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Thank you for volunteering at Garden House Hospice Care!

Our valued team of volunteers have been involved with the Hospice for more than 30 years and we hope, with future support from people like you, we can be here serving our community for another 30 years. Volunteers are vital to the success of our organisation.

This online training has been produced to help you in your volunteering role. It covers information required to comply with current legislation.

Please take the time to read all of the information and complete the assessment at the end to demonstrate your understanding. We would expect you to be be able to use the learning in your volunteering role. If you need any assistance, please speak to your Manager or contact the Volunteer Engagement Team who will support you through this process confidentially.

You can contact us on 01462 679540 or volunteers@ghhospicecare.org.uk.

Welcome to Volunteer Training!

You will be required to click through and read 11 pages of information related to your role as a volunteer at Garden House Hospice and then submit the form. If you have any questions once you have completed this training, you can always refer to your volunteer handbook or speak to your line manager.

Let's begin by looking at health and safety in the area you will be volunteering:

Health and Safety

The Hospice has a legal obligation to protect staff, volunteers, contractors, and the public from risks to their health and safety. Ensuring health and safety is maintained is also your own responsibility, you must not undertake activities that would put yourself or others at risk.

What is a hazard?

A hazard is something that has the potential to cause harm. Below is a list of some of the hazards you may face in the course of your work and the harm they may cause.

Hazard	Harm
Manual handling hazard	Back or limb injuries
Substance hazard	Skin / eye irritation chemicals used
Display Screen Equipment (DSE) hazard	Upper limb injuries
Slip/trip hazard	Bruising sprains and fractures
Lone working	Aggression, Stress

To reduce health and safety risk we need to identify the hazards we face in the course of our work. This can be done in one of two ways:

1. 1. Reactively – recognising there is a hazard after someone has had an injury or developed ill health.

2. 2. Proactively – recognising risks from inspections and risk assessments before someone has an injury or develops ill health.

Who may be harmed and how?

It is important to think about who the hazards may harm and how. Care must be taken when sorting donated bags as items may be broken that could cause cuts to hands or arms. The type of harm could range from minor cuts to more serious injuries like slips, trips, and falls.

When a hazard has been identified it is important that we assess the level of harm that could occur and the likelihood of it occurring. All risks should be reported to your Manager who will act on your concern.

Ways of reducing risks:

· Can equipment be used to reduce the risk? e.g. use a trolley for moving equipment/stock.

· Is instruction and training needed to reduce the risk? e.g. moving heavy equipment or furniture.

· Can the area be adapted to reduce risks? e.g. moving shelves from over desks to prevent stretching.

· Is maintenance required to reduce risks? e.g. gritting walkways in snow and ice.

Reducing risks from slips, trips, and falls

· Slips, trips, and falls are the biggest cause of serious injuries resulting in broken bones or worse.

· Everyone is at risk.

· Most accidents to staff, volunteers and shoppers are due to slips, trips, and falls.

· Slips, trips, and falls can happen anywhere.

You are unlikely to slip on a clean dry floor. Water, dust etc. can all make a floor more slippery. Possible sources are:

· Spills from containers, bags, tables, food, and drinks etc.

· Leaks from equipment, appliances, pipes, roofs etc.

· Wet mopping of shiny floors.

· Rubbish on floors.

· Fluid from leaking equipment.

· Entrances during bad weather.

Slips also happen when you catch your foot on something you didn’t realise was there, for example:

· Leads and cables across walkways and corridors.

· Broken or uneven flooring or loose carpet.

· Obstacles left in walkways and corridors, e.g. equipment, trolleys, and cleaning equipment.

Wearing covered, well fitted low shoes with good grip will also reduce slips.

Click here to read on:

Slips, Trips and Falls

Good Housekeeping - Keep floors clear and make sure all rubbish is put in the bin. Do not drop packaging materials on the floor, as debris can be hazardous.
Spillage - If you discover a spillage, guard the area warning others of the hazard using safety cones if available. Clean up the spillage or arrange for the spillage to be dealt with.
Obstructions - Keep fire doors, stairs, and gangways clear of any goods, trolleys, or rubbish.
Do not leave trailing cables along floors, these are likely to cause a trip hazard.
Always use the recognised gangways, do not take short cuts.
Beware of temporary obstructions projecting into the gangway.
Staircase – take extra care
Do not be tempted to read documents or use your mobile phone while using the staircase or walking around the building.

