Download Read the 2012 Stories of Excellence booklet

Stories
of
Excellence
2012
Supporting the mission of Enloe Medical Center:
To improve the quality of your life through patient-centered care.
Look for nomination ballots on
Inside Enloe and in your department.
What kind of stories qualify?
• A specific act performed by an Enloe Caregiver.
• The story can be about assisting each other as well
as patients & families.
• Stories about exceptional quality of clinical care or
exceptional customer service are perfect examples.
• Simple acts of human kindness make the best stories.
Who is eligible for nomination?
Any Enloe Caregiver, including employees, partner
employees, volunteers, and physicians who through their
actions tell an Enloe story.
How the program works
• Submit stories to Human Resources via intranet,
e-mail or hand written ballot.
• Planetree Facilitators review each story and select
five or six each quarter
• Quarterly winners announced at a celebration event.
Amber Genato
As Amber Genato, RN, was conducting a discharge phone call with an elderly
patient, she noted that the patient was having difficulty speaking. The patient
believed that she suffered a stroke the previous night. Amber was able to get the
patient to agree to allow an ambulance to be sent to her home. Amber verified
the patient’s address and called the ambulance dispatcher.
The patient also requested that Amber contact her son, so Amber called and
asked him to go to his mother’s home. He stated that his mom often refuses such
care, but if she were requesting an ambulance, then “something must be wrong”.
The patient was brought to the Emergency Department where it was confirmed
that she had suffered a stroke and she was admitted to the hospital.
Amber was able to take a “routine” follow-up phone call and turn it into something
much more. She truly “improved the quality of this patient’s life through patientcentered care.”
Submitted by: Dr. Marcia Nelson, Vice President of Medical Affairs
Stephanie Sicke and Dr. Steven Zlotowski
Greetings up there, Mr. Wiltermood! Just a short note to express my
family’s sincere gratitude to Stephanie, MSW, Care Manager, Social
Worker and Dr. “Z” at the Emergency Room (ER) for the extremely
professional, effective, and sensitive care they provided my father in January
2012. Although my Dad is 88 years old and speaks Spanish as his primary
language, these two caring professionals breached those obstacles without
delay or hesitation. Due to Stephanie’s keen knowledge, efficiency, and
caring attitude, our Dad experienced a smooth transition from the ER to
the skilled nursing home on the same day. She even procured transportation
to get Dad there! Regardless of the intense and fast-moving nature of the
ER, Dr. Z ran multiple tests to cross-check and determine Dad’s condition.
He continuously returned to check on Dad, updated us on his findings,
provided sound recommendations, and did all this in a most congenial
manner. He even spoke in Spanish to Dad! In short, the positive attitudes
and professional competence demonstrated by Stephanie and Dr. Z helped
alleviate a difficult situation.
It is comforting and reassuring to know we have people of their caliber
in the healthcare profession. A caring and helpful attitude, such as theirs,
goes a long way toward enhancing patient confidence and community
Enloe Medical Center Stories of Excellence 3
relations. Their professional competence and positive attitude should be
commended. I truly hope there is a way, within your hierarchy, to reward
such outstanding performance. Please convey my family’s most sincere
appreciation to Stephanie and Dr. Z. We will always remember their caring
demeanor, congenial attitude, and professional competence. I would be
pleased to discuss this further or provide additional information.
Submitted by: Henri Henderson – Administration on behalf of the patient’s family
Kelsey Fallowfield
A patient left a partial
denture wrapped in a paper
towel on a meal tray. The
tray was picked up and
taken to the kitchen with
the dentures still on the
tray. After discovering they
were missing, the patient
notified Kelsey Fallowfield,
RN. Kelsey called the kitchen, but, unfortunately, no dentures had been
discovered. Kelsey then went down to the kitchen and went through the
garbage cans. Amazingly, she found the missing dentures!
Kelsey demonstrated excellence in customer service and took the extra
initiative for her patient. She also prevented our hospital from potentially
having to replace a partial that cost several thousand dollars.
Submitted by: Gail Cunha, RN, Definitive Care Unit, as told above by Jason Reinemer, RN, DCU
Joel Rousso
As an employee of Enloe in the ambulance department, I appreciate the
little things in life. When we are busy running around the town and have
not received a break for a while, it is nice to come to the station on Cohasset
and take a breath or two. Joel, a housekeeper at the Cohasset site, not only
comes in and makes the place look immaculate every time by going beyond
normal cleaning duties and cleaning the unseen cracks and crevices in a
very timely manner, but brings enthusiasm and integrity with him. Joel has
a pride for golf and shares his remarkable story of his 10 year old son with
diabetes who can out golf some of the best golfers in Chico. Joel does his
4 Enloe Medical Center Stories of Excellence
job to the best degree and I imagine is trying to juggle 101 things at the
same time. I know that he works until 5am but that does not slow the guy
down. Joel represents good people. There is not a whole lot more to say, he
is a nice guy and one of those people that you want to run into at least once
a day to make things better in life. I only hope that Joel gets the respect and
kindness back that he deserves because he sure dishes it out to everyone else.
Bless people like Joel; we need a few more billion people like him to have
hope in this world. Joel might not give direct patient care, but he has the
spirit to spread to others allowing them to give the care that is deserved by
patients.
Submitted by: Chad Lewis, Paramedic - Ambulance
Steve Zlotowski, MD
Dr. Zlotowski possesses many wonderful qualities. What I would like to
highlight is his amazing performance under pressure and in times of crisis.
He is a soft spoken man who has reached far into the lives of families and
given them hope. I received this letter from a patient’s wife.....
Dear Dr. Zlotowski,
You saved my husband’s life four years ago, I am not sure if you remember
David. He was the patient who had a heart attack in the restroom of the
emergency room. He did not have a heartbeat for 45 minutes. I want to thank
you and all of the doctors and nurses that gave David an extra four years to live.
I am writing to you to let you know that David passed away on October 16th,
2011. David was jogging when he had collapsed on the street. A neighbor
found him and called the ambulance. The EMT told me the cause of death
was cardiac arrest. In the last four years of his life, David was able to see his
first grandson turn one, travel to Russia with his father and celebrate our 30th
anniversary with a trip to Amsterdam, Belgium and England. David never
kept things, but when I was going through his items I found the letter that
you wrote to him after he wrote to you. I know that he was very grateful to
you and the rest of the team. All of you should be very proud of the work that
you do. Thank you for giving me four extra years with him.
Dr. Zlotowski does not expect recognition or need it, he is simply content
to do his best. I am proud of what he does, proud to know him and blessed
to work alongside him.
Submitted by: Stacy Vincent, RN – Emergency Department
Enloe Medical Center Stories of Excellence 5
Natalie Streeter
I received a phone call today asking the “name of that wonderful Nurse
Practitioner that took care of me so I can thank her for saving my life”. I
asked the patient if I could share her name and her story and she quickly
said please do.
Ruth’s story: She was having a hard time breathing after her knee surgery
so she drove herself to the Cohasset Prompt Care and told the registration
staff of her problem. They quickly called a nurse to come up front. Ruth was
brought back to an exam room immediately and had a Nurse Practitioner,
Natalie Streeter, at her side within minutes. Ruth stated she has had
shortness of breath for many years and was just not getting any better so
she thought she would drive herself in. She had just recently had a left knee
replacement and when she shared that bit of information with Natalie things started happening. Ruth said Natalie told her as soon as she had that
piece of information she suspected a clot. Ruth got a breathing treatment,
lab work and was told she may have to be transferred to the main hospital.
She was sent by ambulance to the Emergency Room after concerning lab
results were reviewed. Ruth states everyone was incredible to her and this
was an example of excellence in the medical field. Ruth credits Natalie for
helping to save her life. Ruth was very touched that Natalie came to see her
the next day in the hospital.
Submitted by: Kathy Buck, RN, Nurse Manager - Prompt Care
Paula Quintana
One morning in March, Paula,
our CNA Home Health Aide,
was driving to a patient’s home
during a rainstorm. As she
turned on to a busy street she
noticed a little baby around 2
- 3 years old with just a diaper,
short pants and a small shirt on
standing in the middle of the
street crying. She stopped her car, quickly gathered the baby up and called 911.
Because it was raining she asked if she could take the baby to her car, but was
told not to do that by the 911 operator. She was told to just protect the child
6 Enloe Medical Center Stories of Excellence
as best she could outside. Paula then took off her sweater, covered the child
and waited around 15 minutes for police officers to arrive. They took down her
information and said they were going to conduct a check of the neighborhood.
