stories of excellence 2014 - enloe medical center...2 stories of excellence | 2014 andrea schulken,...

Stories ofExcellence

2014

2 � Stories of Excellence | 2014

Andrea Schulken, Brid Power, Sharon Frei and Norma Cibrian

A 37 year old patient, mother of a 6 year old and a special needs child who is 12, was going to need to remain in the hospital over the Christmas holiday. When asked what she wanted for Christmas, the 6 year old said that all she wanted was for her Mom to be at home for Christmas. Andrea Schulken, RN - Oncology Pediatrics, was charge nurse that day, and had the idea to make Christmas at the hospital special for the patient and her children. Andrea obtained permission to select some toys from those donated to the pediatric unit. With the help of Case Management employees Brid Power, Sharon Frei and Norma Cibrian, a gift was selected for each girl and a game for them to share, as well as a beautiful red tulip plant for the patient. A volunteer wrapped the gifts, and they were presented to the family when the girls arrived to visit on Christmas Day. The kids were thrilled with their gifts. Andrea went out of her way to orchestrate the best possible Christmas for a family that could not have their mother with them at home.Submitted by: Barbara Haskin, RN – Oncology/Pediatrics

2 � Stories of Excellence | 2014 Enloe Medical Center � 3

Babette GibbsI would like to acknowledge Babette Gibbs - Special Buyer, Purchasing. She exemplifies the Planetree values. As you may know I am newly back to management and Prompt Care had an urgent need for an EKG lead wire. Due to the fact Cohasset Prompt Care has one of the last surviving Marquette 12-lead machines; bio med did not stock replacement wires. This malfunctioning lead made every patient EKG report suggest the patient was having an anterior Miocardial Infarction (heart attack)! Bio Med provided the ordering information. I did not know who the responsible buyer is for the Prompt Cares; so I just started calling extensions in purchasing and Babette was the first to answer the phone! She was so pleasant and understood the urgent need for a replacement and made it her prioroty. The part is not commonly ordered and was not in the system; she promptly called the company and the part was ordered with overnight shippping within 5 minutes of my contacting her! I cannot than her enough. GREAT JOB!!Submitted by: Natalie Streeter, Nurse Manager – Prompt Care Clinic

Janet GlazinerJanet Glaziner, RN – Enloe Outpatient Center Cardiac/Pulmonary Rehabilitation, is a long time employee of Enloe Medical Center, twenty plus years, who has always shown dedication and enthusiasm in any job she does. Besides working for Cardiac Rehab and the Coumadin Clinic at EOC, Janet spends some days working for the Heart Program by providing education to post stent, pacemakers, AICD and heart surgery patients. She also helps the Cardiac Administration office with follow up calls, data analysis and quality improvement issues. It is in this small office that this story begins. With the changes in healthcare, pay for performance and the need to decrease readmission rates for the financial welfare of the hospital, Janet decided to take


on the challenge. She recruited members from pharmacy, cardiac rehab, nursing and physician assistants to educate the cardiac surgical patients. She herself, took on the challenge of educating the staff at 15 outside facilities to better improve our partnership with them and decrease those readmits. She continues to visit our patients when they are discharged to Rehab/Skilled Nursing Facilities, which has made a tremendous impact on how patients see what Enloe is really about. Since 2012 the cardiac surgical readmission rate has decreased from 17.3% to 10.5% and those readmissions that are related decreased to a rate of 3.5%. Financially this has been a blessing for Enloe, but more important it has shown the communities of Chico, Paradise and Oroville, that Enloe is there for the individual. I am proud to work with Janet and to nominate her in the Stories of Excellence. Submitted by: Pablo Zubiate –CV Surgery Coordinator,Cardiovascular Services


Dr. Christian CastilloWe had a very challenging case of a patient with a communicable disease in which Dr. Castillo recognized from early onset. This early diagnosis and action resulted in minimal exposure to staff and patients. He worked collaboratively with the local health department to assure the patient could go home as soon as possible. After patient went home, a relation of the patient needed the same kind of treatment as the patient, but did not have a primary provider to accelerate the treatment and diagnosis process. The family member was not Dr. Castillo’s patient, but after learning the need to begin treatment ASAP, Dr. Castillo admitted him as outpatient for a PICC line placement. The family member was then able to begin treatment much sooner than if he would have had to wait to retain a primary provider. The local health department praised Enloe for the teamwork that was accomplished in this very sensitive endeavor. Thanks to Dr. Castillo and all those involved with this case. Not only did he give great care to the patient but he reached out to meet the needs of the community also.Submitted by: Susie Benson, Infection Prevention Coordinator,Quality Management

Marge Chapman Mrs. Chapman, Volunteer Services, has been hand-making large Christmas stockings, hats and baby booties for the Nettleton Mother & Baby Care Center for over 20 years. With these wonderful gifts, we are able to bathe babies and then deliver them to their parents inside the stocking during the holiday season. You can imagine how emotional and excited families are when the presentation is made. The love that she sews and crochets into these lovely items warms the hearts


of all involved and reminds us of the true meaning of Christmas! Everyone from the Mother & Baby Care Center wants to show our appreciation to Marge for her gift each year at Christmas to new parents and for brightening our lives!Submitted by: Tracy Weeber, RNNettleton Mother and Baby Care Center

Leela Kemp-JenningsOur unit received this beautiful bouquet of flowers from an appreciative patient and his wife as a thank you for the excellent care that he had received from the nursing staff. We enjoyed it for several days. Leela Kemp-Jennings, Monitor Tech – ICU/CCU, had a great idea of passing on our beautiful flowers to one of our patients who was elderly and was soon going to make some serious end of life decisions because of a terminal illness. She asked me if it was ok to give our bouquet away. At first I thought: “Why give it away?” It was given to us and it made me


proud of our nursing staff when I looked at it. But her purely good intentions of trying to make this patient feel better by brightening her day and room with our flowers made me stop and think – “Why not?” Someone else can get the same warm feeling inside when they looked at them as we had. I never would have thought of doing this and it made my admiration of Leela grow even more, to think that someone so young can be so considerate of another. So we passed them on.Submitted by: Linda Hunsinger, RN – ICU/CCU

