer Team IMMEDIATELY if: • You need to cancel your shift with less than 24 hours notice (before 24 hours you can cancel via MyImpact). • You are planning to go on holiday. • You are unable to make your shift for any reason i.e. illness/apointments. • You need to stop volunteering, or put your placement on hold. • You are pregnant or become pregnant so we can ensure you are adequately safeguarded. • Any of your personal details change. • If any heath conditions change (we will need to refer you to occupational health).

Incidents Sometimes things happen or almost happen to patients, relatives, public, volunteers or staff that should not happen. An incident could be the use of inappropriate language, safeguarding concerns, security concerns, someone falling over or someone leaving a ward area without staff knowing they have gone. When an incident occurs, a DATIX form should be completed by a member of staff and in serious cases, an investigation into what happened may be required. Volunteers have the same rights as staff and will be supported throughout any investigation. If you witness or are involved in an incident whilst volunteering, you should report it immediately to your ward /department supervisor as well as the Volunteer Team. 35

Fire Safety The hospital has a staged fire alarm system: • A continuous sound – stage 1 alarm – will only sound within the affected area. • An intermittent sound – stage 2 alarm – will sound in all areas of the hospital other than that of the affected area. When a stage 1 alarm sounds, make your way to the nearest exit. Do not collect your belongings. Instead, follow instructions from the ward staff as required. Under no circumstances should a volunteer get involved in evacuation procedures, unless they are asked by a member of staff to support on a specific task. Follow the staff from your arean of work to the designated meeting point. When the stage 2 alarm sounds, you do not need to leave your area of work. 37

If you discover a fire: • Operate the nearest manual fire call point. • Call 3333 to report a fire. • Ensure the safety of persons in the area. • Only attempt to use fire extinguishers if safe and you are trained to do so. • The alarm is routed directly to a call handling centre, which automatically calls the fire service.

Information Governance and Confidentiality As a volunteer, it is essential that information gained during your volunteering placement is kept confidential. In many cases during your placement, you may have access to personal information relating to service users/patients. Volunteers must treat all information in a discreet and confidential manner, and particular attention is drawn to the following: • Any personally identifiable information regarding patients must not be disclosed either verbally or in writing to any unauthorised persons. • If you need to share information to effectively carry out your role, you must make sure that this information will be exchanged on a strictly ‘need to know’ basis, using the minimum that is required 39

and be used only for the purpose for which the information was given. • Written records, computer records and correspondence in relation to any aspect of the Trust must be always kept securely. • Do not make written notes of patients. You can easily forget to dispose of them and keep them on your person when you leave the hospital. This is a data breach. • You may see someone you know while volunteering, please keep this to yourself.

If you feel you may have compromised a patient’s confidentiality, please report it to a member of the Volunteer Team or your supervisor immediately.

Car Parking Volunteers may apply for free parking on both sites. In order to receive free parking, you must park in a staff car parking space and be registered on our system (with the correct car registration) via the form provided during your application process or found in the files section of MyImpact.

Important points: • The car parking permit should only be used for the purposes of volunteering and not for other visits to the hospital. • The Trust will not refund the cost of parking in hospital grounds. • The Trust will not reimburse the cost of parking fines. • If you change your vehicle or registration plate, it is your responsbilty to inform a member of the Volunteer Team. 43

• Car parking passes are electronic. Please look at the site maps to understand where the staff car parking spaces are located. Please have patience and don’t worry if this means you are slightly late for placements. If you have exhausted all options and cannot find a space, please contact the car parking wardens or Volunteer Team for advice.

Your Notes

Useful Numbers Volunteers Office: 01743 261473 / 01743 261118 / 01743 492324 Telford Hospital switchboard: 01952 641222 Shrewsbury Hospital switchboard: 01743 261000 Cardiac Arrest / Security / Fire extension: 3333

Volunteer Handbook and Policy This booklet is designed to be a practical and quick reference guide for volunteers. For more information please refer to the full Volunteer Handbook or Volunteer Policy and other related policies and guidance. If you have a query about this or would like to see a copy, please contact the Volunteer Team.

The brochure has been produced with funding from NHS Charities Together and match-funded by Department for Culture, Media and Sport