Paula turned on the heater in her car full blast to try and dry herself out and
continued on to her patients. A few days later she still had not heard what the
outcome was regarding the baby and all she could say was, “I can still see that
little face and can’t stop thinking about that little girl”.
She did call the Chico Police Department to find out what had happened to
the little toddler she had rescued off the street on that cold and rainy day. The
officer told Paula she was truly the baby’s “angel” and that no harm had come to
the little girl because of her fast thinking and gentle care. The officer also stated
they had located the child’s mother. The mother stated she had left the baby in
the care of her grandfather while she ran to the grocery store. The grandfather
had fallen asleep and the baby had somehow gotten out of the house.
What an amazing story and a wonderful hero!
We at HomeCare know Paula to be gentle, patient and caring with her
patients and dedicated and hard working always. She is quite simply
EXCELLENT!
Submitted by: Jain C Redmond, Scheduler/Equipment Tech - HomeCare Services
Darcy Seipert
One day in March I worked
an Ambulance shift with
Paramedic, Darcy Seipert.
As we went about our day
transporting patients in and
out of the Enloe Esplanade
Campus, we noticed a
gentleman with a blank look
on his face standing in the
hallway outside the ER, close to the elevators. He was leaning against the
wall with staff, patients, and visitors walking by him. After completing
several patient transports we wondered why he had been in the same position
for so long, it had been at least 3 hours since we had seen him move.
Darcy walked up to him and asked if he needed help or had any questions
she could help with. It was immediately clear that he was fighting back
Enloe Medical Center Stories of Excellence 7
tears. He explained that he had brought his wife in to the Emergency
Department earlier in the day for an acute illness that they didn’t think
was too serious, but she had then been taken into emergency surgery for a
gallbladder issue and that the expected procedure would take 1 hour. An
hour into surgery the OR staff had advised him that her condition was more
severe than previously thought and that her surgery would take longer than
expected. At that time she had been in surgery for over 4 hours. Darcy tried
to reassure him that his wife was in good hands and then she asked him
about his family and children. He said they had 4 children, ranging in ages
from 8 years old to 2 months old.
Although Darcy only spoke with him for a few minutes, her reassuring tone
and genuine compassion clearly was something he needed at that moment.
We then transported another patient. Afterwards when we stopped at a gas
station to put fuel in the Ambulance, she bought a drink and a few snacks,
using an “On The Spot” gift card she had received for coming in early a
week prior to assure a patient would be at their destination on time. We
then responded to Enloe to transport another patient. When we walked
through the hallway the man was still in the same place. She walked up to
him and gave him the drink and snacks, and again tried to reassure him that
the Enloe staff would do everything they could for his wife. He gave her a
hug and was obviously very moved by the gesture.
This gentleman was experiencing one of the worst days of his life and Darcy’s
act of kindness was clearly not lost on him. Although she had not given him
any false hopes or promises, she had instilled a feeling of caring and support
that is sometimes all we are able to give as health care providers. Although
working on the Ambulance often keeps us outside of the hospital, Enloe
Ambulance staff like Darcy and myself take pride in, and assume ownership
of the care given at Enloe Hospital. Working with individuals like Darcy
is a positive influence and a constant reminder of what we can provide our
patients and frequently even more importantly, their families. After we left
the hospital Darcy went about her normal duties of the day with a smile, as if
she hadn’t done anything extraordinary. Darcy’s caring and selflessness is an
asset to Enloe and I would like to recognize her as an example of excellence.
Submitted by: Joseph Bond, EMT - Ambulance
8 Enloe Medical Center Stories of Excellence
Julie Everett
For as long as I’ve known
Julie Everett, CNA, she has
always been very caring and
goes above and beyond for
her patients. On any given
day I will see Julie buy a
newspaper for her patient
or even a gift from the gift
shop. She does anything to
make her patients happy. This particular story starts with her coming to
my office one Tuesday morning asking if it was ok if she ran to the store
for some hair detangler for her patient. She explained to me that her female
patient’s hair was tangled and matted to her head and she just wanted to
get a comb through it. Julie had already tried using various brushes and any
type of conditioner (including shaving cream) that she could find to help
out her patient. I spoke with our manager, Beverly, about the situation and
she let me run to the store for some detangler. When I came back I gave
Julie the bottle and she stated “I’m going to have to use the whole bottle.”
She was very determined to undo this matted mess! About 30 minutes later,
Julie called the manager and told her the patient in 104B would like to
speak to her. The patient was requesting her head to be shaved because she
just wanted the mess gone. Apparently the entire bottle of detangler wasn’t
going to cut it. Julie was up for this task. Beverly made all the necessary calls
to make sure we could actually shave a female patient’s head. This process
took a little while and Julie’s shift was nearly over. Julie said she wasn’t
leaving until this was done and she wanted to make sure she was the one to
cut her patient’s hair. Once Julie got the OK, she set up shop in her patient’s
room. I walked in the room to give Julie some towels and I overheard the
patient say, “just shave my head” and Julie’s reply was, “Oh no, I have to
make you look cute! What kind of haircut do you want?” From there Julie
started cutting out the mats and an hour later we had one happy patient!
The next day the patient was walking up and down the hallways showing
off her new hairdo. This act of kindness made me realize how important the
little things are and how caring Julie is. 1st floor is so lucky to have such a
kind caregiver.
Submitted by: Lindsey Miller - 1st Floor Med Neuro
Enloe Medical Center Stories of Excellence 9
Michelle Parsons
Beverly Gentry stopped by Administration today and told me a wonderful story
of extra patient service:
A patient who was admitted to First Floor Medical/Neuro had dentures that
appeared to need deep cleaning; they were black! Michelle Parsons, CNA took
the initiative and called her dentist, Dr. Steven Abbott for advice. He said he
has a special solution and ultrasonic cleaner and he offered to clean the dentures
for the patient. The CNA delivered the dentures to the dentist. He examined
the dentures and said the color was inherent in the type of material that was
used for these dentures, but that they indeed could use a deep clean, which he
did. The dentures were brought back to the patient looking like new!
Beverly is planning to use some on-the-spot funds to send a thank you basket
to the dentist and his staff for their willingness to assist with this unusual need.
Kudos for their willingness to go above and beyond the usual care for this
patient.
Submitted by: Debby Johnson, Administrative Assistant and Beverly Gentry, RN, Nurse
Manager, Definitive Care Unit.
Kendall Matthew
While I was waiting with
a patient outside for their
ride home, I witnessed a
noteworthy action from
Kendall Matthew, Towne
Park Valet Driver. Kendall
was at his post as a small
elderly woman walked down
the ramp of the main entrance. She had a horrible limp and depended on
her cane to keep her moving. When she reached the bottom of the ramp
(which took her a few minutes) she walked up to Kendall and tugged on his
jacket. Kendall looked at her and gave her the biggest and brightest smile.
She held on to his arm while pointing with her cane, “See that car down the
road?” she said pointing to a car parked next to the stop lights on Esplanade.
“Would you please keep an eye on me and make sure I make it to my vehicle
and if I fall over please let some one know to pick me up off the ground?”
Kendall did not hesitate for one second to leave his post to volunteer his arm
10 Enloe Medical Center Stories of Excellence
as an escort. At first the lady refused his kindness, but with his persistence
and big smile he convinced her to allow him to help. He was so kind and
made sure she was secured in her car before he left her side. He could have
simply allowed her to struggle to her car, but instead he took the time to
express the Planetree spirit and go the extra mile. Instead of making the
lovely lady feel like it was a chore, he treated her like it was his honor to
help her. I know that simplistic act of kindness made her feel special! He
was her knight in shining armor that day.
Submitted by: Shastina Blaylock, CNA - 1st Floor Med Neuro
Maria Ibarra and
Christy Sanders
We recently had a patient
who is developmentally
delayed whose elderly
father was the patient’s
primary caregiver. He
stayed at his son’s bed side
day and night. Maria Ibarra
and Christy Sanders, RN’s
from the Definitive Care Unit, noticed him going into our DCU patient
kitchen and taking crackers every once in awhile and eating them. During
the course of comforting the father, Maria discovered that the father had
no money to pay for food while staying at his son’s bedside.
That night our staff just happened to be having a potluck dinner, so Maria
made the father a plate of food and spoke with one of our social workers to
get some food vouchers for our cafeteria. In addition, Maria and Christy
combined what money they had on them (approximately $40) and gave it
to the father so he could buy food while keeping vigil at his son’s bedside.
The father, being very prideful was reluctant to accept the money. Maria
was very insistent and he said he was only going to take it because he
knew that she would not give up. In his overwhelming tears, he thanked
them immensely.