Stacking and Storage

Storage: The storage of any materials should be kept to a minimum.
All materials which need to be stored must be stored in an appropriate place i.e. flammable items should be stored away from heat sources.
Regular checks should be made to ensure stocks of unwanted material are removed.
All waste packaging material should be disposed of as soon as the contents are removed.
Do not obstruct gangways, corridors or exits.

Stacking:

Do not stack boxes too high
Fill filing cabinets from the bottom upwards to prevent toppling
Do not store items on top of cabinets above head height
Do not overload storage units. Storage racks should be marked with their safe working load.

Equipment Safety

Working in a shop or at the Distribution Centre?

- Steamers: As a volunteer you will receive adequate training in the shops and this will be recorded. You will notice the ‘Safe use of Steamers’ notice is displayed prominently in a position close to the steaming area.

- Tagging guns: You will be shown how to use this. Please ensure covers are fitted to the needles of guns when not in use and stored safely in a drawer, where people could not be injured accidently.

- Keep a visual check on kick stools and stepladders to ensure they are in good condition and safe. Regularly inspect sack trucks and trolleys for damage.

Working in a practical role e.g. gardener, maintenance, upcycling etc?

- Use personal protective equipment when provided, e.g. gloves, masks, boots, jackets etc.

Inform your Manager about any faulty equipment immediately.

Working at a desk or on a computer?

When working at a computer screen for prolonged periods of one hour or more you should take regular breaks away from the screen. If the workstation / chair is uncomfortable, please inform your Manager.

Display Screen Equipment (DSE) will be carried out with you upon joining. This is a risk assessment which complies with the Health & Safety regulations 2002. You can find further information about DSE at: www.hse.gov.uk.

General Housekeeping

· Stock should be stored safely and not prone to collapse. Staff/volunteers should be advised not to put stock where it could cause obstruction.

· Any defective lighting should be reported to your Manager.

· Ensure that all safety signage is clear and not damaged or obstructed.

· All broken glass or sharp items should be carefully wrapped before disposal.

· If floors are mopped ‘wet floor’ signs must be placed in a clearly visible position.

· General maintenance issues should be reported to your Manager or Head of Trading.

Any incident concerning Health & Safety for staff and volunteers even minor ones, must be reported to a Manager who will record the cause and action to be taken.

Security & Safety

Security

General Security

· All visitors/staff/contractors to the shops or DC should sign in and out.

· All visitors/staff/contractors to the Hospice should sign in and out.

· Report all security related or suspicious incidents immediately to your Manager.

· Wear your volunteer badge at work. If safe to do so, challenge those who are not wearing identification, who do not appear to have any rightful authority to be where they are or who are acting suspiciously.

· Shut/lock windows, doors, cabinets, and cupboards in unoccupied areas. Protect hospice property and assets.

Protecting property

· Protect personal property at all times by locking it away, using lockers where available.

· Put valuable equipment in secure storage areas when not in use.

· Ensure you do not bring valuable personal property to work with you.

Equipment Safety

· Ensure you have received training and that the training has been recorded on the training records, before using any equipment.

· Take extra precaution if using tagging guns and that covers are fitted to the needles of guns when not in use.

· Ensure equipment is stored safely so people could not be injured accidently.

· Visually check any equipment before use.

· Use personal protective equipment when provided, e.g., gloves, masks, boots, jackets

· Inform your Manager about any potentially faulty equipment immediately.

When working at a computer screen (VDU) for prolonged periods of one hour or more, you should take regular breaks away from the screen. If the workstation and/or chair is uncomfortable, please inform your Manager.

General Housekeeping

· Stock should be stored safely and not prone to collapse. Staff/volunteers should be advised not to put stock where it could cause obstruction.

· Any defective lighting should be reported to your Manager.

· Ensure that all safety signage is clear and not damaged or obstructed.

· All broken glass or sharp items should be carefully wrapped before disposal.

· If floors are mopped ‘wet floor’ signs must be placed in a clearly visible position.

· General maintenance issues should be reported to your Manager or Head of Trading.

Any incident concerning Health & Safety for staff and volunteers, even minor ones, must be reported to a Manager who will record the cause and action to be taken.

Fire Safety

Fire Triangle

Fire is a chemical reaction involving burning of a fuel.

