Patient Support Centre User Guide

Guidelines, policies, and tips for working in the Patient Support Centre.
Over time, these guidelines may evolve. Please check this document and the Project Horizon
SharePoint site for the latest information.
Last updated: April 10, 2024

Need more information? See the resources below to learn more about the PSC and how to work in it.
• PSC Building Guide (building and operational details)
• PSC Spaces Summary and booking guide (a deep dive into the types of spaces available in the PSC)
• PSC training and orientation resources
• PSC general webpage

Working in the PSC: An introduction

The PSC presents a new opportunity at SickKids to work in a different way – in the newest building
on our campus. There are many types of spaces that have been designed to meet staff needs. In
this guide, you’ll find some basic information to kickstart your journey working at the PSC.
See the full map of the building, and which teams are located on each floor.

Table of Contents
Working in the PSC: An introduction ...................................................................................................... 1
Table of Contents ................................................................................................................................... 1
Staff move-ins (October 2023 to June 2024) .......................................................................................... 3
Floor completion, move-ins, and operationalization ............................................................................ 3
Where to go for help .............................................................................................................................. 3
On your team ..................................................................................................................................... 3
Other inquiries .................................................................................................................................... 3
Where should I work? ............................................................................................................................ 4
What is a neighbourhood?.................................................................................................................. 4
I am working on my own – where can I work? .................................................................................... 4
I need to collaborate with colleagues (booked meeting) – where can we work? ................................. 5
I need to collaborate with colleagues (impromptu meeting) ................................................................ 5
I need to plan a large team or cross-functional team meeting............................................................. 5
Booking spaces ..................................................................................................................................... 6

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 Meeting spaces .................................................................................................................................. 6
Three ways to book meeting spaces ............................................................................................... 6
Desk booking ..................................................................................................................................... 6
How to book a desk ........................................................................................................................ 6
Washrooms............................................................................................................................................ 7
Storage .................................................................................................................................................. 7
Etiquette: Best practices for working in a shared space ......................................................................... 8
General guidelines ............................................................................................................................. 8
Keeping spaces tidy and ready for the next person ............................................................................ 8
Practice being Paper-Lite: .................................................................................................................. 8
Sharing spaces .................................................................................................................................. 8
Open Desk and Alternate Posture Workspaces (unassigned, bookable and non-bookable) ........... 8
General guidelines on using bookable spaces ................................................................................ 9
Support Spaces (Neighbourhood Café, Huddle Room, Me Time room, Phone Room) .................... 9
Noise etiquette ................................................................................................................................... 9
Interruptions.................................................................................................................................. 10
Kitchen and food etiquette ................................................................................................................ 10
Plants and décor etiquette ................................................................................................................ 10
Privacy ..................................................................................................................................................11
Privacy principles and guidelines.......................................................................................................11
Specific scenarios ............................................................................................................................ 12
Transporting information ............................................................................................................... 12
Confidential conversations ............................................................................................................... 12
Confidential documents .................................................................................................................... 13
Confidential virtual visits ................................................................................................................... 13
Health Records pick up and scanning .............................................................................................. 14
Option 1. Upload to Epic from Multi-Function Printer (MFP) in Printer Supply room ...................... 14
Option 2. If not possible, drop off papers at HIM (follow PHI policy about transporting paper)....... 14

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Staff move-ins (October 2023 to June 2024)
For eight months, staff will be moving into the PSC, floor by floor (non-sequentially).

Floor completion, move-ins, and operationalization

The building will be fully finalized, open, and ready for use in June 2024. See the outline of the
process below:
1. Space is completed (construction, IMT, furniture and more)
2. Staff move in and get priority use of their floor spaces.
3. General/common spaces open floor-by-floor (depending what floor they are on, and when that is
complete and operational). Staff across SickKids can use these spaces once operational.

There are multiple spaces within the building that will eventually be accessible to all staff. These spaces
will be moved in according to the overall PSC move schedule, but they will not necessarily be
operational as soon as they are moved in. Usage guidelines, including when they open are being led by
the departments who “own” these areas.
We’ll announce when these spaces are open and ready for use by all staff. Until then, refer to the
Journey to the PSC page for the latest list of areas that are being fit out/moved in but are not yet
operational.