Maria and Christy’s simple act of kindness goes above and beyond what
is asked of us as care givers and demonstrates the genuine love and
compassion of the human spirit.
Submitted by: Rachel Wilson, RN – DCU
Enloe Medical Center Stories of Excellence 11
Katrina Nelson
I had a major event coming
up on the weekend and
ordered updated pamphlets
for the Enloe booth. Katrina
Nelson, Printing Design
Coordinator - Print Services,
got the mock-ups to me
in a very timely manner. I
sent back the approval and
requested that I receive the 1000 pamphlets that Friday. Friday came and
I received several other items from print services, but not the pamphlets. It
was busy in the office (as Fridays before events are) and I didn’t realize that
the pamphlets weren’t there until 4:55 that afternoon when I went to pack
up my car for the event! I called Katrina, left a message and acknowledged
to her the fact that I should have caught it earlier. I was surprised when she
called back 5 minutes later! She had finished the pamphlets earlier that day
and put them in the proper place to be shipped out. They had somehow
gotten missed in the pick up. Undaunted, she finished up her work for the
day then drove the pamphlets over to my office herself!
She is always professional and a joy to work with! This particular story is
one of many, but sticks out in my mind because she really went above and
beyond!
Submitted by: Chrissy Van Schoick - Volunteer Services
Kristin Panarra
A patient’s daughter called to tell me how wonderful nurse Kristin Panarra,
RN 1st Floor Med/Neuro, was in the care of her dad. She shared that her
father had a change in condition and Kristin assessed him immediately.
She checked his oxygen and got an oxygen order. She saw this patient had
a history of a stroke and called the doctor and got a CT ordered. She was
“on it “ and “right there”. She knelt down next to him, talked to him in a
calm voice and was very reassuring. She got him warm blankets. He felt he
was her only patient. She was professional, kind, compassionate, loving and
caring. She talked to us in a very compassionate and caring manner. She
took the extra time and made the extra effort to explain to him what was
going on to alleviate his anxiety. His wife died of a stroke a year ago and
this was near the date of his wedding anniversary and he was quite anxious.
12 Enloe Medical Center Stories of Excellence
His daughter felt Kristin went above and beyond the call of duty and felt
she helped save and prolong his life. She shared her father is home now
and doing very well. She says he sees a personal trainer twice a week and
the doctor says he can see his trainer this week!! The daughter said, “I felt
blessed to have her working with my Dad tonight and I think you guys are
very blessed to have her on your team. Kristin is the kind of person that will
keep Enloe above the rest. I want her to have the recognition that she is
doing a fabulous job. Give Kristin the Planetree award!!”
Submitted by: Elise Debord, Patient Relations Coordinator - as told by a patient’s daughter
Amber Polanco
On Sunday, May 20th, Amber Polanco, RN – NTSICU, was caring for a
patient who had experienced a mild stroke. The patient was very concerned
about missing the anticipated solar eclipse that was to occur later that
day. He told Amber that he was very sad because he knew he wouldn’t
live long enough to ever see a solar eclipse again in his life time. Amber
was determined that he would not miss the eclipse so she contacted the
patient’s physician and got permission to take him outside so he could view
the eclipse. When it came time for the eclipse, she put him in a wheelchair
and took him outside the unit where he could view the eclipse. The patient
and his family were very grateful for Amber and the extra effort she went to
so that he could see the eclipse.
Submitted by: Susan Henderson, RN, Nurse Manager - NTSICU
Laura Hennum
One day in February, I was headed over to the hospital from the Cascade
building when I saw Laura Hennum, Vice President of Professional Services
and Business Development, literally running down the street towards the
Esplanade pushing an empty wheelchair. She was in a dress and high heels,
but that didn’t stop her full on sprint to get to the aid of an individual who
had parked in the employee parking structure but soon found out they did
not have the strength to make the journey to our main entrance. When I
arrived at the Administration offices to make my delivery, I observed many
of the Administration staff contributing in the efforts to ensure the safety
and comfort of this individual. I did not have the opportunity to see the
Enloe Medical Center Stories of Excellence 13
expression on the patient’s face when Laura arrived to help them, but I am
sure they were extremely grateful and relieved that Laura had come to their
aid so quickly. Thank you Laura, for exemplifying the mission, vision and
values of Enloe Medical Center.
Submitted by: Kathy Skaggs – Accounts Payable Supervisor, Accounting
Enloe Medical Center Infusion Department
When I first came in I was nervous, anxious, and a little weepy. From day
one every person in the center made me feel so special and cared for. I can’t
pick just one person because all are exceptional! What I’ve been given is
more than just care. It’s been Hope – Love - and Peacefulness. There are
not words to express how wonderful and beautiful these very special people
are. I will miss them when I get done with treatment!!
Submitted by: patient May 2012
Greg Caples
“Thank you Greg Caples, Respiratory Care Practitioner, for going above and
beyond to provide comfort for a dying patient. We appreciate you finding the
flag for this patient’s room. The family and staff were very impressed with
your respectfulness,” is a quote by Dr. Matthews on an Enloe Excellence in
Action message.
Another employee said, “Thank you Greg, for knowing how patriotic this
patient was.”
Greg truly acted in a caring and compassionate manner and put the patient
first by finding him a flag before he left for home with hospice. We were all
very touched by Greg’s action and thoughtfulness.
Submitted by: John DiMercurio, Manager, Respiratory Therapy
14 Enloe Medical Center Stories of Excellence
Enloe Medical Center Quality Management
Department: Christmas in July for the Torres
Community Shelter
The Quality Management Department surprised the Torres Community
Shelter with a showering of kindness: Christmas in July! On Friday, July
6th, they delivered large boxes, bins and bags filled with hundreds of dollars
worth of items from the homeless shelter’s wish list: mostly personal hygiene
supplies, as well as flip flops and twin sheet sets – plus a few extras: coloring
and activity books and crayons. “They were so excited,” said Kathy Cawthon,
who delivered the gifts with a signed card from staff. “Their faces were
beaming. They couldn’t thank us enough,” Kathy added. The department
“adopted” the shelter for Christmas for the past two years, a time of great
generosity and giving, but learned that there is little giving and great need
during the summer. The shelter is the only emergency shelter in the area that
serves men, women and families with children. Thank you to the Quality
Department, the hospitalist doctors and members of the Pharmacy staff, for
helping our fellow community members in need.
Submitted by: Christina Chavira, Communications Specialist, Marketing & Communications
Shannon Chappell
Shannon Chappell, Unit Secretary, Surgical Care Unit, makes my day! She
is always so upbeat and cheerful when she comes to work in the morning.
She knows her unit secretary job well! You can hear the smile in her voice
over the phone. She exemplifies the best of the Planetree values. You can tell
she cares about people.
Submitted by: Regina Gomes, RN, Surgical Care Unit
Michael Headley
My father brought my stepmother into the emergency department one
evening in June and she was taken care of by Michael Headley, RN. When
they came home they couldn’t say enough about the excellent care they
received from Michael. My parents are very hard to please so I knew if
they were that happy he must have done an awesome job. They said that
they never felt like they had been forgotten and that Michael had been
Enloe Medical Center Stories of Excellence 15
very compassionate when dealing with my stepmother. They were also very
impressed by his attitude and the way he handled all of the other patients
that he was responsible for so they asked me to let him know. That’s why I’m
submitting this nomination.
Submitted by: Lester Skelley, Supervisor - Central Services
Monica Norman
My story of excellence
starts with a White Rose
Companion
assignment.
Various volunteers had been
assigned to sit vigil with a
patient on the Fourth Floor
over the course of several
days. When I took over as
White Rose Companion
that Monday, I found that the patient’s daughter had arrived, wanted to
be with her father, and did not need my volunteer presence at that time. I
did continue to check in with her throughout the afternoon as I was there
during my regularly scheduled Patient Ambassador shift. The daughter
decided that she would like to stay with her father during the night and
asked if I could cancel the rest of the scheduled White Rose Companions
who were due to arrive for the evening and night shifts. She asked for a
cot and I helped her get a hold of the patient’s nurse to make that request
known. At around 5pm, just before leaving the hospital, I made a final
check-in with the daughter. She said she would like to go and change her
clothes before settling in for the night and asked if I could stay with her
dad while she did so. Of course, I did. While waiting I noticed that the cot
had not yet appeared. When I asked I was told that one had been located,
but it still needed to be sterilized by housekeeping and everyone was very
busy and that no one was available to do so. This was around 6:30pm. The
patient’s daughter returned at this time and was disheartened to not see a
cot. As the patient was passing, time was of the essence to this daughter. I
was preparing to leave when I saw Monica Norman. She used to be a valet
that I know from the Front Desk but is now working in Environmental
Services. I told her about the situation with the cot. Monica is especially
kind and caring and said that she would have the job completed in no time
16 Enloe Medical Center Stories of Excellence
at all. She made good on her promise and made that her immediate priority.