Three things must be present at the same time to start a fire:

1. HEAT: sufficient heat energy must be applied to raise the fuel to its ignition temperature.

2. OXYGEN: sufficient oxygen must be present in the atmosphere surrounding the fuel for fire to burn.

3. FUEL: any combustible material – solid, liquid or gas.

How to reduce the risk of fire:

· Keep combustible material away from heat sources.

· Avoid clutter – particularly around walk ways and exit areas.

· Do not overload electrical sockets.

· Keep areas such as store cupboards locked.

· Store combustibles or fuels safely.

· Keep fire doors closed.

Fire doors

All fire doors are designed to give at least thirty minutes’ protection against smoke and flames

Signing in

It is very important that there is a clear record of who is on site in a location in the event of a fire. We ask that all staff, volunteers, visitors, and contractors sign in and out when entering or leaving the building.

Designated fire escape routes

Designated fire escape routes are protected by fire doors. They will have green directional signs above doorways showing the escape route and this will direct people out of the building. It is important that fire exit routes are always kept clear. Items blocking the way could cause someone to trip or block a fire exit door in an emergency.

If you discover a fire:

1. 1. Operate the nearest alarm.

2. 2. Alert others in the area.

3. 3. Where possible close all doors.

4. 4. Do not go back into an area to collect your personal things.

5. 5. Do not use the fire extinguishers unless you have been trained to do so and you are not putting yourself in danger. It is very important that the correct extinguisher is used to tackle a fire so if in doubt do not attempt to put out the fire.

6. 6. You must ensure that you familiarise yourself with the emergency exits and fire instructions at the location where you are volunteering. You will be shown the fire alarm points and fire exits on your first day (a ‘fire walk’) by one of the team.

The building where you volunteer will always have a member of staff on duty who will act as a Fire Marshall to help you evacuate the building safely. They will be responsible for checking the Staff / Volunteer signing In book and you should always follow the instructions of the staff members. Please do not go back into the building until you are told by a member of staff that it is safe to do so.

Equality & Diversity

At Garden House Hospice Care, respect in the workplace is a key policy underpinning the daily operations of the Hospice and Trading Company. All colleagues, customers, job applicants, contractors, suppliers and visitors will be treated fairly and equally; discrimination, victimisation, bullying or harassment due to someone’s difference will not be tolerated. As well as our corporate values, legislation exists to protect the rights of individuals on the grounds of protected characteristics, which are recognised within the Equality Act 2010 as:

· Age

· Disability

· Gender

· Gender reassignment

· Marriage and civil partnership

· Pregnancy and maternity

· Sexual orientation

· Race, including national and ethnic origins, nationality & colour

· Religion and beliefs

A supportive and safe workplace is the most productive environment to work in and one in which staff and volunteers can deliver the best possible care and service to patients and customers. Therefore, it is expected that everyone within the Hospice and Trading Company treat others respectfully and prevent behaviour that may be hurtful to others.

An inclusive workplace means everyone feels valued at work. It lets all employees feel safe to:

· come up with different ideas

· raise issues and suggestions to managers, knowing this is encouraged

· try doing things differently to how they've been done before, with management approval.

A workplace which encourages equality, diversity and inclusivity will;

· attract and keep good staff

· ensure people are happy and motivated to do their job well

· minimise bullying, harassment or discrimination

Equality in the workplace means equal opportunities and fairness for all.

Diversity is the range of people in your workforce. For example, this might mean people with different ages, religions, ethnicities, people with disabilities, and both men and women. It also means valuing those differences.

Learning disability and autism

A learning disability is a lifelong condition; it is not an illness and cannot be cured.

The term learning disability is used in relation to people who have;

- Significantly reduced ability to understand complex information or learn new skills

- A reduced ability to cope independently

- A condition which started before adulthood and has a lasting effect.

What is autism?

Autism is a lifelong condition. Autism means that the way you think about and experience the world is different to most people. This means you can behave differently to most people and have different strengths and difficulties.

For example, some autism characteristics (things you think, feel and do) can make it hard to express yourself in social situations, but you may also be particularly knowledgeable and passionate about topics that interest you.

Every autistic person is different and has different experiences. There are some characteristics that are common in autistic people. The way these characteristics show themselves can change with age and also with the situation you’re in.

