Customer Service
What are the 4 Facets of Customer Service?
Fast
Friendly
Focused
Flexible
List all Morgues
2 Gray
Infant cooler
4 Gray
5 Gray
List 4 known examples of controlled substances
heroin, cocaine, meth, marijuana, ecstasy, LSD
List 3 BH unit areas
9 North
Safety Pod
1SA
2SA
What year was the declaration of independence signed
1776
If a request is made and it's outside of Security's scope what can we do?
We can help contact/obtain appropriate resources for the request.
WHO do we call to confirm a morgue RELEASE?
Nursing Supervisor
How should we dispose of non prescribed drugs?
Drugs may be disposed via the septic system by flushing.
What is the min. amount of officer that should show up at a Combative Patient call?
2
How many original colonies were there
13
True or False?
Anonymous complaints ARE investigated?
TRUE
Anonymous complaints are investigated, but have limitations caused by the inability to ask questions of the complainant and the inherent problems of credibility
True or False?
Security must sign and date Death Certificates.
FALSE
Security personnel does not have any Death Certificate forms, all forms are sent online by the Morgue Department.
What should you do before disposing?
Gather 2 witnesses
Take a picture
Turn bodycam on.
If an officer doesn't have great rapport with a Agressive or BU patient, what can be done to minimize issue.
Switch out with a different officer.
Who is credited with sewing the first American flag
Betsy Ross
Complaints alleging abuse will be directed to who, if it involves Security or any employee.
Directed to Risk Management with notification to the Security Services Director
When the deceased has belongings, what steps must Security take?
a. Review listed belongings with Transporter
b. Transporter signs the form.
c. White Copy to Pathology. Yellow copy to Transporter
When will law enforcement be contacted, in reference to the amount of a substance?
When an ounce or more is found.
When visitation is approved during visitation hours, what 2 kind of screenings are possible?
Hand held wand
Metal detector
what year did gender asigned at birth women get the right to vote.
1920
Give 6 of the 9 types of Complaints
1. Improper Action - Complainant states that the action(s) taken by the personnel (Security Officer or Dispatcher) did not resolve the concern or address the problem.
2. No Action - Complainant sees no visible resolution to a concern or problem. Personnel have not taken appropriate action or explained his/her actions/inaction to the complainant.
3. Unprofessional Action – The complainant believes actions/inaction, comments or gestures of personnel bring discredit upon the hospital through a lack of professional conduct. 06-22 1.03 Page 4 of 7
4. Rudeness - Complainant indicates that personnel were rude, inappropriately stern, loud, vulgar, or insensitive based on the circumstances.
5. Poor Communication - Complainant indicates that personnel did not clearly deliver information/directions or did not allow the opportunity for those involved to explain their action(s).
6. Improper Use of Force - Complainant indicates that the officer utilized excessive or unreasonable physical force to perform the duties of detaining, or maintaining control of persons.
7. Driving - Complainant indicates that the manner in which personnel operated a Security vehicle was careless, reckless, unlawful, or otherwise unsafe.
8. Damage or Loss of Property - Complainant indicates that through action, inaction or negligence of personnel, property is damaged or lost.
9. Rule Violation – Identifies action(s) which constitute a violation of hospital policies/protocols and procedures.
IF the body isn't in a body bag when arriving to the morgue WHO must Security contact?
BONUS +500 pts
Aymes Davis by email with the name of the funeral/transport service for follow-up.
how many pills should be flushed at a time?
15 pills at a time.
When law enforcement arrives to deliver paperwork, what must they do? If they refuse what must nursing staff attempt to do?
Secure their weapon in a Gun Locker/Box.
Nursing should when staffing allows come outside of the unit to speak/collect paperwork.
When you stand at the 4 corners monument which four states can you be in at the same time.
Arizona, Utah, Colorado, New Mexico