Potential Questions from DNV Surveyors

Question: What do you do as a volunteer?

Answer: Describe the duties you perform as a volunteer. Examples: Escort patients and family members to different areas of the hospital, deliver flowers to hospital units.

Question: What type of training did you receive?

Answer: I completed the New Volunteer Orientation (Volunteer Handbook and Non-Mandatory Reporter Training) and volunteer role/ department specific training.

Question: Do you receive ongoing training?

Answer: Yes, through new volunteer orientation, annual education, our Volunteer Voice and Weekend Update newsletters, emails, notices, Volgistics touch screen messages.

Question: Do you know where you can get your volunteer position description?

Answer: Yes, a copy is in the Volunteer Services Office.

Question: Are you aware of the importance of confidentiality and privacy?

Answer: Yes, patients have the right to confidentiality and privacy. As a volunteer, I have received training on confidentiality, the Health Insurance Portability and Accountability Act (HIPAA) and Protection Health Information (PHI). “What you see here, what you hear here, must remain here, when you leave here.”

Question: To whom can you give patient information?

Answer: I can only give a room number if the person asks for a patient by name. To find out a room number and if the patient is listed as “Do Not Announce / No Pub” (meaning, I can’t give this information out to anyone), I call the hospital operator/message center.

Question: Another volunteer wants to know information about a patient. Can you share this information?

Answer: Only if that volunteer needs the information for the role that he/she/they does as a volunteer.

Question: What do you do if a patient or family has a complaint?

Answer: Thank the patient for bringing forward the complaint and connect them with the department supervisor or a member of the Guest Relations team (call x15000) immediately.

Question: What do you do if you notice a spill?

Answer: Notify Environmental Services (call x17000) and stay at the location of the spill until they arrive. If it is water, coffee or a liquid from my own cup or mug, I know that it is safe for me to clean the spill up myself.

Question: If a chemical spill occurs, what do you do?

Answer: Notify the department supervisor for immediate assistance in determining what should be done based on the type of spill. Notify Environmental Services (call x17000) immediately!