For example:

- the way you use language and talk might be different to most people

- you may use facial expressions, tone of voice, and gestures (hand and body movements) differently to most people

- making and maintaining friendships might be difficult for you

- you may be good at seeing patterns or solutions, and be good at seeing solutions to problems that other people might not

- you might have set ways of doing things, and find it difficult to do them differently

- autistic people are often particularly good at understanding and working with structured systems, for example languages, music, and computers

- you may have good attention to detail, and be good at spotting mistakes

- you might be passionately interested in certain things, and as a result learn a large amount about them in a short time – these interests can change throughout your life

- you might avoid or seek out certain sensations, like loud noises or specific textures, more than most people, and experience them more strongly

- there might be some foods you particularly enjoy and eat a lot of, and others that you can’t be around due to their texture or smell

- when working on projects, you might find it difficult to think about the project as a whole – you may do an excellent job on your part of a group project, but struggle to imagine how it fits in with everyone else’s part

- while autistic people can be good at paying attention to detail, you might find it difficult to leave out details that are accurate but not needed when talking to people or working on projects

- autistic people can be incredibly determined and driven, and keep going with tasks or problems when other people may give up

- you might find you’re always determined to make sure things are ‘perfect’, and sometimes forget to eat or sleep if you’re working on something

- it can be difficult for autistic people to work in groups where there isn’t clear communication about what they’re expected to do

Evidence suggests that effective training can bring about changes in the way people work with those with learning disabilities and autism and drastically reduce any inequalities. 

The Oliver McGowan Mandatory Training on Learning Disability and Autism is named after Oliver McGowan, whose death shone a light on the need for those within a health and social care environment, such as us here at the Garden House Hospice, to have sufficient training.  

The Health and Care Act 2022 introduced a requirement that regulated service providers must ensure their staff receive learning on disability and autism training appropriate to their role. 

As a volunteer at the GHHC you may be asked to take the Oliver McGowan online training in line with your role.

Dementia Awareness

Dementia is a condition that affects your mental health but it is not a mental health illness. It is the general term used for loss of memory, communication, problem solving and other thinking abilities that are severe enough to interfere with daily life.

Dementia affects people in different ways, depending on the type of dementia. The impact can be physical, emotional and psychological, and can also profoundly change the practicalities of everyday life.

Doctors typically use the word ‘dementia’ to describe a set of common symptoms that get worse over time, particularly:

Memory problems

increasing forgetfulness
difficulty retaining new information
getting lost in places that used to be familiar
struggling with names
misplacing things frequently

Communication

struggling to find the right words
repeating themselves often
difficulty making and following conversation
difficulty reading and writing
becoming quieter and more withdrawn
loss of interest in socialising
loss of confidence
changes in personality and behaviour
mood swings, anxiety and depression

Cognitive ability

difficulty understanding time and place, e.g. getting up in the middle of the night to go to work, even if they’re retired
difficulty with choosing what to buy and paying when shopping
struggling with decision-making and reasoning
loss of interest in activities they used to enjoy
restlessness, e.g. fidgeting and trying to leave the house

Causes

Alzheimer’s disease accounts for 60-80% of cases. Vascular dementia is the second most common type of dementia. Most changes in the brain that cause dementia are permanent and worsen over time.

Risk factors for dementia

There are many risk factors for dementia. The risk of developing the condition depends on a mixture of these and varies from person to person. Some of these are factors you can’t change, such as age. The older you are, the more likely you are to develop dementia. However, dementia is not a natural part of ageing. But there are lots of factors that can be changed. These are mainly ways of keeping your body and mind healthy.

Keeping your body fit and well especially your heart and blood system, helps to prevent conditions like stroke, heart disease and type 2 diabetes. A person with any of these conditions has a much higher chance of developing dementia.

Support

If you or someone you know has been diagnosed with dementia you are not alone.

If you would like further information or advice you can call the Dementia UK helpline for free on 0800 888 6678. Or visit their website www.dementiauk.org.

You can also contact the Hospice Dementia specialist Admiral Nurse Lucy Cosgrove via the hospice switchboard or come along to the Healthy Memory Cafe every Thursday 10am - 12pm in the Ernest Gardiner Centre.

Safeguarding

You can access the Garden House Hospice Care Safeguarding policies here:

https://www.ghhospicecare.org.uk/our-policies.

Safeguarding Adults means protecting a person’s right to live in safety, free from abuse and neglect.

The Care Act 2014 and supporting statutory guidance describes safeguarding as protecting an adult’s right to live safely, free from abuse and neglect. It is about people and organisations working together to prevent and stop both the risks and experience of abuse or neglect, while at the same time making sure that the adults’ wellbeing is promoted including, where appropriate, having regard to their views, wishes, feelings and beliefs in deciding on any action.