Kevin Sterling

I am a Chico State intern doing a semester at Enloe Home Health. I had several projects for my internship that I was working on leading to graduation in May. I had them saved on my desk top in Home Medical Equipment and did not know that they weren’t being backed up daily. Last week my computer died. Kevin Sterling, Informational Services, Technical, came and set up a new one. I explained to him that I needed my file off of the old computer, but he said


that the computer was totally dead and nothing could be retrieved from it. I was devastated. I did not know how I was going to recreate all that work and still accomplish all that I needed to by the end of the semester. About an hour later, Kevin called from his office. He had decided to try and see if he could get my desk top to open up and I believe a miracle occurred. He told me that when he first turned on the computer it appeared to be completely dead. He went about doing other work but then noticed that my computer was working. He called me to ask which file I needed, retrieved it, and sent it to me. This was above and beyond the call of duty and he is my hero. Enloe is so fortunate to have such outstanding employees that are dedicated to excellence. I feel very lucky to be here amongst them.Submitted by: Leanne Thayne, Customer Service Representative, Home Health/Home Medical Equipment

Food and Nutrition ServicesTo the Culinary Staff at Enloe:Do you wonderful folks realize what a HUGE job you have? And more important, do you know what a GREAT job you are doing? I get my menu (for the next day) at breakfast and while I eat, I think, then write and mar all over that menu – too much probably. You have the nearly impossible task of reading (and understanding) my “chicken-scratch” marks and making appetizing meals from it – which I am sure is not easy!I am an RN, and understand how important nutrition is to healing. And you folks make it possible – even with dietary restrictions! I am lucky to be on an unrestricted diet and you always find, read and send my requests so that I eat well….Thank you so much. You work behind the scenes – but I know you are there and I APPRECIATE You!Submitted by: Debbie Silveira, Director-Food and Nutrition Services, on behalf of the patient


Roberta Gamache, Joanne Joksch,Jennifer Nemeth

“I want to express my utmost gratitude for your efforts in getting me to my daughter’s graduation from nursing school. I am so proud of her. God bless you.”This was a thank you note from a patient who very much wanted to see his daughter graduate from Nursing School on December 20, 2013. In our efforts to assist this patient in seeing his daughter graduate we learned that if he left the hospital to attend the graduation that he would be leaving “against medical advice” and further care would not be covered by his insurance. In our efforts to meet our patient’s needs we explored options such as having the dean of the school come to the hospital to have a ceremony here. But the patient was adamant he was going to the ceremony. With much discussion and brainstorming of options by our nursing leadership team, it was determined that the safest way to get him to the graduation while maintaining his appropriate level of care would be to send him under the care


of an ACLS nurse while maintaining his inpatient status. Roberta Gamache, RN Charge on DCU, volunteered to be the one to accompany him to the graduation site and to the reception following. Joanne Joksch, RN – Surgical Care Unit and the Case Management team helped coordinate the transportation. His primary nurse, Jennifer Nemeth, RN – Surgical Care Unit, worked with the physician to adjust the times of two of his IV medications to coincide with his schedule. His son brought clothing for the occasion and at 1530, he was off!It took some very tight coordination to have this happen, but it went off smoothly and provided the best care for this patient. He was going to see his daughter graduate no matter what and Roberta reported he had a safe and wonderful time!Submitted by: Arah Barham, Nurse Manager, Surgical Care Unit

Christine Smith, Jennifer Lazdins, Megan Anderson, Brandy Dao, Andrea KennedyI would like to express my sincere appreciation to all of the nurses and CNAs that cared for my mother while she was in Enloe Surgical Care Unit recovering from hip surgery. Everyone was very compassionate and caring and made her feel as comfortable as possible. I would especially like to thank Megan Anderson and Christine Smith, RNs for the extra care I feel they provided, as well as answering the many questions and concerns my family had. Unfortunately, my mother passed away from pneumonia a couple of weeks after but I know that everyone provided the best care possible during her stay there. I would really be grateful if you could pass this message along to those people listed below. Thanks so much!Submitted by Arah Barham, RN-Surgical Care Unit,on behalf of the patient


Dr. Lydia Schrader and Julie Ryals

A while back I found a lump in my breast. Like a good nurse, wife and mother, I ignored it; hoping it would go away. When it came time for my annual checkup, the lump was also noticed. My nurse said it should not be ignored and referred me for a mammogram and diagnostic ultrasound. The findings were not ordinary and so I was then referred to Dr. Schrader, Breast Care Services. I work on the in-patient oncology unit so my imagination was running wild. I was told that a wonderful nurse named Julie would be contacting me. She said: “Julie is great and Dr. Schrader is great too”. Sure enough, I received a call the next day from a woman who identified herself as Julie Ryals, LVN, from Dr. Schrader’s office. She discussed my mammogram and plans for a follow-up, and set me up for the appointment. When I arrived for my appointment, this very cheerful and approachable woman opened the door and called my name. I stood and she reached her hand out saying “Hi Shannon, I’m Julie”. I was so relieved to have received a phone call from Julie and then to be greeted by the same woman. I felt that my nurse


had placed me in good hands. I was very nervous before and during the appointment, but Julie had such a calming presence that I found myself talking and laughing with her. Soon Dr. Schrader arrived in the room. She was so confident and friendly. She spoke to me like a real person, like we were old friends. She reassured me that my findings were nothing to worry about. I had an additional appointment with this team several months later. As before, I was greeted by Julie. When she took me in the room she asked me if I had broken any more bones riding quads or snowmobiles. I was so impressed that Julie remembered personal things about me. She made me feel like a person, not a diagnosis. As before, Dr. Schrader was amazing. She has this presence that immediately lets you know she has everything under control and you will be fine. I believe that this team of Dr. Schrader and Nurse Julie has a gift. I am so happy to know that people in our community that are facing difficult journeys, such as a new diagnosis of breast cancer, will be cared for in the capable hands of this team. They truly understand and demonstrate Patient Centered Care. I agree with what my nurse said in the beginning…”Julie is great, Dr. Schrader is great!”Submitted by: Shannon Doyle, RN, Oncology/Pediatrics

