Mandatory Quizzes - Bridgepoint Health

Transcription

Accessible Customer
Service:
breaking the barriers for
people with disabilities
© Bridgepoint Legal Entity 2013
Introduction
What is AODA ?
•
•
•
•
•
About 1.85 million people in Ontario have a disability
Accessibility for Ontarians with Disabilities Act (AODA), 2005
Accessibility Standards for Customer Service is one of the
standards ensuing from this Act and came into effect on
January 1, 2008
All service providers, including health care institutions,
required to remove barriers faced by people with disabilities
January 2010 – Bridgepoint’s customer service standard
came into effect
Slide 2
1
Introduction
What is disability?
•
Any degree of physical disability, infirmity, malformation
•
Intellectual or developmental disability
•
Learning disability
•
Mental disorder
Slide 3
Self-test
Which of the following is NOT a
disability?
•
Vision
•
Developmental disability
•
Tardiness
•
Mental health
Slide 4
2
Self-test
About 1.85 million people in Ontario
have a disability
y
True
y
False
Slide 5
Interact with people with
disabilities
1. Think / learn about how people
with disabilities communicate
2. If one channel or method of
communication cannot be used, use
another one, or a combination
=
Be flexible
Slide 6
3
What can you do?
Vision Loss
Describe the service offered to the person unable to view it
Deaf, deafened and hard of hearing
• Attract the customer’s attention before speaking, don’t
shout.
• Make sure you are in a well-lit area, speak clearly and
make
sure nothing is covering the mouth for those who lip-read
• If the person uses a hearing aid, reduce background noise
or move to a quieter area
Learning, Developmental or Intellectual Disability
Use plain language, avoid technical language, explain any
documentation provided to patients
Slide 7
Example: aphasia
• Aphasia is a language disorder
• It can affect person's ability to use and understand
spoken or written words
• People with aphasia may be able to think very well, but
they have difficulty using language to express their
thoughts.
Slide 8
4
General Tips for Interacting with
Customers with Disabilities
•
•
•
•
•
•
Speak directly to your customer
Ask “May I help you?”, “How may I help you?”
Take the time to get to know your customer’s needs
Use plain language – often simple is better
Choose appropriate communication channels
Reassure the customer:
“I know you know”
• Ask: “Do you understand this?”
• Exercise patience.
Slide 9
What would you do?
• Situation:
A patient enters the elevator and an alarm
goes off. What do you do?
Slide 10
5
What you could do
1.
2.
3.
Ask the patient if they are alone or accompanied
If alone, explain that the elevator will not move
and encourage the patient to return to their
unit/ nursing station
If the patient has difficulty understanding / is
confused – seek assistance from a care provider
from his/her unit or go to the nursing station
Slide 11
Animals in the facility
4 categories:
- Service animals
- Resident animals
- Visitation or family pet
- Pet volunteers
•
BH has a policy on the use of animals,
including service animals
•
Animals are not permitted in certain
areas
Slide 12
6
Use of service animals
• Service animals – working animals,
not pets
• Any animal trained to do work or
perform tasks for the benefit of a
person with disability
• Service animals are allowed access to
the cafeteria
Slide 13
When service animals are excluded
Adopt alternative measures, such as:
• Offer a safe location where the service animal
can wait (if the person is able to be separated
from the animal) while offering service to the
person. E.g. a person with vision loss might
need someone to guide him or her.
Slide 14
7
When service animals are excluded
Adopt alternative measures, such as:
• Offer a safe location where the service animal
can wait (if the person is able to be separated
from the animal) while offering service to the
person. E.g. a person with vision loss might
need someone to guide him or her.
Slide 15
What you could do
•
Discuss the situation with both patients and
make every effort to meet the needs of both
individuals = move them far from one another.