What is an adult safeguarding concern?

A concern may be:

Any worry about an adult who has or appears to have care and support needs, who is subjected to or may be at risk of, abuse or neglect and who may be unable to protect themselves from the abuse or neglect or risk of it.

Safeguarding Children

Safeguarding is a term which is broader than ‘child protection’ and relates to the action taken to promote the welfare of children and protect them from harm. Safeguarding is everyone’s responsibility. Safeguarding is defined as ‘Working together to safeguard children’. Statutory Guidance 2018:

· Protecting children from maltreatment

· Preventing impairment of children’s health and development

· Ensuring that children grow up in circumstances consistent with the provision of safe and effective care.

· Taking action to enable all children to have the best outcomes

Reporting a concern

If you have any concerns regarding a child or adult please contact the relevant people below, even if you want to just want to have an initial discussion.

Report any concerns to your line manager, the Hospice Safeguarding Lead or Safeguarding Champions.

Confidentiality and Data Protection

You can access the Garden House Hospice Care Data Security and protection policy here:

https://www.ghhospicecare.org.uk/our-policies.

During your volunteering, you may encounter and use confidential information. That information might be about people, such as names and addresses or even information about people's circumstances, families, health, and other private matters. It may be about technical, commercial, or financial matters. We must make sure individuals and other organisations can trust us so it’s vital everyone understands what information they can and cannot share.

What we will do to help you:

· Explain to you what information you can and cannot access

· Give guidance on what you can and cannot share.

What you need to do to help us:

· You must not divulge any of our company information or any information we have regarding others to anyone outside of GHHC.

· You must ensure that you lock away any personal data relating to an individual when you leave the office or your workstation.

· If you are accessing information on our databases, you must not use this for any unlawful reason, and you must not copy our information on paper or otherwise.

· If you are photocopying information, please ensure you take it all with you and do not leave items on the copier or in the photocopier room.

· You must not send personal data by email (unless from a secure, authorised account) or copy personal data to any type of removable media, for example, disk or USB stick.

We comply with the General Data Protection Regulations 2018 which explains our rules and guidelines relating to working with personal information and helps staff ensure that they do not breach the strict rules in this area. This equally applies to our volunteers and it is important that you keep our information safe.

If you have any concerns relating to data protection, please ask your Manager or Volunteer Engagement Team for guidance.

Click here to continue

Cybersecurity

If you are working on a computer in your volunteering role then you will want to ensure you can work securely. Here are some key points to read and note;

Use strong passwords

Criminals will try the most common passwords (e.g. password1) or use publicly available information to try and access your accounts. If successful, they can use this same password to access your other accounts. Create a strong and memorable password for important accounts, such as by combining three random words. Avoid using predictable passwords, such as dates, family and pet names.

Use a separate password for your work account

If an online account gets compromised, you don’t want the criminal to also know your work password. If you write your passwords down, store them securely away from your device. Never reveal your password to anyone. Use 2 step verification (2SV) for important websites like email. 2SV provides a way of 'double checking’ that you really are the person you are claiming to be when you're using online services

Defend against phishing attacks

Anybody might click on a phishing email at some point. If you do, tell someone immediately to reduce the potential harm caused. Phishing emails appear genuine but are actually fake. They might try and trick you into revealing sensitive information or contain links to a scam website or an infected attachment.

Don't ignore software updates. They contain patches that keep your device secure. Your organisation may manage updates, but if you’re prompted to install any, make sure you do.

Always lock your device when you're not using it. Use a PIN, password, or fingerprint/face id. This will make it harder for a criminal to access a device if it is left unlocked, lost or stolen.

Avoid downloading fake apps. Only use official app stores (like Google Play or the Apple App Store), which provide protection from viruses. Don't download apps from unknown vendors and sources.

If in doubt, call it out!

Manual Handling

Manual handling risks are recognised as being a major cause of injury to employees in all types of work environments. Legislation is in place that aims to reduce the risk of injury from manual handling activities.

What is Manual Handling? Lifting Pulling Carrying Pushing Lowering

Causes of handling injuries:
Poor handling techniques -Includes adopting poor postures e.g. stooping, twisting, bending, and stretching.

1. Overloading -This could include moving loads that are too heavy. If you are also overweight this will overload your spine.

2. Cumulative - This is damage occurring over a period of time, often years. This ‘wear and tear’ could be due to overloading, poor handling techniques etc.