The patient’s daughter was so pleased, when we arrived (Monica and I)
with the sterilized cot; the daughter told me that everybody at Enloe was
wonderful. She thought the White Rose Companions were wonderful and
of course Monica. Both Monica and I checked on the patient the following
morning. The patient had passed away that night. For that weary daughter
who had traveled her way to Chico and made it to the hospital to be near her
dying father, having a comfortable place to lie down in the room while she
said her goodbyes and spent those final hours alone with him was a special
gift to be able to give her. Monica went out of her way to make it happen.
Submitted by: Chrissy Van Schoick - Volunteer Services on behalf of Ronnie Campbell, Volunteer
Dr. Jaimee Neben
In May, my Dad came in
to have surgery - a run of
the mill surgery that was to
last 4 hours. My Dad was
nervous and my stepmother
near frantic. Dr. Neben,
who was my first choice for
anesthesia, walked in the
room, hugged me and told
my Dad she loved working
with me. Dad was instantly put at ease. We went through the necessary
questions and he went back to OR. My stepmother and I waited the 4
hours, then 6 hours, then 8 hours and finally I snuck into the PACA
(where I work) to ask what was going on.
There were complications involving a previous surgery my Dad had and
Dr. Ludwig was painstakingly cutting through adhesions and mesh and
repairing the new wound. Dr. Neben, who had been at work since 6 AM,
stayed at my Dad’s bedside, wanting to see it through. I know she put in
the extra effort because I was one of the surgery patient’s “family”. Even Dr.
Prieto tried to relieve her so she could go home and get some rest but Dr.
Neben was determined. Dr. Prieto came out and hugged me, apologizing
for the delay and sat with my stepmother and I for awhile. My stepmother,
who has little working knowledge of hospitals, was delighted by the concern
and care everyone took not only of my Dad, but us as well. Finally, 11 hours
Enloe Medical Center Stories of Excellence 17
later, Dad emerged from surgery to spend the night on the vent in ICU. Dr.
Neben stayed with him to get him settled, even though she had just worked
17 hours and had to be back at work in 6 hours. We were exhausted from
waiting, but I know she was exhausted from working so diligently.
I cannot express my gratitude for her efforts and skills - it made a horrible
event tolerable. The next morning, Dad was extubated and the first person
to visit Dad and check his progress was Dr. Neben! She had only 5 hours of
sleep but her first concern was for her patient. My Dad was in pain but very
grateful to her and my stepmother was amazed at the care she took of my
Dad. She should be recognized for her ongoing professionalism, excellent
care and friendly manner that means so much to patients’ families. I am very
proud to call her my friend and colleague.
Submitted by: Elizabeth Basgall, RN - Perianesthesia
Jack Ulmer
Jack Ulmer is an outstanding
pharmacist at Enloe and
his expertise is especially
admired on Fourth Floor
dealing with our oncology
needs. Jack holds a very high
standard and is amazing at
what he does. Every day he is
here he is assisting our nurses
with setting up chemotherapy regimens, calling the doctors to clarify all
orders are correct, and educating the staff with oncology related information.
But above all that, and the reason I believe Jack is a true “story of excellence”,
is his communication and sincere compassion for our oncology patients.
We recently had a newly diagnosed cancer patient come in to receive four
days of chemotherapy. He was so scared. After the orders were written by
the doctor and the nurses were coordinating when to give the medications,
Jack took the time to go in and talk with the patient at length about his
chemotherapy regimen. He discussed what was being given, how long it
would take, what to expect, what side effects were possible and got a history
of the patient through the patient’s eyes. This patient was very anxious
coming in for his first cycle of chemo. With the help of the nurses and
especially Jack’s lengthy conversation, he was put completely at ease and
18 Enloe Medical Center Stories of Excellence
had full confidence in our team. The family commented on how well he
communicated with them, how much knowledge he had, and especially his
sense of compassion he showed towards them. They couldn’t believe this
was all coming from a pharmacist! The patient’s family member is also an
employee of Enloe and she stated how outstanding he was with them. The
patient had tears in his eyes because of the overwhelming compassion and
care Jack showed towards him. He truly made a difference in this patient’s
experience of receiving chemotherapy for his life threatening illness. This is
just one example of how Jack’s presence here is appreciated. Every time we
have a new chemo admit he takes the time to meet with the patient and, as
I described above, truly going above and beyond. He “makes friends” with
our patients and they put their trust in him. He truly is an amazing man
and pharmacist. In addition, each time we have repeat chemo patients, Jack
visits them to check and see how they are doing always making sure to ask
if there’s anything he can do for them. I believe Jack definitely deserves a
“story of excellence” to show the recognition he deserves for his outstanding
work. He is very thorough and explains everything in detail. I rely a lot on
him doing what I do on this unit. He is my backbone and I know I can go
to him for anything.
Submitted by: Jenay Holloway, RN, Clinical Educator – 4th Floor Med/Neuro
Dawn Winter
Dawn Winter, Education
Center
Coordinator,
Education Center:
How
Skills Fair education became
meaningful and fun! Our
annual skills fair that all
clinical staff attend had
been in the same format for
years. Come to class, listen to
lectures all morning and complete the day with skill stations. The process
was adequate, but staff would lose interest after 4 hours of morning lectures.
Dawn is the kind of educator who looks at a process and wonders “how
can this be better?” She knew the best educational experience is when the
employees have the opportunity to be interactive with their education. A
hands on approach. She redesigned the Skills Fair process into a day of
Enloe Medical Center Stories of Excellence 19
meaningful hands-on interactive learning stations. This was no easy feat
to accomplish. It required a tremendous amount of organization to plan a
day that needed many resources. This includes the clinical experts to teach
the stations and all the needed equipment. Dawn coordinated a plan that
had staff delivering equipment to the loading dock of the hospital, staff
driving it to the conference center and doing all this again at noon for a
different set of skills. She worked with each manager to plan which stations
their employees needed to attend. Once again, an approach to make the
learning meaningful. All of these process changes created much more work
to get the event ready, but it mattered to Dawn that we provide the best
education possible. Finally, the moment to launch the new format for the
skills fair. Would it work? Would employees like this new format? Not only
did employees overwhelming remark it was the best skills fair they had
attended, physicians would walk through and be amazed at the amount of
different education going on at one time. They could see this was a quality
event and asked for a Quality Summit poster to showcase this new format.
Conclusion: The new Skills Fair, a huge success. When all is said and done,
Dawn is passionate about making the learning experience for staff at Enloe
Medical Center meaningful and fun! Dawn is one of those exceptional
employees who gives 200% to their job. She impacts the educational
experience of employees on a regular basis, but they never know she is the
face behind the changes.
Dawn Winter has been an integral part of the tower transition. As the
move date approaches and changes, Dawn is fully involved with each step
of training and when each deadline changes, she incorporates that change
into the training with a fantastic attitude and smile on her face regardless
of how challenging each change is in training over 700 nurses. She recently
attended Day in the Life Training at Palomar Hospital in Escondido, to
witness how it is done at another hospital and what improvements can be
made to our own training. Dawn works endless hours, has an excellent
attitude and is a role model to all. Dawn is “Excellence in Action” and is
truly deserving of this award!
Dawn is always ready to help and she genuinely cares about the people she
works with. I specifically remember a time when the Rehab unit received
some bad news regarding a long term employee. The entire unit was in
shock and you could feel the sadness around the nurses’ station. When I let
her know what was going on, she immediately took a break, got in her car
and came to Rehab to be with us. It was nice for me and the staff to have
20 Enloe Medical Center Stories of Excellence
her here to be supportive and to know that she will drop everything to come
help in a time of need. Dawn worked in the Rehab department before she
transferred to the Education Center and was very close with the employee.
Everyone that works closely with Dawn knows that she holds a special place
in her heart for Rehab and the Rehab Staff!
Submitted by: Mandah Baughman, RN – Rehab, Clinical Educator, and Mary Latimer,
Director, Education Center
Mary Mebs
My friend Norma Brown
and I have been employees at
Enloe for many years. With
that introduction, my story is
nothing but everyday events
to a lot of the nursing staff.
Norma was going through
the ending moments of life
with her husband, Charlie.