Slide 16
8
Support persons
• Paid professionals, volunteers, friends/family
members of the person with disability
• Accompanies a person with disability in order to help
with communication, mobility, personal care, medical
needs or access to services
• Must comply with certain rules spelled out in the BH
policy related to support persons
Slide 17
Self-test
Which statement about persons with
disabilities is true:
• A person’s disability always affects how he/she
interact with you
• A person’s disability may affect how they interact
with you and it might not
Slide 18
9
Self-test
Which of the following statements is correct?
a)
b)
c)
The list of restricted areas is the same
for all types of animals
Service animals are allowed access to
the cafeteria
Service animals are given access to the
cafeteria and the dialysis unit
Slide 19
Assistive devices
• All staff members are supposed to be able to assist
the patient using their own personal assistive
devices while at Bridgepoint:
- Seating and Mobility Aids
- Vision Aids
- Hearing Aids
- Communication Aids
- Feeding Aids
- Positioning Aids
- Prosthetics and orthoses
Slide 20
10
Who to contact
• Your manager
• Manager of Ambulatory Services and Central
Therapy
• Or [email protected]
Slide 21
Where can I find more information?
Bridgepoint portal – click on
ACCESS ON logo to open “Customer
Service Policy Statement”
In this document, you’ll find links to
all 8 policies related to Bridgepoint’s
Customer Service Standard
Slide 22
11
Meeting the requirements of the Customer Service Standard
is simply about providing good customer service.
Slide 23
Please be sure to complete the
Accessible Customer Service QUIZ
found in your package.
Slide 24
12
ACCESSIBILE CUSTOMER SERVICE FINAL QUIZ
Name (please print)
Department/Unit
Please check the correct answer(s).
1. Only administrative staff needs to know the rules and regulations
relative to the Accessibility Standards for Customer Service.
True
False
2. About 1.85 million people in Ontario have a disability.
True
False
3. Which of the following is not a disability?
Vision
Developmental disability
Tardiness
Mental Health
4. Match each type of disability mentioned below with the appropriate
action by placing the correct number in the space:
a)
Vision loss
1. Speak clearly and make sure
nothing is covering the mouth
b)
Deaf, deafened or hard of
hearing
2. Use plain language, avoid
technical language, explain
any documentation provided
to patients
c)
Learning or intellectual
disability
3. Describe the service offered to
the person unable to view it
1
5. Which of the
The list
Service
Service
following statements is correct?
of restricted areas is the same for all types of animals
animals are allowed access to the cafeteria
animals are given access to the cafeteria and the dialysis unit
6. The purpose of the Customer Service Standard is to:
Remove barriers faced by people with disabilities
Decrease the number of people with disabilities in Ontario
None of the above
7. You are serving a patient who has a service animal, and another
patient waiting beside him tells you they have an allergy to animals.
You:
Apologize and respond that unfortunately, nothing can be done
Discuss the situation with both patients and make every effort to meet
the needs of both individuals: move them far from one another
8. A resident animal can have free access to any area of the hospital.
True
False
9. A patient enters the elevator and an alarm goes off. You:
Ignore the patient and just wait until someone deals with the situation
Take a different elevator
Ask the patient if they are alone, encourage the patient to return to
their unit
10. Support persons are:
Paid professionals only
Paid professionals, volunteers, friends/family members of the person
with disability
11. Which statement about persons with disabilities is true?
A person’s disability always affects how he/she interact with you
A person’s disability may affect how they interact with you and it
might not
THANK YOU
2
WHMIS
Workplace
Hazardous
Materials
Information
System
Independent Study
Thank you
This course has been adapted from the WHMIS
course provided by St. Michael's Hospital.
Bridgepoint Health would like to graciously
acknowledge the contribution of St. Michael’s
Hospital.
Slide 2
1
Learning Objectives
By the end of this course, you will be able to:
1. Understand the purpose of WHMIS in your
workplace.
2. Recognize controlled products in your
workplace.
3. Know where to obtain more information on
how to work safely with controlled products.
At the end of this course you will be able to test your
knowledge against these objectives. Please be sure to
print the results of your quiz and deliver it to your
Manager for input to your learning record.
Slide 3
What is WHMIS?
WHMIS is an acronym that stands for
Workplace Hazardous Materials
Information System.
Workplace
Hazardous
Materials
Information
System
Slide 4
2
Origins of WHMIS
It is an initiative that was developed in the
late 1980s to protect the health and safety of
people working with controlled products in the
workplace. This initiative called for suppliers
to provide consistent information on use and
handling of controlled products distributed to
workplaces
There are all sorts of Controlled products in a
workplace that are potentially hazardous if not
used or handled in a safe manner. This is
what today’s learning will be on – showing
you how to identify controlled products and
know where to obtain more information.