3. Static loading - This includes where a posture is held for periods of time e.g. leaning forward or to the side. The individual may only be supporting a light load or the weight of their own body, but injuries can still occur.

Assessing the risk

Where hazardous manual handling cannot be avoided the risk must be assessed. An ergonomic risk assessment considers:

· Task – type of handling being undertaken, posture, frequency, recovery time.

· Individual – factors affecting the handler’s capability e.g. training, footwear, health.

· Load – size, shape, weight of the object being handled.

· Environment – space available, flooring, obstacles, temperature, stairs, or slopes.

Principles of safer handling

When undertaking any handling activity (lifting, lowering, carrying, pushing, and pulling) the principles of safer handling should be used even with light loads.

Good Techniques for Lifting

Plan the manual handling activity

· Where is the load going to? – Consider distance, route, obstructions etc.

· Can you use the equipment? -Consider is it available, suitable, well maintained etc.

· Do not lift more than can be easily managed according to your capability.

· Do you need help?

· If unsure seek help or advice.

Good Lifting Technique

Keep the load close

· Where possible loads should be held close to the body between hip and shoulder height.

· The heaviest side of the load should be towards the body.

· Avoid handling loads at arm’s length as much as possible.

· Store loads on shelves between hip and shoulder height for easy access.

Adopt a stable position

· Back in a natural upright position.

· Place feet apart with one leg slightly forward.

· If the load is to be moved from the floor the forward foot should be placed alongside the load.

· Wear clothing that allows movement and footwear that is stable.

Secure hold

· If possible, hug the load into the body, this may be better than tightly gripping with only your hands.

· Start in a good posture, back in a natural upright position.

· Slight bending of the back, hips and knees is preferable to stooping or squatting at the start of a lift.

· Do not flex the back further whilst lifting.

Avoid twisting

· Twisting or leaning should be avoided particularly if the back is bent.

· Do not twist whilst lifting, use feet to turn.

· Shoulders should be level and face in the same direction as hips.

Keep the head up when handling

· When the load is securely gripped look forward not at the load.

· Move smoothly, jerking or snatching the load can increase the risk of injury or loss of control of the load.

Put down then adjust

· When lowering the load, it should be put down then slid into the desired position.

· Avoid lifting the load to the back of surfaces/shelving or over obstacles.

· Avoid changing grip during the move, put it down to re-adjust.

Reducing risks from substances hazardous to health

During your work you may be exposed to a variety of substances hazardous to health i.e. chemicals.

All chemicals that are used on the premises have been assessed for their impact on health. There may be some products such as cleaning agents that can result in skin irritation. If these are used in your area there will be a file detailing the product, the harm it can cause and its safe use.

Lone Working

What is a Lone Worker?

Lone working is any situation or location in which someone works without a colleague nearby or is out of sight or earshot of another colleague. Even staff who work in a building with others may be considered a lone worker.

This includes:

· People working alone in premises e.g. in shops or the Distribution Centre (DC)

· People working outside normal hours.

· Drivers.

Employer responsibilities

· Produce a policy and procedure.

· Assess risks relating to lone working with staff and volunteers involved in lone working activities.

· Provide training – this is done by this mandatory workbook.

· Provide access to first aid equipment.

· Provide suitable equipment.

· Check MOT, licence, insurance of those who use their car for business purposes.

· Share information with other departments or organisations whose employees/volunteers may also face the same lone working risks.

· Have appropriate methods for lone workers making contact for advice, support, or assistance.

· Have a defined schedule of expected contact from lone workers to raise the alarm if contact is not made.

· Managers should have up to date information on lone workers including name, address, next of kin and vehicle registration available at all times.

· Managers should request lone worker’s itinerary, detailing when they are lone working, where they are going and whom they are seeing.

· Ensure workload is manageable particularly ensuring time allocated for travel is realistic.

· Ensure regular opportunities for sharing information, seeking advice and support from the line manager and colleagues are provided to lone workers.

Lone worker responsibilities

· All those who carry out lone working must make themselves familiar with the Lone Working Policy and operating procedures.

· Highlight any other training required to reduce risks relating to lone working with their manager.

· Participate in conducting risk assessment and the formulation of risk reduction plans regarding the lone working activities that they carry out.

· Work in accordance with risk reduction plans put in place to reduce lone working risks.

· Ensure regular contact is made with the designated responsible person as agreed with the line manager as detailed in the risk reduction plans for lone working in their department.