Mary Mebs, RN, was the charge nurse and noticed that Norma was alone
during his transition. After she had made all her necessary calls to the
doctors and rapid response team, she then made a call to me. She thought I
could help support Norma with my devotion to our friendship as Charlie’s
time on earth was coming to an end. At first, my thoughts were what can I
do and how? When I arrived on Fourth Floor, I was instructed and informed
by his nurses about the series of events and could see Norma crying as she
stood by Charlie. When I entered his room, God had given me the strength
and insight of everything I needed to do. Mary had come in and checked
on Norma, reassuring her that the doctor was on his way. She offered every
kind of tenderness, compassion and love that one person could ever display.
After the doctor had arrived, he instructed comfort measures for Charlie
and suggested all the calls should be made to family and friends. Mary was
there with her loving assistance to facilitate any need that arose for Norma.
When friends and family had arrived, Mary was conducting her role with
passion and love as she guided all of us through Charlie’s transition. She
made a very emotional time into a peaceful, comforting moment with her
assistance to make sure all accommodations were taken care of - including
minor needs of the seating in the room, to coaching Norma during his
descent into his next life. I was able to witness his passing with peace and
God’s blessing. Mary’s peaceful, calm and loving presence was the guiding
Enloe Medical Center Stories of Excellence 21
light that Norma needed along with her family and close friends by her side.
I know this was a typical day for nursing, but it was a spirit filled experience
for me. I thank all the wonderful staff who helped that day. You all should
be very proud of the job you conduct day in and day out. But most of all, my
personal thank you to Mary for your loving, guiding, compassionate heart
that makes you so special. Yes, this is my Story of Excellence about you,
Mary. Yes, you have accepted the role of being a charge nurse which is a role
that is always filled with frustration with staffing problems, chronically ill
patients and their families’ problems. But know what is in your heart that
led you into the path of nursing shines everyday to all the hearts that you
touch. Thank you again for my life’s lesson, and all that you give to patients,
families and friends.
Submitted by: Kris Carnagey – Pharmacy Tech
Franklin Marcus, MD
A patient, whose surgery kept getting “bumped” for hours due to more critical
add-ons, came out of the operating room to the recovery room completely
awake and stable, and complaining of extreme thirst and hunger and a
headache. “I need a caffeine fix! An ice cold diet coke sounds wonderful!”
Dr. Marcus, the anesthesiologist, immediately left the room and returned a
couple of minutes later with the desired drink and a cup of ice. The patient
was ecstatic and her discomfort was instantly relieved. This sort of random
act of kindness toward patients and coworkers is typical of Dr. Marcus, who
is also a much-trusted and respected anesthesiologist.
Submitted by: Cynthia Gailey, RN – Perianesthesia
Tatiana Strishak
In July, a patient on the Definitive Care Unit was being discharged late at
night. The patient couldn’t find a ride home. Tatiana Strishak, RN, was
sitting at the nurses’ station waiting for her husband, who was visiting
another patient. She heard the patient being discharged state that he didn’t
have a ride home. Tatiana asked her husband if he would mind giving the
patient a ride home when he was done visiting with his friend and he agreed.
Tatiana and her husband ended up waiting about 30 minutes after they were
done visiting their friend, for all the discharge process to be completed. The
patient was overwhelmed with their generosity to give him a ride home.
Submitted by: Christy Sanders, RN – Definitive Care Unit
22 Enloe Medical Center Stories of Excellence
Denal Nieto
When my teenage daughter had surgery in July, she woke up scared and
without me in recovery. Her nurse was Denal Nieto, RN. When I got back
to recovery, she was still scared and in some pain, but she was less anxious
and seemed to really respond to Denal’s kind and encouraging words. We
were in recovery for close to 2 hours and Denal stayed at the bedside typing
and talking to my daughter the whole time. My daughter was unable to speak
so she was trying to mime things to us. Denal and I were having a hard, but
hilarious time trying to understand what she was saying. By the time they
were wheeling her up to her room, she refused to leave without giving Denal
a thank you hug! What topped everything off was that at the end of her
shift, Denal came upstairs to 4th floor to check on my daughter and give
her a balloon and stuffed animal. She showed my daughter and I that my
daughter was not just a number or a chart, that she was seen as a person
who needs interaction and compassion, not just medication to get better. She
absolutely facilitated the beginning of the healing process for my daughter
and her kindness set the tone for the rest of our stay in the hospital. We feel
very lucky to have had her as our recovery room nurse and felt that she went
totally above and beyond which was a great help to a scared teenager!
Submitted by: Haley Stein – Admitting
To: Mike Wiltermood and Connie Rowe
Dear Mike and Connie,
I want to thank you and Enloe’s staff for the care my friends and I received
last Friday. We truly have an amazing team.
About 8 in the evening, I got a call from my father, who is an elder in
my congregation. Just after attending a special meeting, one of the other
young leaders was involved in a terrible accident. My dad said they were
cancelling the rest of their meeting and all of them (about 20) were going
to the hospital. I met them there, as did somewhere between 60 and 100
others from neighboring congregations; so many came that I lost track. We
flooded the waiting areas and the circle drive, hoping for good news, which
wasn’t to come. We lost our dear friend.
Enloe Medical Center Stories of Excellence 23
I want to note that none of the staff knew who I am or where I work until
very late in the evening. So, I know the care we received was simply what
our staff always does and that they would do it for anyone.
Even though the number of grieving visitors must have seemed overwhelming,
everyone I saw was compassionate and professional. Starting with the
EMTs, who, I’m told, tactfully declined to have a family member ride in the
ambulance – sparing him from the distressing memories of emergency care
– through ED nurses and clerks, Volunteers, Admitting clerks, Security
officers, Social Workers and EVS staff, all were helpful.
I don’t know who arranged it, but, because our group was too large to allow
family support and visitation in the ED, our friend was moved on a gurney
to ASO. When he was settled, our little crowd was called in and allowed to
stay for well over an hour. We had time to comfort each other and had the
chance to say goodbye to a friend. Even in ASO, there were too many of us
to fit in the room and we took up a lot of hallway space. Several times, staff
on duty needed to pass through the hallway. They were all respectful, patient
and kind as we parted to let them through. Twice, an ED Tech brought us
a tray with cups of ice water and later a carafe of coffee with cups, cream
and sugar. What thoughtful, simple and welcome gestures. Visitors just kept
coming as word of our loss spread and the Security officer at the podium,
once he confirmed they were with our party, kindly sent everyone through
to join the group in/near ASO. Finally, near midnight, we all went home.
I’ve written several individual thank you notes to staff with whom I had
personal interactions, but I want you to know how appreciative I am for the
care we received.
Of course, I am proud of my congregation for supporting our friend’s family
at this tragic time. And I am also very proud of the team I work with here
at Enloe. The care we received supported us and helped us start to heal. I
am grateful.
Thank you for leading this wonderful team.
Submitted by: Debby Johnson, Administrative Assistant
24 Enloe Medical Center Stories of Excellence
Kathleen Muldoon
There is a patient who has a very specific form of anemia that requires almost
weekly transfusions of platelets. The patient has been undergoing treatment
for the disease for at least a year and a half with the help of Enloe, due
to no insurance even though employed. The patient’s only hope for a cure
is a bone marrow transplant. Kathleen Muldoon, Social Worker, Cancer
Center, has worked with the patient for over a year, helping the patient first
get Medi-Cal and then get to UCSF for an evaluation for the transplant.
I cannot count the number of hours of doing paperwork, making phone
calls, sending faxes, etc. that she spent in order to make this all happen. The
patient was seen a couple of weeks ago at UCSF and the planning has finally
been started to try and get the transplant that the patient so dearly needs.
Thank you Kathleen for not giving up!
Submitted by: Cindy De La Cruz, Unit Secretary - Hematology/Oncology
Jennifer Davidson
I want to thank Jennifer D., RN for her time in explaining my medication and
my major concerns regarding my treatment. I went to Enloe Cohasset Prompt
Care not feeling very well. I had my medications with me that were prescribed
by my primary care physician. Jennifer took all the time I needed and sat with
me in a one to one communication to address all my questions and concerns.
When I came to the Prompt Care I had so many unanswered questions about
the effects of my medications, what was going on with my treatment, etc. She
looked at my medications and explained the side effects, why I was feeling the
way I was feeling, how to take the medication, etc. She was able to explain
everything in a way that I understood. I walked out of the Enloe Cohasset
Prompt Care office feeling very knowledgeable and relieved. I had no more
questions or concerns. I want to give a Great Big Thank you to Jennifer!