Where to go for help

On your team
• Program Champion/Move Champion: These are your go-to team members for all planning
and move-related activities.
• Super User: Reach out to your team’s Super User for how-to’s on technology, including how to
dock your laptop, and how to use AV tools in meeting spaces.

Other inquiries
Here’s a summary of where to go for help, depending on the issue.

• Is there an adult medical emergency in the PSC?

o Step 1: Call x5555 from Teams Voice, a landline in PSC, or use your cell phone to call
416-813-5555.
o Step 2: Call 911.

• Do you have a security concern in the PSC?

o Call x5555 from Teams Voice, a landline in PSC, or use your cell phone to call 416-813-
5555

• Do you need badge access to the Patient Support Centre?

o Email [email protected] or visit the PSC Security Desk in the lobby

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 • Have a concern about a building system, like heating, lighting etc.? Need support from
Housekeeping?
o Email [email protected] or submit a ticket via Archibus

• Having trouble with your laptop, monitor or other technology?

o Submit a ticket via ServiceNow

• Having trouble with a Microsoft Teams room, or A/V equipment?

o Email [email protected]

• Need help with Virtual Care at the PSC?

o Urgent technical support: Service Desk ext. 206722
o Non-urgent: Email [email protected]

• Need help with Appspace, the room and desk booking app?
o Email [email protected]

• Have a request/inquiry about furniture?

o Furniture in the PSC: Complete the PSC Furniture Intake Form
o Lockers in the PSC: Email [email protected]
o Furniture in the main hospital campus or leased spaces: Email
[email protected]
o Furniture in the PGCRL: Refer to PGCRL furniture adjustments (old intranet, VPN
required)
o Space requests: Refer to Facilities Planning and Development Space Request process
(old intranet, VPN required)

Where should I work?

The layout and spaces available on Medical Administration floors vs. Corporate Administration floors
differ slightly, based on the needs identified by floor occupants during planning. If you want more details
on what these spaces look like, visit the Spaces Summary document (PDF) which lists the furniture,
technology, capacity and booking guidelines for PSC spaces.

What is a neighbourhood?
• A neighbourhood is an area within a PSC work floor that is dedicated to a specific department.
You will come to know where your neighbourhood is – it may take some time to get used to this
new way of working!
• It’s best to find individual and collaborative workspaces in your neighbourhood first, and then
expand to your floor (and other PSC floors) as needed.

I am working on my own – where can I work?

There are four options:
1. Open workspace (some are bookable, some are already assigned) – Find open workspace
in your neighbourhood or on your floor in the PSC by checking Appspace. If no spaces are
available, see where you can find an open workspace elsewhere in the PSC.

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 2. Bookable space – Spaces where you can book time to do independent work as needed. Use
the space that’s appropriate for you (i.e., refrain from booking a 20-person meeting room if not
needed). Use Microsoft Outlook or Appspace to book, or pop by a space that has a room panel
and book in the moment.

3. Non-bookable spaces – Spaces where you can drop in and use in an impromptu fashion for a
limited period of time.

4. Other, non-traditional spaces – Like Neighbourhood Cafés (kitchenettes) etc. Use these
spaces if you prefer to have a more communal environment while you work.

A note on assigned space in the PSC

You will know if you have assigned space (for example, an office space or desk space). You can
use this as your primary solo work location and use other types of spaces as you need them.

I need to collaborate with colleagues (booked meeting) – where can we work?

1. Bookable meeting rooms/spaces – Spaces where you can book time to do independent work
as needed. Use the space that’s appropriate for you (i.e. – refrain from booking a 20-person
meeting room if not needed). Use Microsoft Outlook or Appspace to book, or pop by a space
that has a room panel and book in the moment.

2. Non-bookable meeting rooms/spaces – Spaces where you can drop in and use in an
impromptu fashion for a limited period.

3. Other, non-traditional spaces – Like Neighbourhood Cafés (kitchenettes) etc. – You can use
these spaces if you prefer to have a more communal environment while you work.

I need to collaborate with colleagues (impromptu meeting)

1. Bookable meeting rooms/spaces – Use the space that’s appropriate for your group. Use
Microsoft Outlook or Appspace to book, or pop by a space that has a room panel and book in
the moment.

2. Non-bookable meeting rooms/spaces – These are spaces that cannot be booked. You may
drop into these spaces. Ensure you are using them for a limited time (2 hours or less) to allow
others to use them as well.