Nancy McGhieI work in Guest Services and we get calls from visitors every day to locate patients. In February, we got a call from a caregiver of a patient trying to locate her. The location of the patient was not familiar to me and the caregiver said the patient was going to have surgery. I then went to talk to the Charge Nurse of Recovery, Nancy McGhie, who helped me with searching for the patient. Nancy found out that the patient was not having surgery at the Main Hospital but the patient was still coming up in the computer as an admit. I


stood next to Nancy while she was determined to locate the patient and find out accurate information on where she was located. After about 25 minutes of searching, she was able to locate the patient. The patient’s location was never updated in the computer. Nancy then called the patient’s caregiver and told her about where the patient had been and where she was getting transferred too. Nancy’s act of kindness to help a worried caregiver of a patient helped relieve stress for a family and showed how caring she is. Her concern and thoughtfulness is a great example of excellent clinical care and Planetree!Submitted by: Jenna Renzulli, Volunteer Services

Melissa Escobedo and Patti Rehse

This nomination is for Melissa Escobedo, Business Informatics Specialist and Patti Rehse, Pharmacy Tech Informatics Analyst. Both Melissa and Patti have gone above and beyond in their IT support at the Cancer Center. In October 2013, through a series of unfortunate events, a critical system implementation at the Cancer Center was not going well. This was impacting patient care delivery and the clinical staff were, understandably so, at critical mass. The magnitude of the issues were complex, inter-related, and it was obvious there were going to be no quick fixes. The degree of difficulty with


this situation was made all the worse as the layers of the problems were peeled back to reveal challenges beyond just being purely Information Technology based. Clinical work flows and other considerations would need to be addressed as well. From an IT perspective, I knew this was going to be a full time job for at least two people. When I approached Melissa about assisting, she was positive and willing to do whatever was asked of her, even though she had many large, complicated projects and upgrades she was involved in. Patti was also pulled in due to her expertise with the medication regimen builds and overall Pharmacy workflow expertise which were proving to be a significant part of the problem. Over a period of weeks, both Patti and Melissa jumped in head first with identifying and resolving the multitude of issues. They showed patience, dedication, commitment and perseverance to put a proper troubleshooting and problem resolution structure in place. The problems were so severe, it took about 3 months of very long hours and highly stressful days for the tide to slowly turn, but, slowly it did. Things began to improve as Melissa and Patti learned the existing workflows, developed new workflows, studied and learned the Cancer Center applications, in particular, Varian Medical Oncology and Radiation and Oncology and began to put in place proper system programming and design. They both gained the trust of the Cancer Center teams through their hard work, including developing a direct phone line for frustrated computer users to call them if they needed immediate assistance. I have been working in IT for over 20 years, the dedication, skill, determination and hard work on this challenging project with difficult circumstances is some of the most impressive work I have seen. In large part due to the dedication and hard work of Melissa and Patti, I can happily report that today the Cancer Center is in good shape not only from


an IT perspective, but from a long-term, sustainable support model. The community and Enloe are in a better place today because of these two dedicated employees.Submitted by: Tony Evans, Chief Information Officer, Information Services

Alex AlbarranI would like to nominate Alex Albarran, Case Manager-Social Worker. I work in guest services and am a supervisor to the volunteers at the Esplanade site during the PM shift. In April, one of my volunteers brought an elderly man in a wheel chair to my desk to let me know he was here for an appointment with the Trauma Clinic. I then told him that the Ortho Trauma Clinic was located at 1600 Esplanade. After talking to him for a couple minutes I found out the B-line dropped him off at main lobby by accident, thinking his appointment was at the main hospital. The patient had a boot on his leg and a walker and clearly could not walk for long. I told him we would make some calls and make sure he arrived on time to his appointment. I then got a hold of Alex. I told Alex what was going on and how the patient was dropped off at the wrong facility. After giving him more information on the patient and letting him know there was no way the patient could walk there, Alex helped with setting up transportation. He said he would call me back. After about 5 minutes, I received a call from Alex saying he set up transportation for the patient by taxi and it would be arriving in about 10 to 15 minutes. Alex, being so sincere and helping us make sure the patient got to his appointment on time, showed how caring and how dedicated he is to patient centered care and helping others. In addition, all of this was being done during Alex’s lunch break!!!! The volunteers and I want to thank him so much for showing us a great example of Planetree and being a great addition to Enloe Medical Center!Submitted by: Jenna Renzulli, Volunteer Services


James Heizer and Tom Whittington

After the bus crash in Orland in April, many students who had been treated for minor injuries were stranded in Chico waiting for their families to arrive from southern California to come and take them home. Enloe did the right thing and housed these kids in our Emergency Room, asking for volunteers to care for them - a special assignment. James Heizer, Licensed Psychiatric Tech and Tom Whittington, Mental Health Worker, who had both just started their shift at Behavioral Health, volunteered to leave their home unit and float to the Emergency Room.James and Tom were given only one direction, to “do the right thing”. Having a licensed psychiatric tech and mental health worker at this crucial point was the best solution for these kids. They were perfectly positioned to help handle the shock and to understand the unique


needs of someone in crisis and help facilitate the start of the grieving process. They helped to provide the students with food, and distribute clothes and shoes that had been donated earlier, as many had to walk away from the crash with none of their belongings. Tom offered the use of his tablet so the teens could check in with loved ones on Facebook, letting them know they were safe, or even just letting some surf the web to pass the time. James and Tom had spent the entire night giving support, listening to the stories, letting the students talk and start the grieving process at their own pace. By the end of their shift only 2 students remained.The feeling after that night was one of pride as James and Tom stated how proud it made them to be a part of something so rewarding. James and Tom deserve recognition for going above and beyond to “do the right thing” for our patients.Submitted by: Elizabeth Rose, RN-Behavioral Health

Rosie KeeneI’m writing in regards to Rosie Keene, a secretary in the Emergency Department. In the last week of April, the ER had a blind patient that was being taken home by their caregiver. The RN for the patient had helped gather up the patient’s belongings and the patient was sent home with their caregiver. When Rosie was about to leave, the staff had noticed that the patient’s white cane was left behind. Even though Rosie was not in direct care of the patient, nor was it her oversight that left the cane behind, she clocked out and drove the cane over to the patients home. This is a great example of going above and beyond for our patients, even after they’ve been discharged from our care.Submitted by: Anonymous