· If you are experiencing any difficulties executing the role or you require support and advice, contact your Manager.

· Report all incidents and near misses encountered in the course of your duties.

· Request support from the Manager at the earliest opportunity if you believe that lone working is having a detrimental impact on your health and wellbeing.

Reducing the risks of lone working

Manual handling

Manual handling activities are inherently riskier for one person. The lack of suitable equipment to carry out safe manual handling may also be a potential hazard for lone workers. Staff should highlight any concerns regarding the availability of manual handling equipment with their Manager.

Environmental

· Ensure you know your exit routes from the building and that these are easily accessible, and you can open them (keys should not be left in the door lock).

· Ask for pets to be enclosed in a separate area.

· Take any personal protective equipment such as gloves, that you may need.

· Ensure you can summon help quickly if required via land line, panic alarm or mobile phone.

Personal security

Although uncommon, there is a potential that lone workers will be exposed to unpredictable behaviour from others including aggression and violence. This may be from members of the public. Some situations are more hazardous than others.

In some circumstances peoples’ behaviour is more unpredictable and therefore potentially causes a greater hazard.

· Have access to a fully charged mobile phone with credit if possible.

· Pre plan visits whenever possible.

· Access as much information about the person and premises before visiting.

· Do not allow doors to be locked behind you.

· Keep yourself between the person and exit route.

· Be aware of signs of conflict escalation and vacate the premises at the first sign of this.

· Do not enter premises if you feel at risk for whatever reason.

· Ensure you have a responsible adult to track your whereabouts.

· Provide details of your expected itinerary to the responsible adult.

· Agree frequency and times for contacting the responsible adult.

· Ensure your mobile phone has a speed dial facility to the emergency services.

· Use a code word agreed in your area if you feel at risk.

· Phone in to a nominated person when finishing your shift.

If you have any concerns about any aspect of health and safety in your areas of work, you can speak with your Manager or a member of Voluntary Services.

Infection Control

hand washing

Infection prevention and control is the use of safe practices and ways of working that help to prevent or reduce the transmission of infection in health and care settings.

It is important that people do not attend work or volunteer if they are unwell or unfit for work and doing so would affect either their health and/or the health of others.

Hand hygiene is one of the most important ways to reduce the spread of infectious microbes which cause healthcare associated infections. It should be practiced before and after patient contact, and after touching a patients’ surroundings. Hand washing should take between 40-60 seconds and must follow the World Health Organisation procedure:

Wet hands with water

Apply enough soap to cover the hands

Rub hands palm to palm

Rub right palm over left back of hand with interlaced fingers and vice versa

Rub hands palm to palm with fingers interlaced

Rub back of fingers to opposing palms

Rotationally rub left thumb in right palm and vice versa

Rotate right finger tips into left palm and vice versa

Rotate hands around alternate wrists

Rinse hands in water

Dry hands thoroughly with a single use towel

Use towel to turn of tap

Alcohol hand rub can be used as an alternate to hand washing if the hands are not visibly soiled, or the patient is not suffering with diarrhoea and vomiting.

To find out further information about infection control, you can visit the NHS website:

https://www.england.nhs.uk/national-infection-prevention-and-control-manual-nipcm-for-england/chapter-1-standard-infection-control-precautions-sicps/

Communication

At GHHC Hospice and Trading company we support the scheme ‘Hello my name is…’.

The ‘Hello my name is’..... campaign is focused on reminding colleagues to introduce themselves and their role to colleagues, customers, patients and donors. It advocates that a confident introduction is the first step to providing a first-class service and is often all it takes to put people at ease whilst using our services.

Good communication is essential to every role. It enables the accurate transference of information, generates mutual understanding, encourages reflection and questioning and strengthens relationships.

We communicate in a variety of ways such as letters, emails, conversations, meetings, and via the telephone to a variety of individuals including colleagues, volunteers, and the general public about a variety of topics.

How we communicate:

Verbal Non-Verbal

Words used Facial expression

Volume Gestures

Tone of voice Posture

Intonation Positioning

7% of communication is from the words we say

38% of communication is from the tone of voice we use

55% of communication is from the body language we use

What does good communication involve?

AVAILABILITY – both parties must want to communicate, if one party is distracted or unwilling to discuss the issue communication is harder.

ACTIVE LISTENING – active listening is not simply hearing what someone has said but is understanding the meaning, picking up on feelings and reflecting these back for clarification that you have fully comprehended.