3. Other, non-traditional spaces – Like Neighbourhood cafés (kitchenettes) etc. – You can use
these spaces if you prefer to have a more communal environment while you work.

I need to plan a large team or cross-functional team meeting

• Use a bookable meeting room – Use Microsoft Outlook or Appspace to book larger spaces on
your floor. If unavailable, feel free to look at other floors in the PSC.

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Booking spaces
See the PSC Spaces Summary document (PDF) for more detailed information on what these spaces
look like, and what capabilities they have.

Meeting spaces
If you work in the PSC, there are three options for booking meeting spaces:
1. PSC, your floor: You will be able to book any bookable meeting room or space on your floor.

2. PSC, floors other than your own: As other floors move in/go live, the meeting spaces on those
floors will be available to occupants on that floor, and other staff in the PSC.

It is recommended that occupants of each floor only book rooms on their floor, if possible. This allows
staff on each floor some time to develop their booking practices and adjust. If no rooms are available on
your floor, feel free to book on another floor in the PSC, when available.
3. Other locations across SickKids: You will still be able to book spaces across the SickKids
campus as you did previously.

Three ways to book meeting spaces

1) Virtually: Use Microsoft Outlook
 Select "New Meeting".
 To the right of the Location field, select "Room Finder".
 In the drop-down field for "Building", select the Patient Support Centre.
 Filter for "conference spaces" (meeting rooms/collaboration spaces can be found under conference spaces.
 Select your desired space.
 Fill out all other details in your meeting invite and send.
 You will receive an automated email to confirm your room booking.

2) Virtually: Use Appspace (available when you move in)

 Open Appspace, the space booking application for the PSC (note: this app is only for booking space in the PSC).
 Select "Reservations" from the top menu.
 Explore available spaces (including features and set up) and book the spaces you want.
 For more information, review the Appspace Quick Start Guide.

3) In-person, on-the-fly
 Use the panel outside of the space you want to book, where applicable.

Desk booking
Use Appspace on your phone or computer to book an individual desk at the PSC.

How to book a desk

1. Sign in: Go to Appspace and enter your SickKids email address to sign in.
2. Pick the building: Select Places at the top of the screen. Under Building select the Patient
Support Centre.
3. Set your parameters and find a space in the PSC: Adjust the Date, Time, and Duration fields
for your booking. Look for spaces in your neighbourhood on your floor – you can do this easily
by selecting View Map, or you can scroll the list or spaces that appears based on your criteria.

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 4. Reserve and finalize: Select the space you want and click Reserve. Ensure you add a name
and attendees for your reservation. If you want it to be a Teams meeting, select Microsoft
Teams from the Conferencing drop down. Click Confirm to finalize.

Washrooms
At the PSC, you will see a new type of washroom (and signage) that focuses on the features of the
washrooms, and not the gender of the person who uses them. Additionally, there are new more
purpose-built single-toilet washrooms that will better meet accessibility and privacy needs. This is part
of a broader SickKids values-led initiative to ensure we have an inclusive and safe campus for
everyone.

Storage
• Departmental and paper storage – The PSC is a paper-lite building, meaning minimal paper
storage should be onsite. Dedicated storage for each department will be allocated during the
inventory assessment each team does pre-move in.

• Closets are available on the North side of each floor, near the elevators. Staff can store coats,
boots, etc. in these closets.

• Personal items – (Headphones, laptop, mouse, smaller personal effects) can be stored in
assigned lockers. Designated staff members on each team moving in will be guiding the
assignment process – please talk to your Program Champion for more information on locker
assignments in your area.

• Larger day-use lockers are available on the North side of the floor (near the Elevators). The
locking software for lockers will only allow you to lock one locker at a time. If you need to store
larger items, use the North side lockers - these are available to and shared by the entire floor,
so use these judiciously.

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 There have been instances where a staff member accidentally locked a locker that is not assigned
to them. This typically happens on unlocked lockers that are at waist height. Badges cannot be
used to lock/unlock more than one locker at once. This is something our team is investigating, but in
the meantime, if you have an assigned locker, we recommend always keeping it locked by your
badge. This way, if you accidentally tap another locker with your badge it won’t lock, and someone
else cannot accidentally lock yours.