Slide 5
What is a controlled product?
Because controlled products are potentially hazardous to
health, suppliers who make the controlled products
must alert users and provide information on how to use
and handle the product safely.
•
Controlled products are potentially dangerous to your health if
used or handled in an unsafe manner.
•
In order to protect users, suppliers compare their product with
properties of hazardous material of the Controlled Products
Regulation.
•
If the product meets the criteria of one or more of the six
classes or eight categories then the supplier must provide safe
handling instructions.
•
This is done in accordance with federal legislation.
Slide 6
3
Occupational Health and Safety Law
Everyone has a shared
responsibility to ensure the
workplace is free from hazards
– this is known as the Internal
Responsibility System.
Under health and safety law,
workplace parties, such as the
employer, supervisor and
worker have specific
responsibilities related to
maintaining a safe and healthy
work environment.
Hazardous
Products
Act
Canada
Labour
Code
Controlled
Products
Regulation
Bill C-70
Ingredient
Disclosure
List
Regulation
Hazardous
Materials
Information
Review Act
Hazardous
Materials
Information
Review
Regulation
Slide 7
Employer and Supervisor
Responsibilities
The provincial legislations outlines roles and responsibilities for all workplace
parties including the employer and worker. Please be sure to check out all the
hospital policies on occupational health on the intranet.
Here are some responsibilities the Employer and Supervisor share under health
and safety law.
•
To ensure all precautions necessary to protect the health and safety of workers.
•
To provide worker education that ensures workers can apply information for their own
safety and health.
•
Maintain documentation of staff training.
•
To ensure all controlled products received from supplier are properly labeled.
•
To obtain and provide accessible and up-to-date Material Safety Data Sheet (MSDS) for
all controlled products in the workplace.
Slide 8
4
Worker Responsibilities
Workers have the responsibility to inform
supervisors/managers about unsafe
working conditions or practices, such as
damaged or missing label
Participate in training offered and follow
policies and procedures outlined by the
employer
Use and handle controlled products in a
safe manner to protect yourself and coworkers
Slide 9
WHMIS in the workplace
Every year hundreds of workers are
injured from needless expose to
chemicals.
Learning about WHMIS provides you
with information on how to protect
yourself in the workplace and at home.
Even if you are not working with
chemicals directly, you are expected to
learn about WHMIS under health and
safety law, since you work in close
proximity to them.
Slide 10
5
WHMIS Labels
WHMIS labels provide you with a quick
at a glance warning and instruction on
how to safely use the controlled
product. The information is brief and
concise but notifies you that there are
more technical information stored
elsewhere.
There are various types of labels:
supplier, workplace, laboratory and
other. For this training purpose we will
only cover the first two. For the other
labels your supervisor/manager will
provide you with additional
training/orientation.
PROPERTIES
Allow user to leave interaction:
Show ‘Next Slide’ Button:
Completion Button Label:
Slide 11
After viewing all the steps
Show upon completion
Next Slide
6
PROPERTIES
Next Slide
Other Labels
Other means of identification include:
•
Placard form
•
Codes: colour coding or alpha/numeric
•
Warning signs
Types of situations allowed:
•
Product transferred to a new container to
be used in laboratory only
•
Hazardous waste produced
•
Substances undergoing tests and analyses
•
Product in transfer (e.g. pipes and
conveyor belts)
Slide 14
7
PROPERTIES
Next Slide
Class
Division
Symbol
Class A:
Compressed Gas
Class B:
Flammable &
Combustible
B1
B2
B3
B4
B5
B6
Flammable Gas
Flammable Liquids
Combustible Liquids
Flammable Solids
Flammable Aerosols
Reactive Flammable Material
Class C:
Oxidizing
Class D:
Poisonous &
Infectious
D1 Immediate/Serious Toxic Effects
D2 Toxic Materials Causing Other
Effects
D3 Biohazardous Infectious
Class E:
Corrosive
Class F:
Dangerously
Reactive
8
Accessing WHMIS Information
WHMIS Binder
The department WHMIS binder is
located in each work area/unit and
contains a MSDS for products used
in your area.