ACCEPTANCE – accepting what someone is communicating to you even if this is not what you want to hear or if it conflicts with your own views is essential to good communication.

Top tips for good communication

Be polite and courteous always
Call people by their preferred title
Be positive in your approach – how can you help them; how can you resolve the problem?
Set realistic expectations
Keep people informed
Avoid jargon
Observe how people react to your communication and respond appropriately
Actively listen
Acknowledge what is important to them and you
Discuss a mutually acceptable way forward
Summarise what has been agreed

Active listening

Try making a conscious effort to hear not only the words that another person is saying but, more importantly, the complete message being communicated.

This could be as simple as a nod of the head, a ‘uh huh’, asking questions back or comment on a recap. Using body language and other signs to acknowledge you are listening can also help you to pay attention.

If you find it difficult to concentrate on what someone is saying, try repeating their words mentally as they say them. This might help you to stay focused.

Resolving Conflict

Despite our best efforts to communicate effectively conflict can occur. Conflict occurs when two individuals disagree. It can manifest itself as a heated discussion, an argument, verbal aggression and physical assault. Conflict can occur between colleagues or from service users. It is important that we learn how to deal with conflict in a positive way.

Causes of conflict

· Cultural differences.

· Alcohol/drugs.

· Stress.

· Confusion.

· Fear.

· Anxiety.

· Emotional distress.

· Poor communication.

· Frustration.

· Lack of trust.

These can come out due to unclear responsibilities at work, different interests, or resources such as time, money, equipment etc.

Tips for handling conflict:

· Raise the issue early

· Keep calm and aim to manage your emotions

· Ask the other person to explain how they are feeling too. Can you put yourself in their shoes? Actively listen?

· Don't make it personal and be objective

Customer care

5 stars

There is an endless list of people who use the services provided by Garden House Hospice Care and the Trading Company. We would consider them all to be our customers:

· Patients & future patients.

· Families and friends.

· Colleagues & Volunteers.

· The public who donate to or support GHHC

· Potential volunteers and colleagues.

· Outside services such as delivery and maintenance.

As a member of the Hospice Team you are responsible for ensuring all our customers have the best experience possible. Using your skills and experience, you are best placed to identify the right customer care needs in any given situation. Remember to treat every person as an individual, no two situations will be the same.

From answering the telephone and greeting people in the shops, it is important that a positive impression is portrayed. Be sensitive, courteous, and discreet always, remembering how important it is to make eye contact with everyone you see or talk to.

It is the responsibility of all Hospice team members to ensure the telephone is answered promptly.

External calls should be answered with the area or shop name; and how may I help you?"

You might have to contend with several types of unhappy customer:

· Someone complaining about the way you have assisted them

· Someone who is unhappy with another member of the team

· Someone complaining on behalf of another person

In the first instance, we would want to try and deal with complaints in an informal way by encouraging all team members to deal with matters immediately.

Complaints

Effective handling of complaints

Although we make every effort to ensure customers receive an excellent service that meets their needs there may be occasions when individuals are unhappy with the service they receive.

Effective management of complaints gives the Hospice an opportunity to resolve the concerns of our service users and learn from them to improve quality.

Supporting people to make complaints

It is important that people using our services are aware of how to make a complaint and that they are assured that it will be addressed promptly, effectively and without prejudice.

All staff and volunteers must provide appropriate advice and information to any individual expressing a desire to make a complaint about the Hospice or services.

Responding to verbal complaints

If you receive a verbal complaint it is important that you follow the steps below:

Share the complaint with your Line Manager.

The Manager will:

· Acknowledge receipt of the complaint.

· Listen to the person and clarify that you understand the nature of their concern.

· Apologise to the person for any distress caused.

· Establish how they want the complaint resolved.

· Complete an incident form if appropriate.

If the complaint cannot be resolved, it will be referred to the relevant Manager or the CEO.

The complaint will be acknowledged, the complaint investigated, and a response provided.

Responding to written complaints

If you receive a written complaint refer it to the relevant line manager or CEO.

The complaint will be acknowledged, investigated and a response provided.

Learning from complaints

It is important that individuals, departments, services, and the organisation learn from complaints to improve quality.

All complaints should be recorded on an incident form. Details of all contact, investigations and action should be documented.

Complaints are monitored and a report is taken to the Board of Trustees on action taken in response to complaints.