Submitted by: Teri Green, RN - Prompt Care as told to Rebecca Zarate, Admitting, by the patient
Elise Debord
Elise Debord has been a tremendous help to me during my first 8 months
as a member of the Enloe Foundation team. She will readily check in on
a patient for me, those requests usually come from family members who
are Foundation donors or Foundation Board members. She’s cheerful and
always looking for ways to make patients feel comfortable and special and
Enloe Medical Center Stories of Excellence 25
is adept at sharing just the appropriate amount of information with me (not
too much, not too little).
A few months ago my own dad was hospitalized after cardiovascular
surgery. His condition was quite serious when he arrived and he was very
anxious. Although 77 years old, my dad has had very few illnesses and isn’t
used to being laid up, particularly in a hospital setting. Every caregiver that
came into contact with dad was tremendous...helpful, compassionate and
thorough. They even laughed at his jokes (which aren’t always that funny).
Elise heard that my dad was here and made a special point to stop and
visit with him. She spent more than 20 minutes after the end of her work
day, sitting in dad’s room sharing stories with him. (For instance, he was
the only man in a house full of women, she’s the only woman in a house
full of men.) Elise went out of her way to find things in common that she
could discuss with my dad, made him laugh a bit and in general made him
feel truly special. She even took him an Enloe blanket. He really likes that
blanket and won’t even let my mom use it! Elise has a heart the size of Texas
and it shows in every encounter she has with patients. She also has a way of
making her colleagues days a little brighter, too. If I could, I’d have her visit
every patient in the building, just to brighten their day. P.S. I think my dad
still harbors a little bit of a crush on Elise. Who can blame him?
Submitted by: Jolene Francis, Director of Advancement – Enloe Foundation
Arah Barham
My name is Heather Dotson and I’m a night shift CNA on Third Floor. I
just wanted to pay the highest praise and compliment to our Nurse Manager,
Arah. I was talking to the charge nurse just trying to find a nurse to help
cover a patient for a nurse who was leaving when Arah came in early to
work. Without missing a beat within the first five minutes of her arriving,
she heard the conversation and accompanied me to the room and helped me
clean up a patient who was incontinent. She was ready and willing to help
me. She’s just very efficient and very helpful!
I just want to give her the highest praise of being the hardest working boss
I’ve ever experienced, the most hands on, and has the highest respect for
every single employee. She’s just such a positive, happy presence to our unit.
5 a.m. this morning she is there and just ready to help, she didn’t need to.
Is there any way to nominate her for employee of the quarter? Is there any
26 Enloe Medical Center Stories of Excellence
way for Arah to receive some special praise for the wonderful job she does
for our unit and organization?
Submitted by: Heather Dotson, CNA Third Floor
Staff at Wound/Ostomy and Hyperbaric Service
The following is a letter that was sent to me, received in 2012.
“As patients at the wound clinic/hyperbaric chamber, we would like to
take this opportunity to let you know how much we appreciate and value
the type of care we receive on a daily and weekly basis from the group of
professionals who treat us. From the Doctors, right through the nurses, aides
and office personnel, we are treated with kindness, warmth and respect.
While we have experienced this type of situation at other times and places,
never has it been on this level and consistency. The care, communication and
interaction between staff is exceptional. This also carries over to staff and
patient relationships. We feel like we are part of the family at the clinic and
actually look forward to the daily/weekly interaction with the doctors and
staff! In closing, we thought you might want to know about this exceptional
unit. They are a credit to the hospital and to themselves and ought to be
recognized as such! We really value them as people and professionals.”
Sincerely, the patients.
Submitted by: Jolene Nixon, RN, Director – Clinic Services - on behalf of the patients.
Baran Onder, M.D.
Following you as a student, I have seen the quality care that you provide to
your patients. Your confident and unbiased attitude puts patients at ease and
makes them feel safe. I have heard many patients compliment you on your
straight approach to problems - because you tell it how it is and at the same
time show them that you care. You have many exceptional qualities. You are
much appreciated even if you take a little bit more time with your patients
to ensure they get the treatment they need. I applaud your attitude and your
practice - especially in the acute care setting. It is always a pleasure to work
with you.
Submitted by: Jolene Nixon, RN, Director – Clinic Services – on behalf of James Pippin, RN,
Nurse Practitioner Student
Enloe Medical Center Stories of Excellence 27
Andy Hanf
Andy Hanf, physical therapist, last-wish granter and patient advocate, wears
many hats. Andy was working closely with a patient, her son and family. One
of the patient’s last wishes was to go outside, water the lawn and feel the
grass in between her toes. On a hot July day, Andy took his patient outside,
isolation gown and gloves in place, to honor her dying wish. In addition
to granting wishes, for the same patient, Andy was a patient advocate and
acted ethically. The son and family requested aggressive therapies, although
the patient requested otherwise. Once power of attorney was declared and
defined, he was able to support the patient in her decisions and end of
life wishes and preferences. I am very proud to have such an ethical and
compassionate co-worker on our staff.
Submitted by: Bridget Stanley, Physical Therapist - Esplanade Rehab Therapies
Richard Bennett
During high census, an Emergency Room admittance was sent up to a
room on fourth floor that was not yet clean, resulting in the patient having
to go back down to the Emergency Room. Housekeeping had just started
cleaning the room when Richard, Lift Technician from Team Lift stepped
in and began to help her clean it so that the patient would not have to wait
any longer for care. We were all very impressed and appreciative for his extra
help. Thanks Richard!
Submitted by: Jennifer Callas, RN - 4th Floor Med/Neuro
Lindsey Romani
Today one of our Surgical Techs, Lindsey Romani, received a wonderful letter
from a patient, sending his appreciation for her support and comfort that was
given while his epidural was being placed. PACU reported the patient was
asking over and over for her post surgery, and I remember him calling her
name as he was wheeled down the surgery hall.
Lindsey is a Surgical Tech, and really never has contact with the patients in this
capacity. Her innate compassion and competency was so well demonstrated
with her care of this patient. I have not told Lindsey about submitting this,
but I am sure I could ask her to get a copy of the note if needed.
Submitted by: Diane Lazos, RN, Surgery Services
28 Enloe Medical Center Stories of Excellence
Shelley Vandygriff
A patient’s wife shared a wonderful story about one of our Patient Access
Representatives, Shelley Vandygriff. The patient was directed by his
physician to report to the admitting office at 5:45pm for a procedure that
would be scheduled for 8pm that same day. The patient and his wife were
sent to the Emergency Department for assistance and came in contact with
Shelley. The wife stated, “She quickly evaluated the situation, contacted
the physician for clarification and was able to re-direct him to the nursing
supervisor to take the appropriate orders for medications, etc. Within 25
minutes his I.V. was started.”
The wife wrote, “I am taking the time to make you aware of how efficient,
effective, and compassionate this particular employee is....in conclusion I
would again like to thank you for Shelley Vandygriff as she was our hero
that day.”
Submitted by: Elise Debord, Patient Service Excellence, on behalf of the patient
Dr. Eugene
Eddlemon, Grant
Gillum, Jeanne
Jenkins, Douglas
Johnson, Jan Probst,
Dr. Katherine Soto
I came to Enloe to have
my catheter removed after
almost two years of IV antibiotic treatments. I had been to Enloe before
for routine exams such as X-rays, having a PICC placed and so on. But this
time my surgeon set the date for my surgery one day ahead of schedule and
when I arrived with my parents on the day of surgery – the orders were not
in. The front desk gals had to scurry to get everything in order.
I set in my mind right then that I better be prepared for everyone to be
upset with me because things hadn’t been set the way they should have. I
only sat in the lobby for about 10 minutes before a nurse came to take me to
pre-op. She got me settled on the gurney and tried to figure out what to do
because she had no paper work. She did an amazing job! Then Jan Probst,
Enloe Medical Center Stories of Excellence 29
RN, came in to get my IV in and got it on the first try. I am no easy patient
to stick and it didn’t hurt at all. My parents and I were very impressed.
Exactly on time, Cheetah (Douglas Johnson, Transporter) came to take me
to Surgery; and like he must do for all his patients, he made us laugh the
whole way there. When we got to surgery, I was super blessed that they let
my parents come with me as it’s sometimes a setting that calls for anxiety.
The anesthesiologist, Dr. Katherine Soto, came and introduced herself. She
was very sweet and wanted to know all about me and my parents. I felt
absolutely safe in her hands.
My surgeon came in, Dr. Eugene Eddlemon, whom I love, and a few other
nurses, all introducing themselves and got me into surgery. (Asheley – a
student was very sweet and professional, and Jeanne - also wonderful!)