Master copies of all binders are
located at Security, Stores,
Occupational Health and the
Engineering Office. The Master copy
contains all the MSDS used
throughout the hospital.
Slide 17
How do Hazardous Materials enter the body?
Absorption
absorbed through the skin, eyes
and any mucus membranes
Inhalation
inhaled through the nose or
mouth
Ingestion
Injection
ingested when using
contaminated hands to eat or
smoke
injected through a skin puncture
and the substance enters the
bloodstream
Slide 18
9
Personal Protective Equipment
Here are some examples of personal protective equipment:
Gloves
Mask
Respirator
Goggles
Respirator
Face Shield
Slide 19
MSDS: Material Safety Data Sheet
For all controlled products there needs to be an accompanying material safety
data sheet.
A MSDS gives you more detailed information regarding the controlled
product since labels only have so much space. It gives you specific
information on how it may impact your health – such as potential short
term and long term health effects.
•
Potential health effects related to exposure.
•
How to protect workers.
•
Hazard evaluation related to use, storage and handling.
•
Emergency procedures for accidental release.
•
Needs to be readily available and accessible to workers.
•
Needs to be up-dated every 3 years.
Slide 20
10
Updating MSDS
• Up-dating MSDS
• MSDS must be up-dated every 3
years because:
•
•
•
There may be new information on health
effects
Change in composition
Updated information on how to dispose
• New MSDS can be obtained by going
to the manufacturer’s website or
calling them directly.
Section 1:
Slide 21
Product Identification and Use
Section 1 on product identification will tell give you the product name and
manufacturer. The manufacturer’s contact information may be listed here so
that you may contact the to obtain updated material safety data sheets.
Slide 22
11
Section 2:
Hazardous Ingredients
Under this section you will find the hazardous ingredient make up of the
controlled product.
However, with some products there may not be any information listed due to the
fact that the manufacturer has applied for confidential business information.
Slide 23
Confidential Business Information
•
Hazardous ingredients are not always listed.
•
Also known as “Proprietary” and “trade
secret”
•
•
Manufacturers may apply for CBI if revealing
the ingredient list could put them at a
disadvantage with their competitors
Slide 24
12
Mandatory Disclosure
However, there is mandatory disclosure of
proprietary information under the following
conditions:
•
Medical emergency for diagnosis or
treatment.
•
As required for enforcement of
occupational health and safety (OH&S)
legislation by an OH&S official.
Section 3:
Slide 25
Physical Data
Section 3 is your double check to see what you have in your hand
matches the physical description as described on the MSDS.
Slide 26
13
Section 4:
Fire and Explosions Data
This section will alert you of situations that may lead to a fire or explosion.
Section 5:
Slide 27
Reactivity Data
For those who have a chemical storage area, this section is
important since it outlines any incompatibilities.
Slide 28
14
Section 6:
Toxicological Properties
For all healthcare workers this section is extremely important. It is
paramount that you read the MSDS prior to handling the controlled
product to understand the potential health hazards associated with
exposure.
Section 7:
Slide 29
Preventative Measures
For those who have a chemical storage area, this section is important
since it outlines any incompatibilities.
Slide 30
15
Section 8:
First Aid Measures
This is another reason why you need to be familiar with the
hazards you are working with. By reading this section you
will know how to provide immediate first-aid measures if you
or a coworker accidentally gets the product on you.
Section 9:
Slide 31
Preparation Date
Here you will find when the MSDS was written.
Slide 32
16
Response to Accidental Release
1. Immediately alert others and
secure the area.
2. If safe to do so, attend to people
who may be contaminated.
3. Don personal protective
equipment (PPE) as
appropriate/needed to respond to
the spill
Slide 33
Response to Chemical Exposure
•
Immediately follow first-aid treatment
as described in the MSDS.
•
If medical attention is required, notify
a supervisor/manager and proceed to
the Emergency with the MSDS.
•
Complete on-line event tracker.
•
Report to the Corporate Health &
Safety Services (2-Shuter).
•
Sometimes it could be too late to
read what is on the MSDS. Knowing
beforehand how to react is important
for your safety.
