Volunteer Handbook - Ward Helper

Ward Helper

Welcome!

Thank you for dedicating your time to the hospital, patients and sta .

We welcome your support in delivering a high standard of care to our patients and our sta too.

This is a guide to give you some general information and orientation on the wards.

Last Updated: September 2022

Ward Support Information

Contact Details for the Volunteer Team: 01743 492256

sath.volunteers@nhs.net

Prior to attending your first shift on a ward, the Volunteer Team will contact the ward to confirm the shift times and inform you of who to report to.

Once approved this will show up on your ‘Schedule’ tab. Please sign up for shifts a week in advance so we have time to share the rota with ward teams Please do not attend any ward shifts without direct approval from the Volunteer Team.

Please email the Volunteer Team (sath.volunteers@nhs.net) ASAP if you are unable to attend a shift with the subject header ‘ward support absence’ or call 01743 492256.

NB: you cannot withdraw on My Impact with less than 24 hours notice,

The Volunteer Team are your day-to-day support and you will find all info and daily updates on the My Impact news feed or by contacting us.

The Nurse-in-Charge or Ward Manager will be able to answer any queries you have and help you to coordinate your shift on the ward.

During your shift

When you arrive on the ward, please introduce yourself to the Nurse in-Charge, who will be wearing a red armband, and inform them how long you plan to be on the ward. Make sure you get a clear briefing on any special situations or patients on the ward.

Write your name with a dry wipe marker on the Volunteer poster on the wall (if there is one), ask at nurses’ station.

If it is your first shift, you should complete the local induction checklist which you can find in this information folder.

Introducing yourself

Please introduce yourself to the patients and their families by saying ‘Hello my name is...’ and then informing them you are a ward volunteer.

Side rooms

Volunteers should not go into side rooms. Patients in side rooms might be infectious and you are not trained to manage this risk.

You may help with the following:

• Spending time with patients who do not have many/any visitors. This could include playing games, reading or any other activity. Patients might also be elderly and like to reminisce – there are specific activities available on the ward for patients living with dementia.

• Providing patients with tea, co ee and other refreshments. Please check the white board above patients bed for any dietary or ‘Nil By Mouth’ guidance. If unsure check with the Health Care Assistant or Nurse for the patient.

• Helping patients to contact loved ones. You can help patients to set up phone calls or face-time sessions with their families using Trust phones or tablets.

• Stocks, PPE, storeroom and linen management; ensuring there’s enough and that it’s in the right places in the ward.

• Answering phones – taking messages, or asking Ward for any messages the need you to pass on. Please do not provide any clinical information.

Fire Safety

The hospital has a staged fire alarm system that will sound throughout the site, signifying that activation has taken place:

• A continuous sound; stage 1 alarm – will only sound within the a ected area.

• An intermittent sound; stage 2 alarm – will sound in all areas of the hospital other than that of the a ected area.

When a staged 1 alarm sounds, make your way to the nearest exit. Please do not collect your belongings. Instead, follow instructions from the ward sta as required. Under no circumstances should a ward helper get involved in evacuation procedures unless they are asked by a member of sta to support on a specific task.

During the evacuation you are required to follow the team of where you were located on the time of the alarm sounding. This is important as there will be a fire procedure whereby the ward sta will identify if everybody from the evacuated area is present in the new location.

Mealtimes

Mealtimes are protected. This should mean that all clinical tasks such as doctors ward rounds should pause for an hour to allow our patients to enjoy their meal in peace.

Times vary per ward so please check with ward sta . Any support during these would be greatly appreciated.

Below is a list of things you can help with at mealtimes:

• Helping distribute the meals to patients

• Talking with patients at meal times, to socialise and normalise eating and to encourage those who require it to try a little more food or fluid

• Helping patients who may need prompting to eat, such as those living with dementia or those who need additional encouragement

• Ensuring that a patient can reach their food and fluids and utensils

• There are two di erent coloured trays at the hospital: Green tray –the patient does not require any assistance. Red tray - patient requires assistance with feeding –follow points below for volunteer guidance:

• Assisting with cutting up of food or refilling of fluids

• Opening packets

PLEASE NOTE:

Volunteers must never assist with feeding a patient.

