"PATIENT FEEDBACK POLICY"
VOLUNTARY SERVICES POLICY Documentation Control Reference Date approved July 2006 Approving Body OME/Trust Board Implementation date 1 April 2006 Version 2 Supersedes version, QMC version, NCH Consultation undertaken Integration Steering Group PPI Task Group Target audience Divisional Leads Distribution: Policy and Procedure(s) N/A (no procedure) Policy only To be advised Supporting Procedure(s) Guidelines for reimbursement, meal vouchers and rewards. Review Date May 2008 Lead Executive Director of Organisational Development Author/Lead Manager PPI Lead/Voluntary Services Manager Further Guidance/Information PPI Lead Ext. 42279 Voluntary Services Manager Ext. 43404 Voluntary Services Policy 1 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH) CONTENTS Paragraph Title Page 1. Policy Statement 3 2. Volunteer Groups 3 3. Key Personnel 4 4. Key Principles 5 5. Personnel Requirements 5 6. Complaints Procedure 6 7. Volunteers’ Expenses 7 8. Insurance 8 9. Equality and Diversity 8 Appendix1 Reimbursement of out of pocket 9 expenses Appendix2 Meal vouchers 11 Voluntary Services Policy 2 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH) VOLUNTARY SERVICES POLICY 1. Policy Statement The Government regards the voluntary and community sector (VSC) as a key partner in achieving its vision to deliver world class services which extend opportunity, tackle poverty and improve quality of life for all. Volunteers, therefore play an important role within the Trust as their contributions enable Nottingham University Hospitals (NUH) to enrich and extend the range of services offered to patients. The NUH welcomes volunteers in many of its wards and departments. Volunteers perform a wide variety of tasks and roles that contribute to the whole patient experience. A volunteer is any individual who agrees to work for NUH at any of the Trust locations, or for any organisation or agency which has an agreement to provide a voluntary service to the NUH and who does not receive remuneration for their work other than out of pocket expenses. This policy is intended to provide a consistent framework for all volunteers in the following groups that function or operate within Trust property or on behalf of the Trust off site: i) Nottingham University Hospitals Volunteers ii) Patient and Public Involvement volunteers iii) External Organisations volunteers iv) Self help Groups 2. Volunteer Groups 2.1 Non-aligned Volunteers Individuals who offer their services directly to NUH and are placed in one of the hospitals wards or departments, or on a voluntary project off-site which is managed directly by the hospital, are non-aligned volunteers. They will be recruited and managed directly by the Voluntary Services Department under the direction of the Voluntary Services Manager who is accountable to the Patient and Public Involvement / Voluntary Services Policy 3 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH) Experience Lead. Volunteers in the Department of Spiritual & Pastoral Care, incorporating Chaplaincy, Multi-Faith Centre and the Bereavement Centre are recruited and managed by the appropriate representative in that department. 2.2 Aligned Volunteers Individuals who work for any agency or external organisation, which has an agreement to provide a voluntary service to the NUH, are aligned volunteers. A person appointed by that agency or organisation is accountable to the Voluntary Services Manager for ensuring that their organisational procedures and their volunteers are operating within agreed Trust policies. 3. Key Personnel 3.1 Director of Organisational Development Has overall responsibility delegated from the Chief Executive for volunteers within the Trust and will report to Trust Board on an annual basis concerning volunteers’ activities within the Trust. 3.2 Patient and Public Involvement / Experience Lead Accountable to the Director of Organisational Development. The PPI Lead is responsible for supporting the Voluntary Services Manager in ensuring that the Trust approach to working with volunteers and the voluntary sector complies with good practice. 3.3 Voluntary Services Manager Responsible for the overall management of the paid Volunteer Co-ordinator, Administrator and volunteers. The VSM is also responsible for the development of volunteering opportunities throughout NUH. 3.4 Heads of Organisations with an Agreement to Provide a Voluntary Service on either Nottingham University Hospitals Sites Responsible for volunteers working for their organisation on all sites, whilst ensuring that they comply with all policies and procedures Voluntary Services Policy 4 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH) 4. Key Principles 4.1 Volunteers should only be used to provide services that will complement the services provided by hospital staff and therefore enhance the overall service offered to patients and visitors at both campuses. This may include assisting a paid member of staff with their usual duties that do not require specialised training or providing a specific service, which cannot be provided, by paid staff. 