Etiquette: Best practices for working in a shared space

General guidelines
• Respect SickKids existing Occupational Health policies (for example, maintain a scent-free
environment as per SickKids Use of Fragrance policy)
• Stow your personal items in lockers and closets
• Return spaces to how you found them

Keeping spaces tidy and ready for the next person

• Do not leave your coffee cups and garbage in open desks or enclosed spaces. Garbage and
recycling bins are in the Neighbourhood Café (aka Kitchenette) and the Printer Supply room.
• Wipe off whiteboards.
• Clear tables and wipe down surfaces.
• Return furniture to its original layout and push chairs back into place.
• Return any borrowed equipment or supplies sourced elsewhere.
• Please do not swap out or re-locate chairs, non-mobile technology, artwork or plants.
• Do not hang/mount anything on walls. Log a ticket with @YourService. They will determine
if/how things can be hung.
• Do not use push pins on fabric wall surfaces. These surfaces are meant for sound absorption.
Perforating these materials may impact their efficacy.
• Utilize the storage provided: coats can be hung in the wardrobes or shared coat closets;
personal items should be stored in offices or lockers
• refrain from stacking items in common walkways, walls or windows and use the filing cabinets,
lockers and/or high-density storage allocated.

Practice being Paper-Lite:

• Minimize paper files and piles by limiting copying and printing in favour of digital storage where
possible.

Sharing spaces
The PSC offers a variety of open, enclosed and collaborative spaces for all to use. Review the PSC
Space Summary document to become more familiar with the spaces that are available for staff to use.
These spaces have been designed for staff to use and enjoy – please consider the next occupant(s) as
you are wrapping up your usage of a space.

Open Desk and Alternate Posture Workspaces (unassigned, bookable and non-bookable)
• Clear all items if you’re not actively using the space for more than 2 hours and always at the end
of the day.

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 • If you prefer to use the same space, make it available to others sometimes and ensure
everyone feels welcome to use it when you’re not using it.

General guidelines on using bookable spaces

Honour your reservation time for room bookings:
• Make reservations for spaces that require it, whether in advance via Outlook or Appspace or on
the fly using the room booking panels.
• Update or cancel the booking if the meeting shifts or ends earlier than expected.
• Allow sufficient time to tidy and vacate the room so the next reservation can start on time
• Consider scheduling a shorter meeting for 25 minutes instead of 30 minutes or 50 minutes
instead of 1 hour to allow for tidying, vacating and transit time to your next destination.

Other considerations:
• Use the minimum space you need, if you don’t need a ton of room, leave that space for bigger
groups
• Before using a workroom, vacate any other desk/space you have been using (remove your
technology or personal items) so that others may use that space
• Do not book a meeting room for individual work that can be done at a desk

Support Spaces (Neighbourhood Café, Huddle Room, Me Time room, Phone Room)
• The Neighbourhood Café and huddle room are not enclosed spaces, please be mindful of the
noise levels.
• The Me Time room is not intended for working, but as a space to recharge and regenerate.
Access and use of this space is encouraged. Please be mindful that others may want to access
this space and try not to use this space for more than 60 minutes.

Noise etiquette
Successfully transitioning into working in a new environment and shared space necessitates
consideration and cooperation relative to noise that distracts. While the PSC has many features to
reduce sound transfer across a shared space, here are some guidelines that individuals can follow to
maintain concentration in a shared, collaborative space:

• You can chat openly in the office, while being respectful of others who may be working and/or
on a call. Please use your judgement.
• Be mindful of volume when taking calls/meetings at open workstations.
• Keep conversations and ringtones at a low volume.
• Take advantage of the various spaces on your floor:
o use collaboration spaces & rooms, huddle room, or the neighbourhood café for
longer/larger conversations.
o for conversations that require some privacy or involve PHI, consider moving to an
enclosed room (e.g., phone room, small workroom or collaboration room)
• Refrain from making phone calls on speakerphone in open areas or play music without
headphones.
• Be respectful yet direct (communicate with one another if the volume is too high)
• Cellphones turn off your ringer or audible notifications – turn to vibrate or silence.
• When taking a Teams or Teams voice call or on a virtual meeting in an open space:

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 o Use your SickKids issued headset as much as possible for the most optimal experience
(The headsets have been tested by IMT and provide minimal ambient noise transfer on
the call).
o Consider muting yourself when you’re not actively speaking to minimize ambient noise
transfer and improve the quality of the call.
o Consider moving to the phone room or another enclosed space