Vincent Commendatore, Ahmad Saboori

Mrs. H. called today to tell me that her husband passed away on Monday night and that the care she and her family received on the first floor was exceptional. The staff provided support and help for her whole family. Her son and daughter-in-law both spent the night with her husband on two of the nights he was an inpatient and staff continually checked with them to see if they needed anything (coffee/breakfast/a hug). She shared that her husband was able to come home under Hospice care and passed away at home Monday night, which is what he and the family wanted. He was able to be home to celebrate their 53rd wedding anniversary on Monday, surrounded by family, including three of his grandchildren, which ended up being an impromptu celebration of his life. Her husband knew he was home and he knew it was his anniversary. Mrs. H. was appreciative of all staff, but was especially


complimentary of Vincent Commendatore, RN – Oncology/Pediatrics, a male nurse on first floor who went beyond the call of duty, checking on her husband frequently and staying longer to support the family. Vincent wanted to be there when her husband was transferred home and that occurred, which the family appreciated. Mrs. H. shared that Vincent was a “gift from God” whose true calling was to be a nurse and that was reflected in the way he cared for her family. Ahmad Saboori, Respiratory Therapist, was also notable, as he was providing the family with straight talk, a loving way and even accompanied her husband home in the ambulance.While this is a difficult time for Mrs. H., she wanted to make sure the Administration and staff knew how much she and her family appreciated the wonderful care they all received. She said this is not the Enloe of old and she’ll argue with anyone who says it is.Submitted by: Henri Henderson, Executive Assistant on behalf of Patient’s wife

Mona MartineI have just completed my fifth session at Arthroswim. I have already seen improvement in my mobility that I didn’t think would be possible. Ms. Mona Martine, Recreational Therapist - Rehab Therapies, instructs us in this class and I want to acknowledge her as an excellent instructor. She explains what we’re doing and why we’re doing it. AND, as an added benefit to me personally, today I realized I was also able to take deeper breaths of air. I do not have a known respiratory problem, but somewhere in the past five sessions, something happened that today I suddenly realized I am breathing better. I am so thankful for this program. We as people are quick to complain when something doesn’t suit us just right. I think we should be quick to compliment when something is of great benefit to us. Submitted by: The Patient


Heather Doss and Shannon DoyleShannon Doyle, RN, Oncology/Pediatrics was up in Butte Meadows and Philbrook Lake area with her husband. They were doing some off road riding in their dune buggy and had stopped to decide where to go next. A man on a quad runner approached them and said: “There is a man coming down in a blue Dodge truck. He has a seriously injured man in the back seat. The man was cutting down trees and one of the trees kicked back and hit him in the stomach. When they pass this way can you please stop the driver and tell him to turn left here and take him to the clearing at the four way intersection?” Shannon and her husband waited on the road and when the truck approached, Shannon stopped the driver, relayed the instructions and identified herself as a nurse. The driver drove the couple of yards to the parking area while they followed. Once they were all stopped, Shannon got in the truck and assessed the man in the back seat. He was conscious, shivering and in lots of pain. His lower abdomen was firm and he stated that he felt “bubbling and leaking” inside his abdomen. She had covered him with a sweatshirt and a flannel shirt she had found in the truck, and then felt she didn’t have a lot to offer him other than calling for an ambulance or helicopter. Everyone was aware that there was no cell phone reception. The camp host at Philbrook could not get his satellite radio to get a signal either. At this point a woman walked up to the truck, calmly and with confidence and said: “I heard someone was injured and might need help, I am an Enloe nurse… is there anything I can do?” Shannon had not met Heather Doss, RN, Surgical Care Unit prior to this. When she discovered that she was an SCU nurse, Shannon thought: “Oh, yay, now there is someone who deals with


bellies.” Because of Heather’s calm demeanor and obvious competence, Shannon felt comfortable leaving the man in her hands so she could go call for help. Shannon was able to make contact with both 911 and our own Enloe dispatch, to confirm that a helicopter was on its way. As Shannon and her husband headed back toward the spot they left the group – they saw the helicopter flying away. They also saw the ambulance crew and confirmed that the gentleman had been airlifted to Enloe. Shannon and Heather, and the others in the area, took time out of their personal recreation to help this gentleman in need! Go Enloe.Submitted by Shirley Hansen, RN- Senior Director Nursing Services


Tiffany CapuanoTiffany Capuano, RN - Infusion Therapy and the Enloe Fountain Infusion Center nurses, through integrity, respect, and empowerment, have helped build the strong foundation that is the Enloe Fountain Infusion Center. This solid foundation holds some of Enloe’s best nurses, who hold close the same beliefs; beliefs that there will always be a clear focus not only on patient safety, but on the emotional wellbeing of each and every patient that crosses their path. I say crosses their path instead of enters their doors, because I have, on numerous occasions, noticed these same nurses giving their compassion and emotional assistance outside our doors. Tiffany and the nurses at Enloe Fountain Infusion Center don’t seem to turn on and off their kindness, I believe they are just special people who truly care and who truly exude the positive qualities of Enloe! Tiffany and the nurses at Enloe Fountain Infusion Center hold high the mission of Enloe; To Improve the Quality of Your Life Through Patient Centered Care. They also value our vision of making Enloe Medical Center the first choice for health care. I see these amazing nurses treat patients like family, which gives me a great feeling when I see them sit down with one of my family members.Submitted by: Gary Smith, Medical Assistant - Hematology/Oncology