The surgery went great and I woke up in recovery to very kind nurses. I don’t
remember their names, but they were so good to be there for my every need.
They got me pain medicine, warm blankets and what ever else I needed. I
was rolled down to another room where my heart was monitored for a while.
Grant Gillum, RN, was my nurse and he remembered me from a year ago
when I had my line placed. That is just one thing that makes Enloe amazing!
Needless to say, this experience was absolutely awesome. Not one person
treated me like I was a burden; as I am sure they had to move a lot of things
around to get me in. I felt like a VIP from beginning to end and I could not
thank them enough for all their hard work.
Sincerely,
Jordyn Ellyse Wagner
Submitted By:: Jeanie Del Casale, Home Care Services and Traci Hunt, Planetree Coordinator
– Patient Service Excellence on behalf of patient
Janice Walker - Project Save
Project Save is an organization that helps not only our community members
with equipment or supplies, but also other areas of the world. Janice is at the
warehouse every Tuesday from 9-12 like clock work rain or shine to prepare
shipments, receive donated goods or to give out donated equipment to those
in need. I am usually one of those in need. Janice always greets me with a
smile and then digs in to find me what I’m looking for. Janice has even gone
above and beyond on more than one occasion to get me the equipment I
needed, even though it was not a Tuesday. I still receive that great smile and
30 Enloe Medical Center Stories of Excellence
willingness to help me, so that a patient can go home with the equipment
needed to be safe at home. To try and state a specific time that Janice has
been wonderful would be difficult to do, as I feel that her dedication to
Project Save makes her special every day. Janice is an exceptional person and
I am glad that we have a volunteer like her in the community.
Submitted by: Lisa Goodwin - Rehab Case Management
Tanya Strishak
A frequently seen patient arrived disheveled, soiled, and unable to care for
himself. Tanya, RN, was walking through the emergency department to
assess any possible admit patients. Upon witnessing the patient’s arrival
and condition, she immediately offered to take the patient to the 1st floor
medical neuro shower, clean him and dispose of his soiled clothing. Her
compassion and empathy was above and beyond the standard commitment
- as this was not her patient, nor her department. She was a team player
without being asked and a true asset to Enloe and it’s core values.
Submitted by: Alli, Lynda, & Dr. Sandhu – Emergency Department
Adam Todd
On a Tuesday evening in October, our courier, Adam Todd, Print Services,
brought to the Behavioral Health unit some dentures that he had found in a
bathroom in the Emergency Department. The dentures belonged to a patient
who came through the Emergency Department on the way to Behavioral
Health. This patient was very ill and did not possess the wherewithal to
keep track of his belongings. Adam took the time to look around the busy
ED for the missing dentures, realizing that “teeth are very important”! We
very much appreciate the wonderful customer service, Adam. Thanks very
much!
Submitted by: Janet McMurray, RN, - Behavioral Health
Enloe Medical Center Stories of Excellence 31
Geralynne Rader
Prompt Care Bruce Road had a patient, a little girl, who was in a wedding
across the way. She had fallen and hit her head (she was OK). The little
girl had gotten her dress bloody, and the general family consensus is that
the dress was ruined. The little girl’s mother was the bride and they had
no other clothes for her. Geralynne, LVN, said “Well let me see what
I can do”. Geralynne cleaned the dress up with hydrogen peroxide and
it turned out wonderful. The family was so grateful since it was such a
special day in their lives.
Submitted by: Jolene Nixon, RN, Director – Clinic Services –on behalf of Heather Cook,
Promptcare Secretary.
Hortencia Garcia
In November we had a new patient admitted to Rehab who was Spanish
speaking only, and had some confusion, no family present and was unable
to use the cyraphone. The floor nurse and Dr. Chiapella needed help with
interpretation. Hortencia, LVN, clocked in early to assist with interpretation,
which provided patient centered care. I feel Hortencia went above and
beyond to provide patient centered care.
Submitted by: Elsie Mendonca, RN, Rehabilitation Care Nursing
AJ Edmondson, Al Jones, Geralynne Rader, Michele
Farrar, Suzanna Bailey, Binder Sumra
It was a cold day and an elderly man with a service dog came into the clinic
not feeling well. The staff: AJ - RN, Al – Clinic Technician, Geralynne
– LVN, Michele – Nurse Practioner, Suzanna – Clinic Technologist, and
Binder – Diagnostic Technologist, took care of the man and helped him feel
better with fluid rehydration and some food. The whole staff knew that it
was going to be really cold and freeze warnings were in effect for the whole
county. The staff called the shelters and the social worker, but they weren’t
able to give him shelter due to the dog not being licensed in the county. Staff
wanted to do something to help the patient because they did not feel it was
right to let him go without shelter. So, the staff pulled together money to get
32 Enloe Medical Center Stories of Excellence
him a 2-night stay in a hotel, food for him, food for the dog, and a free taxi
ride to the hotel. The patient was very grateful for what the staff did. Also,
the staff felt really good helping someone in need.
Submitted by: Suzanna Bailey, Clinic Technician, - Cohasset Prompt Care
Judy Cline
I was concerned about the lack of helmets being worn by students riding
bikes at my daughter’s junior high school. I had discussed the issue with
the principal and PTA and had met a road block. I then spoke with Judy
Cline, RN, Trauma Coordinator, about my concern and within a week
she had developed a program to help address the problem. As part of their
community service requirement, paramedic students will be handing out
coupons obtained from local businesses as rewards for students wearing
their helmets at the three junior high schools in the community. They will
also be handing out helmets to students that don’t have one. This is just one
example of the many times that Judy has seen a problem, come up with a
solution and implemented it. She does a remarkable job in coordinating the
trauma program at Enloe. She is a true asset to Enloe in so many ways.
Submitted by: Sharon Kaplan, RN – N/TSICU
Roxanne Roberts
A couple of months ago, my dad was in a car accident on highway 32. The
car had flipped over and he was unable to get out and was understandably
panicking. Roxanne, Resource Lab Assistant, happened by the scene of the
accident on her day off and stopped to help. She stayed with my dad and
comforted him while waiting for Emergency Medical Services to arrive.
She also contacted my department to get a hold of me per my dad’s request.
They were able to get a hold of me and I was able to make it to the ER even
before my dad arrived. My father and I are both so grateful for this act of
kindness at a very scary time.
Submitted by: Sharon Kaplan, RN – N/TSICU
Enloe Medical Center Stories of Excellence 33
Cindy Weaver
The Cookie and Flower Lady
- She is known as the educator
who is a fabulous baker. I’m
talking about Cindy Weaver,
RN, Education Coordinator.
For years she has been baking
delicious treats for the classes
she teaches. Over the years
her baked goods have traveled
outside of the classroom. Cindy will frequently take a plate of yummy treats
to the command center, administration, various places when it is high census,
we are moving into the Magnolia tower and a variety of other reasons.
Her most popular cookie is a ginger snap with chewy caramel bits. People
like and crave this cookie so much, it has been nicknamed “Heroin”. No
one asks her to make these delicious treats. She does it because it makes
people smile. In the midst of a hectic day, it brings happiness. During the
summertime months, you might find a surprise on your desk, her signature
flower arrangement ~ roses and lavender from her garden. She has been
known to load up the supply cart and travel around the hospital delivering
flowers, once again to make staff happy. I have witnessed so many people
smiling from these simple acts of kindness. And maybe it’s just as simple as
that ~ kindness of a gift. Cindy Weaver is a gift to Enloe Medical Center.
Thank you for the kind, caring person that you are.
Submitted by: Mary Latimer, Director - Education Center
Clea Marie Calkins,
Sarah Johnson,
Susan Miller,
Derek Stanley, Alan
Williams
Very seldom do I hear anyone
mention how amazing the
conference center looks, or
how organized each and every room is in the building, ready for the next
34 Enloe Medical Center Stories of Excellence
group. Little things like a clean restroom and clean floors are what set the
standard for Enloe as a whole, and welcome our community. I will never
hear anyone complain that the overhead projectors don’t work, because the
staff is trained to use an industrial lift to change them. Our doctors would
agree when I say the Victorian house is always in top order. Each room is
turned over, vacuumed, scrubbed and fresh bedding set, welcoming the next
important guest of Enloe.
The reason I am nominating all the Liaisons, is because it takes a team
larger than they have to keep the conference center and Victorian house in
the pristine shape they are in. I know how hard they all work, I used to work
there. The Liaisons at the conference center pride themselves on setting
a positive example to our community through building an environment
that exudes excellence around every corner. Positive attitudes and a pure
willingness to please are the bolts that hold it all together.