4.2 Volunteers will not be permitted to undertake any task, which would normally be the undertaken by a paid member of staff, if by undertaking this task they will be preventing the employment of a suitable person for this work. Volunteers should not be used in order to cover up a deficiency in staffing for any service in the hospital. 4.3 Volunteers should not be expected to undertake any tasks in order to enable a person or organisation to gain commercial profit, which will not be used entirely for charitable purposes. 4.4 Volunteers should not under any circumstances attempt to undertake any clinical or nursing duties which require qualified or trained staff. 5. Personnel Requirements 5.1 All volunteers, including non-aligned volunteers will have a personal file, which is kept in either in the Voluntary Services Department or the Department of Spiritual and Pastoral Care on site. The file will include personal details, references, signed declaration of confidentiality, next of kin details, work record and any other relevant information. Some of this information is also held on a database. 5.2 The Voluntary Services Manager, the Department of Spiritual & Pastoral Care Coordinator, or the organisational head for any aligned volunteers must be in receipt of two satisfactory, written references before any volunteer is placed to work. 5.3 All volunteers will be asked to confirm that they have no criminal record and complete an enhanced disclosure application from the Criminal Records Bureau. 5.4 Volunteers will only be placed in children’s wards, obstetric wards or the emergency department when human resources have received the enhanced disclosure from the Voluntary Services Policy 5 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH) Criminal Records Bureau. Volunteers must be made aware of the rules governing confidentiality and the Data Protection Act. 5.5 Volunteers must wear designated uniform and ID badge stating their name and place of work this will be clearly visible at all times. 5.6 Volunteers will attend staff corporate induction and undertake any mandatory training in line with Trust Policies. 5.7 Volunteers will attend local enrolment to include: orientation, confidentiality, fire and health and safety. 5.8 Volunteers will be aged 18 or over to volunteer on all wards. Volunteers 16 or over may volunteer on the hospitals Meet and Greet or within the hospital library. 5.9 All volunteers will be required to complete a health declaration and attend a health screening if necessary before beginning their volunteering placement. Volunteers may also be requested to attend health screening during their voluntary career if necessary. 5.10 Volunteers should be made aware of and given copies of all relevant Nottingham University Hospitals Trust policies and procedures. 5.11 All non-aligned volunteers will be provided with a free uniform that will identify them as members of the Trust. 6. Complaints Procedure 6.1 Non-aligned Volunteers Any work-related grievance should be raised at the lowest level of management available such as a senior member of staff on duty in the workplace. If a volunteer is not satisfied with the response, it should be brought to the attention of the voluntary services manager/volunteer co-ordinator. Work-related grievances may also be raised directly with the Voluntary Services Manager / Volunteer Co-ordinator. If a member of staff has a grievance concerning a volunteer related to their employment it should be brought to the attention of the Voluntary Services Manager / Volunteer Co- ordinator. Voluntary Services Policy 6 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH) Where a serious breach of conduct has taken place, a volunteer may be suspended from duty by the Voluntary Services Manager / Volunteer Co-ordinator or, in their absence, by the senior manager on duty in the workplace. 6.2 Department of Spiritual & Pastoral Care Volunteers (Incorporating Chaplaincy, Multi-Faith Centre and Bereavement Centre) Any grievance should be raised with the appropriate representative in the department. If a volunteer is not satisfied with the response a meeting will be arranged to discuss this with the Department of Spiritual and Pastoral Care manager. If a member of staff has a grievance concerning a volunteer related to their employment it should be brought to the attention of the Department of Spiritual & Pastoral Care manager who, if necessary, will contact the appropriate representative. Where a serious breach of conduct has taken place, a volunteer may be suspended from duty by the Department of Spiritual & Pastoral Care manager or, in that person’s absence, by the appropriate representative. 