I, {name}, a volunteer at NCH (Naples Comprehensive Health), understand state and federal laws and the NCH Information Security Policy require confidentiality and privacy protections for healthcare records. I further understand in connection with my duties I may have access to confidential information such as patient records (clinical, financial, and demographic), business records, committee reports, physical office records, incident reports, information about fellow volunteers, and other proprietary information. I may also see patients or visitors known to me as I volunteer and I will not disclose that information to anyone.

If I am given computer access through a sign-on identification code and password, I will use it solely to obtain access to information necessary to perform my job functions.  I shall not disclose my sign-on password to anyone nor will I attempt to learn another user’s password.  If I have reason to believe that the confidentiality of my identification code/password has been compromised, I will immediately change my password and notify the NCH IT Security Officer at (239) 624-2343 of the suspected security breach or call the IT Service Center at: (239) 624-2200.

I acknowledge I have a responsibility to safeguard Confidential Information and to see that it is disclosed only to those properly authorized to obtain the information.  I further agree to use such Confidential Information only in the course of my duties with NCH.  I understand that patient privacy is important to NCH.

I understand that my failure to maintain strict confidentiality of such Confidential Information will subject me to immediate discharge, and I may be subject to any other legal remedy available to NCH including civil or criminal action being taken against me.  I accept my obligation to maintain confidentiality and agree to abide by the terms of this Agreement.

Stewardship

• I will keep hallways clear of any litter, clutter, or equipment.
• I will report all spills or unsafe conditions to the appropriate department.
• I will reduce waste and eliminate redundancy wherever possible in my work area.

Equality

• I will acknowledge all individuals’ personal and cultural beliefs, ideas, and contributions in a supportive manner.
• I will explain things clearly using the appropriate language and with the use of interpretation resources if needed.

Respect

• I will establish eye contact and acknowledge all patients and guests by name and/or with a friendly smile.
• I will always offer patients and guests to enter and exit the elevators first.
• I will minimize personal conversation with co-workers in the presence of patients and guests.
• I will respect the privacy and confidentiality of others.
• I will introduce myself by name, role, and reason for encounter.
• I will maintain awareness of patient and guest privacy needs.
• I will knock on each patient door and introduce myself when entering the room.

Value Team

• I will look beyond my assigned tasks to assist co-workers when necessary.
• I will promote the success of NCH and fellow volunteers.
• I will welcome all assigned volunteers to my work unit and assist when needed.
• I will be open minded and flexible to a changing work/hospital environment.

Integrity

• I will refrain from participating in rumors or gossip.
• I will wear my I.D. badge at all times, above the waist and clearly visible.
• I will address concerns with my co-worker first and if there is still not a satisfactory outcome, I will contact my supervisor.
• I will be sincere and kind.
• I will treat others the way I would like to be treated.

Compassion

• I will minimize noise when around patients and guests.               
• I will make sure that a healing environment is always available to patients and guests.
• I will treat everyone with honesty, fairness, and compassion.
• I will maintain focus on safety, comfort, and needs in the presence of patients and guests.

Excellence

• I will present a clean, professional, well-groomed image, following the NCH dress code.
• I will not use personal cell phone, iPads, and computers while working and visible to patients, guests or colleagues in meetings; limiting use to break rooms.
• I will answer all phone calls within 3 rings and state my name, where I work, and ask, “How may I help you?”
• When they need directions, I will walk guests to their destination.
• I will do everything in my power to make a customer satisfied. If I cannot, I will notify the appropriate person who can. “That’s not my job” is not in our vocabulary.
• I will immediately acknowledge guests and fellow volunteers when they approach my work station.
• I will say “excuse me” when making requests and respond “thank you” when I am finished.
• I will not discuss within hearing range of customers, dissatisfaction with my position, other volunteers, or policies.

I have read the NCH Volunteer Standards of Excellence and agree to exemplify them as outlined.  I understand I will be held accountable for representing them through my volunteer service.