Slide 34
17
WHMIS Exemptions Part 1
There are many other products that can be
dangerous to our health or the environment but
do not require a WHMIS label or symbol. The
following products are completely exempt from
federal and provincial WHMIS requirements:
•
Wood or wood products
•
Tobacco or tobacco products
•
Manufactured articles
•
Hazardous waste
•
Products being transported or handled in
accordance with the Dangerous Goods
Transportation Act (Ontario) or Transportation
of Dangerous Goods Act (Canada)
Slide 35
WHMIS Exemptions Part 2
Although certain classes of products are partially exempt from
WHMIS they are regulated under other legislation with respect to
labeling. In some instances, such as household cleaners, when
they are brought into the hospital the supervisor is still required
to provide training on safe handling. These categories of partially
exempt goods include:
• Explosives (Explosives Act)
• Cosmetics, drugs, devices, or foods (Food and Drug Act)
• Pesticides (Pest Control Products Act)
• Radioactive products (Atomic Energy
• Control Act)
Slide 36
18
Emergency Situations Incident
Reporting
If you are exposed to a
hazardous substance or
material, an Employee
Incident Report must be
completed immediately and
brought/sent to the
Occupational Health and
Wellness department.
Slide 37
Emergency Situations
Leak/Spill of Hazardous
Materials
In the event a significant hazardous material spill occurs which:
CANNOT be handled by individuals on site
is immediately dangerous to the health, or
is of unknown hazardous potential
The person in charge of spill area should:
Initiate the Emergency spill response “CODE BROWN”
by calling extension 5555
Initiate the evacuation of the spill area
Slide 38
19
Summary
•
Internal Responsibility System – keeping the workplace safe
is a shared responsibility.
•
Learning about WHMIS and how to recognize labels and
symbols are key to prevention.
•
MSDS are up-dated every 3 years in order to obtain the most
accurate information on the controlled product.
•
Know where to obtain MSDS for the controlled products you
use.
•
Know the location of the WHMIS binder on your unit.
Slide 39
Conclusion
•
We have come to the conclusion of
this training session.
•
Thank you for your participation.
•
Please complete the attached quiz
to finish/master the course. You will
need a passing grade of 80% or
higher to pass.
Slide 40
20
WHMIS Post Training Quiz
Name (please print):
Dept/Unit:
Date: ________________________________
Use your workbook to answer the following questions. Please circle the correct
answer.
1. What does WHMIS stand for?
a. Workers Hearing Management Information Study
b. Workplace Hazardous Materials Information System
c. Workplace Heating and Maintenance Industrial System
d. Work Hazards Minimization Improvement Strategy
2. An MSDS must have been issued within the last 3 years to be valid.
a. True
b. False
3. MSDS stands for:
a. Manufacturers Safety Data Sheets
b. Material Safety Data Sheets
c. Mines Safety Direction Sheets
4. “Routes of entry” for chemicals include:
a. Open doors and windows
b. The heart and liver
c. Perspiration & saliva
d. Inhalation, ingestion and absorption
5. Chemical residue that is carried home on your clothes, hair and hands:
a. Will not harm yourself or your family
b. Could harm yourself or your family
6. Which section of a Material Safety Data Sheet contains requirements for
appropriate PPE?
a. First Aid Measures
b. Handling and Storage
c. Exposure Controls / Personal Protection
d. Physical and Chemical Properties
7. What 2 types of labels are covered under WHMIS?
a. Supplier and workplace
b. Manufacturer and workplace
8. Always assume that every new or unfamiliar chemical is hazardous. Check the
MSDS and container labels for the chemical hazards and safe handling
procedures.
a. True
b. False
9. The best way to avoid the safety hazards of chemicals is to handle them
properly.
a. True
b. False
10.Match each hazard class with its symbol by placing the
number in the space
a)
Corrosive Material
correct
1.
2.
b)
Materials causing other toxic effects
c)
Compressed Gas
3.
4.
d)
Biohazardous Infectious Material
5.
e)
Materials causing immediate and serious toxic
effects
f)
Oxidizing Material
6.