The Human Resources StaffWorking in Human Resources allows my co-workers and I to support our hospital’s initiatives by ensuring Enloe caregivers are well taken care of so they can focus their attention solely on the patients. I always knew I was very lucky to have the amazing co-workers I do but recently, they took the phrase “patient centered care” to a whole new meaning.After having multiple medical setbacks, I finally hit rock bottom and was rushed to Stanford Medical Center’s emergency room and underwent another surgery. Unfortunately, things did not go as planned and I was in the hospital for an extended amount of time. All I wanted to do was go home and recover in my own bed. My doctors finally agreed to let me go, knowing that Enloe was right around the corner. Even though I was not 100% better, I was thrilled to get released. When I arrived home, my family brought over a huge care package from my wonderful co-workers filled with words of encouragement and gifts from the heart. That had to have been the first time I smiled in a long time, I felt so loved and cared for. That next evening, I came down with a 102 temp and was brought to Enloe. As soon as my coworkers got word that I was admitted,


they came by to show their love and support and let me know they were there for me no matter what. Little did I know, they were also writing letters to my favorite person in the world, and TV talk show host, Ellen Degeneres, and asking her to call me “Just to say Hi and get well” while I was in the hospital! Come to find out, they even got other departments involved including having Mike Wiltermood write a letter as well! I had no clue until I got a call from the show!! The call wasn’t from Ellen herself, but a staff member. I immediately started crying - but they were tears of joy! I had never felt so special…The fact that my co-workers went above and beyond like that, just to bring my spirits up, meant more to me than words can describe. They completely changed my mindset and gave me the courage to not give up and keep fighting. I don’t know what I did to deserve such incredible co-workers but God sure knows how much I appreciate them. Enloe Medical Center is filled with such exceptional staff – it does not matter what department I go to or who I come into contact with, I am constantly impressed. I am so proud to be a part of such a remarkable hospital where patient centered care is at the heart and foundation of every employee. Submitted by: Andrea Gleason, Human Resources Specialist

Heather Brooks“My wife and I had our 55th wedding celebration in May. Heather Brooks, Respiratory Care Practitioner-Respiratory Therapy, on her own, went and got us a cake (which she had inscribed 55th anniversary) and a flower. That was wonderful!” Heather has shown great qualities that exemplify the Planetree approach to patient care. She shows compassion for her patients and her co-workers whenever she has an interaction. Heather is a valued member of the Enloe health care team.Submitted by: John DiMercurio, Manager-Respiratory Therapy- on behalf of the patient


Jennifer Neilsen

We nominate Jennifer Neilsen, Patient Referral Clerk at the Cancer Center for a Moment of Excellence award. In a small corner of the cancer center, Jen is a quiet but powerful force for putting the patient first. This has always been the case, but most recent examples began when Jen, who is an intake clerk, covered for our new patient clerk who left the office unexpectedly for a death in the family. In addition to keeping up her own work, Jen went above and beyond in covering the additional job. Not willing to let anything slide, Jen made follow-up calls for labs and records, she called the patients to keep them in the loop, and when she says she’ll call back, she always calls back. This month, when the new patient clerk retired, Jen applied for the job and got it, but still needed to cover her current job and didn’t want to leave her co-workers or any new patients in the lurch. So last weekend, she came in to work both Saturday and Sunday to get it all covered. Since she is also very devoted to her family and didn’t want to miss out on family time, she came in the very early am hours both days to get her full day in by noon. We are impressed by her dedication.


Jen cares for her patients and she cares for her co-workers. This was demonstrated last year when a co-worker’s toddler was struck with serious illness that required the family to spend a year getting him treatment in San Francisco. Jen did not know this co-worker particularly well, but was passionate about organizing a fundraiser to help them in their time of need. She had her whole family involved so that her kids can learn the importance of giving back. Because it is not appropriate to use Enloe email for such things, Jen used her personal email and her personal resources to coordinate a fundraiser that brought in several thousand dollars.Jen is a tireless advocate for patients, and is an exemplary co-worker. We’ve seen very few people who fight as hard to be sure that someone is taken care of. She exemplifies the core values—most particularly ownership and empowerment, patient service excellence, and mutual respect. We talk a lot in the Planetree retreats about how everyone at Enloe is a caregiver, and Jen is a model of a caregiver who is behind the scenes, working primarily by phone and computer, but still providing the very best in patient centered care by putting patients first.Submitted by: Rebecca Senoglu and Renee Grootveld, Cancer Center

Kristy AtchisonI would like to nominate Kristy Atchison, Occupational Therapist-Rehab Therapies, for her phenomenal courage, ambition and energy in establishing “Dinner with Friends”. DWF was a fundraiser for medical expenses for a fellow therapist, co-worker, friend and Enloe employee that suffered a stroke back in February, 2014. She single handedly coordinated an entire benefit dinner in less than 6 weeks’ time. Kristy facilitated a silent auction, raffle, DJ, Kinders BBQ Catering Services, and Girl Scouts to provide


desserts! Kristy coordinated stroke education programs from both Enloe and Feather River Hospital to provide community education on early warning signs and symptoms for strokes. The event took place in April, 2014. Kristy, along with numerous volunteers, sold 300 dinner tickets, over 3000 raffle tickets and raised over $11,000! Silent auction items included 1 week stay in Mexico, a weekend fly fishing trip in Idaho, a CSUChico athletics basket and a 1 hour romantic flight for 2. Kristy went above and beyond to help the family in this time of need. Kristy exemplifies Enloe’s core values by empowering the Rehab Therapies and the community to come together to support a fellow employee and friend.Submitted by: Bridget Stanley, Physical Therapist, Rehab Therapies

Nancy Mayr and Brenda Logan

I had an employee in our department come to me and ask if there was something I could do to help him open the drawers on our bronch cart easier. He is losing the strength in his fingertips and you have to use your fingertips to open the drawers. I was giving a lecture to Physical Therapy employees, and I told them of my problem. Brenda Logan, Rehab Therapies, asked for pictures and information about the cart and then talked


to Occupational Therapy about it. Nancy Mayr, Post Acute Care, immediately took on the problem. She went to Harbor Freight and walked up and down the aisles looking for a tool to adapt to help him. She found a tool that she thought would work, tested it and then gave it to Brenda with written instructions on how to use it. I gave it to our employee and he is thrilled with it. We always hear stories of how we help patients, but not so many for employees. I think Nancy showed a Planetree Spirit in working on her own time to find this solution for someone she didn’t even know. Thank you, Nancy. Submitted by: Ruth Epperson, RCP Clinical Educator,Respiratory Therapy