Interruptions
• When appropriate, use headphones/headset or other methods to manage distractions and to
indicate that you are engaged in focus work.
• Read and respect privacy cues and personal boundaries: if your neighbour is wearing
headphones or otherwise signaling, they are doing focused work, consider sending them a
message instead of going to chat.
• To minimize distractions:
o Set your status on Teams to “Do Not Disturb” to minimize digital distractions in the form
of notifications and calls.
o Consider moving to an enclosed bookable or non-bookable space on your floor (e.g.
Casual workroom)
• Casual workrooms and Me Time rooms have a visual indicator, which is illuminated in RED
when its occupied. Please refrain from accessing these rooms when the light indicates that the
room is occupied.

Kitchen and food etiquette

• Keep our kitchen tidy:
o Store food in sealed containers in the neighbourhood café area and fridge.
o Label your lunch containers in the fridge and remember to bring them home
o Wipe up any spills or crumbs. Dispose of food and drink items in neighbourhood café
and follow the waste guidelines.
o Wash, dry and put away any dishes immediately after use (do not leave to dry on the
counter)
o Do not leave clean or dirty dishes out, unless they are in use
o Dispose of food and drink items in neighbourhood café and follow the waste guidelines
• Eating and drinking in communal and workspaces:
o Everyone is encouraged to eat in the Community Hub (kitchen area)!
o Food and uncovered drinks are not permitted in bookable rooms or any areas with
carpeted floors (open workspaces, meeting rooms, lounge chairs)
o Refrain from eating strong-smelling foods in open areas.
o Catering can be provided to the conference centre and event spaces and can be
delivered to the Neighbourhood Café and Conference rooms in the visitor areas.
Catering services cannot be provided in the work areas past the badge access point.

Plants and décor etiquette

• Plants are not permitted in open shared spaces.
• Plants are permitted in assigned office spaces as long as staff comply with the Plants in Patient
Care Settings policy.
• Do not leave décor or personal items at shared workspaces beyond when you are using it.
• Do not perforate the fabric paneling on walls. These are meant for sound attenuation, not for
display. Hanging materials from the panels may compromise their efficacy.

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Privacy
Most SickKids staff handle a large volume of private and/or confidential
information daily. Staff may have questions about privacy and
confidentiality practices in a new space like the PSC. The goal is to be
intentional about protecting that information and minimizing the amount
that is disclosed to others in the course of our daily work. Privacy principles and
The following five guidelines will get you started. Interested in the guidelines
specifics? Skip to specific scenarios. For additional privacy-related Each floor will have its own
guidance and resources, visit the Privacy and Risk Management unique set of working
intranet site. conditions, and privacy
considerations may differ
from floor to floor or within a
floor. Some teams may not
need to change any practices
Do not leave documents based on their new
When discussing private
containing personal
information, avoid high-traffic
workspace, and others will
information or PHI
areas. Seek out a private need to adjust.
unattended. Place them in
room or area with less traffic.
your personal locker, or lock Regardless of where you find
them in a drawer. yourself, the fundamental
privacy principles, taken from
the Privacy and
Implement departmental safeguards like Confidentiality of Information
guidelines and Standard Operating Procedures policy, remain the same.
that govern how information should be handled
for specific purposes or in specific environments Maintaining and adhering to
in the PSC (for example, assign someone to these principles and
collect mail, and identify a secure location to guidelines is everyone’s
store it). responsibility.
Whatever your specific departmental practices,
ensure that they are documented and accessible
to all staff to allow for coverage.

Don’t be a noisy neighbour – When confirming patient

speak softly in shared spaces, identification over the phone,
especially when discussing ask open-ended questions. This
matters relating to personal is in alignment with the Patient
health information or personal Identification policy and
information. improves patient privacy.

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Specific scenarios
Transporting information
1. I need to bring research files from one location to another
 Avoid carrying documents in a file folder. Documents should be stored securely within a
binder, envelope, etc.
 Do not leave files unattended during transport.
 To ensure the physical transfer of items can be tracked, ensure that there is a standard
operating procedure in place that outlines the signing in/out of files from one area to the other.
Also, follow communication should occur between the receiver and the sender to confirm
successful delivery.