7.
g)
Flammable & Combustible
8.
h)
Dangerously Reactive Material
Occupational Health
and
Safety Act
Bill 168
Independent Study
Overview
• The Ontario government amended the Occupational
Health and Safety Act with respect to violence and
harassment in the workplace.
•
Effective June 15, 2010, the new law, known as Bill
168, provides legal definitions of workplace violence
and harassment.
Slide 2
1
Background and Context
Bill 168 was enacted from an inquiry of an employee
death in an Ontario hospital in 2005
As a result of this new legislation, Bridgepoint Health
has:
- updated related policies
- conducted risk assessments
- devised a multi-tiered training program to support
and train staff on the new requirements
•
•
Slide 3
Background and Context
•
•
Bill 168 was enacted from an inquiry of an employee
death in an Ontario hospital in 2005
As a result of this new legislation, Bridgepoint Health
has:
- updated related policies
- conducted risk assessments
- devised a multi-tiered training program to support
and train staff on the new requirements
Slide 4
2
What is Workplace Violence?
(a) the exercise of physical
force by a person against a worker, in a
workplace, that causes or could cause physical injury to the worker,
(b) an attempt to exercise physical force against a worker, in a
workplace, that could cause physical injury to the worker
(b) a statement or behaviour that it is reasonable for a worker to
interpret as a threat to exercise physical force against the
worker, in a workplace, that could cause physical injury to the
worker
Slide 5
What is Workplace Harassment?
•
Engaging in a course of vexatious (i.e. disturbing or hostile)
comment or conduct, against a worker in a workplace, that is
known, or ought reasonably to be known to be unwelcome.
•
Can verbal or non-verbal, a single incident or a series of incidents.
•
May occur between co-workers, between subordinates and managers
Slide 6
3
The Scope of Employer
Responsibilities
•
Employers are now obligated to treat harassment based on nonprotected grounds in the same manner as harassment based on
Human Rights Code-protected grounds
•
The definition of “workplace harassment” broadens the scope of
harassing behaviours and includes both physical or verbal/nonverbal abuse
Slide 7
The Scope of Employer
Responsibilities
•
Employers are now obligated to treat harassment based on nonprotected grounds in the same manner as harassment based on
Human Rights Code-protected grounds
•
The definition of “workplace harassment” broadens the scope of
harassing behaviours and includes both physical or verbal/nonverbal abuse
Slide 8
4
Definition of the Workplace
•
The workplace is not limited to the offices, buildings and
worksites of Bridgepoint Health.
•
Harassment which occurs outside the workplace, but which
may adversely affect employee relationships, may also
be interpreted as workplace harassment.
Slide 9
Employer’s Obligations with
Respect to Domestic Violence
Under Bill 168 amendments to the Act, an employer that is “…aware, or
ought to be aware, that domestic violence may expose a worker to the
risk of physical injury in the workplace, must take every reasonable
precaution to protect that worker.”
Slide 10
5
What is Domestic Violence?
Domestic violence
includes many different
forms of abuse,
mistreatment or neglect
that adults or children
may experience in their
intimate, family or
dependent relationships.
Slide 11
Disclosure of Personal
Information
OHSA now obliges employers/supervisors to provide information to
a worker, including personal information, related to the risk of
violence from a person with a history of violent behaviour if the
worker may encounter the person in the workplace AND if that
encounter may expose the worker to the risk of physical injury.
No employer or supervisor shall disclose more personal information
than is reasonably necessary to protect the worker from physical
injury.
Slide 12
6
Bill 168 and the Right to Refuse
•
Employee has the right to refuse work, if workplace violence is
likely to endanger him/ her
•
Until the investigation is complete, the worker shall remain in a
safe place that is as near as reasonably possible to his/her
work station; and available to the employer or supervisor for
the purposes of the investigation
•
Workplace harassment is not a ground for refusing work
Slide 13
Reporting Incidents
•
Harassment or violence in the workplace
report incident to
Security, Human Resources and/or your
manager/supervisor immediately.
•
Immediate danger (both patient and non-patient behaviours)
initiate a Code White through Switchboard Emergency at
5555.
•
If the situation warrants law enforcement
support at 5555.
•
If you are out of the building (e.g. parking lot or health
discipline visits), you can call 911.
request the police
Slide 14
7
Code White
All Staff Response
•
When in immediate danger of violence in the workplace = initiate
a Code White by calling 5555.