Submitted by: Gary Smith, Medical Laboratory Assistant - Hem/Onc
Tammi Newsum
Earlier this month, I was
admitted to Enloe for the
delivery of my third child.
My two previous delivery
experiences with the nursing
staff were nothing short
of wonderful, but this last
labor/delivery was the best
yet. Tammi, RN was the
nurse assigned to us and
she was beyond wonderful. We met first thing in the morning at the
beginning of her shift. Tammi was with us throughout the day as my
induced labor slowly progressed. She was personable, funny, attentive,
reassuring, and most importantly, very focused on the task at hand. She
got along great with all the visitors we had in and out of the room that day
and we all really enjoyed her easy going nature. My husband and I both
felt very comfortable with her, which made the whole day so much easier.
My first two children were born via pretty uneventful and easy vaginal
deliveries and that is how we thought this one would go as well. However,
that was not the case. Tammi checked my dilation in the evening and
Enloe Medical Center Stories of Excellence 35
discovered that the baby was presenting with his eyebrows/nose instead of
the top of his head. She immediately alerted my doctor who then confirmed
we would have to deliver the baby via c-section. I was very scared and
nervous, but Tammi answered all of our questions and continued to provide
me with the warm, caring support as she had given all day. At this point,
it was nearing the end of her shift and I was saddened when I realized that
Tammi would be off work soon and not be there for the birth of our child.
Even though we had met her that morning, through the course of the day’s
events, she had really become a great support person for us and we (my
family and I) were glad to have her there. I mentioned something to Tammi
about how she was almost off work and could go home to see her family, but
she informed me that she was going to stay with me through the c-section.
We were stunned that she would do such a thing. Here she had already
worked an entire 12 hour shift taking care of who knows how many people,
and yet she was going to stay even longer.
The whole c-section process was a pretty scary situation, especially before
and after my husband was allowed in there with me. However, during
those times, I remember Tammi being by my side, talking me through
everything, reassuring me, and just being a calming, warm voice. Her
support was incredibly valuable in that I didn’t feel so alone and frightened
by the situation. Just as she said it would, the surgery went perfectly and I
gave birth to a very healthy baby boy named Henry. By the time everything
was said and done, it was after 10pm when Tammi came into the recovery
room to tell us she was finally going home for the night. She stayed longer
than most of my family!
Tammi was amazing and I can’t think of a way to say thank you that would
demonstrate how much I appreciate it, so hopefully this email can do
that. All of the nurses we met during the duration of our stay were truly
wonderful, caring people and that made each experience of child birth very
special. However, Tammi stands out for going above and beyond what we
could have expected. We are so grateful for Tammi and everything she did
for us.
Sincerely,
Melissa & Andy Council
Submitted by: Tracy Weeber, RN – Director, on behalf of Melissa and Andy
36 Enloe Medical Center Stories of Excellence
Claudia Villegas
Claudia offers so much more than
her stated job description of Clinic
Tech. Her bilingual, bicultural
skills and knowledge make her an
invaluable part of the team. She
is able to empathize and remove
cultural barriers that can impede the
process of providing health care. Her
ability in treating children can be
described as magic. Imagine the ambulance crew on the other side of the curtain,
called to transport a 7 year old child so scared and combative we were unable to
administer a needed respiratory treatment. Her exhausted mother burst into tears
when the transport was suggested, (it was the end of a long work day for her).
Nursing had tried all the tricks they knew to no avail. Claudia stepped in and
quickly gained the trust that no other staff was able to achieve and averted the
transfer. To say the mother was grateful is an understatement.
When discussion of reorganizing our work area began, it was Claudia who jumped
in and rethought our design and improved our work space. Claudia has also taken
on ordering our supplies, again improving the functioning of our clinic. As the
cold months came upon us, discussion of the need for warm clothing for our needy
patients began. Claudia was cleaning out her closets at home one afternoon and
decided to bring some clean, gently used clothing, socks, gloves, umbrellas, etc. to
the Prompt Care for homeless patients that may be in need. Claudia put together a
flyer, let other employees know and organized a clothing collection drive, collecting
warm socks and jackets, etc. for needy patients. Prompt Care now has a supply of
items for patients who are homeless or come into the Prompt Care wet from the rain.
A father brought his children in, as one child needed wound care. Claudia noticed
they had floppy, inadequate shoes for the cold weather. The next few days when the
father returned the child for a wound recheck, she had shoes waiting for them. The
other evening a homeless gentleman came in and was extremely grateful for the
warm pair of gloves that he received.
The most wonderful gift of all that she gives at work is her ready smile, consistent
helpful attitude, and presence that staff appreciates and admire. Her kindness,
humor, and work ethic shine through every day that we are blessed to be with her.
Submitted by: Kathy Buck - RN, Nurse Manager - Prompt Care and Kristin McMillan –
EOC Promptcare
Enloe Medical Center Stories of Excellence 37
Sandy Sehorn
I never knew what it was like
to be on the receiving end
of needing comforting and
reassurance until September. It
happened so suddenly during
a weekend, and within hours
my carefully balanced and
scheduled life was in disarray.
Our family received news by
phone that my grandmother who lives overseas was in ICU and might not make
it. This resulted in my mother’s hypertension skyrocketing and we ended up in
ED for fear of a stroke. The situation continued to snowball, affecting my entire
family, both extended and immediate.
So first thing Monday morning and with no appointment, I sat in the waiting
area in Human Resources to ask if I could see anyone who could help me because
I needed time off from work. I must have looked awful because I was shown into
Sandy’s office within minutes. I was worried about my job, but at the same time
anxious because I didn’t know what to do with everything that was going on with
the family. Sandy sat me down and while I talked about my issues...how I need to
take care of my mother, but then I have work and I didn’t know what to do, I also
had children, etc, etc. How many of us who work have children and spouses to take
care of, parents to care for, on top of maintaining our jobs; the different roles and
hats we wear in our busy lives. And at that moment, my work-family balance was
crumbling. I knew I probably sounded crazy, rambling on and on, but Sandy was so
kind. She listened to me and never rushed me as I talked about my dilemma.
After I was done telling her my problems, she gently set my mind to rest and told
me what options I had. She made me feel that everything was going to work out,
that I wasn’t going to lose my job and that I could take care of my family. It amazed
and humbled me to know that the organization I worked for valued me enough to
help me find the time to take care of it all. As employees of Enloe, we take care
of people. But Sandy and those in Human Resources... they take care of us, the
employees. And in a time of need, Sandy was one of my anchors. Sandy was the
embodiment of compassion, concern and reassurance. I cannot even imagine how
many times she must do this, helping out employees get their lives back in order. I
just wanted her to know how much I appreciated her being there for me.
Submitted by: Barbra Maguire, RN, Clinical Educator - Education Center
38 Enloe Medical Center Stories of Excellence
Jordon Spencer
Yesterday during our staff meeting the following story was brought to
my attention when we started our meeting with “Stories of Excellence”.
Recently during a cold rainy night a patient was being discharged whose
clothing was soiled. Therefore, that patient was going to walk home in the
rain the two blocks wearing only a patient gown. Jordon, Admitting, went
and got his wallet and called a taxi for the patient so that he would not have
to walk home in the rain with little clothing. The taxi driver was inspired by
his generosity and offered to take the patient home for free.
Submitted by: Ehren Hawkins, Manager - Admitting
Paula Thiede
Paula Thiede, RN, is always so caring and considerate of her patients and
her fellow employees. She volunteers to help other nurses and CNAs, even
before I ask for extra help. She is a cheerful and very pleasant nurse, who
strives to give her patients the best care she can give. Recently, there was a
patient on the 4th floor who was worried about his cat. He was concerned
that the cat was not being fed, while his owner was in the hospital. Paula
assured the patient that his cat would be fed. After work, Paula drove to her
patient’s house and fed his cat. Kudos to Paula!
Submitted by: Teri Ford - 4th Floor Oncology/Pediatrics (NOC shift)
Tom Whittington and Elizabeth Rose
Christmas is always such a stressful time for families that have someone in
the hospital, but it may be even more stressful for family members admitted
to Behavioral Health. This year our charge nurse Elizabeth Rose, RN,
extended the visiting hours, allowing the families and patients to spend
more time together. Our mental health worker, Tom Whittington, asked if
staff would donate their dinner meals the hospital provided them. The result
was family and visitors eating together in the dining room, creating and
sharing wonderful memories. It was such a good experience, and a tradition
we should continue every holiday.
Submitted by: Patti Nordquist, RN - Behavioral Health
Enloe Medical Center Stories of Excellence 39
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