6.3 Aligned Volunteers Any grievance should be raised with their organisational head or the person appointed by their organisation to manage them. If a member of staff has a grievance concerning an aligned volunteer related to their employment it should be brought to the attention of the Voluntary Services Manager who will discuss this with their organisational head or the person appointed by their organisation to manage them. Where a serious breach of conduct has taken place, a volunteer may be suspended from duty by the senior nurse or manager on duty in the department where the volunteer is working and a report passed on to the organisational head and the Voluntary Services Manager. Voluntary Services Policy 7 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH) 7. Volunteers’ Expenses 7.1 Meal Vouchers Volunteers who work for 4 hours or more in any one session are given a meal voucher. This is at the discretion of the Voluntary Services Manager. (Appendix 1) 7.2 Travel Expenses Non-aligned volunteers are allowed to claim reimbursement of the cost of travel to and from the hospital. This will usually be the amount of bus fare or the agreed rate for mileage of up to 10 miles each way for those who travel by car. This has been determined by the Voluntary Services Manager and will be reviewed annually. (Appendix 2) Expense entitlements of aligned volunteers will be by arrangement with their organisation. 8. Insurance All volunteers will be indemnified through the Trust’s Employers liability insurance arrangements. 9. Equality and Diversity The Trust is committed to ensuring that, as far as is reasonably practicable, the way we provide services to the public and the way we treat our staff reflects their individual needs and does not discriminate against individuals or groups on the basis of their ethnic origin, physical or mental abilities, gender, age, religious beliefs or sexual orientation. Voluntary Services Policy 8 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH) APPENDIX 1 Reimbursement of out of Pocket Expenses Travel Expenses /Non-Aligned Volunteers It is unreasonable to expect volunteers to be out of pocket because of their involvement in volunteering with the Trust. The reimbursement of expenses has in the past enabled individuals who other wise could not afford to fund their journeys to the hospital undertaken voluntary work. In order to continue to provide a consistent rate of payment for expenses in line with the national volunteers and the recommendations of Volunteering England’s publication “Volunteers across the NHS” in conjunction with HM Revenues and Customs rates, The Trust should now be offering volunteers on both campuses expenses payments of: Motor Vehicles - 40p per mile for a maximum of 10 miles each way, per session, a total of £8.00 maximum payment Per day. Motorcycles – 24p per mile for a maximum of 10 miles each way, per session, a total of £4.80p maximum payment Per day. Bicycles – 20p per mile for a maximum of 10 miles each way, per session, a total of £4.00 maximum payment Per day. Public Transport – the cost of the journey each way will be reimbursed against bus tickets. A total of £8.00 maximum per day for public transport would be set. Variations to these amounts should only be undertaken after each individual’s claimants case has been assessed and only on the Voluntary Services Manager discretion All volunteers must claim expense in line with the voluntary services recommended procedure of: Voluntary Services Policy 9 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH) 1. A monthly colour coded expenses form will be issued to each volunteer on both campuses prior to the month they wish to claim for, with a three months claiming time limit period. 2. The amount claimed for should be entered for every volunteering session during the calendar month, but not exceeding the recommended maximum amount per day as instructed on joining. 3. The amount Claimed and authorised by a member of the voluntary service staff should then be collected from the appropriate Campus General office by the named volunteer on the expense form. CAR PARKING / Non-Aligned volunteers Volunteers who attend in their motor vehicles should not incur any cost of parking. Reasonable provisions on both campuses should be made to accommodate volunteer’s vehicles. Volunteers wishing to bring vehicles should: 1. Complete an application for car parking and display the appropriate permit when supplied. 2. Volunteers should only park their vehicles in the recommended permit holders places on both campuses, e.g. The Multi-Story car park or the correct colour parking location. 3. Any entry/egress card will be issued to lift the barrier free of charge. 4. Any agreement on the renewing of permits or entry/egress cards with the Trust car parking companies should be followed completely by all volunteers. Voluntary Services Policy 10 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH) APPENDIX 2 Meal Vouchers Any volunteer who offers their services for 4 hours or more should be issued with a meal voucher of £2.50 per day to use in the appropriate Trust site cafe. No refunds will be given if the volunteer spends below the voucher limit, each volunteer can use only one voucher per day. Exceptions to the 4-hour rule Meet and Greet volunteers on the help desks are given a meal voucher after 3 hours; Meet and Greet volunteers have to work within the cold and windy entrances to the building without the option of a hot drink been supplied, hence the exception to the rule. Voluntary Services Policy 11 Version 2 June 2006 (Superseded [date] version QMC, [date] version NCH)