•
If the incident is in your area:
1. Ensure Code White has been initiated
2. Move all persons not involved in the response to safety
3. If safe to do so, make environment safe, remove any
objects that can be used as weapons
4. Follow the instructions of the Code White Intervention Team
when it arrives
Review the full Code White policy for response procedures
•
Slide 15
Workplace Harassment / Abuse
Procedure - Time for Filing a Complaint
Procedure
•
•
•
If appropriate, make it known to the individual that the
behaviour is offensive and unwelcome
Keep a written record of dates, times, unacceptable behaviour
and witnesses to the incidents, if any.
Make a complaint immediately to a supervisor or to the Human
Resources Department.
Time for Filing a Complaint
• Any complaint must be filed within a reasonable time from when
the last incident occurred. Bridgepoint Health reserves the right
to not deal with any complaint that is based on facts that
occurred more than 6 months prior to the filing of the
complaint.
Slide 16
8
Investigation
• The person receiving the complaint will notify the Director,
Human Resources or designate who will be responsible for
conducting an investigation
• All complaints received pursuant to this policy will be considered
confidential to the extent possible.
• The individuals involved in a complaint may be relieved of
their duties and provided with a paid leave of absence from the
workplace during the investigation period.
• After the investigation is completed, the complainant and the
alleged defendant will be advised of the decision.
Slide 17
Corrective Action in Case
of Workplace Violence
• Any employee that subjects another employee,
client or other person to workplace violence may
be subject to disciplinary action up to and
including termination.
• Other persons may be removed from the
workplace.
Slide 18
9
Corrective Action in Case of
Harassment and Abuse
May include any one or more of the following:
• offering a formal apology
• counselling an employee about appropriate behaviour
• written warning placed in the employee’s Human Resource file
• transfer
• change of reporting line
• suspension or discharge
• suspension of privileges or loss of privileges for physicians in
accordance with Bridgepoint Health by-laws.
Slide 19
Unfounded Complaints
and Retaliation
•
When a complaint is found to be vexatious or made in bad faith,
disciplinary action may be taken against the complainant, up to
and including discharge of the complainant.
•
Retaliation in any form against any person involved in a
complaint, or in an investigation of a complaint, is in itself a
violation of this policy and will result in disciplinary action up to
and including termination.
Slide 20
10
Conflicts with Clients,
Visitors or Volunteers
• This policy relates specifically to abusive behaviour towards
staff, physicians, visitors and volunteers by a client, visitor
or volunteer
• The same definition of abuse (physical, psychological or
sexual abuse/harassment) applies
Slide 21
Principles
•
•
•
•
Abuse of staff members, visitors or volunteers will not be
tolerated.
Staff members, visitors and volunteers have the right to be
informed of the aggressive potential of a client.
Staff members, visitors and volunteers have the right to enact
procedures to protect personal safety if there is a perceived risk of
abuse from a client, family member or visitor.
Every effort will be made to ensure staff members, visitors and
volunteers affected by aggressive incidents receive full and
immediate support from Bridgepoint Health, including referral for
counselling assistance when appropriate.
Slide 22
11
Principles (continued)
•
•
All staff members, visitors and volunteers are required to
report immediately to a manager if they are involved in, or
witness staff, visitor or volunteer abuse.
The appropriate manager who will interview all relevant
individuals and develop and implement an action plan in
consultation with Human Resources will direct the investigation.
The Patient Relations Specialist may assist the manager in the
investigation process.
Slide 23
Procedure
Client Information
•
Information regarding past history of client aggression will be
obtained during the admission assessment process and recorded
on the client chart.
•
Staff members and volunteers who may be in close contact with
clients with a history of aggressive behaviour will be informed of
this history.
Slide 24
12
Procedure (continued)
In the Event of an Incident
•
An employee, visitor or volunteer who reasonably believes he /
she has been abused by a client, visitor or volunteer should
inform the immediate manager as soon as possible after the
incident has occurred.
•
An Incident Report form will be completed and forwarded to the
Occupational Health and Wellness department.