Carmen Rasmussen“When I think about my labor experience, I almost want to say it was fun, but I know it was mostly because I had a great nurse!! I was pretty nervous about being in the labor room having my first baby. I didn’t know what to expect. When Carmen Rasmussen, RN, Nettleton Mother and Baby Care Center, came in, I immediately felt a connection. She was so nice and personable, but I had no idea that she was literally going to be with me all night. As labor started and got harder, Carmen was there, alongside my husband, to help me through the really tough contractions. A couple times she held my hand. She wasn’t just some far observer telling me things to do, I actually felt like she cared and was there for me. I couldn’t have asked for anyone better!! She was part of the reason I felt like my labor went really well. Thank you, Carmen for being ‘with me’ and not just watching me. It was literally an amazing experience!”Submitted by: Nancy Gagon, RN-Nurse Manager-Nettleton Mother and Baby Care Center, on behalf of the patient


Jessica Sandoval and the Hematology/Oncology Team

To spare the details, I was going through some REALLY hard times in my personal life, and needed to get away and refocus my life and find who I was inside. During this time away, I found myself very sad and alone, which was needed to heal. One day I was feeling really lost, then all of the sudden, at 2:42pm, I received a text on my phone. It was from Jessica Sandoval, Medical Assistant, Hematology/Oncology, saying: “Hey Gary, hope everything with you is ok. We are all missing you here. In fact, I took some pics of people who care”. Attached to this text were fifteen pictures, each one of Jessica together with a different employee. This may not seem like a big deal, but to me it shows that Enloe’s Planetree concept doesn’t just stop at the exits of Enloe. Jessica took Planetree to a whole other place. She brought Planetree to me, in a time of need, over 180 miles away. I am dedicated to my job at Enloe because I love helping others, as most of us do, but Jessica added a whole other reason for me to love my job, and that’s feeling part of a team that not only cares for patients, but cares for its teammates as well. Jessica turned a dark day bright for me, and if that’s not Planetree, I don’t know what is. Submitted by: Gary Smith, Medical Assistant – Hematology/Oncology


Al JonesAl Jones, Clinic Technician – Cohasset Prompt Care, went to Kmart on his lunch break to buy a homeless and shoeless diabetic patient a pair of shoes. He purchased high end hiking boots and socks with his own money. After reviewing the patients’ records, I discovered that when Al returned with his purchases he soaked the patient’s feet, cleaning and drying them well before placing new socks and boots on this patient. This a true act of patient centered care and a great example of doing the right thing for our patients. Al went above and beyond for our patient!!!Submitted by: Natalie Streeter, RN, Cohasset Prompt Care on behalf of Antoinette Edmondson, RN, Cohasset Prompt Care

Stephen Jarmush

I have worked with Stephen Jarmush, RN-Oncology/Pediatrics for a number of years and have always known & seen firsthand how amazing he is with his patients. But in July, I was on the other side. I wasn’t a CNA for


the patient, I was that patient’s daughter. It was the hardest day of my life, as well as my sister Kelly’s, even though I knew it was the right thing, putting him on comfort care. It was the hardest thing ever. But when Stephen came into his room he promised to make him comfortable & do everything he could for us. He kept that promise. He was there with his meds, without fail, and explained to myself, my Grandma and Aunt everything he was doing. He went out of his way to make us feel at ease about what was about to happen and at 4:38 Sunday afternoon, our Dad left this world the way I had promised him. He went quietly, not scared & in no pain. I’m so grateful for having Stephen to help us accomplish Dad’s wishes! I told his Manager, Shannon; “If I had a million dollars to hand over to him, it still wouldn’t be enough to show him how truly grateful my family and I are for him.” I want him to be recognized for the amazing compassionate person/nurse that he is. There are some that are just born to do what they do and Stephen is for sure one of them. We will never forget how great he was. I’m very proud to be able to work with him!! Thank you, Stephen, for everything. Kim and Kelly – the patient’s daughters. Submitted by: Kimberly Medina, CNA - Medical/Neuro Unit

Todd Richter, Pam Stowe and Peggy SchaubTodd Richter, Physician’s Assistant – Cardiovascular Services, Pam Stowe, RN – Definitive Care Unit and Peggy Schaub, Admin House Supervisor – Nursing Admin IP, worked together to make sure that husband and wife of 61 years could be admitted to the same room in the Definitive Care Unit during their stay at the hospital. This shows true passion towards providing an atmosphere for healing for our patients and their families. Submitted by Amanda Moore, Monitor Tech, Definitive Care Unit


Denice Wichman

We have always known Denice Wichman, RN – Surgical Care Unit, was a caring nurse, but she went above and beyond when she came in on her night off to hand-deliver a sweater she had made for a patient. She said the patient was always saying how cold she was so the sweater was the perfect gift. It even had holes in the sleeves where the IV tubing could come through. This patient had had a very challenging stay and when she saw the gift Denice brought for her she cried and said no one had ever made her feel cared for before. That night the patient smiled for the first time and actually made a joke with other staff members. We are very proud to work with such a caring team member.Submitted by: Elena Ebinger, RN – Surgical Care Unit

Cris RichmondThroughout the planning and preparation for the new Emergency Department opening, Cris, ED Tech-Emergency Department, was a crucial element. She worked countless hours (always behind the scenes), to ensure the new ED opening would be on time and successful. There have been many ups and downs through the process, and of course, it’s


not as easy and as smooth as we all hoped it would be. Cris has done everything in her power to make it happen including coming in on her days off if something needed to be done. She is always available and willing to help – and never complains if something is just too much. She makes it happen.Cris is a real treasure to the ED and we are so fortunate to have her. Please give her the recognition she so deserves. Thank you!Submitted by: Keenan Seko, Department Assistant,Emergency Department

Jose Santos

Last night in the ER, I was sitting with a patient when I noticed Jose, Security Officer, rush into the ER asking for a nurse to come quickly because a man was not responsive in the bathroom in the ER waiting room. While Jose was at the podium up front he had noticed a gentleman go into the restroom. After a long period of time and not seeing the gentleman return, he decided to go check on him. He found him on the floor of the bathroom stall, unresponsive to shaking or having water splashed on his face. After no response, Jose came to the ER asking for help.


