PATIENT FEEDBACK POLICY by abstraks

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									                               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(Superseded [date] version QMC, [date] version NCH)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
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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 /
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            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
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     (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
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     (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
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     (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
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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
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     (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
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(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)

								
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