Slide 25
Conducting an Investigation
•
The supervisor will ensure the emergency needs of the victim of
the reported abuse are met. This may include referral to the
Occupational Health & Wellness department and the Employee
Assistance Program.
–
All reported abuse incidents will be thoroughly investigated.
–
The investigator will meet with the victim of the reported
abuse, witnesses and the alleged abuser. Risk Management
and Patient Relations may be involved as required.
–
An action plan will be developed, documented and
implemented following the investigation. This plan of action
will be communicated to the victim and the alleged abuser
as appropriate.
Slide 26
13
Conducting an Investigation
•
The supervisor will ensure the emergency needs of the victim of
the reported abuse are met. This may include referral to the
Occupational Health & Wellness department and the Employee
Assistance Program.
–
All reported abuse incidents will be thoroughly investigated.
–
The investigator will meet with the victim of the reported
abuse, witnesses and the alleged abuser. Risk Management
and Patient Relations may be involved as required.
–
An action plan will be developed, documented and
implemented following the investigation. This plan of action
will be communicated to the victim and the alleged abuser
as appropriate.
Slide 27
Corrective Action
•
•
If it is determined that abuse was caused by a relative or
visitor, corrective action may include:
informing the client’s relative or visitor that his/her
behaviour is inappropriate
if warranted, placing restrictions on the visitor’s visiting
privileges or issuing a trespass notice
contacting the police, if sufficient evidence seems to
exist to warrant criminal charges, for example physical or
sexual abuse
transferring the client to another unit or discharge.
The manager will implement corrective action, with the
assistance of Risk Management and Patient Relations as
required.
Slide 28
14
Taking Legal Action
•
•
•
•
The manager will advise the victim of the reported abuse
regarding the possibility of laying legal charges and assist the
victim in contacting the police, if necessary.
The victim of the reported abuse will inform the investigator of
his/her decision regarding proceeding with legal charges.
To protect the rights of individuals and the integrity of any police
investigation, strict confidentiality must be adhered to throughout
the investigation process.
If the police are involved, Bridgepoint Health will coordinate its
activities with those of the police.
Slide 29
Please be sure to complete
BILL 168 – QUIZ
that is found in your package.
Slide 30
15
BILL 168 – AWARENESS TRAINING
QUIZ
Name: ____________________________________________________________
Please print
(Last Name)
(First Name)
Department/Unit: ________________________________________________
Please check ALL the correct answers for each question.
1. Bill 168 outlines amendments to the Occupational Health and Safety Act:
True
False
2. There have not been any changes to Bridgepoint’s policies related to Bill
168:
True
False
3. Which of the following actions have been taken by Bridgepoint as a result of
this new legislation?
Changes to policies
Risk assessments
Awareness Training
None of the above
4. According to Bill 168, the new definition of “Workplace Violence” now
includes both physical violence AND a threat/attempts to exercise physical
violence.
True
False
5. Workplace harassment means engaging in a course of vexatious (i.e.
disturbing or hostile) comments or conduct, against a worker that is known
to be unwelcome.
True
False
6. The term “workplace” only refers to the offices, building and worksites of
Bridgepoint Health.
True
False
7. If there is a risk that is likely to endanger the worker, this worker could
notify their manager, then leave the workplace.
True
False
8. Harassment between two employees that occurs outside the workplace,
which negatively affect their working relationship, is considered workplace
harassment.
True
False
9. If you witness harassment, but are not directly involved in it yourself, you
are not expected to report it.
True
False
10. If an employee has been harassed, he or she has the right to refuse work.
True
False
11. If you have been a victim of violence in the workplace, you are required to:
Report the incident to Security, Human Resources, or your manager
If in immediate danger, initiate a Code White by calling Switchboard
Emergency, extension 5555.
If in immediate danger outside of the Bridgepoint buildings, call 911.
None of the above
12. Corrective action in case of workplace harassment and abuse may include:
Offering a formal apology
Counselling an employee about appropriate behaviour
Suspension or discharge
None of the above
13. If a complaint regarding harassment was made in bad faith:
It will be disregarded with no follow up
Disciplinary action may be taken against the complainant, up to and including
discharge of the complainant.

Mandatory Quizzes - Bridgepoint Health

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