Volunteers must never thicken drinks for patients.

Additional mealtimes guidance

• Please do not use a microwave to heat patient’s food under any circumstances.

• Do not refrigerate any half-eaten or opened foods for a patient.

• If you give a patient a drink then we advise, if possible, you let the HCA know so that they can record this on the patients nutrition and hydration record.

• Reassure patients that sta will be able to support them to the toilet if they increase their fluids as this can be a fear for patients.

Below is a quick overview of dos and donts for when you are on shift on a ward.

DOs

• 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

DON’Ts

• No entry to covid bays or side rooms

• No providing clinical advice

• No clinical care of patients

• No Tristel cleaning

• No lifting of heavy equipment

• No moving roll cages

• No moving beds*

• No adjusting patients beds at any time – this includes moving them, putting the guard rails up or down, or using any of the buttonspatient’s beds are a tool of clinical care. If you feel a patient’s bed needs adjusting, or if they ask you to, always ask a sta member to do it

• No transferring patients to/from wheelchairs

• No handling patients i.e helping someone to the toilet

• No personal care (e.g. toileting or getting patients changed)

• No feeding patients

If you are unsure, ask the Volunteer Team

• No personal contact outside hospitals with patients, no exchange of details, social media etc

*Unless you have completed the bed moving traiing

Infection Control

Please locate the sinks, hand gels and PPE stations on the ward. The main times you should wash your hands are:

1. Before/after patient contact

2. After contact with any patient surroundings

3. If exposed to bodily fluids

4. If you help a patient make a call using their own mobile phone or Trust phone, you must use an antiseptic wipe on the phone before and after holding it to your ear.

Wards are clinical areas. Therefore, you must wear the appropriate PPE for your safety and that of others. Here’s what you need to know:

Before your first shift: complete ward-based training on how to don (put on) and do (take o ) your PPE. DO NOT begin volunteering without this training.

Before any further shifts: ensure your shifts are logged on My Impact, in case we need to inform you of important guidance changes.

When you arrive on the ward:

1. Put on a mask, if required, from the ward entrance.

2. Report to the nurses’ station.

When going within two metres of a patient:

1. Don apron and gloves. No need to change between patients unless you have touched the patient, their belongings, bed or side table, or if you have touched any food or drink that they have already touched. You must change gloves after patient contact. You can keep your mask on unless you or someone else has touched it.

2. Volunteers should not go into side rooms. You may be asked to do so by sta , who don’t know, in which case please decline.

3. Volunteers should not wear gloves when serving food to patients. Instead wash/gel hands before serving. There is no need to wash/gel between patients unless you touch any of the patient’s belongings, bed or anything else around their bedside. If you do, then wash/gel hands before moving to the next patient.

When you leave the ward for a break or at the end of your shift: take o all PPE in the correct order and wash your hands thoroughly. Always dispose of any PPE into orange

Dress Code

You should have been provided with a volunteer polo shirt and an ID badge by the Volunteer Team. Please ensure these are worn whenever you are on the ward, so we can identify you easily.

When you are in a clinical area you should be bare below the elbow, removing any wrist watches, jewellry, or nail varnish/acrylic nails etc.

Who’s Who?

You can tell di erent sta members apart by their uniforms. Have a look in your practical guide for more information and pictures.

Questions/Ideas

If you are unsure about anything, please feel free to ask the ward team questions. Please share any ideas on how we can improve our service in order to benefit patients (and their family), sta and your experience on the ward.

Although the ward can often become

Princess Royal Hospital

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We’re happy you are here!

very busy, we are very grateful that you volunteer with us.