Angela, the ER Tech, assisted in the bathroom by crawling under the stall to help pull the man out. They grabbed a wheel chair, came rushing through the ER and I noticed the gentleman was gray in color and non-responsive. They were rushing him into one of the trauma rooms and a code blue was called. Through the efforts of everyone in the ER, they were able to save the man. If Jose had not noted how long the gentleman was in the bathroom and had not followed his intuition to check on the man, the outcome could have been different. Without thinking, Jose did all the right things to save this man’s life. To me, he is a hero! Submitted by Vicki Williams, Patient Monitor – Nursing Admin, IP

Lawrence TuckerA patient fell out of bed and was very scared to be turned or left alone after that point. The patient laid awake for hours, for fear of falling again. Lawrence, CNA-Med/Neuro, sat by her side and held her hand until long after she fell asleep.Submitted by: Anna Simmons, RN-Med/Neuro

Nancy LoefflerOn one of my shifts during October, we had a patient on our floor recovering from an unexpected emergency surgical procedure and was being transferred to another facility by the end of the day. The patient was a young college student with family coming from out of town who were not likely to make it before he was transferred. As luck would have it, his roommate and few close friends were not readily available either. During her volunteer shift on our floor that day, Nancy Loeffler, Volunteer Services, entered the patient’s room to find him somewhat anxious and stressed about the recent turn of events in his life and she set her mind to try and ease his worries the best she could. Throughout the course of their conversation, he


revealed to her his angst over pending school work that had yet to be completed and the fact that all his educational materials (computer, books, etc.) were locked away in his dorm room on campus. He expressed that if he could get his things before he left, at least he could keep up on his work while he was in the hospital. Nancy, seeing his dilemma and knowing he had no other support around at the moment, offered to drive to his dorm room to collect his belongings for him. Almost in disbelief, I heard the young man say “Seriously?! That would be awesome!!” So, she helped him contact the campus police to escort her to his dorm room and, with his dorm key and a list in hand, Nancy set off to retrieve his items. She was back within the hour with his belongings in tow, and his gratitude towards her was evident in the smile spread across his face. I think for once that day, he was able to relax just a little because of her act of kindness. I have worked at Enloe for about three years and I have seen a lot of things that make me proud to work along such amazing and compassionate people, but Nancy’s act of kindness on this day, made a huge impression on many of us that will last a lifetime. It goes without saying that she didn’t have to do what she did that day, but for those who know Nancy, such an act comes as no surprise. Not only does Nancy volunteer her time to our patients week after week, but she also volunteers her heart.Submitted by: Shannon Edens, RN - Onc/Peds


Kyle Martinson and Richard BennettIn speaking with a patient after hearing from the Charge Nurse that the patient had arrived to Med/Neuro after a long day in the ER only to find out her room was not ready yet, I heard a story that exemplifies our core value of creating a culture of service perfectly. The patient explained that while she was waiting for her room to be cleaned, she had to use the bathroom. While she was being taken to the bathroom on the unit, she heard the two “transfer guys”, also referred to as “rock stars”, offering to help clean the room in order to expedite the process. The patient was so touched by the willingness of these two men, Kyle and Richard – Team Lift, to do whatever it took to help her get into her awaiting bed. Tears starting rolling down her face as she recalled “the younger fellow” came back and said, “Ma’am, I am so sorry for your troubles”Submitted by: Laura Nelson, RN - Med/Neuro, on behalf of the patient

Jeff MarshJeff Marsh, Nurse Assistant – DCU, came to Enloe Medical Center in December of 2013. Since this time Jeff’s performance has been nothing short of excellent! Each shift Jeff works, he touches the heart of many. From his patients to his coworkers, Jeff goes above and beyond in the care he delivers and the team work he provides to his coworkers. Jeff has received 15+ Moment of Excellence cards showing his commitment of compassion and hard work. Two stories truly stick out and why we are currently writing this story of excellence nomination. In May Jeff was caring for a homeless patient who was being discharged. When Jeff realized the patient’s only pair of pants were several sizes too big, Jeff took it upon himself to find the patient a belt. Jeff called his wife at home and asked her to bring in one of his belts so he could give it to


the patient. Jeff’s wife immediately came in and Jeff was able to give the patient a belt for his pants. The other story we received from the SCU: “We have a patient on 3rd floor who was transferred here yesterday and he is homeless. Apparently he had a backpack that was falling apart. A CNA/student named Jeff Marsh from your floor came up with his young son, on his day off, to bring the patient a brand new bag that he had purchased for him. I was very impressed by how he went above and beyond to provide help not only to a person in need, but specifically a difficult person, from a population who often are overlooked. I also thought it was nice to have his son along to show such a good example of a caring spirit. I wanted to be sure you knew how impressed we were at his thoughtfulness and kindness to one of Enloe’s patients (Heather Newton, RN).” As we said, these are only two of the great stories that showcase the compassion and dedication of Jeff Marsh. Jeff’s coworkers and patients are constantly letting us know how much they appreciate his smile, team work, sense of humor and overall great attitude!!!! Way to go Jeff!!!Submitted by: Beverly Gentry, RN-Manager and Michelle August, RN-Assistant Nurse Manager - Definitive Care Unit


Terri VandeluneThis letter came from a patient: I would like to take this time and let you know that Terri V. - RN in Behavioral Health is the most kind, caring and respectful person. She is like a big information booth. She gave me a lot of papers to take home with me. Terri also sat and talked with me about how I could possibly get past what I was going through. I wasn’t doing well when I saw her for the first time, and she was kind enough to listen to what was going on. I know it’s her job, but she is going beyond what I feel you should for your job. Terri should be recognized for her special touch that she has with people. I feel she helped me a lot because of the information she gave me. She is in a class of her own. She really cares about people and you can tell. Thank you for having her as part of your staff.Submitted by: Debbie Strukan, RN - Behavioral Health, on behalf of patient

