April 25, 2024
Growing demand for anesthesia services at ASCs is being met with a dwindling supply of anesthesia providers....
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By: Ann Geier
Published: 10/10/2007
Many basic tasks important to the daily functioning of your facility don't require the time and attention of your professional staff. Small and not-so-small things like filing forms, greeting patients, comforting families and making coffee all need to get done every day, but certainly not by a nurse or a tech. Here are some examples of how you might put a volunteer to work in your facility.
Another valuable service a volunteer can provide is to take notes of what family members are wearing or what they look like. This makes it easy for volunteers or staff to approach family members in a discreet manner if you need to discuss an issue. In addition, the volunteer can quickly and quietly gather a family member if a physician needs to consult with them for any reason. I can't tell you how much surgeons appreciate this timesaving measure.
Where to find them
Talk to your staff - they often know of people who'd be perfect to fill a volunteer opening. In addition, a recommendation about a prospective worker by someone you know is often the key to a good match. Also work through church and civic groups to spread the word about volunteer opportunities at your facility. Retirees are often looking for something to do with their time and are happy to be of service. Local high schools are also a wonderful resource for finding volunteers. Students may be happy for an opportunity to fulfill service requirements for civic or social clubs.
Carefully interview volunteer candidates. Ask meaningful questions during the interview: What's their perception of a surgery center? What would you do if (give them customer service-related scenarios)? Consider how a potential volunteer dresses, speaks and interacts with staff when you walk her around the facility.
On the volunteer's first day, introduce her to each member of your staff. Take her on a tour of the entire facility, and point out the areas she can't enter (ORs, the sterile corridor). It's also a good idea to have her sign a confidentiality agreement.
Make new volunteers aware that your staff will rely on their services, so they must be punctual and dependable at all times. Let them know that they'll be representing your facility whenever they're within its walls, and they therefore must exhibit excellent customer service skills. Be specific; the less doubt you leave about your expectations, the better. For instance, if there's some downtime during the day, will you let your volunteers read the paper at the reception desk? I know you wouldn't accept that. Make sure your volunteers know it, too.
Part of the team
Above all, make sure volunteers feel welcome. The effort you make to ensure they feel a part of your center is directly proportionate to how much they'll be inclined to project a positive image to patients and families. Reward your volunteers with praise and thanks - instead of a paycheck.
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