2. I need to bring research files or Health Records files from 525 to hospital or PSC?
 Documents should be stored securely during transport (eg. within a binder, envelope, etc)
 Do not leave files unattended during transport.
 To ensure the physical transfer of items can be tracked, ensure that there is a standard
operating procedure in place that outlines the signing in/out of files from one area to the other.
Also, follow communication should occur between the receiver and the sender to confirm
successful delivery.

Confidential conversations
1. I’m in the Learner Hub and I receive a confidential phone call
 Move to a confidential room, if one is available
 If a confidential room is not available, request to reschedule phone call at a time when a
confidential room is available.

2. I’m in a meeting (conference centre or visitor zone on work floors) and get a confidential
phone call
 Move to an area or room where you can have more privacy. Some examples are telephone
rooms that are designed for short conversations, or bookable telephone rooms.
 Ask the caller if you can call them back at a time that you can have more privacy.

3. I’m at an open desk and get a confidential phone call

 Check the Microsoft Outlook the way you normally would see what private rooms might be
available.
 Explain to the caller that you would like to call them back so that you can move to another
environment where you will have more privacy.

If enclosed rooms nearby are available:

 Use a telephone room for brief conversations (up to 10-15 minutes in length).
 For phone calls that are expected to last for a longer duration, book a telephone room via MS
Outlook.
If enclosed rooms nearby are not available:
 Ask the caller if you can call them back at a time that you can achieve increased privacy.
 Consider booking an enclosed room on another floor that you have access to. See the
room/space booking quick guide.

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 4. I am in the kitchenette/at an open desk and a colleague wants to have a confidential chat
(maybe personal in nature)

If enclosed rooms nearby are available:

 Ask your colleague if they wouldn’t mind continuing the conversation in one of the nearby
enclosed rooms.

If enclosed rooms nearby are not available:

 Ask your colleague if they wouldn’t mind continuing the conversation at another time when an
enclosed room is available.

.
Confidential documents
1. I’m working on a confidential paper document in an office and I need to leave
 Place the document in a drawer and lock (if a lock is available). Also, be sure to close and, if
possible, lock the door behind you.
 If the desk drawer and/or room door are not lockable, secure confidential documents in a locker.
2. I’m working on a confidential paper document at an open desk and there are others
around me
 Do not leave paper unattended;
 If you need to leave, place in folder/binder and in a locked cabinet. If a locked cabinet is
unavailable, place in a locker.

3. I’m working on a confidential document on my computer

 If you’re in an office and you need to leave, lock your computer screen and close/lock the door
behind you.
 If you’re in an open area and there are others around, consider booking an enclosed room on
your floor or another floor using Microsoft Outlook.
 If you’re in an open area and need to leave, lock your computer and lock any confidential
documents in a locker.

Confidential virtual visits

1. I have a scheduled virtual visit with a patient/family to discuss sensitive content
 If enclosed rooms nearby are available, book an enclosed room in advance of the scheduled
virtual visit.
 If enclosed rooms nearby are not available, consider booking an enclosed room on another
floor

2. I have an unscheduled virtual visit with a patient/family to discuss sensitive content

 If enclosed rooms nearby are available, use one of the enclosed rooms that are available for
short durations.
 If enclosed rooms nearby are not available, ask the patient and family if you can schedule the
appointment for another time. Use Microsoft Outlook to book your space and reschedule the
appointment according to your normal procedures.

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Health Records pick up and scanning
Health Records pickup will continue in clinical spaces, but not in the PSC as it is not currently a clinical
space. PSC staff can drop off health records documents at the HIM office on the Service Level, Black
Wing or can scan the documents into patient charts as follows:

Option 1. Upload to Epic from Multi-Function Printer (MFP) in Printer Supply room
HIM has developed two mailboxes for uploading electronic documents to the patient chart.
For documents that require uploading within For documents that require uploading within
an hour: [email protected] 24 hours: [email protected]
Include the following in the body of your email:

• Patient Name
• Patient MRN
• Patient DOB
• Document type
• Document description

The .pdf Demographic sheet is not required if the above is provided. Emails received after 11 p.m. will
be uploaded at 7 a.m. the next morning.
For any questions related to document uploading by HIM, please contact:
Sandra Taylor ext. 206588 Mina Komal ext. 201576
[email protected] [email protected]

Option 2. If not possible, drop off papers at HIM (follow PHI policy about transporting paper)

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