Kristy Atchison, Sarah Long, Brisa Diaz-Hanna These three individuals were instrumental in organizing a fundraiser for a fellow coworker and Enloe patient. Proceeds were used to help pay medical bills and support the family during his medical leave of absence. Kristy, Sarah, Brisa, all Occupational Therapists, everyone at Rehab Therapies, and friends of the family worked very hard to make this event a success. They organized and coordinated contributions from the community that were used for a raffle to raise money. Kristy set up a non-profit account, use of the big room at the Elk’s Lodge, and had the event catered. There was tremendous outpouring of support from our fellow coworkers and the community. We had only expected maybe 150 people to attend, but we ended up with several hundred,


so many, that Kristy had to ask the caterer to bring more food during the event. It was beyond anything we expected. Kristy was the driving force, and initiated the idea, ever since she found out about our coworker. The event was a great way to show how much everyone cares about one another and that we help each other in times of need. I am proud to work with such wonderful and caring people.Submitted by: Susan Salinthone, Physical Therapist - Rehab Therapies

Gary Smith

To say the least, there are many stories of excellence that I personally have seen Gary Smith – Lab Assistant, Hematology/Oncology, implement at Enloe Cancer Center. One occasion happened when we had a patient come into the office teary eyed and having a very bad day. By the time she left the lab she was smiling, laughing with her spirit obviously lifted. Later that day she even called in to say how Gary had made her feel special by taking the time in his busy schedule to make her feel that “someone out there cared for her”. On another occasion I witnessed a patient in infusion who was confused & scared about having her treatment and blood drawn. With the patient inconsolably crying and not wanting to continue, the nurses called Gary. He promptly showed up with his usual Gary smile. Within 10 minutes the patient was no longer crying, was smiling and had not only had her blood


drawn, but was ready to start her therapy. My final patient example (but surely not only) is when we had a patient in the final stages of her illness. Gary had given her a letter with positive affirmations for her to read. About a week after her passing the patient’s mother came to the office to let us know not only how profoundly it had touched her daughter, but that it was in her hand when she had passed. As a co-worker, you can count on Gary to make you smile and laugh even in the hardest of days. No matter how busy he is, he will stop and genuinely listen to you and make you feel better. I’ve even seen him quietly place a Starbucks coffee and some chocolate on a coworkers desk because she was having a difficult day and he just wanted to brighten it. Daily, Gary has such a positive influence on everyone he meets with his kind listening heart - from patients to fellow employees and people just stopping by. He reassures every patient that in their medical process they will be taken care of, their feelings validated and above all he gives them HOPE. He is a great example of our Planetree philosophy. :)Submitted by: Sharla Ehorn, Hematology/Oncology

Radiation DepartmentI wanted to take the time to commend your staff, in general, but also your Radiation department staff in particular. I have had a few surgeries and emergencies which have required me to use Enloe’s services. Each time I have been treated with the best possible all around care. From admitting to surgical prep, the surgeon or doctor to recovery, to follow up care; it has all been top notch. Each time I have felt that my health really mattered to them and they took the time to do things right and follow up with me even after I went home. To the Radiation Department:


My husband and I have been struggling with fertility issues for a few years now and this May we decided to do a round of IVF in hopes of conception. We are a military family and chose to use and IVF clinic on joint Base Lewis-McChord in Washington State because the round would be cheaper due to our military service. The IVF clinic being so far away posed hurdles for our care; one of which was the need to have certain pre-IVF cycle testing done through the radiology department called a hydrosonography. First: Thank you to the radiology employee(s) who worked so hard to bring that test to Enloe. I know it’s a newer test and wasn’t even offered at Enloe until she worked so hard to provide it here. I may have been the first one to receive it at Enloe. Second: The radiology staff worked extremely hard for us. There were a few times that my own personal GP’s office really dropped the ball in providing needed paperwork and failed to follow through with required insurance documents needed before I could have this procedure. Their lack of care and concern nearly cost us our IVF cycle. If it hadn’t been for the Enloe Radiology staff, who literally hounded my doctor’s office, and even stayed after their shift the day before my procedure, our IVF cycle would not have happened at all. It was extremely hard for my husband and I to coordinate our time off work. We are of “advanced childbearing age” so time was of the essence and if we missed this cycle, I’m not sure we could have accomplished the cycle at all in the future. The exceptional service and true concern for our personal struggle, and their absolute dedication to doing everything within their power to make it happen, is what ultimately allowed us the opportunity to be successful in our conception. We are currently pregnant and due in April 2015. We plan to use Enloe for our delivery as well, due to


the hospital’s exemplary services and staff. I feel that if I can put my and my family’s healthcare in anyone’s hands and rest assured, it is Enloe’s! In closing~ I applaud your entire staff from billing to follow-up. Each person has treated us with respect and dignity, but also with care that conveys they have a personal investment in our successful treatment. The way you care does matter and is very hard to find these days. Enloe seems to have an abundance of it, and for a patient, that is truly priceless and stays with us forever. Please convey our deepest gratitude to your amazing staff for us! Submitted by Debby Johnson, Service Excellence Specialist, on behalf of the patient

Arah BarhamI was recently hired in September of 2014. A week after beginning orientation, my younger, 23 year old, sister passed away. Since I had only been with Enloe for a week, I was concerned I was not eligible for bereavement leave and knew I had not accrued any PTO (paid time off) yet. This was an extremely difficult time for me, seeing that I had just started a new job and lost my sister at the same time. Having only been hired recently, I was worried that this horrible event would be an issue, due to needing time off. Arah, RN-Nursing Admin, took the time to check on me and made me feel at ease and taken care of. She allowed me to take a few extra days off to be with my family, which meant the world to me. I just wanted her to be recognized throughout the organization for her kindness and compassion, which did not go unnoticed during a tragic time. I cannot thank her enough and feel like she is such a great example for us all.Submitted by: Bonnie Hansen, RN, Nursing Admin, IP


Stories of Excellence occur every day. Submit your nomination for a Story of Excellence on Inside Enloe. 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:• Stories are submitted to Human Resources via the

intranet or e-mail.• Planetree facilitators review each story.• Winners are celebrated at quarterly events.

Supporting the mission of Enloe Medical Center: To improve the quality of your life through

patient-centered care.

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